Future Opening: Level 2B IT Helpdesk Technician
Full-time. Location: Northampton, MA. Pay Rate: $25 per hour. Schedule: Monday - Friday 9 a.m. – 5 p.m.
The Helpdesk Technician Level 2B is ServiceNet's helpdesk escalation point for IT support, resolving complex incidents, leading escalations across helpdesk tiers, and bridging frontline operations with specialist and infrastructure teams. The role also mentors Level 1 staff and drives knowledge documentation to continuously improve service quality for all ServiceNet staff and programs.
Benefits
* 401(k) with matching
* Health insurance
* Paid time off
Key Responsibilities
* Serve as the primary escalation contact for Level 1A and 1B technicians, taking ownership of complex or unresolved tickets.
* Lead incident response for significant or recurring service disruptions, coordinating resolution and communicating status to affected staff.
* Provide advanced troubleshooting for hardware, software, networking, and application issues across all supported platforms.
* Administer core platforms including Microsoft 365, Azure Active Directory, Microsoft Intune, and endpoint management tooling.
* Support identity and access management including account provisioning, role‐based access, and complex offboarding cases.
* Mentor other technicians through coaching on troubleshooting approaches, documentation quality, and service standards.
* Maintain and contribute to the IT knowledge base; capture resolutions, known workarounds, and standard procedures.
* Manage vendor escalations for hardware and software issues within approved processes and timelines.
* Monitor and surface systemic issues proactively to IT management.
* Participate in IT projects including deployments and upgrades; recommend process and tooling improvements.
Qualifications
* 3+ years of progressive IT support experience with demonstrated ability to independently resolve complex technical issues.
* Advanced troubleshooting skills across Windows operating systems and Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
* Hands‐on experience with Azure Active Directory and/or on‐premises Active Directory, including account and group management.
* Working proficiency with an endpoint management platform such as Microsoft Intune or comparable MDM/UEM solution.
* Functional knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP) and ITSM/ticketing systems.
* Strong communication skills; ability to explain technical concepts clearly to non‐technical users.
* Service‐oriented mindset with accountability, follow‐through, and attention to detail.
* Associate's or Bachelor's degree in IT or equivalent experience; Microsoft or CompTIA certifications preferred.
* Generous PTO (time‐off) package.
* Comprehensive health and dental insurance plans.
* Life insurance and long‐term disability insurance.
* Public Service Loan Forgiveness (PSLF) eligibility and tuition assistance.
* Opportunities for career development and advancement.
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.
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