I think I got in way over my head with my new desktop support job

zdx

I just started working for a local town gov't as a helpdesk/desktop support specialist supporting 1000 users. So far it is only me, a consultant who specializes in networking and the IT director/network engineer. There is also another person such me who is on vacation so a lot of work is relied on me to get done. The things they ask me about virtualization of servers, VPN, imaging computers network switches, routers. Managing user accounts. Its starting to make me turn crazy. Nothing here is really organized since many have of the users have different computers, operating systems. I ask questions but I don't want to sound like an idiot to them since this is a contract to hire position. Its a demanding job since I deal with public safety (firemen,police) and other govt officials in person. The only experience in IT I have would be when i was student intern for a supervisor in college computer lab and rarely did anything go wrong. I sometimes think I should of just taken that other offer which was strictly helpdesk from another company.

Does anyone have similar experiences as me and what did you do?

networker050184

Don't be afraid to ask questions! It's always hard coming into a new environment and everyone realizes this. It's better to ask a question then to do something wrong. Just don't ask the same question over and over.

zdx

Yea you have a point. Its just been a busy first week for me. For the past few days I've just been running around responding to calls and I don't have anytime to sit even sit down on my desk. Its a chaotic environment and I don't want to burden the other higher ups with questions since they have their own work to do as well. But I guess I just have to ask before a computer explodes.

DeezyFF

You have to ask questions... Everybody runs their business differently. When I first started my job i asked a million questions. Worst part nobody knew the answer to half of them, then on my 3 month review it was put down as a plus that i showed interest and ask questions related to my job. Good luck man and if you can show them you are interested in staying there, they will keep you.

tbgree00

It should get better as you get accustomed to the role. It sounds like the best help for you is on vacation but try to rely on anyone you can comfortably rely on. Don't hold back because you're afraid they won't hire someone from contract that asks questions. You could be judged on your willingness to ask for help. IT isn't an island most of the time. Eventually you will be independent but not asking for help early on is a bad sign.

Ismaeljrp

Govt environments are always unorganized when compared to the private sector that must make a profit. Anyway, as others have said, don't be afraid to ask when in doubt, and also, it looks like you are getting tons of experience which is huge for your career's foward progress, I think if you keep at it you'll soon find a rythm.

zdx

Thank you guys for the responses. I will definitely keep asking away so they know I am highly interested in this work.

Ismaeljrp

Yes, ask when in doubt. But not the type of in doubt that you could research on the fly. If you can google it first, try that. But if it's not the type of issue you can just look up about, then yeah ask away. They should be fully expecting this, especially with the load you're being handed. What you don't want is to have issues arise because you didn't ask. I think you did a great selection in terms of your job choice, help desk rarely ever provides a chance to increase ones skills, it's more of a right of passage type job " You are now deemed considerable " type of job.

Akaricloud

First, this is a good position to be in. It sounds like you're getting a lot of exposure quick and once you're fully up to speed you'll be much better off! This is one of the best ways to advance your knowledge and career IMO.

Second, ask questions when you need to! If you can't figure something out with 5 minutes of research then use the human resources available to you. I would much rather have someone under me ask a quick question rather than spend an hour to do something wrong. Everyone has been here before and most should be more than happy to help you grow into your new position.

I think it's safe to say almost everyone on here has been in this situation before.

jibbajabba

Not asking can backfire.

If you don't ask questions people might think you know it all, which is fine, but if stuff doesn't get done, even though you 'know it all', you'll end up on a chopping block with people telling "should've asked".

So yea - ask ... Just make sure you take notes. Asking the same thing over and over again isn't great either

zdx

Thanks guys. I really appreciate the responses and I will have my yellow notebook handy when I ask questions.