IT Helpdesk Technician

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. Apply today. Learn more about ServiceNet 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.