Tier 1 Service Desk Technician

BERPL Tech; West Palm Beach (FL); Hybride; USD 25 000 - 36 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

Paid time off

Paid holidays

Employee Stock Ownership Plan (ESOP)

Training and development opportunities

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service mindset

Excellent communication

Problem-solving

Teamwork

Time management

Independent work

Outils

ConnectWise

ScreenConnect

RMM platforms

Description du poste

BERPL Technologies is employee owned & operated. It’s YOUR company and you drive its success.

Make a Difference

We are ingrained to make a difference for our customers, communities, and team.

Be a Part of Something Special

Build a market leader, the RIGHT way.

Be a Team with Amazing People

Exceptional, diverse, high-values people, committed to each other and building something special together.

Be Invested in, Supported & Stretched

BERPL Technologies is a culture of people development & growth. We are investing in the growth of amazing people who are looking for an opportunity and responsibility to do and be more than ever imagined.

We believe in work-life balance for everyone with flexible, hybrid work schedules

Get competitive medical, dental, and vision, plus 100% paid short- and long-term disability

Matching 401k Plan

We match your 401k contributions up to 5% for a future you can feel secure about

100% Employee Owned – Employees receive company shares in addition to their regular compensation and 401k contributions

We’re looking for people who:

B

Believe in people

E

Enjoy the journey

R

Relentlessly pursue better

P

Play
to win

L

Live the golden rule

Location: West Palm Beach, FL

Job Id:109

# of Openings:1

Launch your IT career with PalmTech by helping clients solve everyday technology challenges with responsive, reliable support.

Why This Role Matters

As the first point of contact for many client support requests, you will play an important role in the client experience. Your ability to listen, document clearly, troubleshoot thoughtfully, and communicate professionally helps ensure clients receive timely, reliable support. This role is an opportunity to build a strong technical foundation while contributing directly to PalmTech’s reputation for responsive, relationship‑driven service.

What You’ll Do

• 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.

What You Bring

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

Preferred Experience

• Experience with MSP tools such as ConnectWise, ScreenConnect, or RMM platforms.
• Previous customer service or technical support experience.

About Us

PalmTech Computer Solutions, LLC is a West Palm Beach‑based managed IT services company that helps businesses stay connected, protected, and productive. As part of BERPL Technologies, PalmTech combines responsive local client service with the broader resources and long‑term growth mindset of an employee‑owned organization. We are looking for a Tier 1 Service Desk Technician who enjoys helping people, solving problems, and building a career in IT support.

Compensation

This is a full‑time, hourly, non‑exempt position. Compensation will be based on experience, skills, and qualifications. Overtime may be required and will be compensated in accordance with applicable federal and state laws.

• Medical, dental, and vision insurance options.
• Paid time off and paid holidays.
• Employee Stock Ownership Plan eligibility, subject to plan requirements.
• Training and development opportunities to support continued technical growth.