Top 8444 Tech support tier Jobs

Tier 2 IT Helpdesk Technician
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- $55,000 - $65,000 a year
- Full-time
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- Health insurance
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2d
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Tier 1 Tech Support- Help Desk
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Senior Help Desk Technician
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Tier 2 IT Helpdesk Technician

Bedrock Technology
Jessup, PA

Quick Apply

Job Details

Full-time
$55,000 - $65,000 a year

Benefits

Paid holidays
Health insurance
Dental insurance
401(k)
Paid time off
Parental leave
Vision insurance
401(k) matching
Professional development assistance
Life insurance

Qualifications

Microsoft Outlook
IT user and group management
Windows
VLAN
Email configuration (technical support)
Cloud service support
Desktop (troubleshooting support)
Azure AD
Customer support ticket management
Microsoft Teams
SharePoint
macOS
ServiceNow
Identity and access management (IAM) solutions
Desktop administration
CompTIA A+
Ticketing system technical support

Full Job Description

Tier 2 IT Helpdesk Technician

Location: Jessup, PA | Type: Full-Time

About the Role

Bedrock Technology is a fast‑growing managed services provider and IT consultancy committed to excellence, professional growth, and delivering exceptional service to our clients. We're looking for a reliable, technically capable Tier 2 IT Helpdesk Technician to join our support team. This is a mid-level role for someone who has grown past basic break/fix and is ready to tackle more complex user and systems issues — handling escalations from Tier 1, collaborating with Tier 3 engineers, and becoming a trusted resource for the people they support.

If you're someone who genuinely enjoys solving problems, takes pride in a clean resolution, and wants to keep growing your technical skill set, this role is for you.

This is an on‑site position located in the Scranton, PA area. The successful candidate must report to the office in person daily.

What You'll Do

Handle escalated tickets — Take ownership of issues escalated from Tier 1 that require deeper investigation, including software conflicts, connectivity issues, and account/permission problems
Support end users — Provide hands-on and remote support for hardware, software, printers, mobile devices, and peripherals across Windows and/or macOS environments
Manage user accounts — Create, modify, and disable accounts in Active Directory and Microsoft 365; manage mailboxes, distribution lists, and licensing
Troubleshoot networking issues — Diagnose basic LAN/Wi-Fi connectivity problems, VPN access issues, and escalate complex network faults appropriately
Deploy and configure endpoints — Image, configure, and deploy laptops and desktops; manage devices through Intune or similar MDM platforms
Support Microsoft 365 — Troubleshoot Outlook, Teams, SharePoint, OneDrive, and other M365 applications for end users
Document everything — Log tickets thoroughly, update knowledge base articles, and contribute to team SOPs
Escalate intelligently — Know when to escalate to Tier 3 and provide clear, detailed handoff notes to speed up resolution
Assist with projects — Support IT initiatives such as hardware refreshes, software rollouts, and office moves

What You'll Bring

Required:

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

Preferred:

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

Certifications (any of the following are a plus):

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

Who You Are

Patient and people-focused — you understand that tech problems are stressful for users and you treat every interaction with care
Methodical — you troubleshoot systematically rather than guessing, and you follow through to confirm issues are truly resolved
Dependable — your team and your users know they can count on you
Eager to learn — you keep up with changes in technology and actively look for ways to improve your skills
A clear communicator — equally comfortable writing a thorough ticket note and walking a frustrated user through a fix over the phone

What We Offer

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

Pay: $55,000.00 - $65,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Parental leave
Professional development assistance
Vision insurance

Work Location: In person

Quick Apply

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