Avantages
At first, Intelligent Technical Solutions (ITS) seems like every IT geek’s dream come true. Their job postings are cleverly worded with all the "non-corporate" buzzwords. Lunch provided by a "professional" chef? No "stuffy suits?" You're "more than an employee number?" What could be better? As it turns out, a lot. Before I get into the "cons," let me give credit where it's due. They ARE a "young, fast paced" start up company. It's true that they provide lunch every day. And it is also true that you get to work with a variety of different software programs and network setups. The employees, for the most part, are genuinely good people who are truly excited (most of the time) to work there. But that's where the pros end.
Inconvénients
Now for the cons. Settle in. Pay & "Bonus": the pay is sub-par, but they lure you in with the "not-a-promise-promise" of a "generous" bonus structure. The bonus structure is based on two things: your IT-related certifications and the company's net profitability for the month. They provide a complex algorithm as to how they calculate it. But the fact is that if even one or two of their "major" clients fail to pay their bill, then you probably won't be getting a bonus (or if you do, it will be negligible). In fact, they typically continue to require the techs to support these customers even after three to four months of delinquent invoices. They tell the techs not to worry about it - they say that's the job of the sales team. But it's difficult to ignore that you're supporting customers for free. Working Conditions: They don't have their own building. Actually, they're essentially "squatters" in the building of Paul Steelman & Associates, an architecture firm. They cram everyone into a room that's about 10 feet wide by 50 feet long. Everyone works off of a long counter where techs are cramped with very limited workspace. When two or three people are on the phone at once, it gets extremely noisy (to the point that many customers complain about the background noise). The "room" is not well-ventilated and if you want to see any semblance of daylight, you'll have to go outside. The lunch they provide by their professional chef is hit-and-miss in terms of “edibility.” Daily Tasks: Much of your day will be spent responding to tickets opened by the end users of clients of the company (standard MSP stuff). They like to use cutesy titles like "Network Ninja" and "Systems Sage" and assign arbitrary levels (1-4) to those technicians. But if you're an experienced IT Server Administrator or Network Engineer, do not expect to do much work in terms of actual systems or network maintenance. 98% of their workload is end users experiencing varying levels of technical difficulties. But when it comes down to it, a "level 4" will still be stuck doing the work that most level 1 techs should be doing. If you want to work on projects that involve servers or routing/switching, you’re essentially told that you have to “earn it,” regardless of how much experience you may have. On call is rotated every week, and while they boast having an "extensive internal wikipedia," you often have to just "wing it." Hours: The hours are long, brutal and your "billable hours" are the standard by which they live. In order to get any kind of bonus, you need to have >75% billable time (and they will nickel-and-dime you for every minute you bill). Team leaders will modify your time (at the behest of management) in order to give breaks to the customers who whine about their invoices. Though if you're one of the "special ones" that is liked by management, you'll be immune from the "time whack" as long as you're in his good graces. Management: There's no easy way to say this: the management of ITS employs cult-like practices. If you're not goo-goo gaga over how amazing the company is, and how everyone is a "GDP" (G*d D*mn Professional - their words) then you'll be treated much differently. They paint a rosy picture even when the BS factor is through the roof. Outspoken individuals are discouraged from talking (unless you're ranting and raving about how great everything is). It's fine for a company to claim they're the best. Most companies do this. But when you're a startup that's squatting in undesirable conditions filled with hot bodies and abysmal ventilation, you do not, in this writer's opinion, have the right to make such claims. Culture: The culture is extremely low key (which is a "pro" to an extent). It's very informal for the most part. However, despite their rail against "corporate," they employ more corporate like behavior than they let on. The work schedule is rigid (read: if you show up at 8:02 instead of 8:00 sharp or earlier, you get the "evil eye" from management) and if you need to tend to personal business during a lunch hour, get ready for lots of crap to be talked about you behind your back. Mandatory company meetings are held weekly at 5:00pm. While they say they encourage employees to air any problems they have, little to nothing is ever done about their concerns. Summary: Although it may initially seem like ITS is an “up and coming” Managed Service Provider, the environment is less than ideal and they are far from other viable MSP’s in Las Vegas. The mentality that management tries to bestow upon the staff is cult-like, urging you to practically worship everything related to ITS. The pay is well below the median for the city, the benefits are average at best, and the bonus structure is a joke. If you’re looking to do phone-based technical support, then it may not be a bad stepping stone. But if you want to actually excel at higher level stuff, you’re better off looking elsewhere. On a scale of 1-10, where 10 is “best place to work ever,” I’d give them a solid 4. Consider yourself warned.
