IT help desk analyst Tier 1 interview

Chadius

*Update*

I went to the interview Friday. I think it went very well. There were 4 people interviewing me. They had 3-4 pages of questions. They told me I was the only one who answered their question about what ITIL is and why it is important to a business. They also seemed interested/impressed that I study for certs without needing them at my current place of employment. I asked questions I saw on this forum. Interviews continue until end of next week. Then they have to decide on people and who to offer too.

So I am hoping I am one of the people hired. Without going into details, it sounds like an awesome job and opportunity. (for moving up and learning more)

MeanDrunkR2D2

Basically, keep on interviewing until you start a new job. I've found that no matter how great an interview may go, I may end up not being selected for one reason or another. Of course, they rarely give any sort of feedback so you aren't sure why they selected someone else over me. Just keep on interviewing and stay positive. I'm sure you'll get something great here soon.

Good luck on the interview you had on Friday. Hope you get some great news soon.

Chadius

Yea, I'll keep at it. I'm hoping for this one though. I've been thinking about interviewing at that NOC for third shift if this one doesn't pan out.

techfiend

Best of luck Chadius! I said I was going to reply to this thread after I interviewed for the second help desk position but it never made it past the recruiter and all he wanted to do is talk about himself and gaming. I persisted to focus it back on the job but to no avail and understand why I didn't get accepted. I found out when I contacted them to get an answer after a week of waiting for a reply on if they received my updated resume.

Did you have 4 people interview you at one time? If so, was it structured liked a panel where they sat in a line? Was that a comfortable setup for you? I'm asking because I have 4 help desk interviews over the next 3 days and at least 2 of them are panels. The only other panel I had been in the tables were shaped like a V and I had people on 3 sides of me within 5 feet, it was very uncomfortable. Thanks for mentioning ITIL, I will study up on it. That's great you are keeping the amount of interviews under control. I'm currently overwhelmed with them but taking every one after suggestions by TE members. 2 weeks ago had 2 interviews, last week 3, this week 4, hopefully it's not an upward trend but I would think with the holidays there will soon be a freeze.

Are you currently working help desk? If so, do you want to continue doing it? I ask because I think NOC technician would be a step up especially if you are targeting networking, although the hours aren't great.

Chadius

Yea, the hiring manager and 3 team members. Me on one side and two of them on the other side with one on each end. Close and intimate. The had their name next to each question, to know who went when. I've been studying for the ITIL cert since someone on here suggested it. lol Apparently I was the only one that even knew what it was. (which is something the CIO is really big on) I'm hoping I hear sometime soon. It sounds like I will be on the ground floor of something new and could have many options to move up, in many directions.

No, I help out our parent companies IT dept at my company. Just when they don't have time or people at my company don't want to deal with them. lol I think Tier 2 support would be fun. More technical. I emailed about that NOC position today. Try and setup an interview. The pay isn't the best. 36k to 40k. Depending on exp. I thought they would pay more, seeing how it's supposed to be above help desk. This is the same pay as I have seen for help desk. So that weirds me out. Maybe they give good raises or you can move up.

Chadius

I also have been sending out my resume thru Indeed and Career Builder like crazy. It goes in spurts. I'll get a ton of interest and then none for awhile.

Good luck on your interviews!

techfiend

Tier 1 help desk pays 18-20/hr in Kansas? Most I've seen here is $17 and that was a 3 month contract with no benefits. If you do receive benefits you are getting another $2K+ per year that's not cash.

EDIT: Oh nevermind you're in Canada so benefits might not be worth $2K+.

Chadius

I'm in Kansas USA. lol Most help desk jobs I have seen, have been around 36k. ($17 an hour) There are the cheap ones from 12-15 per hour for contracts. I'm just talking about straight hire jobs with no recruiter or contract. The 18-20 I was talking about is Tier 2 and NOC tech positions.
I've been told by a few jobs that their help desk pays consistently 15-17 an hour. I have no idea about benefits though. Where are you located?

MeanDrunkR2D2

I've had recruiters ring me off the hook the past 2 days, for a desktop position. Pays 15-18 an hour.. on w2.... I told them to double it and I'd consider it.

techfiend

Sorry I got confused by another post I was reading about someone in Calgary. I'm in Minnesota. $18-20 I guess isn't great for a step above tier 1 but it depends on what your goals are too. I haven't held a NOC or Help Desk position but I've interviewed for both and the former seems a lot more technical, very little client interaction and $18-20 I think was about right but never got that far. This was entry level for a large company but terrible hours. I've noticed many of the larger companies don't pay very well, while the SMB's pay much better around here. A big reason for this could be SMB's I've talked with are growing and want to attract great talent while the big companies just want somebody that's capable of doing the job. Speedy cash, like any payday loan company, preys on taking money from those that need it the most so I can understand why the employees wouldn't be paid above average. Not saying you shouldn't work there but they probably have a reputation not much different then Geek Squad based on business practices. I can see a tier 1 promoted to tier 2 earning $22+ immediately but starting at a new company at Tier 2 would probably be a bit lower. I don't think I've ever seen a tier 2 job opening and would think it's an internal promotion based on needs, Tier 3 is pretty rare too, but help desk managers seem to be in demand, that requires a little different skill set though.

I had my most successful interview today and by the end I felt I fit right in with the interviewers. First time I wore a suit and tie think I will continue doing so. It wasn't as comfortable as my typical button down but it gave me more confidence. One question I asked immediately took it from a serious, high pressure interview to a very comfortable one, was "What are your biggest satisfactions and disappointments while working here?" I found this question in some recruiter material, this is the first time I've asked it and thought it might be a bit too confrontational but was I wrong. It gave me a better feel for typical employee experiences and really lightened the mood. All 3 interviewers said what a great question before answering, I might try to find more confrontational questions. On to the thank you letters, which will also be a first for me. This position was advertised as help desk but it's 95%+ onsite handling the smaller issues (to begin with) while working alongside and learning from 3 sys admins and the IT manager. Could this type of role be looked at more as desktop support and does it seem like a better opportunity then tier 1 help desk?

MeanDrunkR2D2

techfiend wrote: »

Sorry I got confused by another post I was reading about someone in Calgary. I'm in Minnesota. $18-20 I guess isn't great for a step above tier 1 but it depends on what your goals are too. I haven't held a NOC or Help Desk position but I've interviewed for both and the former seems a lot more technical, very little client interaction and $18-20 I think was about right but never got that far. This was entry level for a large company but terrible hours. I've noticed many of the larger companies don't pay very well, while the SMB's pay much better around here. A big reason for this could be SMB's I've talked with are growing and want to attract great talent while the big companies just want somebody that's capable of doing the job. Speedy cash, like any payday loan company, preys on taking money from those that need it the most so I can understand why the employees wouldn't be paid above average. Not saying you shouldn't work there but they probably have a reputation not much different then Geek Squad based on business practices. I can see a tier 1 promoted to tier 2 earning $22+ immediately but starting at a new company at Tier 2 would probably be a bit lower. I don't think I've ever seen a tier 2 job opening and would think it's an internal promotion based on needs, Tier 3 is pretty rare too, but help desk managers seem to be in demand, that requires a little different skill set though.

I had my most successful interview today and by the end I felt I fit right in with the interviewers. First time I wore a suit and tie think I will continue doing so. It wasn't as comfortable as my typical button down but it gave me more confidence. One question I asked immediately took it from a serious, high pressure interview to a very comfortable one, was "What are your biggest satisfactions and disappointments while working here?" I found this question in some recruiter material, this is the first time I've asked it and thought it might be a bit too confrontational but was I wrong. It gave me a better feel for typical employee experiences and really lightened the mood. All 3 interviewers said what a great question before answering, I might try to find more confrontational questions. On to the thank you letters, which will also be a first for me. This position was advertised as help desk but it's 95%+ onsite handling the smaller issues (to begin with) while working alongside and learning from 3 sys admins and the IT manager. Could this type of role be looked at more as desktop support and does it seem like a better opportunity then tier 1 help desk?

To be honest, the pay that Speedy Cash is offering for those positions are actually quite good (50-60k a year for the NOC/SOC) and I have spoken to people who have worked for them and while the business practice of payday loan companies aren't highly thought of, they treat their IT staff very well and appear to have a good path to growth in an IT persons career with them. It is a very technical role and I have interviewed (will have another later this week as well with them) for and will consider. I've spoken to folks outside those interviews to get their opinions and how they like the company and I've heard nothing but good from them.

Anyways, there are opportunities out there for people if you keep on trying hard. Good luck!

techfiend

That's great pay for entry level position. I was presented with a NOC tech position today that paid in the 38-42k range, better than any help desk pay I've seen and much more technical.

MeanDrunkR2D2

techfiend wrote: »

That's great pay for entry level position. I was presented with a NOC tech position today that paid in the 38-42k range, better than any help desk pay I've seen and much more technical.

Well, it's not really an "entry-level" position, it's more like a level 2.5-3 position in the Soc/noc, but it's not bad at all. I can deal with the hours for a bit to get the experience and then transition to a day shift.

techfiend

Oh I thought Chadius was looking more for entry level. That seems about right for the level. The hours are my main negative for NOC's too but they must have people working days, unfortunately it seems most start on overnights and long shifts for some reason. It would be nice to have a choice if to work longer shifts or more days per week like there is in most IT positions (not at same company but different listings). Does anyone know if long shifts are pretty much the norm for NOC employees?

I've heard NOC work has a lot of downtime but do workers often find something to do in that downtime? I've read of some people setting up gaming lans and bringing in consoles. That would make long shifts a bit less of a concern.

Chadius

I'm looking for whatever I can get, but more towards Tier 2 helpdesk or maybe desktop support. Speedy Cash is the only NOC I have found that is hiring around here. They seem a little low on pay, considering a NOC tech is supposed to be better paid than help desk. Right? 17-19 per hour seems low. Might just be the area we live in. Honestly I know nothing about NOC's though. lol Just what I read.

MeanDrunkR2D2

Chadius wrote: »

I'm looking for whatever I can get, but more towards Tier 2 helpdesk or maybe desktop support. Speedy Cash is the only NOC I have found that is hiring around here. They seem a little low on pay, considering a NOC tech is supposed to be better paid than help desk. Right? 17-19 per hour seems low. Might just be the area we live in. Honestly I know nothing about NOC's though. lol Just what I read.

17-19 for an entry level job really isn't that bad, and when it comes to that line of work, there is ALOT of room for growth. And is that the pay they told you, or what someone else said? The position I interviewed for pays closer to 25-30/hr and it sounds like they are growing alot and there will be alot of room for advancement (and that said, a better pay down the road with promotions). I thought I bombed it and really did bad on the technical questions, but they liked me alot. Have a 3rd interview with the CIO next week and sounds like I have the job as long as I don't use off color language and just be myself.

I've been contacted recently by alot of recruiters in this area and it seems that many are having helpdesk/desktop positions start at 12 and go up to 20 (The most were around the 15-17 range). Of course I told them all no thanks because I'm not taking any sort of pay cut to work a lower level job.

Good luck and keep your eyes open. I'm sure you'll find a good fit soon enough.

techfiend

Do you know what interests you between sys admin and networking Chadius?

Me focusing on the latter would take the NOC position over help desk, desktop support, if the positive/negatives are mostly equal. Mainly because of the learning and growth potential.

Chadius

@MeanDrunk: The lady from Speedy Cash emailed me the benefits package and the salary range. 36k-40k. It does sound like a great opportunity to get that exp and be ready for later on. Good luck!

@Techfiend: Honestly I have been leaning towards Systems Admin type work. I like both, but my IT exp has been more in that arena. My only network exp is labbing at home. (and school) The company I work for now, has this type of tech going on: Server 2008, Win 7 pro, SQL, Citrix. The job I hope to get, they have: Cisco, Unix, Linux, SQL, Microsoft of all types, Oracle, Citrix, etc. The list was omg long of different types of things they are using.

MeanDrunkR2D2

I personally want to break into the Sys Admin side and if a company invests into it's employees it's a great thing to be able to move up. The difficulty I have had in my career has been finding that company that actually does that. I have seen them out there, and interviewed with them, but been passed over sadly.

Well, to be honest, for a entry level position that isn't all that bad. My first IT job after my degree paid 32k a year (was paid once a month on top of that, YIKES). I wish you the best and hopefully I can add some good news next week.

leep80

Same with me. Im from the DC area, so there alot of tech jobs in the area. System admin, network admin, tech ops, tier 1 and tier 2 positions available. Developers, programmers, etc.....

So they ask alot of technical question during the interview process. How well do you know how to troubleshoot without looking it up. How fast you can think and whats the quickest way to fix it.

Cant connect to the internet
Cant get mail thru outlook.
Users computer is slow
Programs keep freezing

So be prepared and expect the unexpected.

techfiend

That's interesting that sys admin minded people are looking at NOC's. What is it that appeals you?

40K is great for entry level and still really good for 2nd IT position. Compare that to this Technical Support Agent in Network Operations Center. An ISP might not be the way to go for learning things but I could be wrong.

leep80: IME a lot of tech questions are cliche and with some interview experience you can expect what's coming. It's nice to see the rare advanced question and don't be afraid to say you don't know but willing to learn. Their correct answer to the question can give a better idea at how technical the position is. If they don't give their answer, it would be great to ask them.

Chadius

I got an email for an interview for Network Systems Associate. Here is the posting:

Overview:
The primary responsibility of this position is to ensure the stable operation of the in-house computer network and all connected devices under the direction of the Information Technology Manager. Secondary responsibilities include maintaining backups of all computer systems, maintaining security and availability of computer systems.



Responsibilities:
Under the direction of the Network Systems Engineer:

• Support a Windows and Linux Server Network. Including: Implementation, administration, backups, testing, troubleshooting, and patching
• Assist with developing and maintaining system design documentation
• Maintain records of work completed and in-progress
• Update documentation to record installations, upgrades, configurations, etc.
• Travel to and from branch locations in performance of duties
• Handle IT Helpdesk escalation requests
• Assist with developing, testing and documenting Backup and DR Systems
• Second line contact for Citrix, SAN and virtual setup, support and upgrades
• Assist in setup and maintain a Windows network
• Assist in setup, maintain, repair and upgrade Alcatel and Cisco routers
• Provide support for the WAN and LAN
• Communicate network changes to vendors and follow-up on progress
• Roll out hardware and software to ensure optimal deployment of resources
• Setup and maintain branch networking, including new branch setup
• Provide after-hours network support during downtime, upgrades and other off-hours projects
• Document and communicate network setup to IT Service Support Staff
• Assist in support, maintain and upgrade Citrix environment
• Create and maintain documentation on physical layout and assets of Citrix architecture
• Publish new Citrix applications, maintain farm, deploy and manage servers, ensure application redundancy
• Establish and maintain best practices across all Citrix technologies
• Configure, deploy and monitor virtual machines
• Ensure all servers are backed up
• Troubleshoot problems with hardware and software, maintain log of problems and make recommendations for actions
• Develop and maintain documentation for all aspects of job duties
• Train members of IT Department in aspects necessary for unsurpassed service
• Repair and replace dysfunctional hardware
• Contact vendors to arrange for upgrades, updates, patches and replacements on software and hardware
• Analyze problems and provide technical support
• Correct routine or recurring hardware and software issues
• Perform preventative maintenance on all equipment
• Identify opportunities to improve user satisfaction
• Provides information, answers questions, and tracks and resolves problems promptly
• Maintain supportive relationships with users to ensure their needs are met
• Preserve professional relationships with outside vendors when requesting upgrades, replacement parts and assistance
• Project and maintain the Credit Union’s reputation
• Distribute material on updated projects
• Notify supervisor and appropriate Credit Union employees of system malfunctions and operating problems that cannot be corrected by routine procedures
• Attends meetings as required
• Completes special projects as assigned
• Preserves confidentiality of Credit Union data and records
• Provide backup support for telecommunications
• Perform other duties assigned by supervisor

Qualifications:

• Proficient with Windows network setup, maintenance and upgrade
• Proven networking and routing aptitude
• Experience with virtual technology in a SAN environment.
• Excellent oral and written communication skills
• Strong analytical and problem solving skills
• Strong customer service skills and willingness to assist others
• Ability to lift heavy objects
• Working technical knowledge of network and PC operating systems, including: Windows XP, Vista, 7, Server 2003, Server 2008, and Linux variants
• Working technical knowledge of current network hardware, protocols and standards including, Active Directory, TCP/IP and Terminal Services
• Experience with VMware VCenter, Cisco network equipment and Citrix XenApp/Desktop preferred
• Associates degree and/or certifications preferred

I said I would interview. Interviews are over for that other one I did. Now I'm playing the waiting game for call back and/or offer.

techfiend

Sounds like a good challenge, best of luck to you!

Chadius

That company is really slow to get back to you. They called my house 2 weeks ago, and I called back. Always voicemail. Then they email me, and no reply yet either. I wonder if they really need a person or just get you on the hook in case. lol

Chadius

Update:
They called me on lunch. Sent me a credit check form and a link to online assessment. The lady said afterwards, they would forward my information to a hiring manager for an interview.

cwshellhamer

holy cow man.... that sounds like alot of trouble (just read the whole thing) hope you get it lol

Chadius

If your talking about the job description, then yea it sounds like a load of stuff to know for an associate level person.

Chadius

Update:

So when I sent resume's out for the job I interviewed for, I applied for 4 positions. Kind of like shotgunning my info at any position they had available.
Fast forward a bit, I had the assessment, phone interview, and real interview for the IT help desk analyst position tier 1. (waiting on yey or ney) This last week I got emails for phone interviews on the following positions: Desktop Support Level 1 and 2. Two separate times and days.

Do I go with it and do them, even though I am in the process with the other position? Do I tell them during the phone interview?
I assume Desktop Support is more technical and more pay?

techfiend

Yes, pursue them even if they look uninteresting to you, the interview may change your mind. Don't tell them about the other opportunities unless asked. I have been asked once if I had any other pending opportunities and I was honest by saying "I do have others but not nearly excited about it as I am this one." Not sure if that was good or bad. I think having other companies pursuing you can be a positive to the interviewer.

Desktop support shows more technical skills then help desk but sometimes are used interchangeably. To me desktop support is on site resolving issues with little direction. Help desk is answering remote calls/emails in a call center that you can escalate to a higher level if unsure. Using these definitions, desktop support can be a better learning experience in the right situation but you have to be technically ready for it.

Pay? Depends on the company, same company I would expect to pay a desktop support 1 about the same as a help desk 2.

Chadius

They are persuing me for the other position. (all with the same company) I had all the interviews with this company for IT help desk Tier 1 and now I have phone interviews with them for Desktop Support 1 and 2......even though I haven't heard if I got the first position. :P