What should my job position really be? Desk top support or help desk or is it both?

I received my associates Degree in Business Information Technology. Before college, I worked in mobile communications and also served as a communications and computer systems operator/maintainer. I have been working in the career field now for over 20 years. My first and only job since retiring from the military and graduating from college has been with the same company since May 2013. My company has expanded and the warehouse where I work at now is basically a fulfillment center. My company sells natural products and herbal remedies. The average yearly sales are approaching 1 billion in sales each year and growing. My daily job is to setup computers, network printers as well as wireless mobile printers, cell phone for VPN, switch configuration, active directory, mobile scanning devices, maintain the wireless network access points, setup VOIP configs in the call manager for new users, and to respond to customer tickets. We have computers, laptops, and also have almost 88 stations that use terminal servers to connect to our network. I manage the thin clients and do all the troubleshooting. This is definitely not a sit down at your desk all day job. In addition, I help users with their Microsoft Office products and also load new software onto their computers and laptops. I maintain a tight inventory control of all the warehouse IT equipment and also work the equipment room. Up until a few months ago, I did it all but my title is just help desk level 2. My questions for everyone is, do you think I am more of a desktop support technician with combined duties or what? Like I said before, I know networking and config the the devices that connect to our network with IP address, DNS, and the gateway for those devices that require them and also setup VOIP connectivity and password resets for AD and voice messaging. Please let me know what functional title I should have because I feel like I'm being severely underpaid.

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Comments

IT-Fella

Do you setup/maintain any servers? Do you have a server room or a datacenter all your stations rely on?

kohr-ah

I always see Desktop support is people on the go and Help Desk are people behind phones. I know this isn't the case as it is just a title and it is different between every company but just wanted to give my input.

Disgruntled3lf

It would depend on your organization and how they do titles. What position do you report to? I could see you being titled Desktop Support, IT Support Specialist, or possibly Jr. System Administrator. But I agree that "Help Desk" invokes an image of a remote support position. Brings back memories of calling in to get internet support and the disbelief in the operator's voice when I told him I'd already rebooted and verified my settings were correct with ipconfig...

BillHarris64

We have a very nice data center. State of the art!

Disgruntled3lf

Cool. What do YOU do with the data center?

BillHarris64

The data center is the only thing that is managed remotely by other staff within the same company but are located on the west coast.

BillHarris64

Pretty much when they send us more physical memory we add it the the host and sometimes will get to create a new virtual server.

iBrokeIT

Helpdesk, Desktop Support, IT Support Services ect... they all get used interchangeably from company to company.

Do not let your current job title define your professional career.

The thing that matters far more are your responsibilities, projects completed and the technologies you are learned along the way.

If you KNOW you are underpaid then it is time to dust off the resume, start interviewing and never reveal your previous salary history. That is the quickest way to achieve large salary jumps.

BillHarris64

Thanks....very good advice! I'm already working on my resume but I'm thinking about getting some certs under my belt as well.

techfiend

Sounds a lot like what I'll be doing in the near future and the job listing was help desk. To me it sounds a lot like Desktop Support. Is there a difference between help desk and desktop support with the same description on a resume?

If there is, is it a good idea to discuss your job title with upper management?

Deathmage

iBrokeIT wrote: »

If you KNOW you are underpaid then it is time to dust off the resume, start interviewing and never reveal your previous salary history. That is the quickest way to achieve large salary jumps.

Very accurate, and very true. Hence how I've managed to increase my salary with each passing job, experience trumps certifications since if you understand and can explain the technology then that upon itself portrays intelligence which thus turns into mulla.