Helpdesk Technician Level 2A
Full-Time
Location: Northampton, MA
Schedule: Monday-Friday 9a-5p
Pay Rate: $23/hour
About The Role:
Helpdesk Level 2A provides advanced technical support for complex issues that require deeper troubleshooting, analysis, and sound technical judgment. This role focuses on resolving escalated user-facing problems, identifying patterns or recurring issues, and improving overall support quality through clear documentation and structured problem-solving. Level 2A technicians are trusted to work independently on higher-impact technical issues while operating within established security, compliance, and infrastructure guidelines.
This role is ideal for an experienced support professional who is analytical, methodical, and comfortable handling more technically involved problems.
Responsibilities:
- Resolve complex hardware, software, and system-related issues that require advanced troubleshooting.
- Perform in-depth Windows operating system troubleshooting, including log review, profile repair, and service-level diagnostics.
- Support escalated VOIP, remote access, and connectivity issues.
- Troubleshoot identity and access-related issues within established policies.
- Perform structured root cause analysis for recurring user-facing issues.
- Execute documented containment steps for suspected security concerns (such as disabling accounts or isolating devices).
- Ensure escalated issues are thoroughly documented with complete technical context.
- Identify patterns or systemic issues and communicate findings appropriately.
- Create and update technical documentation and knowledge base articles.
- Provide professional and clear communication during higher-impact or sensitive technical situations.
Qualifications:
- 3+ years of experience in IT support or a related field.
- Strong proficiency in Windows desktop environments and Microsoft 365 applications.
- Experience reviewing system logs and performing deeper OS-level troubleshooting.
- Working knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN connectivity.
- Experience supporting identity systems and access management tasks.
- Familiarity with mobile device troubleshooting and endpoint management concepts.
- Strong analytical and problem-solving skills.
- Clear and thorough documentation skills.
- Professional, calm, and dependable approach during complex or high-impact issues.
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 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.
ServiceNet is a non-profit agency supporting people with mental health challenges, developmental disabilities, brain injuries, homelessness, and more. We offer great benefits, room to grow, and plenty of rewarding opportunities. We’d love for you to join us!
At ServiceNet, you will make a real difference. Whether you’re working in residential direct care, clinical care, peer support, or other valuable roles, you’ll be part of a compassionate team dedicated to supporting our community.
And with over 3,000 employees and over 100 programs across western Massachusetts, we’re confident there’s a role that’s the right fit for you.
