Scranton, PA

Support Jobs in Scranton, PA

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Today

Tier 3 IT Support Technician

Bedrock Technology Scranton, PA

Scranton, PA

Today

$65k - $85k/yr Full time Active Directory Cloud Platforms Computer Skills

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Job Description

Bedrock Technology is hiring a senior, hands-on Tier 3 IT Support Technician for an on-site role in the Scranton, PA area. This position is built around owning escalated incidents end-to-end, administering core systems and cloud-related services, and guiding major outages with clear stakeholder communication.

You will also help strengthen the team through documentation and mentorship while working closely with internal teams and third-party vendors to keep complex environments running reliably.

Role Overview

Resolve complex technical issues escalated from Tier 1/2 through deep system-level investigation and root cause analysis
Provide technical leadership during major outages, coordinating resolution and communicating status to stakeholders
Own recurring problem elimination by identifying patterns and driving continuous improvement through automation, process changes, or infrastructure updates

Key Responsibilities

Escalated incidents: troubleshoot and resolve Tier 3-level problems requiring advanced investigation
Core infrastructure administration: manage and maintain servers (Windows/Linux), Active Directory, DNS, DHCP, Group Policy, and virtualization platforms (VMware/Hyper-V)
Network operations support: troubleshoot LAN/WAN, VPN, firewall rules, switching, and routing issues in coordination with the network team
Cloud environment management: administer and troubleshoot Microsoft 365 and Entra ID (including Azure AD and hybrid identity configurations)
Documentation: write and maintain runbooks, KB articles, and SOPs to improve efficiency and reduce repeat escalations
Mentorship: guide and train Tier 1/2 technicians to build team capability
Vendor liaison: manage escalations and coordinate with third-party vendors and software support teams
Continuous improvement: proactively eliminate recurring issues through automation, process changes, or infrastructure improvements

What You’ll Bring

5+ years of progressive IT support experience, including at least 2 years in a Tier 3 or senior systems role
Deep expertise in Windows Server (2016/2019/2022) administration and troubleshooting
Strong working knowledge of Active Directory, Group Policy, DNS, and DHCP
Hands-on experience with Microsoft 365 administration including Exchange Online, Teams, SharePoint, Intune, and EntraID
Proficiency in PowerShell scripting for automation and administration
Solid networking fundamentals including TCP/IP, VLANs, routing protocols, and VPN technologies
Experience with VMware vSphere or Hyper-V virtualization
Ability to independently manage and prioritize a complex, varied workload
Hands-on experience with VoIP / UCaaS administration (RingCentral, Zoom, 8x8, Goto, Cisco, Mitel, etc.)

Technologies

Windows Server, Active Directory, DNS, DHCP, Group Policy
VMware/Hyper-V, VMware vSphere, Hyper-V
Microsoft 365, Exchange Online, Teams, SharePoint, Intune, EntraID, Azure AD, hybrid identity configurations
PowerShell, TCP/IP, VLANs
VoIP / UCaaS, RingCentral, Zoom, 8x8, Goto, Cisco, Mitel
ITIL, Azure, AWS, GCP, SIEM, EDR, Veeam, Datto, Python, Bash
Microsoft Certified: Azure Administrator (AZ-104), CompTIA Security+, CompTIA Network+, MCSA, MCSE, VMware VCP, ITIL Foundation

Location and Compensation

Location: Scranton, PA (onsite)
Salary: USD 65,000 - 85,000 per year

Benefits

Competitive salary commensurate with experience
Comprehensive health, dental, and vision benefits
401(k) with company match
Generous PTO and paid holidays
Professional development budget and certification reimbursement
Flexible/hybrid work options
Collaborative team that values your expertise

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1mo ago

Tier 2 IT Helpdesk Technician

Bedrock Technology Scranton, PA

Scranton, PA

1mo ago Closed

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

This position is no longer accepting applications (closed Jul 23, 2026).

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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Support Jobs in Scranton, PA

Tier 3 IT Support Technician

Tier 2 IT Helpdesk Technician

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