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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - II - **Company:** The Pollock Corporation - **Location:** Augusta, GA, United States - **Salary:** $45,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Amazon Web Services, Server Applications, Microsoft Azure, Business Software, Software Documentation, CompTIA Network+, Computer Literacy, Dynamic Host Configuration Protocol, Domain Name System (DNS), Internet Information Services (IIS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, Routing, Cloud Services, SQL Databases, TCP/IP, User Provisioning Software, Computer Equipment, Amazon Relational Database Service, Information Technology, Hardware Infrastructure, Cisco - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7ab931dd45bdea8c ## About the Role Do you have a valid Driver's License license?, Do you have experience in Windows?, Do you have a High school diploma or GED?, * Ability to work in a fast-paced help desk environment. * Ability to multi-task and prioritize work efficiently. * High attention to detail and ability to work with others to resolve issues. * Ability to maintain a courteous and professional rapport with clients, even in high-stress situations. * Meet high corporate standards of attendance, work quality, and performance. * Must have intermediate experience with the following: * Computer hardware, software, and operating systems. * / Entra ID and Group Policy. * Installation and troubleshooting of peripheral devices and software. * Must have basic experience with the following: * Network concepts and services such as TCP/IP, DHCP, and DNS. * Server hardware, software, and operating systems. * Experience with any of the following is desired, but not required: * Advanced network concepts such as Routing, Switching, NAT, and VPN. * Cloud solutions such as Office 365, AWS, and Azure. * Server applications and services such as SQL, RDS, and IIS. Education, Experience, and Certifications: Required: * Minimum of a High School Diploma or GED * Minimum of 2 years of professional IT support experience * Minimum of 1 year in a Tier II support role or equivalent experience * At least one industry-recognized certification such as: * CompTIA A+ * CompTIA Network+ * Microsoft Certification * Cisco Certification * Equivalent technical certification Preferred: * Associate's Degree or higher in Information Technology or a related field * Experience working for a Managed Service Provider (MSP) * Experience with PSA and RMM platforms Work Environment: This position may be performed in-office, remotely, onsite at client locations, or through a hybrid arrangement based on business needs. The role requires extended periods of computer use, phone communication, and interaction with various technology systems and equipment. Occasional travel to client locations within the service area may be required. A valid driver's license and reliable transportation are preferred., * High school or equivalent (Required) Experience: * IT Support: 2 years (Required) License/Certification: * Microsoft, Cisco, or CompTIA (Preferred) ## Description The Service Desk Technician II is a client-facing technical support professional responsible for delivering exceptional remote and onsite IT support to clients throughout Augusta, Georgia, and the surrounding areas. This role serves as a primary escalation point for complex technical issues and requires strong troubleshooting skills, excellent customer service, and the ability to work independently in a fast-paced Managed Service Provider (MSP) environment. The successful candidate will support a diverse client base across multiple industries and must be comfortable managing multiple priorities while maintaining a high level of professionalism and technical expertise. Responsibilities: The primary responsibilities for this position include, but are not limited to: * Receive, prioritize, document, and manage incoming service requests through phone, email, ticketing systems, and internal channels. * Troubleshoot, diagnose, and resolve Tier I and Tier II technical issues involving desktops, laptops, mobile devices, servers, networks, cloud services, and business applications. * Serve as an escalation point for Tier I technicians and assist with advanced troubleshooting and issue resolution. * Perform onsite support and project-related work as needed at client locations. * Document all troubleshooting steps, resolutions, and client communications accurately within the PSA platform. * Follow established service desk procedures, escalation processes, and documentation standards. * Manage assigned tickets to completion while meeting service level agreements (SLAs) and response expectations. * Proactively identify recurring issues and recommend solutions to improve client environments and service delivery. * Assist with user onboarding and offboarding processes, including account management, device deployment, and access provisioning. * Participate in after-hours support and on-call rotations as required. * Collaborate with fellow technicians, engineers, and management to ensure a high level of client satisfaction. ## Related Videos - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)