IT Helpdesk Technician

ServiceNet; Northampton (MA); On-site; USD 22,730 - 32,373; Full time

Benefits offered by this job

Health insurance

401(k)

401(k) matching

Dental insurance

Tuition remission

Paid time off

Parental leave

Training & development

Life insurance

Long-term disability

Public Service Loan Forgiveness (PSLF)

Job summary

ServiceNet is seeking an IT Help Desk Technician to be the first point of contact for staff, handling calls, tickets and basic troubleshooting to get people back to work quickly. This entry-level role offers training, a clear path for advancement, and the support of a nonprofit organization that invests in its people.

We value curiosity, dependability, and good communication, with a focus on helping staff across multiple programs stay productive.

Qualifications

• 0–2 years of IT support or help desk experience.
• Reliable transportation for travel between two administrative offices.
• Strong communication, especially to non-technical staff.
• Willingness to learn and grow in IT career.
• A+ certification or similar is a plus, but not required.

Responsibilities

• Answer inbound support calls from staff across ServiceNet's locations — 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.

Skills

Customer service

Communication

Problem solving

Dependability

Eager to learn

Tools

Windows

Microsoft 365

Job description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• 401(k)
• 401(k) matching
• Dental insurance
• Tuition assistance

IT Helpdesk Technician – Entry Level

Full-time Location: Northampton, MA | Springfield, MA Pay Rate: $20/hour Schedule: Monday - Friday 9a-5p

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.

Key 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.

Qualifications:

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

Benefits:

• Generous PTO (time-off) package.
• Comprehensive health and dental insurance plans.
• Life insurance and long-term disability insurance.
• 403(b) retirement plan.
• Tuition remission for eligible classes.
• Public Service Loan Forgiveness (PSLF) eligibility and tuition assistance.
• Opportunities for career development and advancement.
• And much more

About ServiceNet

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

Join us and become part of a caring community that helps others find joy and purpose.

Learn more about ServiceNet https://www.servicenet.org/

ServiceNet is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.