Tier 1 Support Services Engineer

PDS Managed Services | Casper, Wyoming

Build your IT career. Make a difference for clients.

Great IT support does more than fix a technical issue—it helps someone get back to work with confidence.

At PDS, technology is about people, trust, and taking care of the businesses that count on us. We’re building a team where you can:

• Put your skills to work. Solve practical problems across a variety of client environments.
• Keep learning. Expand your experience with Microsoft 365, networking, endpoint management, and cybersecurity tools.
• Contribute from day one. Your ideas, initiative, and attention to the client experience matter.
• Work with a collaborative team. Share knowledge, ask questions, accept coaching, and help others succeed.
• Build a long-term IT career. Grow your technical capabilities and pursue opportunities for greater responsibility.

Help clients stay productive

• Respond to support requests by phone, email, ticketing system, and remote support tools.
• Troubleshoot and resolve Tier 1 issues with care, accuracy, and a sense of urgency.
• Keep clients informed with friendly, clear communication.
• Own requests through resolution, coordinating with higher-level engineers when needed.
• Document troubleshooting, resolutions, and client updates so teammates can build on your work.
• Meet established service standards and response expectations.
• Participate in assigned after-hours or emergency support rotations.

Your work will span several core areas:

• Microsoft 365 and identity:
  Outlook, Teams, One Drive, SharePoint basics, password resets, account administration, MFA, and Entra  / Active Directory user management.
• Windows and endpoints:
  Workstation troubleshooting, software installation and updates, printers and peripherals, remote support, laptop provisioning, and established malware remediation procedures.
• Connectivity:
  Basic TCP/IP troubleshooting, DHCP and DNS concepts, Wi-Fi, VPN connections, and coordination with internet service providers.
• Security:
  Secure handling of systems and credentials, endpoint protection and monitoring tools, and prompt escalation of suspicious activity.

You don’t need to know everything. You do need to be dependable, curious, and ready to take responsibility for your work.

We’re looking for:

• Familiarity with Microsoft 365 and Windows desktop support.
• A basic understanding of networking concepts.
• Strong verbal and written communication skills.
• The ability to prioritize multiple requests in a fast-paced environment.
• A calm, professional approach when clients are frustrated or under pressure.
• A collaborative mindset and openness to feedback.
• Reliable transportation and a valid driver’s license.

One or more years of IT support or helpdesk experience is preferred. Experience in a managed service provider environment is strongly preferred.

• CompTIA A+, Network+, or Microsoft Fundamentals certifications.
• Experience with remote monitoring and management (RMM) or professional services automation (PSA) platforms.
• Experience supporting multiple client environments.
• Familiarity with cybersecurity best practices.
• Basic Power Shell knowledge.
• Exposure to tools such as Datto, Huntress, Sentinel One, Microsoft Intune, Connect Wise, Ninja One, Sophos, Ubiquiti, or Sonic Wall.

You’ll succeed at PDS by earning client trust, solving problems thoughtfully, and becoming a stronger technician over time.

That means keeping clients informed, creating useful documentation, reducing repeat issues, knowing when to ask for help, and contributing to a team others can count on. We value both the quality of your technical work and the experience you create for the people you support.

PDS offers competitive compensation based on experience and certifications.

Benefits may include:

• Health insurance.
• Paid time off.
• Retirement plan.
• Paid training and certifications.
• Company-supported professional development.
• Career advancement opportunities.

Bring your curiosity. Build your future.

If you take pride in helping people, enjoy working through technical challenges, and want to grow alongside a team that values integrity and shared success, we’d like to hear from you.

Join PDS in Casper and help Wyoming businesses work with confidence.