Support Jobs in Scranton, PA

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Today

Tier 2 IT Helpdesk Technician

Bedrock Technology Scranton, PA

Scranton, PA

Today

$55k - $65k/yr Full time Active Directory Computer Skills Connectwise

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Job Description

Tier 2 IT Helpdesk Technician position at Bedrock Technology, on-site in the Scranton/Jessup, PA area, handling escalated IT issues and supporting Windows/macOS, Microsoft 365, and endpoint deployment.

Responsibilities

Own escalated Tier 1 tickets that require deeper investigation, including software conflicts, connectivity problems, and access or permission issues.
Provide hands-on and remote assistance to end users for hardware, software, printers, mobile devices, and peripherals across Windows and macOS platforms.
Administer user accounts in Active Directory and Microsoft 365, including creation, modification, disabling, mailbox management, distribution lists, and licensing.
Diagnose basic LAN and Wi-Fi connectivity issues and VPN access problems; escalate advanced network faults as needed.
Image, configure, and deploy laptops and desktops; manage devices via Intune or other MDM solutions.
Troubleshoot Microsoft 365 apps including Outlook, Teams, SharePoint, and OneDrive for end users.
Maintain thorough ticket records, contribute to knowledge base articles, and help develop team standard operating procedures.
Escalate appropriately to Tier 3 when necessary, supplying clear handoff notes to speed up resolution.
Assist with IT projects such as hardware refresh cycles, software rollouts, and office relocations.

Requirements

Two to four years of experience in IT support or helpdesk roles.
Solid troubleshooting skills across 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 apps such as Outlook, Teams, SharePoint, and OneDrive.
Proficiency with remote support tools such as ScreenConnect, TeamViewer, ConnectWise, and Splashtop.
Understanding of core networking concepts including IP addressing, DNS, DHCP, VPNs, and VLANs.
Experience using ticketing systems such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or equivalent.
Strong communication skills with the ability to explain technical issues clearly to non-technical users.

Technologies

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

Benefits

Health insurance
Dental insurance
Vision insurance
Life insurance
Paid time off
Parental leave
401(k) with company match
Certification reimbursement and professional development support

Location

Jessup, PA

Employment Type

Full-Time

Salary

USD 55,000 - 65,000 per year

Work Location

In person

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