IT Helpdesk Technician

ServiceNet•Northampton, MA

18h•Hybrid

About The Position

We're hiring an IT Help Desk Technician to join our support team. This is an entry-level position and a real opportunity to build a career in IT at an organization that invests in its people. You'll be the first point of contact for staff experiencing technical issues — answering phones, working tickets, resolving common problems, and making sure people can get back to work quickly. You don't need years of experience to succeed here. You need to be curious, dependable, and genuinely good with people. We'll teach you the rest. ServiceNet is a compassionate non-profit organization that helps individuals facing challenges such as mental illness, developmental disabilities, brain injuries, homelessness, and substance use issues. With our dedicated staff members, we work together to make a meaningful difference in the lives of others. Join us and become part of a caring community that helps others find joy and purpose. Apply today.

Requirements

0–2 years of experience in IT support, help desk, or a customer service role
Reliable transportation for travel between two administrative offices
Comfortable on the phone — you'll spend a meaningful part of your day talking staff through issues
Comfortable troubleshooting Windows computers and Microsoft 365 applications
Reliable and organized
Strong communicator who can explain technical issues clearly to non-technical staff
Patient and professional, even when users are frustrated
Eager to learn and grow — we have a structured path for advancement

Nice To Haves

A+ certification or similar is a plus, but not required

Responsibilities

Answer inbound support calls from staff across ServiceNet's 120+ program locations — this is a phone-forward role
Respond to help desk tickets and walk-up requests in a timely, professional manner
Troubleshoot and resolve common hardware, software, and connectivity issues
Prepare and configure computers, printers, phones, and other equipment for new and existing staff
Reset passwords, manage user accounts, and assist with Microsoft 365 applications
Escalate issues that fall outside your scope clearly and with thorough notes
Keep tickets updated and documented so nothing falls through the cracks
Provide friendly support for staff with a wide range of technical comfort levels.