IT Helpdesk Technician — Entry Level with Growth Path

ServiceNet Inc.; Northampton (MA); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Health insurance

Dental insurance

Tuition remission

401(k)

401(k) matching

Parental leave

Paid time off

Training & development

Opportunity for advancement

Tuition assistance

Job summary

ServiceNet Inc. is seeking an IT Help Desk Technician to join our support team in Northampton, MA. This entry-level role focuses on listening to staff, resolving common IT issues, and ensuring quick return to work. You will learn on the job with a structured growth path.

You'll handle calls, tickets, hardware/software issues, and Microsoft 365 tasks while developing professional IT skills in a supportive non-profit environment.

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

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.

Skills

Strong communicator

Patient and professional

Eager to learn and grow

Education

A+ certification

Tools

Microsoft 365

Job description

ServiceNet Inc. is seeking an IT Help Desk Technician to join our support team in Northampton, MA. This entry-level role focuses on listening to staff, resolving common IT issues, and ensuring quick return to work. You will learn on the job with a structured growth path.

You'll handle calls, tickets, hardware/software issues, and Microsoft 365 tasks while developing professional IT skills in a supportive non-profit environment.