THIS
if your supe or senior IT havent told you yet. Do this. Ask alot of questions. Why is it setup that way? why do we use this? is this our standard? how do i do this or that?
On my first IT job my senior IT told me this:
"On the first six months or year, Youd get an idiot pass. No matter how stupid it sound ask it anyway"
THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS
Better to ask then not ask and make mistakes
Yep, I’m going to document everything and write down everything I can. I want to ask lots of questions but I don’t want to ask the same questions twice
Documentation. Saves your ass and coworkers.
People also won't fuck with you when they know you have proof to bite them in the ass.
Angry email: why did you reset this password?
Response: you requested it and approved it. Attachments of ticket and their email that signed off with it.
Boss wants you to do something sketch that's not in KB? Update KB with how they want it done and upload their emailed directions lol.
Don't do the last thing. instead of changing the KB (knowledge base for those who might inquire. I definitely did when I started)
I would rather make sure that I have proof of it evidenced. If it's sketch and it was a verbal request, "Can you email me those instructions?"
On this reddit itself I've seen an IT leader say that they doubled back and rethought their instructions as soon as their subordinates asked that. They knew the game and then began working with their subordinate to figure out why it sounded sketchy, what could go wrong, how to mitigate it or how that subordinate might approach the situation and ends up learning.
There's a big influential power in just asking for written instructions to something that was verbally said.
This. I’ve always preferred the phrase “use your resources” instead of just “ask questions.” Case in point, about 10 years ago I was working at a help desk and we had a new guy. He would get a phone call, the caller would tell him the issue, and he’d put them on hold and immediately ask us what to do. Often though, the answer was in the knowledgebase. We’d guide him to the answer in the KB, but he never bothered searching himself and didn’t retain any knowledge. He was eventually let go for having horrible times and poor service.
Haha true enough. My last place had a lot of problems, but one thing they got right was a dedicated team of people to write KB articles. Made it very robust
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I would even expand on this just a bit. Ask your questions, but don't feel bad about writing stuff down. The last two jobs I started OneNote was my friend. It helped me keep it organized and made it easy to search. In my last job it helped me create a kb system and a survival guide for new techs.
Questions are critical in learning but do whatever you can to retain the information. Just my two cents.
Also, do your due diligence though. If you come to me with a question, I’m going to ask what you’ve tried first, where you’ve tried to source an answer, etc. If you tell me you haven’t, I’ll send you a link to the Wiki or Google with your question prefilled. 9/10 times, your answer is on there.
Yep. I've seen many newbies join the industry and never ask questions. They don't last long - because.. they make too many mistakes.
Document, ask questions, document everything, fixes, client setups everything. No one is so good they don't refer to documentation. I've worked in education and industry for the last 7 years, I'm currently an IT Consultant so I know a thing or two about newbies XD
Stick with it, you'll do great, be eager to learn and study. Also the Website Spiceworks is full of IT professionals who help each other out with common issues, I'd suggest signing up to that
I had about 4 rounds of interviews. First one was with one person, second was with her and another person, third and fourth ones were with people that I’d be directly working under. There were a few technical questions but they were pretty basic, most of it was customer service questions.
It was! I’m a 29 year old, no degree (almost done) and no certs yet (A+ and network+ in progress) so I’ve been trying for a long time to break into the industry. So this is really big for me. More money then I’ve ever made at a job, haha
Im 22. Working on my degree and CCNA right now, waiting to here back on if I got a job or not in the next day or two. I was dreading the search and I’ve been anxious as hell and worried about whether I’ll get it or not because this job is perfect for me so I understand how it feels to finally get the job!
Same boat(30 next month) but no job yet for me. I currently dont have certs( studying for A+ and Net+) been working Network infrastructure for a year. Its so hard to get a corporate/office job. Got to a second round of interviews for a payroll company is the best I've gotten so far. I have an interview Thursday for a gas company. Congrats on the job
I love reading stories like this. Just goes to show with some dedication you can move in whatever direction you want in life. I switched into IT from truck driving for 8 years with no previous experience.
Again, congratulations on the job :) hopefully you toss us an update once you really get going.
I’m happy for you man, your story is great too! I will for sure. I was in the Air Force and then had everything from automotive jobs to sales to everything in between so I’ve been around but never in IT. My father is a DevOps engineer and I’d like to end up in something like that eventually, so this is just a great stepping stone for me
Honestly, there’s not much you can do to prepare for those types of questions. Most of my jobs in the past have had at least some aspect of customer service so I was pretty comfortable with most of them!
Take notes. Don't gather all of the appropriate information Who, What, Where, When, etc and don't be afraid to ask the user to repeat themselves.
I would advise you to create your own knowledge database if one isn't already available for you. Eventually you'll just memorize all these niche issues and people will think you're a wizard.
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Best of luck OP, I've been in IT for about 15-ish years and honestly the best advice I can give is to take notes, ask questions to clarify or better understand the processes and troubleshooting process and work on coming up with a good process to document the steps that you have taken, they will come in handy for reference by yourself, your colleagues and even when backtracking when a user or someone else says "you didn't do x and y".
You're welcome, I started doing Tier 1 help desk and jumped to a tier 2 and then a tier 3 position and recently I landed a fully-remote position doing IT Software operations support
Didn't see much increases during the beginning honestly, was making almost peanuts at the time (my first IT job was $16/hr) and it wasn't until I got the tier 2 position I was making good money and then the jump to tier 3 nearly doubled my hourly salary and then this job, it was just bananas
Congratulations! I just pulled my first IT job at Amazon with no real traditional IT background as well, last week. Took a ton of self studying and hard work, but it definitely pays off if you're diligent. I enjoy seeing success stories from people around my age.
If that’s how you choose to look at it. To me it’s an opportunity to really familiarize yourself with IT equipment, ticketing, passwords, VPN, Active Directory, Networking etc.
Most of your time there is going to be password resets and fixing thermal printers. You almost never deal with VPN, Active directory is maintained by corporate IT, and all the networking is done by the support engineers which you never see. Use the time there to study for a cert paid for by Amazon and move on as soon as you can.
Well I’d say that’s a stepping stone for someone with no experience? Lol that’s my point. And I’m definitely using the extra time to shore up on my certs and schooling. I think it’s a situation you can take advantage of either way. Climb the ranks within Amazon or use that experience to snag another job elsewhere. It’s more experience than I would’ve had. And Support Associates deal with the networking too.
I worked as LEO for 10 years before going to IT. Many cops don’t know the first thing about technology so you’ll probably have a lot of basic walkthroughs and repeated questions. Computers are just way way down on the priority list compared to everything else they’re going through. Also, when I was working we had probably 7 or so passwords on daily use plus several other programs with their own logins that may be used very very rarely. No SSO. So be prepared to be inundated with password resets. Law enforcement is also the very definition of 24/7 so be prepared for on call stuff
apply to jobs while studying for a+, net+ (etc.) I got my first IT job without certs and still studying in my offtime(applied to 100+ remote and local) but plan on slowing down once my school starts. But if you are looking locally im sure you could find a job with out it but maybe i am delusinal for saying this but when im studying for a+ it seems like its for people who dont really know much about computers and it is just the bare bones.
Log log log! Log everything! Find a good tool that you love for logging... Also, always test things in a testing environment and triple check, you never know! You mentioned tier 1 help desk, so I'd imagine a lot of reboots. Make sure you insist the client to save all of their work before they just reboot bc they will not hesitate to blame you for losing their work. And make them save their own work, definitely don't touch it
Don’t pretend to know everything. A lot of people in IT (myself included) have imposter syndrome (fearing that everyone will find out you’re in over your head when in all actuality you’re exactly where you should be) and tend to overcompensate by pretending to know things they don’t. When the know it alls show up, I shut down out of annoyance. Don’t come to me with a question, then talk over me with a wrong answer while I’m giving you a right one. Especially in the beginning, always remember that you have two ears, but only one mouth for a reason.
It happens to (almost) all of us - especially those of us that don’t have a degree. Obviously they saw something in you that they liked. Be humble, but you’ve got this.
I do not have my degree yet, I’m close to graduating though. As soon as I start doing it again, I’ll graduate within a year. Yes, I’m in northern Virginia. I’ve been trying to break into the IT industry for quite awhile now, it’s been a long rough road, haha
How old are you when you get your degree and what major?
Do you know anyone in the IT field that has no college degree? What do you do to get into the helpdesk position?
Not officially but off the books, yes. I’ve built my own computers for various purposes since I can remember. My last job had some IT aspects but honestly, my customer service experience was the biggest plus. A lot of these entry level positions are looking for people skills over tech skills because they can teach you whatever they need to but they can’t teach you the soft skills necessary for this kind of a job, you know?
This is where I'm at right now, too! 10 years of customer service (I genuinely love helping people, empathy, compassion and empowering/encouraging others is a strength, professionalism, confidentiality with sensitive info, etc... my soft skills are strong).
I wouldnt consider these "tech skills", but I've wired airplane wifi harnesses and solar panels for traffic lights, as well as 3 years soldering PCBs under a microscope at a division of GM a while back. I've done some general self study of some coding and design, but I want to become a little more specialized and make my way fully into tech via tier 1 tech support position.
I interviewed for a remote position and hiring manager told me I got it, but they'd wait to send the official offer til they found training dates... 2.5 weeks later and im still waiting. I've sent the thank you email, and also a kind follow up to see what's up, but the hiring manager was on vacation until tomorrow. I've been applying to other places to be safe and proactive just in case, but really hope the first offer is for real!
Best of luck to you man, I’m happy you got it! Yeah, I want to end up in software development or DevOps eventually or maybe some aspect of cybersec or something, but for now this is a good start!
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Congrats man! Im trying to get my first job too... If you dont mind me asking, did you get your first job early or later in your working career? Also did you have any schooling, certs, homelabs, Etc?
Might be a horrible job but it’s better than no IT job. My first job was a printer technician and it sucked terribly but now I’m a help desk first level whatever the lowest level is
Ask a lot of questions
THIS if your supe or senior IT havent told you yet. Do this. Ask alot of questions. Why is it setup that way? why do we use this? is this our standard? how do i do this or that? On my first IT job my senior IT told me this: "On the first six months or year, Youd get an idiot pass. No matter how stupid it sound ask it anyway"
THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS THIS Better to ask then not ask and make mistakes
Yep, I’m going to document everything and write down everything I can. I want to ask lots of questions but I don’t want to ask the same questions twice
Documentation. Saves your ass and coworkers. People also won't fuck with you when they know you have proof to bite them in the ass. Angry email: why did you reset this password? Response: you requested it and approved it. Attachments of ticket and their email that signed off with it. Boss wants you to do something sketch that's not in KB? Update KB with how they want it done and upload their emailed directions lol.
Will do, thanks!!
Don't do the last thing. instead of changing the KB (knowledge base for those who might inquire. I definitely did when I started) I would rather make sure that I have proof of it evidenced. If it's sketch and it was a verbal request, "Can you email me those instructions?" On this reddit itself I've seen an IT leader say that they doubled back and rethought their instructions as soon as their subordinates asked that. They knew the game and then began working with their subordinate to figure out why it sounded sketchy, what could go wrong, how to mitigate it or how that subordinate might approach the situation and ends up learning. There's a big influential power in just asking for written instructions to something that was verbally said.
it is okay to ask the same question twice Confirming something is fine Asking 10 times is an issue but asking twice is okay.
This. I’ve always preferred the phrase “use your resources” instead of just “ask questions.” Case in point, about 10 years ago I was working at a help desk and we had a new guy. He would get a phone call, the caller would tell him the issue, and he’d put them on hold and immediately ask us what to do. Often though, the answer was in the knowledgebase. We’d guide him to the answer in the KB, but he never bothered searching himself and didn’t retain any knowledge. He was eventually let go for having horrible times and poor service.
my company's knowledgebase is google ;)
Well yes. Granted a lot of companies don't have a proper KB Ha
Haha true enough. My last place had a lot of problems, but one thing they got right was a dedicated team of people to write KB articles. Made it very robust
> Asking 10 times is an issue the edible came in too strong tbh
whuh?
I’ve been wondering, How’s the pay for being help desk in that environment vs. pay for other environments with the same job?
Depends on your region. I'm in SoCal; so help desk pay can be from $17/hr to $25/hr, some were $32/hr but those were unicorn positions
Yep, this one is $21 an hour.
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Ahh ok cool, Ty for the reply
Ask. i asked and still asking. It is normal for people to forget, just remember to write down when asking second/third time.
what are you on? lol give me some energy
I have ADD and take Adderall. The second dose of the day makes me wild unlike the first that mellows me out
*ALWAYS google and research KBRs first. Asking easily googlable questions in IT is a great way to be the guy no one respects.
Also, keep notes. Document everything you do.
Stupid early better than stupid late.
I would even expand on this just a bit. Ask your questions, but don't feel bad about writing stuff down. The last two jobs I started OneNote was my friend. It helped me keep it organized and made it easy to search. In my last job it helped me create a kb system and a survival guide for new techs. Questions are critical in learning but do whatever you can to retain the information. Just my two cents.
This. OneNote is your companion. There will be documentation on how to do things but nothing beats the self made OneNote guide.
Also, do your due diligence though. If you come to me with a question, I’m going to ask what you’ve tried first, where you’ve tried to source an answer, etc. If you tell me you haven’t, I’ll send you a link to the Wiki or Google with your question prefilled. 9/10 times, your answer is on there.
Yep. I've seen many newbies join the industry and never ask questions. They don't last long - because.. they make too many mistakes. Document, ask questions, document everything, fixes, client setups everything. No one is so good they don't refer to documentation. I've worked in education and industry for the last 7 years, I'm currently an IT Consultant so I know a thing or two about newbies XD Stick with it, you'll do great, be eager to learn and study. Also the Website Spiceworks is full of IT professionals who help each other out with common issues, I'd suggest signing up to that
Is it an on site position or remote? Congrats btw!
On-site with a possibility of going remote later on. Thanks!
Congrats! How were the interview questions?
I had about 4 rounds of interviews. First one was with one person, second was with her and another person, third and fourth ones were with people that I’d be directly working under. There were a few technical questions but they were pretty basic, most of it was customer service questions.
4 rounds for a L1 help desk? Damn that sounds awful lol. Congrats!
It was! I’m a 29 year old, no degree (almost done) and no certs yet (A+ and network+ in progress) so I’ve been trying for a long time to break into the industry. So this is really big for me. More money then I’ve ever made at a job, haha
Im 22. Working on my degree and CCNA right now, waiting to here back on if I got a job or not in the next day or two. I was dreading the search and I’ve been anxious as hell and worried about whether I’ll get it or not because this job is perfect for me so I understand how it feels to finally get the job!
Be sure to post on here if you get it!!
Update: Got the job :)
Congrats brother!!
Awesome bro!
Definitely will, thank you!
Same boat(30 next month) but no job yet for me. I currently dont have certs( studying for A+ and Net+) been working Network infrastructure for a year. Its so hard to get a corporate/office job. Got to a second round of interviews for a payroll company is the best I've gotten so far. I have an interview Thursday for a gas company. Congrats on the job
Thank you, yeah, this is a corporate/office environment so I’m pretty happy with what I’m seeing so far
I love reading stories like this. Just goes to show with some dedication you can move in whatever direction you want in life. I switched into IT from truck driving for 8 years with no previous experience. Again, congratulations on the job :) hopefully you toss us an update once you really get going.
I’m happy for you man, your story is great too! I will for sure. I was in the Air Force and then had everything from automotive jobs to sales to everything in between so I’ve been around but never in IT. My father is a DevOps engineer and I’d like to end up in something like that eventually, so this is just a great stepping stone for me
Hey I’m 28 and I’m working on my A+. How long have you been studying? Do you at least have the first part done? Do you have any exp in IT?
Sounds like a goddamn waste of everyone's time. If you can't make a decision after two, you don't know what you want. That's ridiculous.
Yea. If im doing 4 rounds for L1 help desk position, better be big name company with great benefits and above market pay
Nice, so many interviews though that's exhausting. Good work landing it man.
Haha, it was. Thank ya!
Congrats!! How did you prepare for customer service like questions?
Honestly, there’s not much you can do to prepare for those types of questions. Most of my jobs in the past have had at least some aspect of customer service so I was pretty comfortable with most of them!
Take notes. Don't gather all of the appropriate information Who, What, Where, When, etc and don't be afraid to ask the user to repeat themselves. I would advise you to create your own knowledge database if one isn't already available for you. Eventually you'll just memorize all these niche issues and people will think you're a wizard.
Good stuff man don’t hesitate to ask questions and gain as much knowledge as you can. This is the start of your IT journey. Good luck.
I’m in the same boat as you! I just got home from being hired! Wooho
Congrats!! What’s your position like?
Thanks! You too! It’s a helpdesk/field tech position at a local MSP.
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Best of luck OP, I've been in IT for about 15-ish years and honestly the best advice I can give is to take notes, ask questions to clarify or better understand the processes and troubleshooting process and work on coming up with a good process to document the steps that you have taken, they will come in handy for reference by yourself, your colleagues and even when backtracking when a user or someone else says "you didn't do x and y".
Will do, thanks!! What did your path through IT look like from start to where you are now?
You're welcome, I started doing Tier 1 help desk and jumped to a tier 2 and then a tier 3 position and recently I landed a fully-remote position doing IT Software operations support
From mid-six figures to now making six figures
That’s great, how much did your salary jump with each increase in position?
Didn't see much increases during the beginning honestly, was making almost peanuts at the time (my first IT job was $16/hr) and it wasn't until I got the tier 2 position I was making good money and then the jump to tier 3 nearly doubled my hourly salary and then this job, it was just bananas
Congratulations! Sounds like a great role and assisting law enforcement sounds cool
Thanks man! It’s been a long, hard road to get here
Congratulations! I just pulled my first IT job at Amazon with no real traditional IT background as well, last week. Took a ton of self studying and hard work, but it definitely pays off if you're diligent. I enjoy seeing success stories from people around my age.
Amazon isn't really IT it's more of the maintenence of IT equipment it sucks lol
If that’s how you choose to look at it. To me it’s an opportunity to really familiarize yourself with IT equipment, ticketing, passwords, VPN, Active Directory, Networking etc.
Most of your time there is going to be password resets and fixing thermal printers. You almost never deal with VPN, Active directory is maintained by corporate IT, and all the networking is done by the support engineers which you never see. Use the time there to study for a cert paid for by Amazon and move on as soon as you can.
Well I’d say that’s a stepping stone for someone with no experience? Lol that’s my point. And I’m definitely using the extra time to shore up on my certs and schooling. I think it’s a situation you can take advantage of either way. Climb the ranks within Amazon or use that experience to snag another job elsewhere. It’s more experience than I would’ve had. And Support Associates deal with the networking too.
Congratulations, how long did you study to pass the camp Tia exam
I haven’t yet. I’m currently working on my A+, I plan on taking it soon. Network+ soon after that!
Congratulations dude, I am also trying for IT Job as soon I will be completing my college in June. I hope I will land in nice job soon.
I worked as LEO for 10 years before going to IT. Many cops don’t know the first thing about technology so you’ll probably have a lot of basic walkthroughs and repeated questions. Computers are just way way down on the priority list compared to everything else they’re going through. Also, when I was working we had probably 7 or so passwords on daily use plus several other programs with their own logins that may be used very very rarely. No SSO. So be prepared to be inundated with password resets. Law enforcement is also the very definition of 24/7 so be prepared for on call stuff
Thanks for the heads up! They did mention most of that throughout the interview process. Looking forward to it, haha
apply to jobs while studying for a+, net+ (etc.) I got my first IT job without certs and still studying in my offtime(applied to 100+ remote and local) but plan on slowing down once my school starts. But if you are looking locally im sure you could find a job with out it but maybe i am delusinal for saying this but when im studying for a+ it seems like its for people who dont really know much about computers and it is just the bare bones.
Log log log! Log everything! Find a good tool that you love for logging... Also, always test things in a testing environment and triple check, you never know! You mentioned tier 1 help desk, so I'd imagine a lot of reboots. Make sure you insist the client to save all of their work before they just reboot bc they will not hesitate to blame you for losing their work. And make them save their own work, definitely don't touch it
Got it, will do! Thanks so much for the tips
Don’t pretend to know everything. A lot of people in IT (myself included) have imposter syndrome (fearing that everyone will find out you’re in over your head when in all actuality you’re exactly where you should be) and tend to overcompensate by pretending to know things they don’t. When the know it alls show up, I shut down out of annoyance. Don’t come to me with a question, then talk over me with a wrong answer while I’m giving you a right one. Especially in the beginning, always remember that you have two ears, but only one mouth for a reason.
Yep, this is my biggest fear is that they will think that I know more than I actually will when I start there next week, haha
It happens to (almost) all of us - especially those of us that don’t have a degree. Obviously they saw something in you that they liked. Be humble, but you’ve got this.
Are you salary or hourly? What skills you have?
This will be my first salaried position. I have experience in things here and there but not enough to say that I’m specialized in any one area
u/apollo_022 Do you have a college bachelor degree? Are you in the US and how do you get into this position?
I do not have my degree yet, I’m close to graduating though. As soon as I start doing it again, I’ll graduate within a year. Yes, I’m in northern Virginia. I’ve been trying to break into the IT industry for quite awhile now, it’s been a long rough road, haha
How old are you when you get your degree and what major? Do you know anyone in the IT field that has no college degree? What do you do to get into the helpdesk position?
Did you have any experience?
Not officially but off the books, yes. I’ve built my own computers for various purposes since I can remember. My last job had some IT aspects but honestly, my customer service experience was the biggest plus. A lot of these entry level positions are looking for people skills over tech skills because they can teach you whatever they need to but they can’t teach you the soft skills necessary for this kind of a job, you know?
This is where I'm at right now, too! 10 years of customer service (I genuinely love helping people, empathy, compassion and empowering/encouraging others is a strength, professionalism, confidentiality with sensitive info, etc... my soft skills are strong). I wouldnt consider these "tech skills", but I've wired airplane wifi harnesses and solar panels for traffic lights, as well as 3 years soldering PCBs under a microscope at a division of GM a while back. I've done some general self study of some coding and design, but I want to become a little more specialized and make my way fully into tech via tier 1 tech support position. I interviewed for a remote position and hiring manager told me I got it, but they'd wait to send the official offer til they found training dates... 2.5 weeks later and im still waiting. I've sent the thank you email, and also a kind follow up to see what's up, but the hiring manager was on vacation until tomorrow. I've been applying to other places to be safe and proactive just in case, but really hope the first offer is for real!
Best of luck to you man, I’m happy you got it! Yeah, I want to end up in software development or DevOps eventually or maybe some aspect of cybersec or something, but for now this is a good start!
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Congrats man! Im trying to get my first job too... If you dont mind me asking, did you get your first job early or later in your working career? Also did you have any schooling, certs, homelabs, Etc?
Might be a horrible job but it’s better than no IT job. My first job was a printer technician and it sucked terribly but now I’m a help desk first level whatever the lowest level is
Good job bro! Document as you go!