Tier 1 Service Desk Technician

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

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

• CompTIA A+ or equivalent entry-level certification.
• 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.

Benefits

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