Pros
Great training program and the onboarding process is the only slight downside to getting employed. However, when I was processed via onboarding there were roughly 30-50 of us, so it took at least four hours. I would certainly believe that whoever job seekers go through now would entail a maybe one or two hour onboarding. Please bear in mind that there will be an investigation into your life and this is a federal position. So if you have any black marks, either get rid of them before contacting Phacil or don't even bother to apply. I am not going to sugarcoat what they expect of you. I'd advise sticking to being at least middle of the pack in regards to handling calls. If you are getting "burned out" or stressed, I'd advise going for the outage group. You will still have duties to learn and perform, but they are far less stressful than service desk. If you want to transfer over to Network Operations, I would highly recommend passing the CCNA test at minimum. I tried but failed, which ultimately led to my dismissal. To be of merit and have a pretty good career, I recommend learning Enterasys switching and passing that certification as well. And if you happen to be a go-getter or just super awesome, then you'll likely get promoted to supervisor.
Cons
If you are not a super go-getter like I was in the first few years of employment, expect performance improvement plans. The company does allow newcomers to start as long as they have a good background in IT. Also, if your notes or level of teamwork is below average, again you better expect a performance improvement plan. Don't get in the habit of being late, or just going through the motions.