IT help desk analyst Tier 1 interview

Chadius

I had the phone interview for Desktop Support Tier 2 today. They realized I had went thru the process for the Help Desk spot, and so oh well keep going on this one also. lol So I am waiting for the email to set the real interview. I have another phone interview tomorrow also. Same company. lol

techfiend

That's strange, is it all the same HR group? If so, seems like a lack of organization which might be a red flag. What are the differences between help desk and desktop support 1 at this company?

Chadius

Help desk does traditional calls and online chats with users. Escalates issues to other tiers. Desktop support is also traditional.

I had my third phone interview for the same company today. (same as yesterday) He told me I've already answered every question he would ask, and that it is good to have more than one "log" in the fire. If I got multiple offers, take the one I want. lol

I had my phone interview with the other company today. They are going to call me in for a real interview next week. It was a technical interview. He said Network Systems Associate is really a network admin......in their terms.

MeanDrunkR2D2

Awesome news. I'm sure the way things are going that you'll get an offer doing what you want in no time.

For myself, I'm in the negotiating stages for an offer and hopefully can have that wrapped up by the end of today. Definitely will be a step up from what I am doing currently and the pay/benefits are much nicer as well. Plus, gets me moving forward in my career past desktop which I've been fighting for far too long. All things being similar, hope you get the desktop or network admin job as they are definitely a step above helpdesk. Either way, experience is good and you'll be doing well for yourself soon.

Chadius

What kind of position are you getting the offer for? Sounds like your getting what you want.

I hope so. The Network Systems gig sounds like a really awesome place to learn my craft. The other one would be as well, but is way larger. I've heard it can be harder to be noticed in a large enterprise environment sometimes. Not sure though, never been there. lol

I have my Cisco cert tests scheduled and the Network Systems job was really into knowing when exactly. Didn't act like they cared when I would be finishing my degree, as much as when I would be certified in certain things.

MeanDrunkR2D2

It's an operations analyst position, so a bit of sys admin, net admin, database type work. It's definitely what I want and happily they accepted my counter and I got what I wanted. Even squeezed out more vacation time than they normally give out to new employees as well. That's the nice part of them liking me enough to offer so I know that they made up there mind to get me. Now I've already started all the paperwork and turned that in last night and today I just have to run and do my drug screen. (Why do those always make me nervous even though I don't do any?)

As far as a larger enterprise environment. Sure, it can be harder to be noticed when there are so many folks working along side you and in other IT roles. But in the long term that can be a good thing as there are more defined paths for growth within the company to move up and move forward in your career. Smaller companies you will definitley be the face, but the options and opportunities to move up are much smaller as turnover may be less and instead of 5-6 positions in the next level up, a smaller company may only have 1 or 2 and both may be satisfied staying where they are so they never try to move up because they are comfortable in what they have and don't like to rock the boat. But in a large organization, you do your job, and prove yourself to be knowledgeable and one who can learn and wants challenges will get you noticed and mentioned in backroom conversations when new positions open up.

Chadius

Congrats on squeezing the extra vacation! I've never been salary before. Only hourly. So the offer, counter offer thing is a bit strange for me. lol

Yea, the larger place definitely told me there is lots of chances to move up. The smaller one isn't that small I guess. They have 12 IT people. I'd be under the Network Engineer and IT manager. Said I would touch everything but the outgoing firewall, since it is a financial institution. (I see the idea of less hands on that) When we do the face to face, I think I'll be ready for router/switch questions. I've been studying for my CCNA.....for 3 months. Taking it after Xmas.

It would be nice to get this all done. Sucks that you wait and wait.

MeanDrunkR2D2

I've been salary before and honestly as long as they are based on a normal 40 hour work week, it's not that bad. Sure there will be times I may put in 50+ hours, but those are few and far between with the new job. The boss I'll have stated that they'd rather not burn out their IT team by overworking the salaried folks because it would increase turnover once they look at the hours and what the hourly rate would translate over to. Even with hourly positions, I've also countered their offers in the past and it usually works out to my benefit as long as you position it right and don't ask for too much.

Personally, if it was my first job and I wanted to stick around and really move up, I'd focus on the bigger company where I'd have more room to move up, especially if they believe in promoting from within first. Now, if I were to get offers from both, I'd probably have to take a day or two to weigh the differences, first off being what the pay difference is. Secondly, I'd look at the tasks that I'd be looking at. If one was a helpdesk position and I'd be on the phone all day, and the other is more hands on and involved, I'd probably take the one that is more hands on as call centers can burn out some folks after a while.

Chadius

The larger company is salary non exempt. So OT is paid for! I'm waiting to hear if I get a real interview for the desktop support positions. Still waiting on the help desk decision post real interview. I get ya. I am at a small company now, and there is no upward movement. Hence my move to full time IT work now.

Chadius

*Update*

I had another phone interview today, with a company wanting an IT technician for Kansas and Oklahoma locations. They said if I make it to the next round, they will interview me in person next week.

I received a phone call at lunch from the large company scheduler guy, requesting me to interview in person tomorrow, for those two Desktop Support positions (tier 1 and 2). Same company I went thru the entire process with before, for the Help Desk Analyst position. I asked him if he had heard about that position and where I stood in regards. He said offers went out yesterday. Since I didn't get one, I guess that means no go for me. I wonder if they saw me more in line for the Desktop role, since my skill set is more towards that anyways? I don't have a tremendous amount of phone/customer experience, but I have a lot of support experience comparative.

So to recap:

Turned down for Help Desk
Interviewing tomorrow for Desktop Support (at the same company as above)
Possible two in person interviews next week. (IT technician and Network Systems Associate)

Time to whore my resume out again. lol I'm bummed out.

techfiend

I wouldn't feel too bummed about getting skipped on the help desk position, especially if you are considered for a more technical position with the same company. It sounds like you'd be much happier in a desktop support position. One will hit soon and you are getting valuable interview experience, persistence should get you in eventually!

itangel

Cladius sometimes things may happen and they don't end up calling but check with them to make sure because I had that happen to me before. I even got 2 more additional interview with the company even though I was thinking I was turned down for the position. Just verified for sure that is the case.

Here is a little video to cheer you up mate! https://www.youtube.com/watch?v=iDbyYGrswtg

Chadius

I thought about asking, just don't know whom to ask. Thanks for that vid.

Chadius

*Update*

I asked during my interview for the Desktop Support Tier 1 and 2. The same hiring manager was in the panel of interviewers. He didn't say why I was overlooked for the IT help desk analyst positions. Oh well. Same questions I had during the help desk interview, except they asked what kind of technical abilities I had and what I have worked with.

While at that interview, the Network Systems Associate hiring manager emailed. So I have that interview next Friday. I had that phone interview earlier this week. If the hiring manager for the IT technician calls me, that interview will be Tuesday or Wednesday when he is town next week.

I am so wanting one to just say yes and offer me a position. The Desktop and Network Systems positions sound awesome. The IT Tech one sounds like your by yourself a lot......traveling around Kansas and Oklahoma. From the sounds of it, it is more like Desktop field tech with more responsibilities.

itangel

Chadius wrote: »

*Update*

I asked during my interview for the Desktop Support Tier 1 and 2. The same hiring manager was in the panel of interviewers. He didn't say why I was overlooked for the IT help desk analyst positions. Oh well. Same questions I had during the help desk interview, except they asked what kind of technical abilities I had and what I have worked with.

While at that interview, the Network Systems Associate hiring manager emailed. So I have that interview next Friday. I had that phone interview earlier this week. If the hiring manager for the IT technician calls me, that interview will be Tuesday or Wednesday when he is town next week.

I am so wanting one to just say yes and offer me a position. The Desktop and Network Systems positions sound awesome. The IT Tech one sounds like your by yourself a lot......traveling around Kansas and Oklahoma. From the sounds of it, it is more like Desktop field tech with more responsibilities.

Sometimes I find it useful to contact the Manager that interview me to get some information from them on what I need to work on more. That way I can better myself for the next interview. Always finish an interview with providing a Thank You Letter after each interviews.

Chadius

I tried to do this, but since they use a third party to schedule interviews and to contact me for everything, I can't get past him. lol Sucks.

I got an email on short notice today. It was to interview for the IT technician position. I didn't have any "nice" interview clothes with me, but they said show up anyway. Four person panel. One IT manager, Customer service manager, Plant manager, Ops manager. I think it went ok. They said I would be the IT guy over all their locations in Kansas and Oklahoma. Nothing server related. Just like a traveling Desktop Support that also covers cell phones, Ipads, Netbooks. Basically anything IT related that gets past the help desk people.

Funny thing happened during the interview. My phone was in my coat on vibrate. I hear it buzzing. After the interview I see a missed call (long distance) and an email from the company I interviewed with last week. I thought I had got an offer. Nope. It was an email saying I was turned down for the help desk position I interviewed for 3 weeks ago. The call was unrelated. Man, my blood was pumping. I thought hell yea! Offer time! Nope.

This one from today says they have one other person to interview and then I should know something next week. Huge company in 30 states. Good benefits. Pay is good I think. Stocks after a year. Annual bonus. Salary I think. Not sure if non exempt or not. Rental car for travel.

My next interview is Friday morning for the Network Systems job a bank chain. This one will be more network side technical. VMware, Cisco, etc.

Chadius

I had the Network Systems interview this morning. Seemed to go good, with people interviewing me whom are really nice.
They will have a decision made next week, like the other two jobs.

Has anyone ever had a potential employer tell you they screen for nicotine? The lady in the interview said: if nicotine is in your system, we'll
know because it is part of the drug test, and you will not be hired. I smoke. I'm starting Chantix tomorrow. If I have to, I will go cold turkey in
order to advance my career to the next level. Just weird. Never ever heard that before.

So next week is when all things come to light. I will be fine if I don't get any of them. These interviews have shown me one thing that I need to work on.....finish studying for my two certs I am doing, and take the test. I really think, especially today's interview, that my CCNA and/or VMware cert would have pushed me close to the top. They were very interested on when I was thinking of taking them.

I will do one update next week, instead of daily. lol I'm sure most of you aren't needing daily input from my job hunting story. :P

techfiend

How are you doing studying for 2 certs at the same time? Sounds really difficult.

I also had a lot of interest at near future things from some interviewers. I think some companies look for experience, for minimal training, while some look to train driven people that don't have experience. Unfortunately there's probably a lot more of the former then the latter. I just happen to stumble upon a company seeking the latter type recently and having a great time. Today we I brought up future certificates, mainly microsoft, and we had a great chat about it and while they haven't said anything yet I still think their plan is to move me into the sys admin and not renew the current contractor for reasons unknown to me. One hint I had was during the interview they said I hope I don't learn his terrible habits.

I've never been asked about smoking but I saw news earlier this week that a large local company or government has stopped hiring smokers. On my first ever IT job interview years ago while I was in high school I asked if there were smoke breaks, that basically ended the interview, don't ever do that! I wouldn't smoke a cigarette after changing into interview clothes and brushing either. I have long quit smoking cold turkey and found it easier than I thought it would be. My main reason for quitting was money, it was 6-7 years ago when packs went from $3 to $5. I used regular gum and sunflower seeds to cut the urges, one thing I found strangely addictive was carrying a lighter, I eventually smashed all my lighters. Also it helps to be in places you regularly smoked, such as a car, I had the convenience of using a different car for a few weeks to cut that urge. I could still smell the horrible smoke in my car when I started driving it again. Nicorette never worked for me and tastes horrible, the patches didn't work either.

Good luck with both things, if you stay persistent on the jobs one will hit soon. Once you find something that cuts the smoking urges you should be able to cut it out and save money while improving your health. I was irritable for about a week after quitting, it might not be a good time to go to interviews or be around family for the holidays if you have the same experience. Stop smoking was a new years resolution for me almost every year I smoked, it never worked for more than a day.

Chadius

Actually this is the first time I've decided to quit. Coughing up blood in the ER did that for me. (was not smoking related, but scared me anyways)
I have been studying the CCNA material (books, CBT, etc) since August. I did that until October, and have been studying VMware. Before the CCNA, I was deep into MCSA 2008 R2. My plan is to stay on one, take the test, and refresh and move onto the next one. The VMware might take awhile.
I understand the MCSA and CCNA stuff way better. But that could be more time on it, and using it at work sometimes.

The Chantix blocks your brain from ever wanting nicotine. So I'll try that at first. I think cold turkey could work also. I hate smoking. The smell. yuck

techfiend

Your cert adventure seems a bit like mine. Studied CCENT for 3 months for a potential job I didn't get, took a break, studied and passed A+ in 2-3 weeks, started studying Net+, took a break to save money because I didn't get into WGU until January, now strongly considering switching from CCNA: Security path to MCSA 2012 because of a probable advancement at my current job. VMWare might be my next one after MCSA, I'm really interested in it and it's used at my current job. Between CCNA and MCSA 2008 which one was more enjoyable to study? Which one felt took less time?

Hopefully chantix works, if not you might want to try sunflower seeds and regular gum. I've mentioned it to others and know 2 that it's worked for.

Chadius

They updated the CCNA tests in the last year or so, correct? I'm wondering if my books are for the old version or the new. I've been doing packet tracer and videos mainly. Anyone know how?

Chadius

Nevermind. My books were printed in mid 2014, and they reference the changes.

Chadius

Tis the week of decisions.

I called the intermediary for the Desktop Support, just to see if anything had been decided.
He said they went with other candidates and wished he had better news. Someone in the thread
mentioned emailing them back and asking why and what I could do better. Well I finally go their email and did it. Just waiting on responses.

The IT tech position says they are still in the process. The bank didn't respond.

So it sounds like I struck out on all three jobs. (just a feeling) If the first one does respond with reasons,
I think my part time IT experience at my current job....just isn't enough. I think, based off the questions in all three interviews, if I had my certs....I'd be higher up on their list. (the higher certs btw, CCNA and MCSA) I can't really do anything at my current job to get more experience. They will only allow me to do it part time. The IT dept at our parent company hasn't hired anyone in 17 years. There is no upward mobility in my current situation.

I'll keep at it.

techfiend

Bummer, keep at it but don't burn yourself out, take some occasional breaks if you have to. Are you studying for certs? Your current job might offer to pay if you bring it up with them. In my current position, I said I was studying for a cert and they brought up if they wanted to be reimbursed for it, turns out I'll probably just switch to mcsa at wgu which is mostly covered already.

I'm also only part time at my current job and I really wish I was working longer but currently a contractor until the new year. I keep pushing for more hours when I can but I'm afraid there isn't enough for me to do full time work there but half the time the office isn't really working either so I'm just going to stick with it and see where it takes me. Other than the hours, I love it and gaining some great experience.

Chadius

My current job I am a Engineering Lab Tech. I work with engineers on Aircraft designs, tests, reports, etc. Over time, I got the IT dept at our parent company to let me do IT jobs for them. They are a team of 3-4, and don't have the time half the time. So I literally do IT work part time. My current employer wouldn't pay for certs, since my job is Engineering. There isn't any room for advancement either. And my parent company IT dept hasn't hired in 17 years. (kind of like a good ol boys club, and I'm not invited) lol

A recruiter from Teksystems emailed me today, for a possible Desktop Support job. It's contract to hire. Which I have heard is the normal thing with recruiters. That means no insurance or other benefits, right? I can't really jump into something unknown, with children whom depend on insurance from me. (mainly a 16 month old daughter and I have gone to the DR a few times recently)

techfiend

TekSystems here offered me benefits but they said they aren't great and the local state exchange insurance is just as good, if not better, but this state has one of the most affordable exchanges. PTO was kind of a joke, they took money out of your checks to make up for it. I was really impressed with the TekSystems recruiter interview but then they just disappeared but I don't need them now so not trying to contact them.

MeanDrunkR2D2

Downside on contract work. No holiday pay, no PTO for the first year. No benefits.

That is what I dealt with and there is a chance it may be the position I just left and was sold as it being contract to hire, but wasn't that.

Chadius

No insurance. Boooooo!How long are contracts normally for? At my job, if we hire thru a temp or recruiting agency, it's 90 days usually. If it is that place, was it not good?

MeanDrunkR2D2

3 month extensions for however long they want you or you want to be there.

I honestly wouldn't recommend that for anyone looking for steady and solid weekly pay as days off for weather/holidays/sick/vacation aren't paid, so you'd end up basically not get paid for those days. Pay was ok, but not great for the type of work. I took a step back in pay just so I was working when I relocated here.

Chadius

Still waiting on the IT Technician decision. Supposedly they will decide this week. I farmed out my resume again. See if I can get some interviews after the new year maybe.

Here is a quote of what the bank chain hiring manager said to me after I asked why I wasn't chosen:

"First I would like to thank you for taking the time to discuss the position with me over the phone and for coming in for an interview.

Finding the right candidate for a position is a balancing act of finding someone with the best mix of experience, education and background. While I can’t discuss the specifics of why you weren’t selected but I will say that you interviewed well and your desire to obtain industry certification(s) is something I value. Certifications aren’t the most important thing by any stretch, but they do show that you are motivated and they can go a long way if your experience or background is more limited. So I encourage you to go after the Cisco and VMware certifications you talked about persuing."

So that at least further cements my thoughts on getting these certs done.