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 Services Help Desk Engineer to join our team. The ideal candidate is responsible for providing technical support and troubleshooting assistance to users experiencing issues with computer systems, software, hardware, or network-related problems. This role is often customer-facing and involves diagnosing, resolving, and escalating IT issues to ensure timely resolution. They will be the first point of contact for users seeking technical assistance. The role involves handling service requests, troubleshooting problems, and ensuring excellent service to both internal and external customers.
Your day to day - Respond to customer queries via phone, email, or chat in a timely and professional manner.
- Diagnose and resolve hardware, software, and network issues by providing step-by-step solutions.
- Assist with troubleshooting and repairing desktop computers, laptops, printers, and mobile devices.
- Guide users through installing applications and computer peripherals.
- Log, track, and manage incidents and service requests using a help desk ticketing system.
- Prioritize and escalate issues to higher-level IT staff when necessary.
- Follow up on outstanding tickets to ensure timely resolution and client satisfaction.
- Provide user training on common software, tools, and best practices.
- Assist users with password resets, access requests, and general inquiries about IT services.
- Document procedures and troubleshooting guides for internal use.
- Monitor systems and networks for potential issues or outages.
- Assist in regular system maintenance, updates, and patches to ensure smooth operation.
- Perform basic system and server checks as part of routine support activities.
- Work with other IT team members to address complex issues.
- Collaborate with third-party vendors or support teams when external assistance is required.
- 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