Support Jobs in Jessup, PA

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1d ago

Tier 2 IT Helpdesk Technician

Bedrock Technology Jessup, PA

Jessup, PA

1d ago

$55k - $65k/yr Full time Active Directory Azure Active Directory Cloud Platforms

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Job Description

Bedrock Technology is seeking a Tier 2 IT Helpdesk Technician for on site work in the Jessup, PA area. This role handles escalations from Tier 1, delivers end-user support, and manages Active Directory and Microsoft 365. The position offers a competitive USD 55,000 to 65,000 per year, a comprehensive benefits package, and a clear path to grow into Tier 3 or Systems Administrator roles within a collaborative, supportive team.

Benefits

Competitive salary based on experience
Health, dental, and vision insurance
401(k) with company match
PTO and paid holidays
Certification reimbursement and professional development support
Collaborative, supportive team environment
Clear path to grow into Tier 3 / Systems Administrator roles
Life insurance
Parental leave
Vision insurance
Professional development assistance

Responsibilities

Own escalated Tier 1 issues that require deeper investigation, including software conflicts, connectivity problems, and account or permission concerns
Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and macOS
Create, modify, and disable Active Directory and Microsoft 365 accounts; manage mailboxes, distribution lists, and licensing
Diagnose basic LAN and Wi Fi connectivity and VPN issues; escalate complex network faults as needed
Image, configure, and deploy laptops and desktops; manage devices through Intune or similar MDM platforms
Troubleshoot Outlook, Teams, SharePoint, OneDrive, and other Microsoft 365 applications for end users
Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs
Escalate intelligently to Tier 3 and provide clear, detailed handoff notes to speed resolution
Support IT initiatives such as hardware refreshes, software rollouts, and office moves

Requirements

2 to 4 years of IT support or helpdesk experience
Solid troubleshooting skills in Windows 10 and Windows 11 environments
Working knowledge of Active Directory including user and group management, password resets, and OU structure
Hands-on experience with Microsoft 365 — Outlook, Teams, SharePoint, OneDrive
Familiarity with remote support tools such as ScreenConnect, TeamViewer, ConnectWise, or Splashtop
Understanding of basic networking concepts — IP addressing, DNS, DHCP, VPN, VLANs
Experience with ticketing systems such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or similar
Strong communication skills and the ability to explain technical issues clearly to non technical users

Technologies

Windows 10/11
macOS
Active Directory
Microsoft 365
Outlook
Teams
SharePoint
OneDrive
ScreenConnect
TeamViewer
ConnectWise
Splashtop
Intune
Azure AD / Entra ID
PowerShell
Jira
ServiceNow
Freshservice
Zendesk

Certifications

CompTIA A+
CompTIA Network+
Microsoft 365 Certified: Fundamentals (MS-900)
ITIL Foundation
HDI Support Center Analyst

Preferred qualifications

Experience with Intune or another MDM/endpoint management platform
Familiarity with macOS support
Exposure to Azure AD / Entra ID and hybrid identity environments
Basic PowerShell knowledge for common admin tasks
Experience supporting a multi-site or remote workforce

Who you are

Patient and people focused, recognizing that tech issues can be stressful for users
Methodical, troubleshooting systematically and following through to ensure resolution
Dependable, someone teammates and users can rely on
Eager to learn, staying current with technology and seeking improvement opportunities
Clear communicator, able to explain technical details in plain language

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