Level 1 Service Desk Technician

About JPMerc

At JPMerc, we do more than install and maintain technology—we help our clients optimize their IT operational maturity. As one of the Northeast’s premier IT Managed Services Providers (MSP), we are committed to delivering ultra-premium, white-glove service. Every client interaction is an opportunity to make someone feel genuinely taken care of. Quality over quantity is our mantra. We measure success not by how many tickets we close, but by how well we resolved each one.

We’ve built a culture of continuous improvement, where both our team and our clients grow together. Our mission is to become a trusted, long-term partner in every client’s IT journey.

We're Hiring for Multiple Roles

We are currently hiring at several levels. This posting is for our Level 1 Service Desk Technician position — designed for candidates with hands-on IT support experience.

• If you are a recent graduate with full-time availability but without professional experience, please apply for our Service Desk Intern (Full-Time) posting instead.
• If you are a currently enrolled student available for the summer, please apply for our Summer Service Desk Internship posting instead.

Applying to the role that best matches your background helps us get back to you faster and ensures you're being considered in the right context.

Who We’re Looking For

We are growing and need people who are smart, humble, and hungry to do the work well. Technical skills can be taught—what we’re really hiring for is how you show up.

To thrive here, you should recognize most of these qualities in yourself:

• You take ownership without being asked. When you see something that needs handling, you handle it.
• You communicate ahead of the need. You update clients before they have to follow up. You flag blockers before they become problems.
• You treat documentation as a professional discipline, not an afterthought. Accurate ticket notes and time entries aren’t busywork—they’re how the team stays aligned and clients stay served.
• You’re curious and persistent with unfamiliar problems. You take a structured approach to figuring things out, use the team’s knowledge and documentation wisely, and build competence deliberately over time.
• You make the team better by being on it. You share what you learn, help teammates without being asked, and contribute to a no-ego environment where knowledge flows freely.

If you read that list and thought “that’s just how I work”—we want to hear from you.

The Role

In this end-user-facing role, you will be the first point of contact for our clients, resolving issues with empathy and precision. You will be based primarily in our Quincy, MA office, providing both in-office and remote support to clients across the Greater Boston area, with occasional local site visits.

This is more than a helpdesk job. You will play a meaningful role in helping clients improve their IT maturity—and your instinct to communicate proactively, educate users, and follow through on every commitment is what makes that possible. White-glove service at JPMerc is the floor, not the ceiling.

Key Responsibilities

• Serve as the first point of contact for client issues—by phone, remote session, and walk-up support at our Quincy site.
• Triage, document, and resolve tickets accurately and in a timely manner, with clear notes that keep teammates informed.
• Communicate proactively with clients: set expectations, provide updates, and follow through without waiting to be asked.
• Deliver remote support to clients across the region and travel locally to client sites as needed.
• Maintain hardware and peripheral inventory with accuracy and consistency.
• Deploy and configure PCs, peripherals, and mobile devices.
• Collaborate with teammates on more complex issues and projects, sharing what you learn along the way.
• Track your time accurately and completely—every day—so your contributions are visible and team planning stays accurate.

Required Skills & Experience

• Excellent communication skills and a genuine enjoyment of working directly with people every day.
• Experience supporting PC hardware, peripherals, Windows, and Mac operating systems.
• Working knowledge of Microsoft Office, Microsoft 365, and common business applications.
• Familiarity with Ethernet and wireless networking fundamentals.
• Ability to troubleshoot malware and handle routine IT support tasks independently.
• Strong attention to detail and a consistent habit of documenting your work thoroughly.
• Prior experience in customer service, call center, or client-facing support roles is a plus.

Additional Requirements

• A driver’s license in good standing and a reliable, properly registered, and insured vehicle.
• Ability to safely lift and move items up to 50 pounds.
• Willingness to participate in a shared on-call rotation, with additional compensation provided for being available to respond if an emergency arises.
• A genuine commitment to white-glove service—not as a policy, but as a personal standard.

Why You’ll Love Working Here

At JPMerc, no-ego isn’t a value on a poster—it’s how the team actually operates. Senior technicians actively mentor. Knowledge gets shared, not hoarded. When you encounter something you haven’t seen before, you’ll have experienced teammates and well-maintained documentation to draw on—and you’ll be expected to contribute back to both as you grow.

We invest in the development of everyone on the team and promote from within whenever we can. What we ask in return is that you bring your full attention, your honest effort, and your best judgment to every client interaction.

Join us, and help make every client interaction a positive one—not because you were told to, but because that’s who you are.

Salary Range: $50,000 – $57,500

Benefits: Competitive benefits package including self-managed paid time off, subsidized health insurance (free for individuals), plus vision, dental, and more. Full details will be provided to qualified applicants.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are committed to providing support to individuals with disabilities and will assess whether reasonable accommodations may be provided to perform essential job functions.

Job Types: Full-time, Permanent

Pay: $50,000.00 - $57,500.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you understand this position is on site in our Quincy office, primarily Monday through Friday from 8am - 5pm?
• Occasionally, our technicians need to be deployed to a client site. Do you have your own vehicle, properly insured, in good condition?
• We favor candidates who include a cover letter. It helps us understand who you are beyond a list of skills and job dates. Will you be adding one?
• Our team shares an on-call rotation. After-hours calls are rare, but someone is always assigned to be available just in case. Do you understand and accept this as part of the role?

License/Certification:

• Driver's License (Required)

Work Location: In person