Pros
For Tier 1 IT work, they're among the highest paid in the area (trailing behind First Horizon Bank) at $20 per hour and the work isn't bad considering what you're paid. You get popcorn on Wednesdays sometimes and the building is air conditioned. That's all I got...
Cons
There's absolutely no room for growth. Tier 2 positions rarely come by good techs are passed up in favor of hand-picked favorites. In my 3+ years here, I'd seen at least 3 techs that were the most qualified & tenured for the promotion all get passed up. One of the guys even had certifications, wrote SOPs for incoming technicians, and had a hand in training the techs that got promoted over him. I don't blame him for leaving a month later. The work itself is barely IT work, so when you eventually leave for something else, you find that you don't know a whole lot. Management isn't interested in helping you develop as a technician. Manning the phone queue is priority over absolutely everything else. Other departments in IT almost always hire from outside of the company, leaving you with having to seek opportunities elsewhere after you want to progress. The $20 per hour that they pay is a carrot that they dangle in front of you to keep you satiated. After all, they're probably the highest paying Tier 1 Help Desk in the area, so what other options do you have? Lower management prioritizes "customer service" above all else (even though your end users are just coworkers). They have a rule where if you've been on the phone for 30 minutes are so, that you need to automatically escalate the issue to one of the Tier 2 techs. This gives you no chance to grow, no chance to develop, no chance to dig into your issue, and makes for lazy technicians that just escalate by default more often than not. Their turnover rivals that of fast food restaurants. I've seen at least twice where people tried to do the right thing and put in a two weeks notice after finding new jobs and they decided to let them go right then and there, leaving those techs with a gap in pay. Upper management often makes radical changes on short notice that the Tier 1 desk has to deal with because their workers from all over the country are all calling at once. Even something as simple as their ticketing system is the most poorly executed platform that I've ever worked with. To put it politely, it's messy at best and completely awful at worst. If you need a gig and are somewhat handy with computers, it's not bad, but if you want to get into tech and are looking for a first step, this is absolutely NOT. IT (pun intended).
