IT Support Technician (Tier 1) - Growth, PTO & 401(k)

BERPL Technologies; West Palm Beach (FL); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off and paid holidays

401(k) retirement plan

Employee Stock Ownership Plan (ESOP)

Training and development opportunities

Job summary

PalmTech Computer Solutions, LLC, a West Palm Beach-based MSP, is seeking a Tier 1 Service Desk Technician who serves as the first point of contact for client support requests via phone, email, and remote sessions. You will help build trust with clients through clear communication and reliable service.

You will document and manage service tickets in the PSA platform, troubleshoot Tier 1 issues, escalate when needed, and ensure thorough, accurate records and client satisfaction throughout the

Qualifications

• Excellent verbal and written communication skills.
• Customer service mindset and ability to build client trust.
• Basic understanding of Windows OS, Microsoft 365, networking fundamentals, and common business apps.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Critical thinking and problem-solving ability.
• Willingness to learn and be dependable.

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.
• Escalate issues to senior technicians when appropriate, ensuring documentation is complete.
• 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.
• Maintain accurate documentation of work performed 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/receiving, and other operational support.
• Participate in cross-training initiatives to support other functions.
• Complete assigned training and continuing education to grow technical skills.
• Perform other duties as assigned.

Skills

Communication

Customer service mindset

Windows basics

Microsoft 365

Networking fundamentals

Organization

Task prioritization

Critical thinking

Teamwork

Education

CompTIA A+ or equivalent entry-level certification

Tools

ConnectWise

ScreenConnect

RMM platforms

Job description

PalmTech Computer Solutions, LLC, a West Palm Beach-based MSP, is seeking a Tier 1 Service Desk Technician who serves as the first point of contact for client support requests via phone, email, and remote sessions. You will help build trust with clients through clear communication and reliable service.

You will document and manage service tickets in the PSA platform, troubleshoot Tier 1 issues, escalate when needed, and ensure thorough, accurate records and client satisfaction throughout the