Pros
This job is a great introduction job, you are able to learn many things with Active Directory, Epic, and ServiceNOW. There is an okay amount of room to grow with the company, that is if you like being in one spot for years on end with no upward mobility.
Cons
There is ZERO, and I mean zero upward mobility in this position. As someone who worked there for 2+ years I stayed a level 1 analyst. I gained a higher education by obtaining the CompTIA A+ certification and was not offered a pay raise even after asking. After 2+ years of working there as well I asked for a normal raise and was only given a 32 cent raise (this company makes millions or billions of dollars and cant afford to pay their workers a good wage or increase their pay a decent amount) Management has some diamonds in the rough but the majority of management does not know their left from their right sometimes. They will sometimes have your back but the next minuet you are getting the most "yay good job team" after suffering through 200+ calls after an outage just happened. Not to mention that higher management does not like to communicate to anyone below them besides the supervisors. They sit in their ivory tower and could not make the time of day to respond to one email I sent asking to be moved to a different shift due to work life balance complications the shift they had me on was causing. Another thing to mention is the contracts this company holds. Their main and biggest contract is their one contract that is at risk of slipping due to poor management. The staff that take the calls are understaffed and overworked to the bone, and again for such a low amount of pay. Their contract company refuses to let them add more personnel to help and management refuses to even fight back and demand to add more workers, it creates a nightmare/hell for the analysts. If there is one thing to take away from this cons list, it is to realize that this job is a stepping stone, and I really mean it. Use this job as a way to learn new pieces of software and new methods of procedure. This company does not care about you and never will. They changed healthcare providers to a worse provider and also are changing their retirement plan company to a worse one. This company does NOT care about you and they never will, I would not recommend staying with this company for more than a year after you have learned everything you need to move away from the company.