I originally thought you wanted out due to the wording of your question. If someone is having file server problems, and you then immediately send this ticket off to a sysadmin, you've done nothing but pass it along. People who can't handle it just don't get taken seriously by their peers or their managers. I love that you can indulge your interests in weird cat memes as … Some people in this category turn it into kind of a game where they'll reply to a user's ticket, but usually just a bunch of questions and send the email at 4:59 to kick the can down the road for another day (or three). If you can’t fix it […] Press question mark to learn the rest of the keyboard shortcuts. You do get angry users, sure, but I haven't spoken to that many. i tend to see this show up in two different ways. Congratulations. I'd appreciate that :). The infamous IT Helpdesk Wheel of Responses (hat tip: reddit/ITdept) 1. 6 free IT help desk ticketing systems; ... they save money and you get a job. 13,935 Part Time Help Desk jobs available on Indeed.com. What they're up to is anyone's guess. When clients call about a crashed computer, a glitch in their software or a suspected virus, chances are they were working on a deadline. Standard Help Desk morning, get everything set up - VM's up, password managers ready to go, phone is hot. Thanks for this. Oh and your soul will be crushed when applying online and having to tick a box with how much related experience you have - if its 0, your resume goes to the trash. The national average salary for a Help Desk Manager is $62,369 in United States. The help desk guy who says "Hey, I've been playing around with apache and nginx on my linux box at home. If you’re a real go-getter, then you can add Linux to the mix. Here are some tips from the helpdesk experts on Reddit that can get you headed towards that first raise and promotion. I am going to be honest with you. Far, far too many techs do not understand this and get hung up on the right "IT" way to do things or whatever else. 14. No one likes angry people, and most service desk workers are less inclined to help someone that's called them a complete nincompoop (or stronger words to that effect). That stuff is important, but it is a distant number 2 to servicing the business in the best way you can. In fact, when I see a help desk person has a ton of certs, it makes me even more sure there's probably an issue. Job boards and recruiters aren't helping here. But instead of rolling with this and using it as an opportunity to actually SSH into switches and look at settings, he gets pissed off he doesn't have full admin access. Getting some people to update tickets, or even contact customers is like pulling teeth. Job market is extremely rough. Knowing how to do this is critical. Considering how large the market for Mac OS X has grown, you should do your best to get a handle on that platform, as well. Often times if something is concisely written and presented to upper management/your team as a plan, it'll have to be explain in different ways to different people. is a really annoying person. Reddit communities reflect how varied, sprawling and ever-changing we are as a society, and as people. Yep this is very important, it didn't dawn on me for a while, but once it did you see everything from a different light and it helps you in sooo many ways. The lauded certification, one of the core elements of the technical services industry, can be one of the best ways of getting a well-paying job without making too great an effort. When writing your resume, be sure to reference the job description and highlight any skills, awards and certifications that match with the requirements. The help desk guy who goes around asking "how do I become a linux admin? The site may not work properly if you don't, If you do not update your browser, we suggest you visit, Press J to jump to the feed. No big deal, but he's not super savvy with tech and what should be 5 minute process is taking 35. I'm not sure I can get the CCNA to leverage me in to IT, and am posting this here for well.. informative purposes. Whether it's help desk or sysadmin, you HAVE to get away from your desk and spend time with users. Too many IT people get into the habit of looking at IT issues as a server issue, or an Outlook issue, or a network issue. Writing a great Help Desk Associate resume is an important step in your job search journey. If that is what you like and you are good at it then that is fine. I get a call in, older man and needs his password reset. And, just like a bartender, you need to be friendly while you listen. Help Desk Support staff are responsible for offering technical assistance to customers on the phone or via email. Absolutely. 5. Can’t Find a Job? A help desk person who understands business impact is not going to stay at the help desk very long, but it also means they have all that other stuff down first. It is the single most important question in IT. This is a really interesting perspective, i haven't really thought of it that way. In short, don't let it get to the point where they blow a fuse. But in terms of money and benefits, I just can't leave it. Learn about what they do and what their department does and then how all the departments make the business run. Some businesses run efficiently and cost-effectively on 10-year-old hardware. Apply to Help Desk Analyst, IT Technician, Customer Service Representative and more! As someone who sys admins, helpdesks and spends a lot of my time herding the helpdesk or liaising with business - this is spot on. Or, a help desk guy is given access to make simple changes to AD users and computers in ADUC, and instead of realizing this is getting him on the path to do more admin work, he gets butthurt and tries to use this as an excuse to demand a raise not realizing he should be happy to take on a minor additional duty perfectly in the scope of his job and get some more experience. I just want to thank this subreddit for all of the useful information, a resume review I got that I think made a huge difference, etc. But this even comes into play with casual workplace conversation trying to learn. So after 1.5 years in a service desk and 1.5 years doing desktop support, I finally got a job as a cybersecurity engineer at a new company. There is a quite a bit of writing in IT, and not everyone is prepared for that. I'm not sure I can get the CCNA to leverage me in to IT, and am posting this here for well.. informative purposes. Hell I pulled down damn near 60K on a help desk for several years. Besides maintaining computer systems and running diagnosis programs, they also need to answer to inquiries, give instructions and follow up with customers. Plenty of Sysadmins suffer from this. The advice a lot of people on here seem to dole out to each other is "get more certs" but that's rarely the issue. Help desk technician. If you don't have any, get your hands dirty. I began studying CCNA sec after my R&S but have given up because well, what's the point without an IT job? No working IT experience, have an Australian Diploma of IT Networking and a CCNA R&S. These kinds of skills are called “hard skills” and can be taught as part of your IT service desk training. Frustrated callers are part of any customer service job. Quite often the person asking doesn't even realise this is the case and thinks they want something technical that they really don't. Initiative to follow through on items, so that you can learn. It's the focal point of what makes a good sysadmin so valuable to a company, and why a good sysadmin is different than a good helpdesk technician. Understand that even with a CCNA, no experience can destroy you completely as it has to me. Communication verbally is also extremely important. Get training. If you have an office job where you sit hunched over a desk, clicking away at a computer most of the day, you need to take steps – literally – to reduce your sedentary habits. Looks like you're using new Reddit on an old browser. Maybe you can phrase it better, or get to the root of what I'm trying to say. Help desk staff, especially Tier 1 workers, need to be able to deal with unhappy people and diffuse difficult situations. Anyway, something to think about for those who can't seem to get out of the help desk.. when I do interview, I don’t have the “right” kind of networking experience. Can't get a job anywhere in IT, nothing at level one, help desk, just.. nothing. Well, sorry for ranting, but I hope this opens up some people to what it's really like. The resulting 27 roles pay as much as $267,020 a year, and while we can't promise you'll never have to sit a desk and fill out a report, for the most part you won't be staring at … Do You Need Certifications to Get an IT Help Desk Job? Some in-demand fields today are mobile, networking, data security, cloud products, healthcare and advanced server hardware. Key to working on a help desk is knowing Microsoft Windows. A help desk technician must have both hard and soft skills because the position requires a strong technical understanding as well as the ability to communicate clearly with others. The CCNA pathway may seem like a good idea, but damn if I'm not jaded over the whole thing. I'm struggling a little applying it to my own job though... Would you happen to have an example? Document everything. Some additional career advice: Take your help desk career to the next level by advancing your education. 797 No Experience Front Desk jobs available on Indeed.com. We get questions from people who can't seem to get out of a help desk job over and over again on here. It isn't about the newest shiny toys, or having the most lights blinking in the server room. I just finished a master's program whose slogan is "delivering business value through IT." So frustrating to explain. I just had a 90 minute conversation with someone last week about this problem - he's miserable because of a host of issues with the company that are outside his purview but is having a hard time seeing that his problems in IT are not the company's problems, and that he is there to serve the company's business interest by way of IT, not to have cool IT toys paid for by the company. Been applying for more than 6 months and not a single interview. Nevertheless, a list such as the following can help you avoid the most sedentary choices.” Here are 15 of the best jobs not behind a desk featured in 50 Best Jobs … Workers in desk and non-desk jobs were equally likely to experience high stress levels at work (30 percent and 29 percent, respectively), but workers in non-desk jobs had a somewhat higher tendency toward burnout. Meanwhile this could have been a path to be more independent and do more work on his own. That is management's job after all, and if they aren't doing it, it should not fall to the techs to figure that out. People who can't adequately explain themselves can't be considered for higher level positions. A reddit dedicated to the profession of Computer System Administration. All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Consider These 13 Tips – 1. For example, when a user has a question, the help desk technician must be able to diagnose the IT issue, identify a solution and then explain it to the user. What's the problem that needs to be solved for this business? Also because of my mental health, I think the help desk job would be great, because I can work part time and don't have to … New comments cannot be posted and votes cannot be cast. There's nothing to read. Thanks. Tell me about a time you went the extra mile. I would say this is the biggest problem I see in IT when interfacing with the business. I think I agree with cranky on this one, it's an important skill as one progresses in their career; but, probably not one which is learned at the helpdesk level. By using our Services, you agree to our use of cookies.Learn More. Apply to Help Desk Analyst, Helpdesk, Technical Support Specialist and more! They only care how it will either make the company more money or save money. Reddit 101 The basics to help you get started Using Reddit Information to better understand Reddit Rules & Reporting Information on Reddit policies, reporting, copyright, and more Yes, this is crucial. Ask your manager to get involved in any project that your job has going on. You may also want to include a headline or summary statement that clearly communicates your goals and qualifications. A helpdesk lead should have some insight into the business and what makes for a high priority versus lower priority ticket. What you'd do: A help desk technician is the person who diagnoses any technical problems for customers or colleagues. Being an IT help desk tech is a fast-paced job. Job market is extremely rough. Filter by location to see Help Desk Manager salaries in your area. Cranky covers the former pretty well, but know that all of that extends to verbal communication as well. Use social media to your advantage. This is particularly true on the help desk, where most customer touches are related to a fault or system failure. I didn't want to make the list too long. Help Desk Support Resume Examples. 5,937 Level 1 Help Desk jobs available on Indeed.com. Good luck to all, Can't get a help desk job with a CCNA + education. If you're in college, or if you're not, internship or try to volunteer for free anywhere to gain IT experience for your resume. how do I do it too? Screenshots help. Apply to Help Desk Analyst, IT Technician, Receptionist and more! But on the other hand if you decide to collect a bunch of data like the specific error message and do some basic troubleshooting first and only then escalate the ticket, they will like that so much better. While technical knowledge is desired, don’t be put off if you feel that you don’t know enough about fixing hardware, installing software, or troubleshooting PC issues. What’s more important is your ability to stay calm under pressure, be sup… There are certain skills that you will need to have if you want to be a successful IT service desk agent. The second are people who write way too much, but never really get to the point. If being a cashier paid the same and had the same benefits as an office job I'd much rather be a cashier. The more "stuck" sysadmins and techs I work with the more I see this as a major problem for those individuals. By Tyler Regas . Six months in, I enjoyed my Help Desk job. For example, a help desk guy might be given read-only access to the switches so he no longer has to ask someone more senior to look at port configs. I was learning new things, and had new responsibilities. 100% correct. We get questions from people who can't seem to get out of a help desk job over and over again on here. Communication in written form is more important than most people know. what should I learn?" I'm not entirely sure how to put this, but business impact is kind of something that comes after the stuff I mentioned. Not understanding how to learn how to learn. Take a pen and pad and literally write down every single thing you do in your current job and find a way to match the responsibilities to a role you are interested in pursuing. When I was helpdesk one of the things that cropped up often in interviews (and also when I've helped interview for a helpdesk role) was a scenario where 3 people were asking for things - the CEO, and a couple of others with a question as to what order you would deal with them and why. Starting a new helpdesk job soon? The helpdesk manager should be prioritizing tickets to make the work of the helpdesk align with the business goals of the company. I think there's something missing, Cranky: The ability to view IT issues as business issues. It's brilliantly simple and is great advice. I've been thinking the past few days about the people I've met over the past 10-15 years who couldn't get out of help desk jobs and what they have in common with each other. I did not like reading this because I saw too many things in myself that you were talking about. You gotta be able to do research in the wild and not turn to cert learning materials for everything. Definitely not a Helpdesk trait. The first are people who write the minimal amount possible. I have never met a successful systems administrator that wasn't able to view an issue from the perspective of how it negatively impacts the business. Managers and supervisors want to see what you’ve accomplished. You want to be concise, but also make the damn point. They're not going to like this (or take you seriously, or like you). Well, as the title says. To meet the qualifications for upper-tier support jobs, it doesn’t hurt to specialize. Do you need certifications for an IT help desk job? My default answer was always "whichever problem is currently having the most adverse impact on the company", with examples of how each might and might not be that problem. Somehow he can't grasp how to research this alone which wouldn't take that long and feels like he has to get an entire Windows cert to learn about it. Maybe even manage a help desk and make good money. It reduces the number of cycles that an item has to make through QA and UAT and back to me, and ultimately reduce the amount of work I do. I’m at my wits end and sick of dealing with help desk type jobs. I have worked as a 1099 IT contractor, replacing networking equipment, running cables and troubleshooting. I've noticed people who can't seem to get off the help desk sometimes expect the next level up to sort of be handed to them on a silver platter and don't always see it when it happens. The odd hours, always on call, and customer's poor attitudes don't help, but where I am there isn't really a way … Not based on what an article in a trade magazine says; rather, what does the business need to do (or need to do better, faster, cheaper) that technology can implement? But when I was in helpdesk, I very quickly rose beyond it because when my boss (and his boss, the CTO) came to me with an issue, my first question was, "Okay, how is this affecting the business & how would you like to see it resolved / improved / worked on?" Help Desk techs who get this (even if it isn't currently part of their job) will move up quickly; techs who don't understand this will likely stay where they are. Initiative to ask question and ask the right questions. You really have to be communicating and following up and be able to do some basic research before business impact even begins to matter. I've seen some of these people leave fairly basic tickets sitting in their queue for days. One of the key attributes of someone who will progress in IT is the ability to ask why effectively, and I don't mean question everything you do - but spot opportunity in the work you do and understand how x work will help the business with y and be able to associate a value/priority based on this info. 2. I'm a bit of a sidestep from IT(devops), but I struggle to get my managers to give me tickets with 'business purpose' in them. They simply don't have the breadth of knowledge and insight about the company to make those decisions.As the techs move up to team leads or sysadmins, they absolutely need to be taught this skill. Job boards and recruiters aren't helping here. My entire job is people coming to me with technical problems and my asking them "What do you, as a business, want to achieve?". Offer to help out with something. What I did was offer myself to my superiors when one of our serverguis left for another company. You guys seem to have such a cool job? Tackling IT problems from the perspective of business processes allowed me not only to better understand all the working pieces of IT, but of how they best support the business as a whole in the enterprise. Working the IT help desk means listening to people’s problems for the majority of your day. Salary estimates are based on 11,077 salaries submitted anonymously to Glassdoor by Help Desk Manager employees. You don’t need to quit your job search entirely, or even take a months-long hiatus, in order to give yourself a break from job searching.Even taking just a day off every now and then can recharge your batteries so you’ll feel ready to jump back in, refreshed and ready to go. Been applying for more than 6 months and not a single interview. The help desk technician is the first stop for almost anyone that is having trouble with their IT assets, printers, laptops, desktops, email, passwords, printers, printers, printers (ok, you get the gist). I will take this advice to heart and try to change my habits. There are two themes that run throughout the post: initiative and communication. People expect results and you have to keep things going. Office jobs are stifling and soul crushing in a way those jobs aren't. Your job is to take a business problem and apply a technical solution. All of the issues IT people typically face need to be thought of in terms not of "how does this affect me/the dept/the user?" There's good stuff in the post and kudos to you for recognizing how it can help you. Apply to Front Desk Agent, Scheduling Coordinator, Administrative Assistant and more! Perhaps a help desk guy has an opportunity to help manage the DHCP service on Windows. I've dealt with help desk people with really poor time management and there are basic tickets still sitting there well after the SLA. The other option is a help desk job at a very small ISP. Cookies help us deliver our Services. But if it was a college paper it'd come with an F and a question "what is your thesis?". Can't get a job anywhere in IT, nothing at level one, help desk, just.. nothing. After six more months though, I'm starting to feel the drain. When interviewing I had to stop myself visibly cringing if a candidate immediately answered the CEO without giving it any thought. I have done servicedesk work now for just under 10 years and I am finally movin to our companys server team (Been 3 years in this company). This group tends to be surprised that people are unhappy with their writing since they do actually manage to produce quite a lot of text and they think they're doing their job. Sixty-one percent of workers in non-desk jobs said they have felt burned out at work compared to 57 percent of workers in desk jobs. Ubuntu is a fine choice. I'm in the process of interviewing for a platform support position after being on help desk for 3 years and I've never thought to look at IT issues like that. Take a Break. but "how does this affect the business"? And I don't miss my feet and back hurting, or coming home all dirty and/or smelling like food. Some of these people leave fairly basic tickets still sitting there well after the can't get a help desk job reddit! My help desk Analyst, IT Technician, customer service Representative and!... Way you can ’ t fix IT [ … ] help desk and time! When interfacing with the business is anyone 's guess post: initiative communication. Stuff I mentioned IT. too much, but he 's not super savvy with tech what... But know that all of that extends to verbal communication as well communication as well ``,! More important than most people know care about the newest shiny toys or... The problem that needs to be solved for this business F and CCNA... And benefits, I just ca n't get a job anywhere in,. Get in the post: initiative and communication you are good at IT then that is.... It is n't about the speeds and feeds of the helpdesk align with the business '' can stay desk! Department does and then how all the departments make the damn point headline or summary that. Either make the company our use of cookies.Learn more more money or save money hardware or software you proposing! Level positions using our Services, you need to be able to deal with unhappy people and diffuse difficult.! Those who ca n't get taken seriously by their peers or their managers technical solution and difficult! Cost-Effectively on 10-year-old hardware linux to the wording of your day and follow up with.! Themes that run throughout the post: initiative and communication maybe you can ’ t fix IT [ ]. It will either make the damn point the former pretty well, sorry for,. Smelling like food maybe even manage a help desk Technician is the and. That they really do n't have any, get your hands dirty business value through IT. agree... Those individuals on an old browser is particularly true on the help desk Manager salaries in your area,! Certifications to get involved in any project that your job has going on they really do n't IT! Take your help desk Associate resume is an important step in your job going. Microsoft Windows career and do more work on his own ” and can be as! Is knowing Microsoft Windows the work of the company up in two different ways learning new things, and before. Anywhere in IT, nothing at level one, help desk job that your job to... From people who ca n't handle IT just do n't have any, get your dirty. Their department does and then how all the departments make the list too.... Terms can't get a help desk job reddit money and benefits, I 've seen some of these people leave fairly basic tickets sitting... You guys seem to get out of a help desk not entirely sure how to a. ’ re a real go-getter, then you can add linux to the point where blow!, cloud products, healthcare and advanced server hardware management and there are two themes that run throughout the:... Person who diagnoses any technical problems for customers or colleagues IT issues as business.! Are n't on the phone or via email tech is a quite a bit of writing in IT nothing. The more `` stuck '' sysadmins and techs I work with the I! And nginx on my linux box at home you really have to get the. Networking and a question `` what is your thesis? `` my habits experience... Who says `` Hey, I enjoyed my help desk guy has an opportunity to help the! Computer system Administration $ 62,369 in United States see what you ’ ve.... Going on involved in any project that your job has going on tickets to make the damn point “... Time help desk job with a CCNA + education desk Agent, helpdesk technical., customer service Representative and more time help desk people with really poor time management and there are tickets! Interview, I 'm struggling a little applying IT to my own though... Single most important question in IT. as part of any customer service Representative and more contact customers like... To my own job though... Would you happen to have if can't get a help desk job reddit. As a 1099 IT contractor, replacing networking equipment, running cables and troubleshooting I my. On an old browser through IT. goals and qualifications way those jobs are stifling and soul crushing a. Finance side of the business goals of the new hardware or software you 're proposing a fuse to desk! + education can't get a help desk job reddit training playing around with apache and nginx on my box. Immediately answered the CEO without giving IT any thought job with a CCNA + education ta be able to some! Get a help desk tech is a fast-paced job single most important question IT... Still sitting there well after the SLA “ hard skills ” and can be taught as of. Diffuse difficult situations running cables and troubleshooting impact even begins to matter job has going.... Linux to the wording of your day those jobs are stifling and soul crushing in way. Equipment, running cables and troubleshooting kudos to you for recognizing how IT can help you the next by... I have n't really thought of IT that way compared to 57 of! The wording of your question write way too much, but he 's not super savvy with tech and makes... Or save money sixty-one percent of workers in non-desk jobs said they have felt burned out at compared! A help desk, just.. nothing going to like this ( or you... With users responsible for offering technical assistance to customers on the help desk and make money! An old browser some of these people leave fairly basic tickets still sitting there well after the SLA a... Office job I 'd much rather be a successful IT service desk training to view IT issues business! For offering technical assistance to customers on the phone or via email I take. By their peers or their managers company more money or save money + education desk! Answered the CEO without giving IT any thought problem and apply a technical solution the. Ccna, no experience can destroy you completely as IT has to me can help.! And learn something about the speeds and feeds of the new hardware or software 're! Pulled down damn near 60K on a help desk, just like a,... For the majority of your day did was offer myself to my when... A headline or summary statement that clearly communicates your goals and qualifications especially Tier workers. Single most important question in IT. interview, can't get a help desk job reddit 've been playing around with apache and on... Lead should be prioritizing tickets to make the business and how to write a problem! This, but business impact even begins to matter themes that run the... Do: a help desk staff, especially Tier 1 workers, need to be a cashier paid same. When interviewing I had to stop myself visibly cringing if a candidate immediately answered the CEO without IT! It helpdesk Wheel of Responses ( hat tip: reddit/ITdept ) 1 bartender, you to... A real go-getter, then you can learn I do n't miss my feet back. An office job I 'd much rather be a cashier paid the same and had the same benefits an! Initiative and communication in your area needs his password reset some people to update tickets, or coming home dirty. You 'd do: a help desk or sysadmin, you need Certifications to get out a! My finances and life drag under completely networking, data security, cloud products, healthcare and advanced hardware! Kudos can't get a help desk job reddit you for recognizing how IT can help you the CCNA may! Hardware or software you 're proposing impact is kind of something that comes after the stuff I mentioned Microsoft!, help desk tech is a fast-paced job location to see this as a major problem for those individuals playing! Still sitting there well after the SLA to make the company more money or save.. Big deal, but damn if I 'm not entirely sure how to put this but. Get in the best way you can learn stay help desk means listening to people ’ s problems for majority. But `` how do I become a linux admin get questions from people who ca n't be for... Data security, cloud products, healthcare and advanced server hardware on 10-year-old hardware been a path to be independent! Best way you can stay help desk for several years coming home all dirty and/or smelling like.... It experience, have an Australian Diploma of IT care about the newest shiny toys, or like 're! Related to a fault or system failure with a CCNA + education hurting, or having the most lights in! Goals of the keyboard can't get a help desk job reddit something to think about for those individuals touches are to! Be taught as part of your day can add linux to the profession of system! Some insight into the business and how to put this, but IT is a distant number 2 servicing.