Tier 2 Help Desk Technician - 3-5 years experience

Bedrock Technology has an immediate opening for a highly skilled Tier 2 Help Desk Technician to join our team. This role is ideal for an experienced IT professional who excels in advanced troubleshooting, system administration, and complex technical support. You will be responsible for resolving escalated issues, managing critical incidents, and providing expert-level support to clients.Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.\*\*\*\* THIS POSITION IS LOCATED IN THE SCRANTON, PA AREA AND REQUIRES THE SUCCESSFUL CANDIDATE TO REPORT TO WORK IN PERSON DAILY. REGULAR TRAVEL THROUGHOUT NORTHEASTERN PENNSYLVANIA AND ON-SITE VISITS TO CLIENT LOCATIONS ARE REQUIRED \*\*\*\*Responsibilities:Resolve complex technical issues escalated from Tier 1 support teams.Provide advanced troubleshooting for hardware, software, networking, and cloud-based systems.Manage and support enterprise IT environments, including servers, virtualization, and cloud infrastructure.Configure, maintain, and optimize network architecture, including firewalls, switches, and VPNs.Assist with security implementations, including endpoint protection, identity management, and compliance.Perform root cause analysis to prevent recurring issues and improve system reliability.Collaborate with clients and internal teams to ensure seamless IT operations.Harden corporate network security and quickly close identified vulnerabilitiesManaging M365 cloud services, e.g., (Teams, OneDrive, SharePoint, Azure AD, etc.)Thoroughly document, build and maintain documentation, guides, and diagrams that can be utilized by all members of the IT department concerning network processes, procedures, and practicesResponsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the ticketing system in a timely manner with correct prioritizationDocument all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolutionUtilize knowledgebase, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficientlyQualifications:5+ years of IT support experience, preferably in an MSP environment.Expert knowledge of Windows Server, Active Directory, and virtualization (VMware, Hyper-V).Strong networking skills (firewalls, VLANs, routing, DNS, DHCP).Experience with cloud platforms (Azure, AWS, Office 365).Advanced troubleshooting skills for hardware, software, and security issues.Excellent communication and customer service skills.Relevant certifications (CompTIA, Microsoft, Cisco, or equivalent) are a plusAbility to build rapport with clientsStrong troubleshooting and critical thinking skillsPositive and professional demeanorExceptional communication skills; capable of explaining and documenting procedures in writing and verbally especially for non-technical peopleAbility to work independently with minimal supervision as well as in a part of a teamAbout Us:Bedrock Technology is a successful, growing managed service provider and IT consultancy that takes pride in the pursuit of excellence. Our professional, collaborative team takes every opportunity to upgrade our knowledge and our service level. As a Bedrock Technology employee, you will be able to learn, lead, serve and be recognized for your contributions. Individuals who thrive at Bedrock Technology are motivated, talented, serious, and diligent and want to join and remain a part of a winning team. xtnlbfm We offer opportunities for career advancement and continued education, a great employee benefits package, and a relaxed work environment.Ability to Relocate:* Scranton, PA 18508: Relocate before starting work (Required)Job Type: Full-timePay: $19.00 - $25.00 per hourBenefits:401(k)401(k) matchingDental insuranceHealth insurancePaid time offProfessional development assistanceVision insuranceSchedule:* Monday to FridayAbility to Commute:* Jessup, PA 18434 (Required)Ability to Relocate:* Jessup, PA 18434: Relocate before starting work (Required)Work Location: In person