Pros
There are both pros and cons to working here.
One positive is that it can be a decent way to get started in the IT field, especially if you are trying to build hands-on experience. There is training available, but most of it is expected to be completed on your own time rather than during paid work hours. There is no overtime or paid time given for training, even though more training keeps getting added.
The biggest positive is the people you work with in the field. Most field coworkers are great, helpful, and easy to work with, even if you may not meet them often in person.
Dispatch used to be much stronger, but after the large layoffs in 2025 and the company’s move toward AI-based systems, the support process has become less reliable.
The job also gives you a chance to travel around your state and sometimes to surrounding states. Occasionally, there may be opportunities to fly to other areas for work.
You can gain basic hardware experience, and if you are placed in the right situations, you may also get some exposure to enterprise IT environments.
Cons
Management is one of the biggest issues. Expectations are often unrealistic, and employees are expected to complete tasks immediately, even when the workload is already heavy. Training can be assigned with very little notice, sometimes in the middle of the workday, while still being expected to run tickets. In some cases, training is expected to be completed the same day or within a very short window, without proper time being set aside for it.
Dispatch is also a major problem. Some dispatchers are good people and try to help, but the overall dispatch process is poorly run. Dispatch used to be much better, but after the large layoffs in 2025, the quality of support dropped heavily. The company appears to have shifted more work toward AI or automated dispatch systems, but the process does not work well in practice. Tickets are often assigned without enough technical understanding, proper planning, or realistic timing.
Many dispatchers seem to have little to no technical training, so they mainly assign tickets without fully understanding what the work involves in the field. This creates problems for technicians, especially when tickets are vague, incorrectly assigned, or scheduled in a way that does not make sense geographically.
Driving is another major downside. If you are hired for a 200-mile radius, expect that to mean long drives in your own vehicle on a regular basis. In practice, it can feel like 200 miles or more almost every day, depending on the workload and ticket locations.
Pay is low for the type of work being done. The training is limited mostly to online courses, and new employees may only shadow a small number of tickets before being expected to work independently. After that, they are often sent into the field to fix issues they have never seen before, with limited support and unclear expectations.
There are many other issues, but the biggest problems are poor management, weaker dispatch support after the layoffs, long driving distances, low pay, and not enough hands-on training before being expected to work alone.
