Gandara Mental Health Center, Inc. offers a mission‑driven environment in Springfield, MA where IT professionals keep hardware, software, and communications running smoothly across multiple sites. This on‑site Help Desk Technician role provides reliable end‑user support, growth opportunities, and a robust benefits package, with a competitive hourly wage of $22 to $24. If you bring at least two years of IT experience and an associate degree in information technology or computer science, you will help ensure seamless IT service delivery for a culturally diverse organization.

Benefits

Retirement Plan 403(b)
Health, Dental, Vision, Pet and Life Insurance
Paid vacations
Paid holidays
8 discretionary days
Mileage Reimbursement
Career Growth Opportunities
Culturally Diverse population
Clinical Licensing Support

Why work for Gandara

Explore career pathways across Behavioral Health, Substance Use and Recovery, Community Based Clinical services, Adolescent and Family services, Adult Residential, Maintenance and Administration. Whether starting at an entry level or pursuing leadership roles, Gandara provides tools and resources to advance your career in line with the organization’s mission. A broad landscape of opportunities supports skill diversification and professional development within a purpose-driven team.

Responsibilities

Respond to and prioritize incoming support requests via phone, voicemail, email, and in person related to hardware, software, networking, and other IT systems.
Log, track, and update all incidents in the ticket management system.
Diagnose, troubleshoot, and resolve technical issues; escalate when necessary.
Perform computer and laptop imaging, deployment, maintenance, and decommissioning.
Travel to various sites to provide on‑site technical support, training, and troubleshooting as needed.
Collaborate with supervisors to develop action plans for complex or high‑risk issues.
Participate in staff meetings, team meetings, and required training sessions.
Coordinate with vendors for hardware/software support and issue resolution.
Test and evaluate hardware and software for usability and effectiveness.
Provide support for printers and peripherals, including installation, configuration, and troubleshooting.
Coordinate with Help Desk Supervisor and IT administrators on new hire onboarding, site openings and closures, and device lifecycle management.
Perform additional duties as assigned.

Requirements

Associate’s degree in information technology, Computer Science, or equivalent experience
2–3+ years of IT support experience
Active Directory
Microsoft 365 / Entra ID
Asset management systems
VoIP systems (RingCentral preferred)
Strong knowledge of hardware deployment, imaging, and lifecycle management
Ability to meet defined service level agreements (SLAs)
Valid driver’s license; regular travel to Massachusetts locations is required
Must have reliable transportation

Technologies

Active Directory
Microsoft 365 / Entra ID
Asset management systems
RingCentral

Additional Details

Location: Springfield, MA (onsite)
Salary: USD 22 - 24 per hourly
Education: Associate’s degree in IT or Computer Science, or equivalent experience
Experience: 2–3+ years IT support
Bilingual candidates encouraged to apply
EOE M/F/D/V
Union/Non-Union

Help Desk Technician