Pros
When I was with this company there was solid communication between management and the help desk employees. I was given a company cell phone to track ticket status and be more available on the road. Ability to travel to remote site locations was available. Flexible schedule to meet SLA requirements was available. Was not number driven and management was in constant contact to make sure you had the tools you needed, and the performance reviews always were on the bright side to give more training if needed or offered potential promotion routes inside the company when available. My wife took a position out of the area and no positions were available in our new city so I had to leave the company. Otherwise, it was a very stable position.
Cons
Pay was generally on the lower side. Seems to be the case after reading so many reviews on many different companies. Pay based on the Bureau of Labor and Statistics data for the area where you are employing people and you can have a better chance to keep good, skilled, workers.