ServiceNet
Technical Support Specialist
Level 2
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 systemsmaking sure our staff can focus on what they do best. 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 everythingfrom 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. Key Responsibilities
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. 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. Design, implement, and troubleshoot all aspects of a SOHO network. Support and manage TCP/IP networking services (DNS, DHCP, etc.). 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. 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.
Level 2
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 systemsmaking sure our staff can focus on what they do best. 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 everythingfrom 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. Key Responsibilities
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. 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. Design, implement, and troubleshoot all aspects of a SOHO network. Support and manage TCP/IP networking services (DNS, DHCP, etc.). 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. 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.