Benefits:
Dental insurance
Health insurance
401(k)
401(k) matching
Opportunity for advancement
Paid time off
Training & development
Tuition assistance
Vision insurance
Technical Support Specialist – Level 2 Department: Information Technology Headquarters: Northampton, MA Schedule: Monday-Friday, 9a-5p (with occasional after-hours maintenance & projects) Salary: $23-$25/hr (Based on Experience)
About ServiceNet ServiceNet is a compassionate non-profit organization that helps over 8,400 individuals facing challenges such as mental illness, developmental disabilities, brain injuries, homelessness, and substance use issues. We work together to make a meaningful difference in the lives of others.
At ServiceNet, we believe the right technology in the right hands can change everything—from the way we connect to the way we care for our communities. Our IT team ensures that our staff have the tools, support, and secure systems they need to make a difference every day.
About the Role:
ServiceNet is looking for a Technical Support Specialist – Level 2 who thrives on solving challenges, improving systems, and providing responsive, knowledgeable support for a wide range of devices, networks, and applications.
You’ll be the go-to expert for maintaining, troubleshooting, and repairing our Windows-based infrastructure across multiple locations in Western Massachusetts. Working closely with our IT Leadership team, you’ll handle everything from desktops and mobile devices to network configurations and VoIP systems—making sure our staff can focus on what they do best.
Key Responsibilities:
Systems & Hardware Support
Maintain, analyze, troubleshoot, and repair hardware and computer systems.
Provide support for desktops, notebooks, iPhones, iPads, and other collaborative devices.
Manage and troubleshoot Remote Desktop Session Hosts (RDS/Terminal Servers).
Configure and support VoIP systems and devices, including fax over VoIP.
Helpdesk & Documentation
Use the IT Helpdesk ticketing and knowledgebase systems to record, prioritize, assign, track, and close all support requests.
Analyze trends in support requests to recommend process and technology improvements.
Networking & Infrastructure
Design, implement, and troubleshoot all aspects of a SOHO network.
Support and manage TCP/IP networking services (DNS, DHCP, etc.).
Administrative & Project Work
Manage user accounts, adds/moves/changes in Active Directory and MS Exchange.
Assist with occasional after-hours maintenance and IT projects.
Perform other assignments as directed by the IT Leadership team.
Minimum Requirements:
High school diploma or GED required; associate’s or bachelor’s degree preferred.
3+ years of IT experience.
Proven ability to troubleshoot SOHO networks.
Willingness to travel throughout Western MA (Berkshire, Franklin, Hampshire, and Hampden Counties).
High-level knowledge of:
Microsoft Windows Desktop Software
Windows Server Management
Microsoft Office 2016 and O365
Adobe Product Suite
PC hardware, peripherals, and Brother printers
Microsoft Active Directory
iPads and iPhones
TCP/IP networking services (DNS, DHCP, etc.)
Active Directory & MS Exchange administration
Perks & Benefits:
Mileage reimbursement
Generous paid time off
Comprehensive health & dental insurance
403(B) retirement plan with employer match
Paid life insurance & long-term disability coverage
Tuition assistance and advancement opportunities
A supportive culture built on teamwork and respect
Join Our IT Team. Apply now and put your skills to work keeping our systems strong, our staff connected, and our mission moving forward. 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.