please help.. i need to escape my IT job.

I totally hate being a support tech now. It's a thankless job. what's the next level for me guys. Im tired of the verbal abuse, the low pay, the long hours and I can't even take time off to take classes... help ? Im totally miserable right now and im thinking of just walking off and quitting..

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WafflesAndRootbeer

Sadly, that's life in desktop support. There is nothing you can do to change it except get into something else if at all possible.

ptilsen

How long have you been at it? What are you supporting? What's your resume look like?

Keep in mind, not all helpdesk jobs are the same (assuming you're in helpdesk). Who and what you support and in what kind of environment can vary greatly. Supporting external customers on obscure, proprietary hardware/software is typically not the same experience as supporting internal users on typical desktop issues. The structure and processes of the helpdesk and the rest of the organization also play major parts in determining the helpdesk worker's experience.

In any case, you'll obviously need to start searching for new jobs. Depending on your skill level, experience, desired career direction, and other factors, you'll either want to look at DST, NOC, or internal helpdesk jobs. If you have enough experience, junior network/sys admin or admin at an SMB might be in the cards. Stay away from supporting some company's products for end-users, especially if the end-users are consumers. Unless the company is Microsoft.

As far as getting that next job, that will take a good resume, good interviewing skills, and the right set of qualifications. Not knowing your experience, I would say your listed qualifications could be an issue. Another certification or two would go a long way, as would working towards a four-year degree. Even A+/Net+ or CCENT would give you a big leg up compared to other candidates. If you do manage to get a new job quickly enough, that will also fulfill your electives such that you could shoot for finishing off MCSA 2003 before they get rid of the tests.

Anyway, let us know where you want to go with your career and what your current experience is. Believe me, many of us have been there, and I almost rage quit my own tech support job many times back in the day.

gdeusthewhizkid

I just applied to WGU- and considering taking the IT- network admin curriculum. I just passed the readiness assessment (felt good since i havent seen a college classroom in about 10 years) waiting on some college transcripts to come thru and financial aid. I have a mcp in xp and technical diploma in computer repair. I just took the network + and missed passing it by a few points. I will retake it again soon... CCent and network + on my goals for this year. As for as experience I have 3 years as a PC technician and a 7 years as network support specialist. (entry level IT position). Im looking to get into more of a network admin or security role. Im really tired of fixing printer issues and looking lost files on the network.

Im thinking of going ahead and getting my A+ too. do you think it still holds weight for me to move up...

DevilWAH

MY way out of help desk was.

do my 9 to 5 on the help desk.

spend lunch times playing on networks, going home eating dinner, watching an hour of TV with wife. Then after she and baby went to bed spending 3 to 4 hours a night studying.

with in a year I was spending 70%+ of my time playing with the network.

My advice is if you can make your self useful doing stuff away from the help desk, even if its starts out as only the odd 5 miniutes. If you do and stick at it there will be a day when the help desk work has to make way for your non help desk work, and the first time your manager admits that, will be the start of a bigger move.

But you have to do it, unfortunately doing your 9 to 5 helpdesk work will only keep you in a job on the helpdesk. To move on you need to put in the work out side of this. Where there are so many people looking to move on, its the ones who show self motivation who get the first pick

hackman2007

gdeusthewhizkid wrote: »

I totally hate being a support tech now. It's a thankless job. what's the next level for me guys. Im tired of the verbal abuse, the low pay, the long hours and I can't even take time off to take classes... help ? Im totally miserable right now and im thinking of just walking off and quitting..

Since no one has mentioned it yet, do not just walk off the job. Doing so without giving proper notice may make it more difficult to get a new job.

But like others have mentioned, apply to other positions, post your resume here for critique (blank out personal data), and just keep going through the job until you have something new. It is more difficult to get a job when you don't have one.

N2IT

Gdeus

A+ will solidify your stay in helpdesk not help you get out of it. That goes for CompTIA certifications as a whole, IMO.

It sounds like you have a plan and it sounds pretty solid. Go through WGU's bachelors program and accrue the certifications. Meanwhile as you learn more and more about IT make sure to capture that information so you can transfer it to your resume. Then start applying for positions that your experience is leaning towards.

If you are learning about databases or programming then look for a student intership position or part time mentor program. If it's networks, apply at a NOC or at a specialized helpdesk. Specialized helpdes can be your friend. They can really be a huge transition piece when trying to get out of support type IT work.

YFZblu

WafflesAndRootbeer wrote: »

Sadly, that's life in desktop support. There is nothing you can do to change it except get into something else if at all possible.

I wouldn't be quick to paint all Desktop Support roles that way. I make a decent wage: 50k base salary plus overtime and mileage reimbursement. The mileage reimbursement comes out to around $700 monthly, and only a fraction of that is used for gas expenses. I live in the Midwest, and the cost of living is pretty low in my area.

I cover seven buildings, and there are no other technicians to get in my way. Sure, there are system admins at our central sites on the west coast, and network engineers roam regions of the country resolving issues...But it's essentially my domain for a large chunk of the state. My Manager works three hours away in another city and it's impossible for him to breath down my neck remotely

The job gets busy, but it's ultimate freedom IMO.

I do need to get out of Desktop Support within a year or so, but I think this will always be one of those jobs I look back upon with great memories

ptilsen

gdeusthewhizkid wrote: »

Im thinking of going ahead and getting my A+ too. do you think it still holds weight for me to move up...

After ten years of experience, not really. Neither does your MCP, nor your diploma. I'm not saying take them off your resume, but more entry-level certs aren't going to show much.

WGU is definitely the right path for you, and I think certifications will go a long way towards helping you move beyond end-user support roles.

If your actual work experience has not given you the opportunity to work with servers, switches, or whatever it is you'd look to move into working with, then you are going to want to really focus on certifications and on putting together a skills-based resume. I have been fortunate enough to gain highly useful experiences in all of my job roles, and as such my own resume is more experience-driven.

Definitely don't up and quit, but start updating your resume and potentially even applying for jobs. Realistically, you probably aren't going to want to wait around for 6-12 months to get some higher-level certifications and a degree from WGU, especially if your current job is draining and/or time-consuming enough that you don't have time/energy to focus on professional advancement.

the_Grinch

I guess first thing I will say is the long hours and the thanklessness of the job won't get a whole lot better when you become a System/Network admin. Might lessen a bit, but they will always be there. That being said, what would you like to do? Do you see yourself more as a system admin or a network admin? That will dictate where you go, helpdesk for system admin and NOC for network admin. Once you have that decided, you need to see what certifications go with which track. Obviously, just certs won't do it, but should open the door a bit and then experience will take you the rest of the way.

On the thanklessness, I find it comes from a lack of understanding of what it takes to fix computer issues. Most people believe that it is magic and that it will always just work. I once had a customer angrily tell me that computers were nothing more then light swithces, they are on or off. I muted him as he ranted and did a few rants on my own, they cheerily brought him back into the fold after fixing his issue. Ultimately, start planning where you want to be and you'll find the track is fairly easy to follow.

fendral

N2IT wrote: »

A+ will solidify your stay in helpdesk not help you get out of it. That goes for CompTIA certifications as a whole, IMO.

While I don't totally disagree with the entry-ness of all CompTIA certs, it really does depend on what market you are looking at breaking into. With DoD 8570.1, Security+ is basically needed just to look at a government network funny (qualifies for Tech II / Manager I). Is it a difficult cert to get? not really. Is it only useful to be stuck in helpdesk roles? not really either.

I do however agree that in this situation A+ would do nothing that the years of experience you have would not already do. Pick a niche and work on a degree or other mid-level certs in that area, and with some luck you can get out of helpdesk.

SteveLord

Thanklessness? Welcome to IT. Any thanks we do get is only temporary anyway!

Viper_ddt

Hey bud you sound just like me over 10 years ago. I did tech support for Fannie Mae in 2002. The end users were well, tough to say the least. I wanted to quit so bad. Well I decided to take that frustration and started to get certified. Got my MCSE and first job available i took it. If I had quit I wouldn't have had the money or motivation to get certified. Being certified got me in the door. Was I on top, no. Started doing exchange 5.5 support. It was tough because I was new. I was much happier. But staying calm will get you through the storms. I did and it was one of the best decisions I could have made. Keep up the spirits.

Cheers,

Viper_ddt

ptilsen

fendral wrote: »

While I don't totally disagree with the entry-ness of all CompTIA certs, it really does depend on what market you are looking at breaking into. With DoD 8570.1, Security+ is basically needed just to look at a government network funny (qualifies for Tech II / Manager I). Is it a difficult cert to get? not really. Is it only useful to be stuck in helpdesk roles? not really either.

I do however agree that in this situation A+ would do nothing that the years of experience you have would not already do. Pick a niche and work on a degree or other mid-level certs in that area, and with some luck you can get out of helpdesk.

I would separate Security+ from A+ and probably Net+. I think everyone should get Security+. GISF, GSEC, and CISSP negate the need for Security+, but otherwise I think it is a worthwhile cert. That said, in the case of OP I don't think it is a logical next step unless he specifically needs to meet DoD 8570.1 for his next position, which seems unlikely.

blargoe

YFZblu wrote: »

I wouldn't be quick to paint all Desktop Support roles that way. I make a decent wage: 50k base salary plus overtime and mileage reimbursement. The mileage reimbursement comes out to around $700 monthly, and only a fraction of that is used for gas expenses. I live in the Midwest, and the cost of living is pretty low in my area.

Agree... this is more or less how I remember it, and most of the companies I've worked for treat their support staff pretty fairly.
You can find something better. You might have a better time working at a smaller company.

gdeusthewhizkid

ptilsen wrote:

After ten years of experience, not really. ...snip.....

thanks again for the great advice. Im a network support technician. I support the network but i dont do much designing.. I deal with the AD and exchange servers. As far as WGU im not sure if i want to deal with network admin as a degree or IT security. I would like to become more of a admin maybe move into management some day. I really just dont want to be on the frontline anymore getting abused. lol..

I would definately like to be paid fair market value for my current skill set and experience. something where i can get some more tech training and or possibly go back to school. My fear is my skills are not as good as another tech that's been in the field as long as me..

NetworkVeteran

gdeusthewhizkid wrote: »

I really just dont want to be on the frontline anymore getting abused.

You do not have to accept verbal abuse at any level. I've never allowed managers or customers to do that to me, whether I was a fry cook or a top technical lead. And yet, there are even managers who allow others to do so. And FYI, I do have experience in customer support. Good support engineers are treated like royalty.

I would definately like to be paid fair market value for my current skill set and experience.

Nothing could be simpler! Quit your job. Put up your resume. You will be paid 'fair market value'.

(You may not like the amount. What is fair is not always what we wish.)

fendral

gdeusthewhizkid wrote: »

thanks again for the great advice. Im a network support technician. I support the network but i dont do much designing.. I deal with the AD and exchange servers. As far as WGU im not sure if i want to deal with network admin as a degree or IT security. I would like to become more of a admin maybe move into management some day.

The way I see the WGU IT degrees (which may be different from others) is that there are 3 network/system admin tracks:

Network Design & Management: Heavy on systems admin, Network side appears to focus more on the application side of OSI (DNS, DHCP, NAC etc)

Network Administraton: Hybrid Systems/Network administration, has MCITP:SA as well as CCNA

Security: Heavy Network Admin, no MCITP, still has CCNA, adds CCNA: Security to make it the "security" track, but CCNA:Security is more of an 'awareness' cert in my opinion, Cisco doesn't REALLY get into the nuts and bolts of good security until CCNP:Security.

It's my opinion (And again, I may be wrong) that for Microsoft Administraton (AD etc) I would go down the NDM track, for a well rounded cert bundle the NA track, and for purely R&S (or an interest in security) I would take the security track.

Or as erpadmin and others have stated, the Degree you get from WGU is going to say "BS: Information Technology" no matter which track you take, the basic IT track with no specialization could be taken which is much more generic, and then get the exact certifications you want later.

gdeusthewhizkid

blargoe wrote: »

Agree... this is more or less how I remember it, and most of the companies I've worked for treat their support staff pretty fairly.
You can find something better. You might have a better time working at a smaller company.

the organization i currently work for is small in itself. I just want to work for a company that im paid fairly, that offers incentives for training and advancement.

SteveLord

gdeusthewhizkid wrote: »

the organization i currently work for is small in itself. I just want to work for a company that im paid fairly, that offers incentives for training and advancement.

What are you paid and what area are you in?

gdeusthewhizkid

removed unnecessary quote

only making 40k.. Im in new jersey...

CodeBlox

fendral wrote: »

CCNA:Security is more of an 'awareness' cert in my opinion

I agree with this, finally made it through the first chapter of the cisco press book and I found it to be extremely boring. Feels like I'm studying for security+ all over again. I thought this cert would have more "hands on"...

JustFred

The Op reminds me of myself just a little over a year ago, I used to just want to hide under my desk when the phone rang because of desktop support abuse. Glad i got out and you will too just don't rush. Take your time and just prepare for something that you would enjoy doing.

The pay is very low and thanks to my girlfriend we are surviving. I just said to myself i will get the experience and go from there. I really wanted the network experience and so far so good. again the pay is low but am a happier man than i was a year ago.

gdeusthewhizkid

removed unnecessary quote

what do you do now.. I haven't rushed been there 7 years...

JustFred

gdeusthewhizkid wrote: »

what do you do now.. I haven't rushed been there 7 years...

I got a junior network engineer job and they have been involving me in lots of network projects on client sites.

SteveLord

To be blunt, depending on how good you are...you should have been looking for a new job years ago. $40k after 10 years in IT, in NJ...is frankly garbage. I was making a little over $35k after 2 years in my first IT job which was in Newark.

Hop on craigslist. There are a lot of active job postings there in the North Jersey/NYC area. Shouldn't have a problem finding one where you'll be making a little more.

gdeusthewhizkid

removed unnecessary quote

what do you do now ?

CodeBlox

Craigslist is definitely a good resource for job hunting. Check it out!

DevilWAH

fendral wrote: »

Security to make it the "security" track, but CCNA:Security is more of an 'awareness' cert in my opinion, Cisco doesn't REALLY get into the nuts and bolts of good security until CCNP:Security.

I would say All certs are "awarness" courses, even going though the CCNP security material its still only introducing the foundations to security. I have always found CISCO study to be a bit like "here's some thing interesting you can do go and play"

redfoot12

Only my 3rd post but I just wanted to chime in.
I've been feeling very similar to the OP for the past few years. I originally wanted to be a Network Engineer and took a MCSE course in 1999 (so it was NT 4.0). After I finished the course I felt a little overwhelmed by the material but was able to get little PC Tech jobs afterwards. Eventually I decided I wanted to go back to school and graduated with an Associate's degree in Business Administration. I transferred to VCU (Final Four 2011, baby!) into their Information Systems program with a concentration in Network Management. I eventually needed to take a break from school so I studied for and passed the Network+ and A+. I've kind of been stuck in desktop support positions for the past 8 years and I never finished my Bachelor's degree. I now know I don't want to be in network management and would like switch focus more towards a general IT managemement role, Project Management, and/or Business Analysis.
I resumed my bachelor's program and even took a Project Management class. I only have 3 classes left and hope to be done either next December or next May. The project mgmt class I took qualified me for PMI's CAPM test so I'll be taking that tomorrow.
For now I'm just sucking it up with the desktop support jobs until I differentiate myself enough to get a different position. Hopefully, by next year, my Bachelor's in Info Sys, CAPM cert, and ITIL will have me at a place where I can finally retire those Network+ and A+ certs from my resume while I job search.

gdeusthewhizkid

redfoot12 wrote: »

Only my 3rd post but I just wanted to chime in.
I've been feeling very similar to the OP for the past few years. I originally wanted to be a Network Engineer and took a MCSE course in 1999 (so it was NT 4.0). After I finished the course I felt a little overwhelmed by the material but was able to get little PC Tech jobs afterwards. Eventually I decided I wanted to go back to school and graduated with an Associate's degree in Business Administration. I transferred to VCU (Final Four 2011, baby!) into their Information Systems program with a concentration in Network Management. I eventually needed to take a break from school so I studied for and passed the Network+ and A+. I've kind of been stuck in desktop support positions for the past 8 years and I never finished my Bachelor's degree. I now know I don't want to be in network management and would like switch focus more towards a general IT managemement role, Project Management, and/or Business Analysis.
I resumed my bachelor's program and even took a Project Management class. I only have 3 classes left and hope to be done either next December or next May. The project mgmt class I took qualified me for PMI's CAPM test so I'll be taking that tomorrow.
For now I'm just sucking it up with the desktop support jobs until I differentiate myself enough to get a different position. Hopefully, by next year, my Bachelor's in Info Sys, CAPM cert, and ITIL will have me at a place where I can finally retire those Network+ and A+ certs from my resume while I job search.

Yea i feel your pain your background sounds similar to mines. I finally decided on IT security from WGU as a concentration but ultimately i would like to get into management or project management. I really dont like to be the bottom of the barrell guy anymore.