Bedrock Technology has an immediate opening for highly motivated, talented, and detail-oriented Tier 2 Help Desk Technicians.
The Tier 2 Technician will ensure proper computer, printer, and network operations so that end users can accomplish business tasks.
*\*\*\*\* THIS POSITION IS LOCATED IN THE SCRANTON, PA AREA AND REQUIRES THE SUCCESSFUL CANDIDATE TO REPORT TO WORK IN PERSON DAILY.
\*\*\*\**
*Responsibilities:*
* Serve as the initial point of contact for customers engaging our support center as well as an escalation point for Tier 1 Technicians
* Responsible for the logging of all incoming communications (email, voicemail, live calls, etc.
) into the ticketing system in a timely manner with correct prioritization
* Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
* Utilize knowledgebase, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficiently
* Perform preventative maintenance when needed including checking and cleaning workstations, printers, and peripherals
* Install, configure, and maintain network and server equipment such as routers, switches, wireless access points, server hardware, storage arrays, and firewalls
* Diagnose, troubleshoot, and resolve network issues
* Harden corporate network security and quickly close identified vulnerabilities
* Managing M365 cloud services, e.
g.
, (Teams, OneDrive, SharePoint, Azure AD, etc.
)
* Exchange on-premises/online maintenance and administration
* 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 practices
*Qualifications:*
* 3-5 years' experience in IT help desk and customer service
* Ability to build rapport with clients
* Strong troubleshooting and critical thinking skills
* Positive and professional demeanor
* Exceptional communication skills; capable of explaining and documenting procedures in writing and verbally especially for non-technical people
* Ability to work independently with minimal supervision as well as in a part of a team
* Working knowledge of a range of diagnostic utilities
* Practical knowledge of networking technologies, including LAN, WAN, VLAN, NAT, DMVPN and routing protocols
* Experience maintaining Windows Server operating systems and roles such as Active Directory Domain Services, File and Print Services, DHCP, and DNS
* Experience with UC and UCaaS (Mitel, RingCentral, 8x8, Cisco)
* Ability to troubleshoot multiple Microsoft operating systems and applications
* Understanding and design of network security, monitoring, and reporting
* Ability to conduct research into PC issues and products as required
* Industry certifications such as CompTIA (Fundamentals, A+, Net+, Security+, etc.
), Microsoft, Cisco, or comparable(s) preferred
*About 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.
We offer opportunities for career advancement and continued education, a great employee benefits package, and a relaxed work environment.
Job Type: Full-time
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Professional development assistance
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday
Supplemental pay types:
* Bonus pay
Job Type: Full-time
Pay: $19.
00 - $25.
00 per hour
Expected hours: 40 per week
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Professional development assistance
* Vision insurance
Experience level:
* 2 years
Schedule:
* Monday to Friday
Ability to Relocate:
* Scranton, PA: Relocate before starting work (Required)
Work Location: In person
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