Hybrid Tier 1 IT Service Desk — Employee-Owned

BERPL Tech; West Palm Beach (FL); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Paid holidays

Employee Stock Ownership Plan (ESOP)

Training and development opportunities

Job summary

PalmTech Computer Solutions, LLC, part of BERPL Technologies, is hiring a Tier 1 Service Desk Technician in West Palm Beach. You will be the first contact for clients, resolve basic issues, document steps, and maintain records to ensure responsive support.

You’ll use PSA and remote tools, collaborate with technicians, and participate in ongoing training to grow technical skills in a fast-paced MSP environment.

Qualifications

• Excellent verbal and written communication.
• Strong customer service mindset.
• Basic understanding of Windows operating systems, Microsoft 365, networking fundamentals, and common business applications.
• Strong organizational skills and attention to detail.
• Ability to prioritise multiple tasks in a fast-paced environment.
• Critical thinking and problem-solving ability.
• Positive attitude and willingness to learn.
• Dependability, punctuality, and accountability.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Serve as the first point of contact for client support requests by phone, email, and remote support.
• Create, document, prioritize, and manage service tickets in the PSA platform.
• Troubleshoot and resolve Tier 1 technical issues using documented procedures and sound judgment.
• Escalate issues to senior technicians when appropriate, ensuring documentation is complete and accurate.
• Communicate professionally with clients throughout the life of each request.
• Monitor and respond to client alerts generated through approved monitoring platforms.
• Use remote management and support tools, including ScreenConnect and other approved technologies.
• Maintain accurate documentation of work performed, troubleshooting steps, and client communications.
• Confirm client satisfaction before closing service requests.
• Participate in knowledge sharing, process improvement, and team meetings.
• Assist with inventory, equipment preparation, shipping and receiving, and other operational support as needed.
• Participate in cross-training initiatives to support other operational functions.
• Complete assigned training, certifications, and continuing education to continue building your technical skills.
• Perform other duties as assigned.

Skills

Customer service mindset

Excellent communication

Problem-solving

Teamwork

Time management

Independent work

Tools

ConnectWise

ScreenConnect

RMM platforms

Job description

PalmTech Computer Solutions, LLC, part of BERPL Technologies, is hiring a Tier 1 Service Desk Technician in West Palm Beach. You will be the first contact for clients, resolve basic issues, document steps, and maintain records to ensure responsive support.

You’ll use PSA and remote tools, collaborate with technicians, and participate in ongoing training to grow technical skills in a fast-paced MSP environment.