Information Technology On-Site Technician

Premier Networx; Augusta (GA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Company vehicle

Mileage reimbursement

Job summary

Premier Networx is seeking a Service Desk Technician II to join our growing MSP team in the Augusta area. You will handle escalations, troubleshoot complex issues, and mentor Level I staff while delivering reliable on-site and remote support to local clients.

Ideal candidates bring 4 years of IT support experience or a 2-year IT degree with 2 years hands-on, plus CompTIA A+. You will document work, collaborate with peers, and ensure excellent client experiences in a fast-paced environment.

Qualifications

• 4 years of IT experience in technical support or service desk roles.
• OR
• A 2-year technical degree in an IT-related field plus 2 years of hands-on experience.
• Note: If you do not currently hold your CompTIA A+ certification, you will be required to obtain it within 6 months of hire.

Responsibilities

• Respond to and resolve advanced service requests and incidents via phone, email, or ticketing system.
• Serve as an escalation point for tickets not resolved by Level I Technicians.
• Troubleshoot and resolve complex technical issues involving workstations, mobile devices, business applications, and basic infrastructure.
• Provide support for software platforms including Microsoft 365, Adobe, QuickBooks, and other business-critical applications.
• Assist with on-site technical support in the greater Augusta area as needed.
• Perform installations, configurations, and upgrades for hardware and software.
• Troubleshoot and maintain printers, scanners, and other peripherals.
• Administer user accounts, permissions, and group policies via Active Directory.
• Provide backup dispatch support and coordination when needed.
• Interface with third-party vendors on technical issues and project coordination.
• Document work accurately and track time in ticketing system.
• Mentor and provide training support to Level I Technicians.
• Contribute to a collaborative and solution-oriented service desk environment.
• Perform other duties as assigned by management.

Skills

Windows 10/11

Office 365 admin

Active Directory

Basic networking

MSP tools

Microsoft 365 apps

Adobe CC

QuickBooks

Backup/antivirus

Troubleshooting

Documentation

Education

4 years IT experience or

2-year IT degree + 2 years

CompTIA A+ within 6 months

Tools

MSP ticketing systems

RMM platforms

Job description

We're looking for a Service Desk Technician II to join our growing managed service provider (MSP) family at Premier Networx! As a trusted IT partner to small and medium-sized businesses throughout the greater Augusta area, we're committed to delivering proactive, reliable support and excellent client experiences.

Our Culture

We believe in education, growth, and teamwork. At Premier Networx, we encourage curiosity, continuous learning, and a passion for helping others. Our people are the heart of our service, and we take pride in being a team of tech enthusiasts who work hard and have fun doing it.

• Strive for excellence in everything we do
• Aim to make a positive impact with our team and our clients
• Are driven by curiosity and a desire to grow
• Foster a fun, energetic, and collaborative workplace
• Create a supportive and inclusive environment
• Believe that together, we can achieve great things

Our Core Values

• Proactive Ownership - Take initiative, drive results, and own your work
• Client Experience First - Always prioritize the client's success and satisfaction
• Unrelenting Dedication - Push for excellence, even through challenges
• Promises Kept - Follow through and stand by your word
• Embraces Change - Stay adaptable and open to growth and innovation

Your Role as a Service Desk Technician II

As a Service Desk Technician II, you'll be a key escalation point for the service desk. You'll handle more complex technical issues that require deeper troubleshooting beyond the scope of Tier I, leveraging your expertise to resolve incidents both remotely and on-site. You'll apply advanced troubleshooting methods and critical thinking to resolve a wide range of end-user and infrastructure-related issues. You'll also support and mentor Level I Technicians and serve as acting Help Desk Lead when needed.

Duties and Responsibilities

• Respond to and resolve advanced service requests and incidents via phone, email, or ticketing system
• Serve as an escalation point for tickets not resolved by Level I Technicians
• Troubleshoot and resolve complex technical issues involving workstations, mobile devices, business applications, and basic infrastructure
• Provide support for software platforms including Microsoft 365, Adobe, QuickBooks, and other business-critical applications
• Assist with on-site technical support in the greater Augusta area as needed
• Perform installations, configurations, and upgrades for hardware and software
• Troubleshoot and maintain printers, scanners, and other peripherals
• Administer user accounts, permissions, and group policies via Active Directory
• Provide backup dispatch support and coordination when needed
• Interface with third-party vendors on technical issues and project coordination
• Document work accurately and track time in ticketing system
• Mentor and provide training support to Level I Technicians
• Contribute to a collaborative and solution-oriented service desk environment
• Perform other duties as assigned by management

Experience and Qualifications

You must have one of the following:

4 years of IT experience in technical support or service desk roles

OR

A 2-year technical degree in an IT-related field plus 2 years of hands-on experience

Note: If you do not currently hold your CompTIA A+ certification, you will be required to obtain it within 6 months of hire.

Technical Skills and Knowledge

• Windows 10/11 and Microsoft Office Suite
• Office 365 administration and support
• Active Directory user and group management
• Basic networking knowledge (IP, DHCP, DNS, etc.)
• Experience with MSP tools (e.g., ticketing systems, RMM platforms)
• Familiarity with common business applications such as:
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Adobe Acrobat and Creative Cloud
• QuickBooks and similar accounting platforms
• Experience supporting backup and antivirus software
• Excellent troubleshooting and problem-solving skills
• Strong communication and documentation habits

Preferred Certifications

• CompTIA A+ (required within 6 months if not already obtained)
• Additional desired certifications: Network+, Microsoft 365, Azure Fundamentals, or other relevant credentials

Other Requirements

• Regular, reliable on-site attendance at our Augusta office (this is not a remote position)
• Valid driver's license and ability to pass a background check
• Company vehicle provided for local client site visits (use of personal vehicle may occasionally be required - mileage is reimbursed)

Why Work With Us?

• Be part of a close-knit team that values collaboration and mutual growth
• Get access to hands-on experience and mentorship opportunities
• Work in a dynamic, people-first environment
• Grow your skills and career in a supportive setting that values education and development