Pros
The job is a great entry-level position. Maybe for someone who is new to IT. The pay is decent.
Cons
Promotions are nearly impossible even after years with the company. The work is nonstop chats, calls, and tickets, basically a call center job. Remote tasks are limited to simple things like password resets, Windows updates, or software installs, nothing that builds real skills. Schedules are strict with 4x10 shifts and mandatory 30 minute lunches. There’s no flexibility like you’d expect in a salaried role. Training doesn’t exist and there’s no time to focus on career growth. Management repeats the same line about improvements, but the major problems never get fixed. Burnout is constant. If I had the chance to do it over, I would not have joined the OTS remote help desk team.