Tier 1 Service Desk Technician

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.

• 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.

• 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.

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.

If you are customer-focused, detail-oriented, and eager to build your technical skills, we would like to hear from you. Apply today to join PalmTech as a Tier 1 Service Desk Technician and help us deliver reliable, responsive IT support to the clients who count on us.