it support

desktop support technician

field technician

installer

technical support specialist

Buchanan Technologies

A decent starting job for anyone trying to get into IT but be aware of the pay. When interviewing with the company, they mentioned that I would be working with a lot of clients, and they really meant ALOT. Which was a hit or miss for me, the big problem that I came across was the new hire training, which ideally should cover all the clients you should be supporting right? Not necessarily, was introduced to the clients and was able to shadow fellow coworkers but in my time during training, I got barely got to see any sample calls, none for a couple of them, so I went into the real job blind for a couple of clients with the expectation that I should be able to assist them.

The clients all have their respective knowledge articles, which vary from poor to good, but even then, as expected, doesn't cover everything and every issue you will come across. 

When interviewing with them, they mentioned that 70% of the tickets worked would just be password resets, which seems to almost the opposite in my experience, most calls I've taken are related to an obscure application you've never heard of.

A decent place if you want to work with the variety of applications/processes to support and learn. I personally couldn't take it, as I had issues with my access to accounts/programs from the very beginning and still, and the team that dealt with it would either be in the other half of the day and wouldn't be able to reach me or fix my access until the next day, or later if they even reply back, sometimes I have to wake up with 2/3 hours of sleep to work with them to work on my issue so I can try to do my job.

Great certificate potential. They will pay for any certification test as long as you pass any previous tests. Plenty of learning material to study but on your own time. Also, getting a cert is the only way to get a raise and they cap the amount you can get. 
No room for advancement. Always understaffed. They used to hire people that have experience in IT, like college graduates like myself. Now they only hire people with customer service experience and NO IT experience. This requires the techs with IT experience to train or do the work for them until they learn. 
On the after hours team they are always shorthanded but keep adding new clients while not being able to keep anything but a skeleton crew to support 40+ clients. 
No standardization for the clients and a majority have proprietary and/or separate ticketing systems to work with. 
No compensation for working new clients. Went from working around 20 clients to over 40 and expected to keep up with a work load that the day shift with a dedicated team for a single client couldn't keep up with.
Management is lazy and cannot even do the job of the people they manage because they don't have credentials or have not been trained for the client. Also, some managers refuse to work by hanging up as soon as they answer the phone so the next person in the queue gets the call or they take themselves out of the queue so they don't have to take any calls or chats. 
Management also takes credit for other peoples work.
They do prorate sick leave and provide 48 hours each year.
Vacation time is good if you can take it. 
Hardest part of the job was keeping up with all the new clients and the poor training received for them if any was given. 
Keeping track of the 70+ usernames and passwords for all the different accounts each client had. 
Using the extremely outdated equipment that was provided and not being listened to when equipment was needing replaced or upgraded.

Typical day at work involves handling dozens to hundreds of services for dozens of clients. 
Unfortunately, not much to learn on the job unless you are new to IT work although they do provide support for self-learning. 

Management is a bad situation, too much to cover here but as an example one of my coworkers was threatened by our manager at the time by means of screaming and attempting to convince my coworker to meet him in the parking lot to fight. That manager was NOT fired for that offense nor was the attacked coworker moved to a team they could feel safe on or really any visible repercussion to the manager or safety measure to the coworker. 

I like the culture, although it may have contributed to above managerial concerns. 

Hardest part of the job is adapting to entirely different environments between calls and the striking lack of advancement opportunity. 

Most enjoyable part of the job is the educational benefit. They will support you through paying for your certification exams, so long as you keep passing them. They also give raises for obtaining additional certifications up to a cap.

I thought this would be a hands-on IT support job. It’s not. It’s a freaking call center job. They have you learn MULTIPLE softwares which is confusing, and expect you to use each of them for each different customer when they all have different ways of running things. They didn’t even train me, they just rushed me through everything, then got mad when I didn’t know what to do. The teams group that have you ask questions in is ridiculous. Everyone is helping other people, and most of the time when you ask questions you either have to wait an hour for a team member to respond, and you have to ASK to escalate a situation to L2. The people in the teams chat are smart-mouthed and arrogant. The higher ups are smart-mouthed and arrogant. Even the HR team is. It’s ridiculous you work hard for such little pay. The work environment is not professional AT ALL. It’s a bunch of unhygienic individuals with stains on their shirts,  B.O, talking about games and have no social skills whatsoever. And I’m L2 and bust my behind making PowerPoints, pages, meetings, etc. to get no raise in pay. And god forbid if you get sick. They fired my friend because of her health problems. I wouldn’t spit on this company if it was on fire to put it out.

Buchanan Technologies is very good at getting people certifications and work experience. However, call center environments can be extremely stressful and demanding. If you want experience this is the best place to start. But I would not recommend anything longer than two years if you are a service desk analyst. This is a extremely fast paced environment and I have been there for over two years, not everyone can handle this. I have seen people come and go frequently here. This is an excellent place to add to your resume. If you want experience come here. If you want to grow come here. But be ready for a very busy, very demanding, very stressful stay if you are a level 1 agent.

Great company to come and move around in. I've seen people start in one position and move to other postions. I've talked to Tier 2 techs that started on the phones and they eventually moved to Tier 2 techs at The Mary Kay building. There are even sales people that started in I.T.  The managers are awesome and always willing to answer your questions.  It gets rough at times and you need to be prepared to talk a lot, the call voume is tough with a smaller community of employees. Other times the learning opportunites are great. They give you Buchanan University which consist of multiple training videos over the I.T. industry. Whether you're a seasoned employee or a brand new employee the owner of the comany treats you like a friend, as do the rest of the people here. - AVC

Workload is extremely over whelming. Average 60+ calls a day

Bathroom breaks, Smoke Breaks, Lunch breaks ALL monitored. Are you serious? You have to put what time you leave, just to take a ****.... This is a new implemented system because some of the upper managers are trying to suck up for a promotion.

Local bosses Reed and Cavin are awesome. HR and rest of company are fake and do what is needed to make themselves look good.

Paid certification
401k
Health Benefits
12.50/hr  pay, ZERO pay raise. Regardless of how hard you work ( 3+ years )

they will add work to you, new companies with out adding more workers or increasing your pay. They give you no motivation to do more work, but are easily right there to criticize your work..


only work here if desperate and I suggest having them buy certification test ASAP, take them than get out.

This job required being a team player and having excellent interpersonal skills. There are day to day dealings with staff that could be a $30k year salary employee up to the executive level. No two days are alike. There is book keeping and reporting that is done on a regular basis. Buchanan is very involved in the community so there are community events to organize and be involved in. This position requires sitting in most meetings done throughout the company and every meeting the CEO attends.

I did not like the drive but I liked my job. It was my first Point Of Sales job and the lab was great. Management treated you like you were a qualified adult. I did not like the customer Army & Air Force Exchange Service though they made the job more stressful then it had to be. I loved how they showed their employees Appreciation all year around!! This was the last company that I worked for that really cared out their employees and their home lives.

Buchanan Technologies has provided an excellent opportunity for me to gain knowledge and experience working as a Help Desk agent. I have developed strong troubleshooting skills solving a variety of software, networking, and printer related issues, as well as administering Active Directory, Microsoft Exchange Server 2013, Citrix, and SAP.

I have also been able to develop strong customer relationships and have been entrusted to manage one of our newest clients.

Management strongly encourages professional growth,they always ask what they can do to ensure that you have a successful career path.

Top Job Titles	Average Salary
It support 22 salaries reported	$30,008 per year
Desktop support technician 8 salaries reported	$26.88 per hour
Field technician 40 salaries reported	$33.76 per hour
Installer 9 salaries reported	$25.00 per hour
Technical support specialist 1 salary reported	$75.00 per hour

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