What does a Helpdesk Technician Do? | Salaries, Online Courses & Resources, Duties, Skills Needed
Вставка
- Опубліковано 30 вер 2024
- Get Hands-On with Cybersecurity Projects!
Looking to build real-world cybersecurity skills and stand out in job interviews? Skip the lectures and start doing with my curated list of free resources, projects, and tools. This Notion template includes everything you need to gain hands-on experience in areas like cloud security, web app testing, SOC operations, and more.
Perfect for anyone tired of theory and ready to add real, practical projects to their resume.
💻 Check it out here: nicoleenesse.g...
**Curated Courses (By Me with 10+ Years of Experience) To Start Your Career **
Google Cybersecurity Certification - imp.i384100.ne...
Google IT Certification - imp.i384100.ne...
Low Cost Cybersecurity & IT Bootcamp Course List - nicoleenesse.c...
Reach Me :
/ nicole-enesse-koch-b18...
![[UA] NAVI проти G2 Esports | Blast Premier Fall Final](http://i.ytimg.com/vi/QWlIm4FGESQ/mqdefault.jpg)
To Start The Google IT Support Professional For Free go to imp.i384100.net/6b1okV
As someone who been doing IT Support for 9 years now... You don't need to try and escape the HelpDesk in one to two years (if you don't want to) It's a SOLID job especially if you like helping people. Plus there is always a lot to learn and sometimes not having the overtime and extra responsibility of the Sys Admins is refreshing.
Thanks for the feedback
That's a really good way to look at this. Stopped this video short when I read that and heard her say that.
I have a different take on it. I don't mind helping people with their tech problems. That's why I'm an IT tech at a school district. What really irks me is when the people who call in cannot tell me what they need help with. Working with very vague or conflicting information is incredibly frustrating.
We ran an impromptu help desk during distance learning. I would regularly get calls from parents, teachers, staff, students and they couldn't clearly tell me what they needed help with. It would usually be something like: "I can't login". I would ask, "What can't can't you login to? Single sign on? Your Chromebook? Your email?" They would sometimes say, "I don't know, but I just can't login to my program anymore. It was fine yesterday". How am I supposed to help you if you can't tell me what you need help with? I would ask for clarification once again and then either they would still be vague or start getting frustrated because their issue (whatever it may be) is not getting resolved.
It also didn't help that us IT techs who were assigned to the help-desk were not fully trained AND don't have access to all the services students and staff use. For instance, none of the techs have access to any of the curriculum programs or the SIS (student information system). So if a student was having trouble logging into their math program, I couldn't do much other than to walk them through the steps of clearing their browser's cache. That was hit or miss. If that didn't fix it, we would have to direct them to someone in our department who could help. However, if those people were too busy at the moment we'd have to tell the parent or student, "Sorry, you have to come back later or we will need to give you a call back when someone can help you". It was a mess.
Sometimes I would get calls from students or parents telling me that their Chromebook doesn't work and that's all they would tell me. I would ask for some more details and they just tell me that it just doesn't work. What is "it"??? I spend 10 minutes having them try a some basic troubleshooting steps only for them to eventually tell me, "Yeah my computer does turn on, but I don't know how to log into it. I think I forgot my password".... I would think to myself, "Couldn't you just have told me that from the beginning? I could have reset your password in less than a minute and have you login and ready to go."
In addition to the phone support, we had walk-in support so that students and staff can check out a Chromebook or get in-person support if we couldn't resolve their issue over the phone. At times, parents would come in irate because their kid couldn't login to the online class. Or at least that's what the kid told them. We would do test Google Meets and everything checked out fine. A lot of the time, the kids would purposely not join their online class and tell their parents that the computer wasn't work just to get out of class. Sometimes it was their home WiFi that was the culprit. We would test the device at our office and run a few test meetings and even show the parent that everything was working fine and they would leave. There were parents that no matter how tactful or diplomatic we were, would not accept the fact that there was nothing wrong with the computer and it was just their kid not wanting to join the class or their internet connection, which we do not provide tech support for.
I have a very negative experience with help desk, specifically phone support. If you like it, great. More power to you. If we had better training and access to more tools AND if people could clearly tell us what they need help with, it may not have been such a bad experience for me. As I've said, I have no problem helping people with their tech problems. However, when you have to deal with a lot of arrogance, incompetence (for lack of a better word), wilful ignorance, laziness it does get to you pretty quickly. I always dreaded doing help desk work. The only 'saving grace' was that most techs were only scheduled twice a month for help desk duties. I would much rather do in-person support. That way I can look at the problem rather than relying on faulty information from someone over the phone.
Thanks for sharing ❤
did you stay on 1st line support or did you move up to 2nd or 3rd line?
Being a tech nerd I've seen some of the craziest things all because the person thinks just turning off the display is the same as restarting the computer.
Oh yeah. I believe it. I work in school IT support. We have many staff members think that closing the lid on their laptop counts as a restart.
4:58 "to get your door in the foot" 😂. Thank you for this video though! I want to get into IT but literally had no idea where to begin and you helped a ton 😊
😂
came here to say this.
"Helpdesk is a fantastic way to get your door in the foot" 😀 Thanks for the video ;-)
Glad it was helpful!
Nicole do you suggest that you stay in a help desk job for 6 months before sending your resume out with your A+ plus cert and Google IT support cert to see who bites on it for a entry level cybersecuirty job? I'm older and want to aggressively move up the ranks.
Desktop Support is an entirely different from from Help Desk. That's actually a Level 2 role above Help desk. I work for a major Defense Contractor in Desktop Support as I get tickets from the Help Desk escalated. We do all the break/fix stuff as on-site field Technicians that trouble shoot hardware and software issues on-site. I rarely use a desk phone as it's only used for scheduling appointments. Help Desk Technicians work in Call centers that trouble shoot issues over the phone. I worked in level 1 years ago. Usually after Desktop Support is Jr. Sysadmin is the next role up which where I'm headed. Some guys go into Networking but Deskside Support transitions more better into system Administration.
Those are good points. It really depends on the size of the company. Titles do not always match company to company
@@nicoleenesse Yeah job titles can be ambiguous which is why it's so important to pay more attention to job descriptions opposed to only just job titles. Some Network Engineers jobs are under a Systems Engineer or Sysadmin title. Many System Admin jobs gotten a name swap to DevOps Engineer. My job title is actually a Senior Field Technician although Desktop Support Technicians truly are really Field Technicians because they travel to the site location to trouble shoot and resolve issues just like an ISP Broad Band Field Technician would do that fixes your internet issues on-site. I tear apart laptops and workstations every day, image computers, troubleshoot system software and application issues as we have admin rights to AD. I work with Unix and RHEL as well. I also trouble shoot network issues as I get to travel to the network closets that acutally gets to touch Cisco switches not typical for a Help Desk role. I use to work on the Help Desk for an ISP in level 1 and I was the guy that creates a ticket to dispatch a Field Technician to come out to a cleints site what ever issue I couldn't resolve over the phone.
nice! Helpdesk is so underrated but you learn so much being in helpdesk and touch a lot of different technologies.
teap
I'm interviewing for a helpdesk position today, so thank you for this video!
yay!!
After working on the Helpdesk what job position can you go after to work towards a cyber security job?
I am currently taking the Google IT Support Professional Certificate and what I found funny is that I found the networking section of this course to be harder than learning coding in my experience. I already knew coding prior to taking this course I am just taking it to strengthen my knowledge in IT and build credibility before I start applying for jobs. For anyone who may feel intimidated learning to code I am telling you that coding although is a harder topic than networking it seems easier to learn because of all the possible hands on projects you can build.
Networking can be a beast. Yeah, I find GNS3 To be really good for networking concepts/ labing
Same here! I find html,css, and javascript a little easier mainly because I can actually see what I am applying. I just finished the first course of the google it support certificate and it’s not easy ! Keep grinding
Hi Nicole,
I am currently in help desk for a very large company I am also a student from WGU with 8 classes left in the BCIA plan.
How do I break out of my role? I have been here 6 months? I have my CYSA+ plus Pentest+ left apart of my degree plan, I also plan on getting my CCNA. What route should I go to break out!
I love your videos!!
Hey Nicole, I'm just wondering if you ended up breaking out of the helpdesk role?
Trying to go from math and science teacher to cybersecurity via IT Help desk.
It is a great pathway to go down
I applied for a tech support role which I found out in the interview that it was 100% desk + phone calls role. I turned it down because I wanted hands on experience and not a call center type of environment. It sucks because its supposed to be my door in the foot. 😢
1:25 I don’t want a door in my foot
Thank you for these videos.
I'm currently taking the Google IT Support Professional Certificate Course, I finished the first module last week. I'd start the Bits and Bytes Module on April 3(Financial aid😂).
Can't wait to start my IT Career.
Glad it was helpful kayode
I think customer service is overrated, it depends on which culture you are from. If all the help desk people were robots who got on with the job, customers would learn to accept a new type of customer service. It's easy to shift this mindset. But i understand that society brainwashes people with customer service standards but it's actually a nice-to-have, something that one can live without. Hope it's ok 🙂
Very informative, thank you! I have great customer service skills, and I’m pretty good at interviewing (I say this humbly 😅). I am most nervous about having no experience and my end goal is Network Engineer. Help please 😊 I appreciate you.
I really want to get started! I want to do this! It seems like everything is geared towards someone knowing stuff that I don't know and it seems a little bit difficult to get started with those requirements.
" your door in the foot" we all know what you meant, but I think it's cool
Im trying to break into a entry-level job, its been challenging.
Hello I'm new to your channel. I am currently a student here in houston tx. I am on my way to graduating this summer from Houston community college with my associates degree in cybersecurity. So far I've only had one internship in help desk. I did it for 10 months but left it to start school early. What do you recommend to do alongside my associates degree. I plan on starting my bachelor's degree this fall. I'm looking to go to the university of Houston. What tips do have?
I went from Helpdesk lvl 1 to, IT Tech lvl 1, to Technology Support Specialist lvl 2 in 1.5 years. I'm making +$4/hour more, +5% retirement match more, +4 weeks more of PTO/sick totaling 7 weeks now, and upfront certification cost and/or full college cost to go back to the school i'm 50% through but haven't taken a class since first IT job.
You answer my many question specially - Escape the job after year that is what I’m thinking off. Also I’m doing customer service job in telecom, I’m getting paid $50,000 I’m thinking it’s too low. What’s your thoughts on it ?
To get your door in the foot ???
Thank you for talking about this 😌 Very helpful I’m trying to get started in IT and my school hires students for the help desk positions
Glad it was helpful! Thought this could be of use to someone brand new
thanks for the help
KevTech has some great videos.
I try to apply to any help desk but every one wants a college degree. Bachelor degree comptia A+ even though I took a college course and pass with a company that comptia brought out
WE GONNA GET OUT THE CCTV WITH THIS ONE
I feel like I've put in hundreds of application with no luck over the last few years.
Listen, as long as you can get your door in the foot, you'll be fine.
hehe
Thank you ❤️
Found this channel from the Kev's post 🥰
Subscribed 😃
Awesome! Thank you!
Hi Nicole, I have found the video really helpful. Thanks so much for sharing your insights. I need your advice.
I'm a healthcare professional looking to transition into Cybersecurity. I understand that Helpdesk is good for customer service skills. I'm considering doing an intensive Cybersecurity bootcamp soon to transition into the field. Is it compulsory for me to start out into helpdesk, given that as a healthcare professional I am used to customer service or patient interaction and skills ? I would really appreciate your advice. Thanks so so much 🙏
Helpdesk, desktop support, IT support engineer/specialist
Fantastic video with lots of insights! Thank you!
Glad it was helpful!
This is the best video about helpdesk that has all the informations anyone needs thank you
Hey I’m currently getting my A+ certification will jobs hire me knowing that I’m currently getting certified?
That's a yes, no, or maybe. It all depends on the application/screening process and potential interviewer(s), and luck. If you're applying to a small organization and you can get an interview and explain that you're still working towards the cert, it may help.
I am interested in getting my resume updated but for some reason I don't see the link to update my resume. Can someone please help me with this, thank you.
What places are hiring for this?
Most sizeable companies/organizations/businesses should have some semblance of an IT dept. that has a help desk. Check your local school districts as well. You can also check to see if there are any MSPs - Managed Service Providers in your area. In short, an MSP is a company that provides IT services to other companies or organizations. They typically service organizations that may not be big enough to warrant full time IT staff but do need IT support from time to time.
4:55 "get your door in the foot"..... hmm not as easy as I had hoped 😞
Hello, my master card have been declined i don’t know what to do
Door in the foot. Lol I've heard her say this I think in one other video. I'm gonna say it now
Ive gotten mix answers over on reddit, but is the google IT support certificate program worth doing to land that entry lvl position?
It can help. We are in a really good job market, so it isn't that difficult to land an IT helpdesk/desktop support job.
Thank you mam .. if i have degree in tech field then can i get job in cybersecurity without experience ??
If you get a network administrator position, does that look good on a resume for cyber jobs? My long range goal is to have good experience that will futher me on cybersecurity higher paying jobs in the future that will want a network position as a fundamental skill. I want to agressively more forward in the cyber field. Maybe overthinking this.
Yes. A good cybersecurity engineer is well versed in networking. How can you protect networks and systems if you don't know how they work?
Been watching your videos a lot. Would you take a look at my resume?
Helpdesk or help desk with space?
Your personality is so cool. We’d be friends for sure
I'm still trying to get my "door in the foot." 4:58
leaving a comment after my like
Nice update but as i live in London the UK would this apply to me here or are things in IT different in the USA to the UK training wise I mean . Things are hard here in the UK at the moment and don't know a lot about IT or computers lol Its ok if your young but not in your late 40s lol Loads of courses online here but some just want your money etc .Nice advice though.
Google IT customer support course for the beginning
Working as an help desk or support do you get the knowledge and experience of A+ and Net+, or do you still need to take them.
No, that would not be good use of time. Go for higher cert
You are very positive! thank you.
4:58 get your door in the foot lol great video tho thank you
Im deaf how can i get into help desk??
can this jobs be performed remotely?
yes
get your door in the foot lol
Hello I'm just starting and looking how to get started to get into this field. and found you thank you
Welcome!
Don’t forget to get your door in the door! I love the content. I think I heard you say that before and starting to think it’s intentional😅 1:23
heard it a second time! I love it! It’s her slogan!😄
bahahhahaha it is!!
Already planning my escape! :)
comment below
comment.
🔥🔥🔥🔥
Door in the foot? Lol
So much info. Thank you.🇯🇲😊
Door in the foot
Thank you for this video!!
Thanks Nicole
great video
Nicole taking a thumbnail pic: :o
bahahahha
A comment
Thank you!
Hello Nicole, I am currently doing a cybersecurity program and work for a software company. My current role is tech support but I want to go into IT. Will my tech support experience help me when I apply for a job in IT. Thank you for your great videos.
Of course, especially for the soft skills that are desperately needed in IT.
Hello Nicole great video another video suggestion you should think about is your military experience make a video of how your IT job in the military was.
That is a great idea!
Do any IT Support jobs allow for work at home?
Yes. I got an offer for $30/hr work from home IT support role
"As soon as you get the job you should be planning your escape" hahahhahahahhahahahahhahah
LOL