Don't think I'm cut out for helpdesk...

Well I finally got back into IT support in a helpdesk role on phones two months ago. In my mind I was thinking I'd work my way up to this companies desktop support. I feel like I'm really not cut out for this volume of user interaction doing support remotely. Frankly, I absolutely positively suck at helpdesk. I loved desktop support. I was comfortable and confident in that role. Sadly it was only a short 9 month contract. I really miss working with my hands I guess.

What kind of role would work for a former computer repair/ desktop support/ helpdesk tech who likes working with his hands and getting dirty? I just want to do the technical hands on stuff with limited user interaction. Where should I be aiming in IT? What should I study to be more specialized in that sort of thing? Help?

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Turgon

Anonymouse wrote: »

Not looking for something immediate. Just looking for ideas on what to start studying which would lead me to not interacting with users. That rules out desktop support now. More of a 2-3 year plan. I was thinking of chatting up some of the other IT staff but I don't even know what facet of IT I can do that leads me to less user interaction.

Also about moving up from helpdesk by being good in helpdesk, I see a lot of awesome techs not move up. The ones who do move up still deal with the same users that I don't want to deal with so I don't want their jobs.

P.S. sorry for making TE into my personal bitching blog, guys.

Being good at your job helps in the profile stakes, but sometimes you stay put because you are needed there. Look for project/design type work. More interaction with technical specialists and project managers, less with the end users themselves.

N2IT

Turgon wrote: »

Being good at your job helps in the profile stakes, but sometimes you stay put because you are needed there. Look for project/design type work. More interaction with technical specialists and project managers, less with the end users themselves.

+1

This is true, sometimes when you do a great job they are afraid to lose you, because you make the managers job/life more bearable.

Don't quit working hard. Keep up the good job and other opportunities will open up.

Anonymouse

So just an update. I think I'm 10 months into this job now. I will soon be free of working weekends and going back to a Mon-Fri schedule as well as starting a little later in the morning. Just finding out about this has made me go from hating life to enjoying work.

Turgon

Anonymouse wrote: »

So just an update. I think I'm 10 months into this job now. I will soon be free of working weekends and going back to a Mon-Fri schedule as well as starting a little later in the morning. Just finding out about this has made me go from hating life to enjoying work.

Hating life wont help anyone. It comes across. Seek some happiness.

Anonymouse

More updates:

In about a month I will have been here a year. After only a few weeks of working here I really didn't think I'd last this long. A schedule change to me working later on weekdays really helped change my outlook on this job. Still waiting on my weekend replacement to be trained and join the rest of us in battle so I can get back to a Monday through Friday schedule. I guess the subject title of this thread doesn't really apply anymore. I would like to move up and out though.

I feel like I've picked up some new skills at this job. I was more of a hardware PC tech type before but I'm confident in my software troubleshooting now and also find I can communicate with people easier on the phone. When I was doing desktop support I found myself fumbling with some simple troubleshooting issues and now it just feels like I can figure out issues a lot easier now even for some applications I haven't worked on before. It comes in handy as every single day it seems like I find a new application I've never heard of.

Working here has helped me decide I don't want to work with this sort of user support and look more into the networking side of things. I'm planning on taking CCNA courses at a local community college next semester. On that note though it looks like my local community college won't take all the credits from my previous vocational tech 'college'. They applied my general ed credits but none of my IT courses. Not sure how to go about getting a degree now because I really don't want to retake those courses nor do I want to go back to that crap tech school because of high cost for a laughable degree with no chance of transfer. Not even sure what to study anymore other than random IT courses that are career related. An irrational thought of mine is making me want to study some sort of science that is totally unrelated to IT. Something that'll get me a degree and be fun. But that doesn't really make sense to work in one field then study for another unless I want to make it out of this field.

Sorry for the incoherent ranting which probably doesn't make sense as I'm typing this up from work on a Sunday morning on less than 4 hours of sleep.

N2IT

Anonymouse wrote: »

More updates:

In about a month I will have been here a year. After only a few weeks of working here I really didn't think I'd last this long. A schedule change to me working later on weekdays really helped change my outlook on this job. Still waiting on my weekend replacement to be trained and join the rest of us in battle so I can get back to a Monday through Friday schedule. I guess the subject title of this thread doesn't really apply anymore. I would like to move up and out though.

I feel like I've picked up some new skills at this job. I was more of a hardware PC tech type before but I'm confident in my software troubleshooting now and also find I can communicate with people easier on the phone. When I was doing desktop support I found myself fumbling with some simple troubleshooting issues and now it just feels like I can figure out issues a lot easier now even for some applications I haven't worked on before. It comes in handy as every single day it seems like I find a new application I've never heard of.

Working here has helped me decide I don't want to work with this sort of user support and look more into the networking side of things. I'm planning on taking CCNA courses at a local community college next semester. On that note though it looks like my local community college won't take all the credits from my previous vocational tech 'college'. They applied my general ed credits but none of my IT courses. Not sure how to go about getting a degree now because I really don't want to retake those courses nor do I want to go back to that crap tech school because of high cost for a laughable degree with no chance of transfer. Not even sure what to study anymore other than random IT courses that are career related. An irrational thought of mine is making me want to study some sort of science that is totally unrelated to IT. Something that'll get me a degree and be fun. But that doesn't really make sense to work in one field then study for another unless I want to make it out of this field.

Sorry for the incoherent ranting which probably doesn't make sense as I'm typing this up from work on a Sunday morning on less than 4 hours of sleep.

Hit that year mark and start banging away on the CCNA. That sounds like a solid plan!

P.S. You can self study for the CCNA.

Anonymouse

N2IT wrote: »

Hit that year mark and start banging away on the CCNA. That sounds like a solid plan!

P.S. You can self study for the CCNA.

I just felt like taking the CCNA courses at the college kind of as a warm up to getting back in to school I suppose.

Devilry

I have been following your thread since the beginning. I am glad things are coming together for you. I think your CCNA plan is positive, good luck!

N2IT

Anonymouse wrote: »

I just felt like taking the CCNA courses at the college kind of as a warm up to getting back in to school I suppose.

Sounds like a winner!

Psoasman

Hypntick wrote: »

Ah the joys of dealing with a drunk hotel guest who can't connect to the internet at 2 am. Almost brings a tear to my eye.

I have done this

One of my sites has a hotel.

Anonymouse

Back for an update on my helpdesk hijinks. So this week I finally moved off of weekends back to a Monday through Friday schedule. Currently on a waitlist for network classes at one community college and waiting for my registration date to come at another community college. Just trying to see where I can get my ass back into school the soonest. Sent out a few resumes/apps for data center and network/telecom type of work. Just want to see what would happen too but not expecting much.

Mike-Mike

Mike-Mike wrote: »

i'm in quite the opposite boat.. I have been contracting, and currently they announced they are hiring 2 perm... there are 9 of us contracting... I am in the middle time wise, some have been here longer, some have been here shorter... but I'm pretty much number 1 metrics wise.. and I have no attendance issues... so i think i have a pretty good shot at one of the spots..

to follow up, I got a permanent gig at the six month mark, but I'm read to be off the desk... hopefully I pass the CCNA on the 15th and get some bargaining power

N2IT

Mike-Mike wrote: »

to follow up, I got a permanent gig at the six month mark, but I'm read to be off the desk... hopefully I pass the CCNA on the 15th and get some bargaining power

Good luck on both accounts. First the career jump and then the cert

N2IT

Anonymouse wrote: »

Back for an update on my helpdesk hijinks. So this week I finally moved off of weekends back to a Monday through Friday schedule. Currently on a waitlist for network classes at one community college and waiting for my registration date to come at another community college. Just trying to see where I can get my ass back into school the soonest. Sent out a few resumes/apps for data center and network/telecom type of work. Just want to see what would happen too but not expecting much.

It might be worth your while to get a professional resume writer/career coach and have him assist you writing up your resume. With your knowledge and their format and techniques you could get a nice piece of paper that gets you a solid job.

CodeBlox

Mike-Mike wrote: »

to follow up, I got a permanent gig at the six month mark, but I'm read to be off the desk... hopefully I pass the CCNA on the 15th and get some bargaining power

A few days ago made the six month mark for me. Hopefully should moving to a permanent position from contractor really soon. I've let the supervisor here on this helpdesk know that I'm interested. I still will be on the phones doing helpdesk work though -_- I should be finishing up CCNA by the end of this month too.

Anonymouse

CodeBlox wrote: »

A few days ago made the six month mark for me. Hopefully should moving to a permanent position from contractor really soon. I've let the supervisor here on this helpdesk know that I'm interested. I still will be on the phones doing helpdesk work though -_- I should be finishing up CCNA by the end of this month too.

Nice! Hopefully I will join you in the CCNA ranks next year.

Anonymouse

So I'm just wondering what you guys think about studying for Security+ at the same time as Net+. I've heard that I should have Net+ before tackling Security+.

SteveLord

Anonymouse wrote: »

So I'm just wondering what you guys think about studying for Security+ at the same time as Net+. I've heard that I should have Net+ before tackling Security+.

I banged them out within the same month last year. Several things you learn from Net+ transfer to Sec+.

Anonymouse

Well I'm registered for classes and good to go for spring.

Turgon

Anonymouse wrote: »

So I'm just wondering what you guys think about studying for Security+ at the same time as Net+. I've heard that I should have Net+ before tackling Security+.

I think you are done with helpdesk and need to get out of there. Have you tried contacting solutions providers direct or companies with NOCs? Get the yellow pages out and contact them all. You have the customer facing stuff experience and some skills but want more technical challenge. Try a solutions company or integrator. They will throw you untrained at customers to make good on the promises they sold them. Sink or swim but great experience.

Anonymouse

You are definitely right that I am done with it. For now I'm sticking around 'cause benefits and tuition reimbursement. I'll probably be around another year while I cert up and save money.

Everyone

Anonymouse wrote: »

You are definitely right that I am done with it. For now I'm sticking around 'cause benefits and tuition reimbursement. I'll probably be around another year while I cert up and save money.

Be careful. Taking advantage of tuition reimbursement may mean you have to stay longer. Typically you will be required to continue working for a company for at least 1 year after the last tuition reimbursement payment is made. If you quit before then, they'll come after you for the money.

Anonymouse

Everyone wrote: »

Be careful. Taking advantage of tuition reimbursement may mean you have to stay longer. Typically you will be required to continue working for a company for at least 1 year after the last tuition reimbursement payment is made. If you quit before then, they'll come after you for the money.

Thanks for the tip. I haven't actually read all the fine details but I think I should now LOL.

Anonymouse

Anonymouse wrote: »

You are definitely right that I am done with it. For now I'm sticking around 'cause benefits and tuition reimbursement. I'll probably be around another year while I cert up and save money.

Actually to expand on this, I don't plan on leaving any time soon but it doesn't mean I am not turning in apps for what I think of as a longshot because I may or may not fit all the qualifications listed. I figure since I'm comfortable where I'm at it gives me freedom to try for something great rather than settling for something crappy.

Anonymouse

Just a small update:
Tuition reimbursement approved!

Anonymouse

Just wondering what you guys think on this:

Would you take a job that gives you the responsibilities you want, is a government job (coming from a banking corporation), and doubles your salary? The only downside is your commute could be tripled (from 25 miles one way to 70 miles one way) and it is in an area you are unfamiliar with.

Hypntick

Anonymouse wrote: »

Just wondering what you guys think on this:

Would you take a job that gives you the responsibilities you want, is a government job (coming from a banking corporation), and doubles your salary? The only downside is your commute could be tripled (from 25 miles one way to 70 miles one way) and it is in an area you are unfamiliar with.

That would be a serious consideration for me. Is the possibility of a move closer in the picture? I've never worked in a government position so I can't speak to that, but doing what you want to do is a huge perk. Couple that with the increase in salary and you may have a winner, provided you can work out the travel issues.

Anonymouse

Yeah everything is good except for that. I originally thought the position was half an hour away but came to find it was an hour away in the opposite direction. I guess the hard part is that this job is 70 miles North of me where no one I know or am related to lives. My family all lives within a 5-60 minutes away to the East and or South of me. My gf lives 45 minutes South of where I live and I can only see her 2-3 times a week right now. Soon she will be going to university 1.5 hours south of where I currently live.

TLDR; I don't know how I'll feel being so far apart from my loved ones.

N2IT

Anonymouse wrote: »

Just wondering what you guys think on this:

Would you take a job that gives you the responsibilities you want, is a government job (coming from a banking corporation), and doubles your salary? The only downside is your commute could be tripled (from 25 miles one way to 70 miles one way) and it is in an area you are unfamiliar with.

I turned down several gigs with a drive exactly like that which paid a lot more than I am making now.

Anonymouse

Been getting calls and emails. Now trying to set up interview times/dates.

Now for my typical bitching:
Am I wrong to tell people I'm going to school and trying to cert up? I've noticed that techs higher up in rank than me tend to be complete douches now and give me a lot of attitude or mock me on issues I need assistance resolving. Pretty much any time I don't know something or make a mistake results in days or weeks of mockery. I guess either I need to not be so sensitive or just not let people know I'm trying to further myself in life.