Pros
Good people. It could even be said that the people you meet become some of, if not the only things helping get you through your otherwise lackluster days here. Even management is good people, unfortunately their role kind of pits them against you so it unbalances. Some interesting work events (during work hours) Fire drills are rare, usually unannounced, and very loud - but a welcome extra break. If you don't have that much going on technically but come off well in the interview, they'll probably still put you on a phone with a script to follow and you'll still get paid for it. Good amount of PTO
Cons
Really old systems on the customer's end depending on their setup. What you get assigned is luck of the draw, though your skill set might land you a more technical set of customers. Unfortunately that tends to also mean higher expectations on you. Every part of your assigned customer's setup is up to them which means they could have stuff well in place, or not so much. This can become a problem if they are using a horrible ticketing system or force you to work in a clunky RDP but you have no way to complain about any of it (except to your team, going through the same mess that you are). Once you get placed expect to be on the service desk and, probably doing the same job for as long as you work here. You might win the lottery and get a sideways "promotion" to the other side of the room, odds are maybe 1 in 75 (not counting favoritism of some people over others) happening maybe once a year. The setup is totally remote but there is no work from home option. Ironically this entire job could be done from home because, it is setup to be 100% phone-based or LogMeIn-based connection with nothing happening in person or on site. If this doesn't make sense to you then You will learn that the service desk is the most profitable part of the entire company but you will make around $15/h and your generous (their word) raises will not be more than a dollar a year. It is worse that there is a very low barrier to entry so you will be making about the same as someone that went to college/has experience even if you do easier work. Your work is contracted to your customers so their needs come before yours, for example if you have a four person team and two people call off work then the two remaining better still get the whole day's work done. Even better if they "Strongly suggest" that you stay late to cover the work because it HAS to be done and you can say no, but of course that will earn you some red. Some days tickets never stop coming in. It gets to a point where you can actually click the refresh button and see more come in sometimes. People steal other people's lunches so much that management will send out emails and it will keep happening. This is not a joke or exaggeration.