Help Desk Technician

Who we are

PTG is a leading Managed Services Provider (MSP) located in Greenville, SC with clients located across the US. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

IT Service Desk Associate

PTG is looking for a Quick Fix Engineer to join our team. The ideal candidate will have strong troubleshooting, desktop support, networking, public cloud, and customer service skills. This role supports a local client on location with various configurations of the Microsoft platform, with a strong focus on Microsoft Cloud Technologies such as Office 365, Microsoft 365, and Azure. The successful candidate will be able to work in a fast-paced, constantly changing, casual environment with minimal oversight. They will be able to create a phenomenal customer experience by engaging with customers and building relationships with the supported users.

Your day to day

Responsible for resolving support tickets from our contract customers and assists in scheduling tickets for the various levels of the team.

• You will work in a team environment with other engineers, technicians and non-technical staff of varying experience.
• Provide troubleshooting, desktop support, networking, public cloud, and customer service skills.
• This role supports a local client on location with various configurations of the Microsoft platform, with a strong focus on Microsoft Cloud Technologies such as Office 365, Microsoft 365, and Azure.
• Engaging with customers and building relationships with the supported users.
• Determine the level of urgency and priority of incoming customer tickets.
• Assess tickets, assign tickets to the appropriate engineers, and assist with escalations as required.
• Make outbound calls and emails to schedule service appointments.
• Actively assist with updating and improving all processes related to Help Desk and Dispatch
• Answer inbound calls
• Other duties as assigned

Your experience

1-3 years’ experience in IT with a focus on supporting Microsoft products

Display a positive attitude and initiative as well as the ability to solve problems without supervision

Possess excellent phone etiquette, written and verbal communication skills including experience with technical documentation

Ability to prioritize and multi-task while accurately tracking time using PTG's ERP system

Experience troubleshooting: Active Directory user, group and Group Policy management, Office 365 and Microsoft 365 cloud and desktop applications including Microsoft Teams, Windows Desktop PCs, software, and hardware.

CompTIA or Microsoft certifications preferred

What we do for you

At PTG we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights

Competitive benefits package, including medical, dental, vision, and life insurance

• 401k match
• Unlimited Approved PTO after one year (2 weeks your first year)
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs