Helpdesk Technician Level 2A
Full-Time Location: Northampton, MA Schedule: Monday‐Friday 9a‐5p Pay Rate: $23/hour
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 work independently on higher‐impact technical issues while operating within established security, compliance, and infrastructure guidelines.
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
* 401(k) with matching
* Health insurance
* Paid time off
* Parental leave
* Tuition assistance
* Opportunity for advancement
* 403(b) Retirement Plan (with contributions made by ServiceNet)
* Dental Insurance, FSA, Employer Paid Life and Disability Insurance
* Discounted Auto and Homeowner's Insurance
* Continuing Education & Loan Forgiveness Opportunities
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.
#J-18808-Ljbffr