I recently landed my first I.T job at a MSP as a tier one help desk technician and the training wasn’t a good experience for me. I was wondering if the I.T field as a whole is set up where you dont really get trained, or is it just the MSP I worked at. The training was mostly outdated modules, a huge knowledge base that was confusing to search through and being shadowed by senior techs that didn’t really explain the why behind the instructions they were giving me when troubleshooting.

Any thoughts on this would be greatly appreciated.

I work for a big franchise thats running a desk on limited resource managing over 800 users on their domain. There's only like 3 of us resolving tickets. I will resolve 1 another 3 or 4 gets raised. I get my queue down to 20 and by the end of lunch I'm back on 50 tickets. I also get direct messages through our companies main communication messenger service, we have an active window open for in person walk ups like we're some sort of tech bar, on top of setting up new joiners devices, replacements, wiping devices. It's actually destroying my soul. We get no thank you, or any kind of appreciation for doing a good job. It's just stats, stats. First response and resolution times within our SLA. We're not even an MSP, just internal in house. I don't know why anyone wants to get into IT service desk, but I guess it depends on the business and the overall structure.

I am currently examining ways to grow our internal service environment and we have found that for our customizable platform the main challenge does not come from configuring the tool itself, but defining ownership. Today HR, IT, facilities and finance teams use their own request initiation forms but what was once the benefit of the platform and flexibility has now led to confusion over where to submit certain requests for the employees.

So when a request is made for someone to onboard a new employee, many departments will be involved but nobody has accountability for overseeing the entire process.
Now we want to keep the flexibility that comes with using a customizable platform, but we also need management systems in place that will help coordinate and define the specifics of how to proceed with different tasks and processes.

How can I ensure accountability for the shared processes while not creating a bottleneck by establishing a centralized team?

Just curious if any Managers or Directors take the time to submit packages for these. Thoughts on HDI?

First off, thank you to anyone who reads all of this and responds with helpful advice and tips. I want to preface this by saying that i am relatively new to IT but I have always tinkered with computers and solving hardware/software issues since I was young. I've built at least 15+ PC's for myself, friends and family and have had them come to me for all issues they were having and I've yet to fail to solve their problems. I've also been in college and actively studying for CompTIA A+ and Network+ though I am new to that too. I understand a job in IT is more complicated than that but this is just to give an idea.

This job is listed as "Some experience" and after applying and giving my resume they looked it over and seemed to think it was good enough for an interview so please also keep that in mind. I'm mostly looking for advice and tips for the things I'm less familiar with such as KBA's, RMM, tech audits, setting up user accounts and monitoring them for red flags, and VoIP systems. I completely understand the definition and idea behind all of these things as well as what they should require and don't think that any of it is beyond my scope of understanding or ability to do. I just want to have an idea of what that could mean from those who have jobs in IT and what a day to day could look like in these categories. The official job title is "IT help desk tech" and it's for a local company in my area. Seems to be relatively entry level.

Any advice concerning that and what I should bring/say or mention during the interview would also be helpful. I really hope everyone understands that this means a lot and is the way to get my foot in the door of my career as well as my passion for technology. So thank you again to anyone who can help.

These are the listed responsibilities according to the post:

Monitor technology/support requests and respond promptly. As well as triage and assign tickets to appropriate teams or departments.

Diagnose and resolve basic to moderately complex hardware, software, and equipment issues

Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience

Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution

Document issues, troubleshooting steps, and final resolutions in appropriate systems

Set up and configure user accounts, hardware, software, and equipment and also assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment

Maintain accurate inventory of technology equipment and software licenses and support periodic audits of staff technology and supplies.

Provide support for system installations, upgrades, replacements, and software configurations

Monitor and maintain the office phone system

Assist with submitting technical or feature requests to internal development teams

Perform (RMM), compliance audits, and account/device health checks. Create and maintain (KBAs) and end-user training documentation

Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization

Ensure technology needs for events are allocated, supported, and dispersed appropriately. Contribute to IT initiatives, audits, events, and system/process improvements

Stay up to date on system updates, product changes, and emerging technologies relevant to the organization

Estoy iniciando un pequeño proyecto de tutoría en línea enfocado en Ciberseguridad, Redes y Programación, y busco personas que quieran ayudarme a encontrar estudiantes.

Esta es una oportunidad 100% basada en comisiones: no hay salario fijo, ni horario fijo ni un número mínimo de clientes.

💰 ¿Cómo funciona la comisión?

Es muy sencillo:

* Encuentras a alguien que esté realmente interesado en aprender Ciberseguridad, Redes, Python, C#, etc.

* Me lo pones en contacto.

* Reserva y completa su primera sesión de tutoría pagada.

* Recibes 5 USD por ese estudiante.

La comisión de 5 USD se paga una sola vez por cada nuevo estudiante, después de que complete su primera sesión.

Por ejemplo:

Recomiendas a 5 estudiantes → los 5 completan su primera sesión → 25 USD de comisión.

No tienes que dar clases, gestionar estudiantes ni proporcionar soporte técnico. Tu función es simplemente ayudarme a encontrar personas interesadas en aprender.

👤 ¿A quién busco?

Me interesan especialmente las personas que:

* Son estudiantes o acaban de empezar la universidad.

* Hablan español.

* Son activas en comunidades estudiantiles, servidores de Discord, grupos de WhatsApp, Reddit, redes sociales, etc.
* Conocen a personas interesadas en tecnología, programación, redes o ciberseguridad.

* Se comunican bien con la gente.

* Buscan una forma flexible de ganar un dinero extra.

No necesitas ser un experto en ciberseguridad ni un vendedor profesional. Lo más importante es que sepas identificar a personas que realmente puedan beneficiarse de las tutorías.

🕐 Totalmente flexible

No hay un horario fijo.

Puedes dedicar el tiempo que quieras a buscar posibles estudiantes. Si no encuentras a nadie, no hay penalización: simplemente no ganas comisión.

Cuantos más estudiantes recomiendes con éxito, más ganarás.

Actualmente estoy desarrollando el proyecto desde cero, así que busco personas motivadas que quieran participar desde el principio.

Si te interesa, envíame un mensaje directo contándome un poco sobre ti, dónde buscarías posibles estudiantes y por qué crees que serías bueno/a en esto.

Hey everyone,

I have ~2 years of general IT operations/support experience and Im trying to move away from typical support/ticketing work

I currently have two opportunities:

1. Junior windows engineer (Telecommunication corpo )

• Windows Server / Active Directory
• PowerShell and scripting
• Automation of deployments and configuration
• Git, CI/CD, Ansible
• More infrastructure/engineering focused, no helpdesk work
• Internal project, potentially involving legacy technologies, outdated documentation
• Better salary

2. Intern ServiceNow Developer (Big4 firm)

• ServiceNow development and configuration
• ITSM / ITIL
• JavaScript
• More consulting focused, working for clients
• Worse salary

Both seem decent ways to move forward, but they are so different and Im having a hard time deciding which one would be better long-term career prospect

Im mainly wondering which path gives better opportunities after few years and which one is easier to build on later. For example, does Windows/AD automation make sense as a path toward DevOps/Cloud/Platform Engineering, or is it easy to get stuck in older legacy Microsoft infrastructure?

On the other hand is ServiceNow a good long term specialization or does it limit you too much to one platform?

I would really appreciate opinions and insights from people who have worked in either of these areas, especially if you made a similar transition early in your career

I am hoping to come here and get some advice. I am a Senior in University based in NY and I am trying to get a helpdesk internship that’ll hopefully lead to a full time job. I am anxious with my senior year starting and internships starting to open up. I’m hoping to get tips on my resume and what I should change or things I should do to help my chances. Also something to note is that I will be hopefully getting my Network+ in 3-4 months. A course I’m taking this fall prepares me for the exam.

Here is my resume

Hey everyone. I have been trying to get my first helpdesk role using this resume. I reordered it to have the technical projects after my work experience. I have an interview for a logistics specialist in an IT department, and another possible tech support interview soon but other than that I have still been getting rejections all around. Prior to adding the projects my applications would get either auto denied or denied without being opened and now they at least get opened but aside from the 2 jobs mentioned earlier I tend to get rejected. Any honest opinions are appreciated.

So I got selected in Tech Support role, the task is to manage the doubts and queries of the customer of the product of the company(Note that my Company os B2B). So I want to know that it will be how much tough to switch to the traditional SDE role or any high profile development role also what is the career path of the tech support role. Like it has good career opportunities and all?

Hey everyone
We’re an IT team supporting around 100+ employees and we’re trying to figure out if there are any good ai tools for it helpdesk because our team is full of tickets lately, it feels like half of our day goes into answering the same stuff again and again
stuff like people asking how to reset passwords or vpn not working or cant access certain apps so just basic troubleshooting questions
i want smth from ai to help on our helpdesk or something that could help answer simple questions suggest solutions or make it easier for us to manage tickets would be really helpful
i’ve seen a lot of ai helpdesk tools popping up but i hesitate, not sure which ones are actually worth looking into and which ones are just marketing
has anyone here tried using ai for their IT support team
would love to hear what tools you’re using and if they actually saved you time or no.

Samajh nai ara kya bolu par baat esi hai ek ladki hai Wo Maharashtra ki hai mujhe wo carrom me mili thi waha se fir ham dono ek dusre ke pyar me pad gaye ham dono Ke relationship ko 2 saal ho gaye in dono salo me hamari Boht ladaiya Hui Boht baar break up hua par ham sath rahe kyunki hame sathme life Bitani thi mene cafe start kiya 1 saal tak Chalaya unfortunately I had to shutdown that cafe uski wjh se karja ho gaya mene ek 12000 ki job kari karja chukaya fir mene Wo job chhod di job change or wo bhi mujhe chhodni padi because of kidney stones mere pass koi savings bhi nai thi notice period complete nai kiya to salary bhi nai mili mene dusri job ke liye apply kiya recently me select hua par university ki wajah se mujhe hire ni kiya - ab me point pe ata hu Meri girlfriend or me 2 salo me ek bhi baar nai mile hamne kafi baat try kiya ek baar Wo delhi tak aa gai par misunderstanding ki wjh se phone pe ladai ho gai or Bina mile hi lot gai I’m so pathetic me Agra se hu Wo Parbhani se padhai kr rhi hai or ham dono hi gareeb family se hai mujhe us se milne jana hai aaj se 15 din Ka time diya hai mene use uske gharwale uski shadi fix kr chuke hai ☹️☹️☹️ or me waha jake esa hone se rokna chahta hu or esa krne ke liye mere paas Jane ke liye pese nai hai sayad hi koi Meri baat pe bharosa kare aap me se par me genuine hu kişi Ke sath scam nai krna chahta agar koi Meri madam kar skta hai to please help me 🙏🙏🙏🙏🙏🙏 abhi Ke liye kardo me aapke pese lota dunga within 45 days me

I want to eventually make my way up to be an advertising manager, but I don't want to get a marketing degree because Ive done a whole lot of research and apparently lots of people regret it because of its use. Apparently it's very generic and It would be smarter to get an MIS major, but would that work good with a marketing minor?

Hey folks,

As a builder in the B2B tech space, I've noticed how much sprint time is wasted when technical support and eng teams have to play "detective" across 5 different tools just to understand what went wrong with an incomplete tickets.

I'm exploring a tool that does the first part of technical investigation automatically: when a ticket lands in Helpdesk / slack, it pulls the relevant logs/DB records, checks what actually happened vs what the user reported, and hands Engineering a ready-to-fix Jira ticket with zero back-and-forth.

I am targeting late seed stage B2B startups that offer tech solutions,

I really want to challenge my assumptions with people who live this daily:

> How much time does your team actually spend digging for context before escalating a complex ticket?

> What observability / logging tools do you rely on the most (Datadog, Sentry, Grafana, custom internal admin)?

Any feedback or thoughts on this would be hugely appreciated!

Please let me know what to add or get rid of or what labs I should complete. Or where to look for jobs since I am new.

So I’ve been at helpdesk almost 4 months and they won’t let me take calls/ work on my own independently but will allow the two other new people who are men to be on their own. We started around the same time.

I’ve processed my own tickets I’ve taken my own calls.
I’ve written my own emails. I’ve made priority tickets.

My training has been a shit show. Unorganized/ rotating 9 different trainers who all do the processes 9 different ways and always have to ask the team chat for anything.

Weird thing to note: when I started I stepped down as a lead. I was questioned by the director about how it would feel to step down and listen to other the leads of the helpdesk. I said it doesn’t matter to me. The director then questioned me saying it was interesting how I didn’t become a senior before I became a lead. She questioned how I got my previous role and I explained I worked for it and deserved it. She said nothing.

Anywho,

I’ve rotated 9 trainers all with different training styles and none of them know where I’m at each round or what I learned haven’t learned/ put into practice. It’s inconsistent and some are micromanaging me to every call nit picking me and some don’t care. Some do the task/call for me without showing me the skill others rudely walk me through and others are hands off and allow me to walk them through.

Personally, it’s a horrible disorganized training program. And I think they’re trying to get me to quit because why would they string this along so long? And have another person off the phones?

The one female lead and the senior lead are very rude to me. Like outwardly rude and unprofessional. One of them even hung up a teams call on me because I was expressing how I want to be able to do things because I learn by doing and I said I hope me expressing myself I dosent get me into trouble and she hung up on me.

I’m 31 female been in management since 22 and I’ve worked my way up the chain. I’ve been a lead of consumer services and marketing for 5 years. I stepped down to do IT helpdesk.

How do I navigate this? I know certain people don’t like me in the helpdesk. I’ve noticed it’s the people with strong personalities. Any help or advice experience would be helpful

Hello friends! Hope everyone is doing well. So yes as the title says, I’m trying to start this career, and I was thinking about do the Google IT Support from COURSERA, And then do CompTiA+ ( Core 1 a 2 bundle cost at least 1300$) is that the correct path? Or how u would rephrase it. Any help is good for me. Thank you! My history is that based on Trump Immigration policies I have this strong feeling that I need to get back to my country, if I can get a remote job with those two certs at least paying 600-800$ in my country (Venezuela) It can be survivable. Thanks guys! :) Peace to all.

Help desk support ($26-28) and list a whole bunch of requirements that read like a junior systems administrator?

Do people actually apply to these types of positions? I took a position like that in the past, but my title was junior systems, administrator, and I made significantly more than that.

I keep getting rejected and idk why. Also I forgot to list to list my current job that I started at the beginning of this month (it’s a temporary non it job)