TIER 2 HELPDESK TECHNICIAN

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 Position: TIER 2 HELPDESK TECHNICIAN Location: West Palm Beach, FL Job Id: 107 # of Openings: 1 PalmTech Business Solutions | West Palm Beach, FL (Hybrid) | Full-Time Why This Role Matters At PalmTech Business Solutions, we believe technology should help businesses move faster, work smarter, and operate with confidence. When technology issues arise, our clients rely on us to restore productivity, protect their systems, and provide expert guidance they can trust. As a Tier 2 Helpdesk Technician , you'll play a critical role in delivering that experience. You won't simply troubleshoot tickets—you'll solve complex technical challenges, uncover root causes, and help clients get the most from their technology investments. Your expertise will directly impact business operations, cybersecurity, employee productivity, and client satisfaction. This role is ideal for someone who enjoys digging deeper than surface-level fixes, takes pride in ownership and accountability, and wants to continue advancing their technical career. You'll work across diverse environments, gain exposure to modern infrastructure and cloud technologies, and collaborate with experienced engineers who are invested in your growth. If you're looking for an opportunity to make a meaningful impact while building the skills needed for the next stage of your IT career, you'll find it at PalmTech. What You'll Own As a Tier 2 Helpdesk Technician, you'll take ownership of technical issues that require deeper analysis and troubleshooting beyond initial support. You'll investigate, diagnose, resolve, document, and communicate solutions while collaborating with both clients and internal teams. You'll work across multiple client environments and technologies, ensuring issues are resolved accurately and efficiently while maintaining a high standard of customer service. How You'll Make an Impact Solve Complex Technical Challenges Investigate and resolve escalated support issues across Microsoft environments, servers, networks, and cloud platforms. Analyze logs, metrics, and system behaviors to identify root causes and implement effective solutions. Escalate issues to Tier 3 Engineering with complete documentation, supporting data, and clear impact assessments. Support Critical Infrastructure Troubleshoot Windows workstations and servers. Administer and support Active Directory, Group Policy, DNS, DHCP, Kerberos, and Microsoft server services. Assist with virtualization platforms including Hyper‑V and VMware. Manage Identity & Microsoft 365 Technologies Resolve issues involving Exchange Online, Microsoft 365, Entra ID (Azure AD), MFA, Conditional Access, and authentication. Support tenant migrations, domain transitions, licensing administration, and identity synchronization. Troubleshoot routing, VPN, firewall, VLAN, NAT, and connectivity issues. Apply networking knowledge to identify and resolve communication failures across client environments. Strengthen Client Security & Reliability Respond to endpoint security alerts and investigate potential threats. Support patch management processes and validate successful deployments. Verify backup integrity and disaster recovery readiness. Provide remote and occasional onsite support. Communicate technical concepts clearly to non-technical users. Participate in client onboarding, infrastructure projects, and after‑hours on‑call rotation. What We're Looking For Required Experience 3–5 years of professional IT experience. Previous experience in a Managed Service Provider (MSP) environment strongly preferred. Hands‑on experience supporting Windows Server, Active Directory, and Microsoft 365 environments. Experience using RMM and PSA platforms (ConnectWise Manage and Datto RMM preferred). Technical Expertise Windows Server administration and troubleshooting. Active Directory, Group Policy, and identity management. Microsoft 365, Exchange Online, and Entra ID (Azure AD). TCP/IP networking fundamentals and troubleshooting. VPN technologies, routing, DNS, and network diagnostics. PowerShell for administration and troubleshooting. Hyper‑V and/or VMware virtualization. Working knowledge of Microsoft Azure and/or AWS. Preferred Certifications CompTIA Network+ CompTIA Security+ Microsoft Certifications Cisco Certifications We value demonstrated technical capability, practical experience, and problem-solving ability more than certifications alone. What You'll Gain A Career Path, Not Just a Job Meaningful Technical Work About Us PalmTech Business Solutions helps businesses leverage technology to operate more efficiently, securely, and successfully. We provide managed IT services, cybersecurity solutions, cloud technologies, infrastructure support, and strategic technology guidance that allow organizations to focus on growing their businesses instead of managing technology challenges. Our team is built on a simple belief: technology should empower people, not frustrate them. We value accountability, continuous learning, collaboration, and exceptional client service. Every member of our team plays an important role in helping clients achieve their goals through reliable, innovative technology solutions. Compensation,Benefits & Work Environment 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. Apply Today If you're ready to move beyond basic troubleshooting and build your career solving complex technology challenges, we'd love to hear from you. Join PalmTech and become part of a team that values technical excellence, continuous learning, and making a real impact for clients every day. PalmTech IT Business Solutions is an equal opportunity employer. EEO – Disabled / Veterans. #J-18808-Ljbffr