Pros
30 days vacation, work from home.
Cons
Helpless help desk refers to being completely on your own, as with a typical MSP they cater to multiple clients and while some may know them better then others tons of items are undocumented and those who know the information are not forthcoming to help as they're busy with "more important" things and to "work it out". They also utilize one of the worst practices in IT, they rely on the amount of closed and resolved tickets to determine your worth, usefulness, how much work you do, and whether or not they keep you employed or need to go through "retraining". Because of this practice you're judged on closed tickets against individuals who have been there for 3-6 years and who know most of the clients in and out and can therefor close more tickets then a new employee who is still getting up to speed, but this isn't seen by management; instead management compares you against all the other individuals no matter how long you've been with them and if your closed count isn't up to par you should expect a nasty email or phone call. As an employee you shouldn't expect to get a raise or promotion unless you're family or share a last name with a current individual who is employeed there. They also says "family comes first", but that just means there family; they get the promotions and raises as well as all the time off they need while the lower totem employees get stiffed with the ability to take off time when they need it if it doesn't line up with what management wants. You should also expect to make the least amount of money you've ever made, but be required to do a lot of work, change your schedule, travel on your own dime (but be reimbursed once a month, as you're paid monthly), and expected to be able to change your schedule at a moments notice if someone is out or on vacation.