IT: The Reality Of Working Helpdesk

[@djshiva]

I WISH I was doing repetitive tasks. I work for an MSP and while there are some things (like changing passwords), everything is different every day for us.

[@neopa06]

Yeah the same here, Im It-support but im doing everything from changing password to enroll divices with windows autopilotr, sharepoint issues, exchange, intune etc.. aaarh xD

[@oriostx]

@KevtechITSupport Broke in and made it through my first week. Certs and your labs helped me get in. I dont feel like it's boring rn. On the contrary it can feel very overwhelming. I feel like theres no cert that can prepare you for what you actually walk into when it come to procedures and company policy and all the different technical issues that can be thrown at you. To say least there is alot more to learn!

[@NsahTheIdealist]

Congratulations mate. Still walking through the labs whilst using his resume template to check the tasks. Am ITF+, and A+ certified currently working on N+

[@oriostx]

@user-ne4iz1ou5g You doing it man! 👍🏻

[@lute248]

Thanks for the video. The bumping heads with department heads and end-users is something I commonly encounter at work, even as a L2 Desktop Support role working in Internal IT. Some of the examples I’m about to give are also common issues that helpdesk encounters (User walk ins or calls) For instance, my company’s IT management has pushed out a GPO (we have about 4000 end-users) to set the default print options to be double sided + B/W and if users wish to print colour or single sided, they need to manually change by going to printer properties…..I regularly get bombarded with requests by end-users if I can go to the backend to change because they can’t do their job etc…..I learned the importance on being firm and having to say “No, it’s not possible” or “There’s nothing I can do on my end” Another example I encounter is when users walk in request to get a new laptop/desktops (Sometimes due to a new headcount or sometimes if the users lost their device)…..the already established process to handle such cases play a more important role (For eg, User files ticket > fills in who to charge the cost to (Manager? department?) > IT engineer talks to user additional info > management approves/reject > PO is then submitted

[@cristianreyes2590]

Hey Kevin I am starting your course on Udemy for IT Helpdesk Support. I'm happy to be supporting you as you support us as well through your educational videos on KZbin. Have a blessed day!

[@KevtechITSupport]

@@cristianreyes2590 thanks, good luck

[@botched_way]

love your perspective Kev! you mad funny 🤣

[@KevtechITSupport]

@@botched_way hey its true lol

[@Nova04550]

You do need to learn to have a spine, be assertive, and treat disagreement kindly and gracefully. In IT there's gonna be a lot of saying NO to people for the sake of security, policy, best practice etc. or asking people to fix / change the way they do things.

[@Hodenkat]

Before I applied for my job the recruiter told me the manager was abusive, but not exactly in those words. I had a choice of helpdesk or level 2 tech. I chose helpdesk because I knew level 2 techs would be working more closely with the manager and I didn't want that. I may be bored, but I still have my job. I've watched five level two techs come and go in the past three years, but I still have my job because I have space between me and the a-hole manager. I don't mind not having "access" to that many things! LOL!

[@Mustlehard]

Why are you still at help desk after 3 years ??

[@Hodenkat]

@@Mustlehard It pays the same as 2nd level and I don't have to deal with the department head who's a real a-hole with anger management issues.

[@thereeceforbes]

@@Mustlehard he doesnt want to work with the manager

[@TeaJaeF]

Beyond trust is a big win!

[@carlosaa661]

Oh man i wish it was boring, working an MSP for MSP’s is overwhelming, so much to do, keep up- everything new, it’s a swim or sink situation everyday.. i’ll swim!

[@Factcheckstatustrue]

If you have Patients and you always ask who has the problem, where is the problem, when was the problem, how did the problem occure (maybe an update or something stupid.) and having luck that they won't lie about the situation.

[@abdellahelbaamrani9300]

This is helpful but I want to move from the service desk to the IT specialist.

[@KevtechITSupport]

You should look at the job description and learn those skills being asked in that specific job role.

[@q2l867]

I am a final year IT university student in UK and struggling to find an entry level IT role since I have no experience. Any tips please.

[@apollomedia7210]

There is not much tech jobs in UK when compared to USA. Don’t feel bad, we struggle even here in US.

[@KevtechITSupport]

Are there any apprenticeship that you can do

[@EStroz585]

I recently subscribed to you from a video I seen from a guy named "QuickIT" who recommended your channel. I just wanted to know roughly how much will the compTIA A plus certification will cost me? I'm currently in the process of trying to start a career in IT through CourseCareers.

[@KevtechITSupport]

Really depends if your a student or not. If your a student, you get discount. If your not a student, you need pay the full price. A+ consist of 2 exams for 1 cert which is $253.00. Depending on the state if you live in the US. You can get it for free.

[@EStroz585]

@@KevtechITSupport oh okay gotcha! 👍🏽 thank you! 🙏🏽

[@ViewsFromTheSticks]

Hey Kevin I signed up for the PerScholas IT course and I’ve progressed to the interview portion which is scheduled for May 1st I’m hoping to get in but during the time I have in between I was debating on maybe taking the Google IT course and also the Google cyber security along with course careers IT course do you think thats a bit over kill what do you recommend for someone coming from no degree but some beginner computer knowledge?

[@KevtechITSupport]

google IT support course combined with A+ is enough.

[@josh-cq3ju]

Do a video on the command prompts and their functions

[@KevtechITSupport]

I should.

[@Merhawi213]

There's a cybersecurity security department that you need to get approve of? Aren't it and cybersecurity close to each other?

[@KevtechITSupport]

Yep. Cybersecurity needs to approve. Really depends on the company

[@garylove2836]

Hey Kevin I know you saying helpdesk could be boring.but what is the starting salary doing helpdesk in NYC?I hope is something decent.

[@KevtechITSupport]

Nyc cost of living is high but it really depends on your experience too. Someone with little to no experience should be making around 40k to 50k in NY.

[@garylove2836]

@@KevtechITSupport you right about NY cost of living I would be happy with a salary of 50k and higher.to make ends meet.

[@MrTopKat92]

I sure wish I had this headache since you get to do something IT-related. My former never helped me with my job as an IT.

[@KevtechITSupport]

@MrTopKat92 some companies don't even properly trained you. I been put in work scenarios with no training. It happens.

[@MrTopKat92]

@@KevtechITSupport It just sucks since they used my lack of knowledge & inexperience against me by setting me up as a scapegoat & fired me. 10 years wasted.

[@KevtechITSupport]

That's crazy

[@nicholaspeyton5460]

Kev how is the job hunt going? I have the bell icon on 'all'. Was hoping for an update.

[@KevtechITSupport]

Waiting for feedback

[@nicholaspeyton5460]

@@KevtechITSupport this is scary like i'm surprised even you are having difficulty. Am I right in saying you resigned from your IT support role to go into Cyber (i.e., to develop your career), but, then were quickly made redundant? And you regretted leaving your previous role?

[@KevtechITSupport]

@@nicholaspeyton5460 my last job had issues with me being on social media. I had to leave sooner later.

[@battleaxe8252]

Nothing wrong with boring.

[@KevtechITSupport]

I agree. Some people like to learn and grow.

[@warriorclassmedia]

🔥

[@frankkratosvlogs3469]

💯

[@ChrisGuzman-n6j]

Hey kev new sub here, debating between plumbing/ electrician and information technology. I don’t have a degree Im 24 yrs old and ready to change my life, where would you start if you don’t know anything about computers, 1st step for me would be to buy a laptop can’t do anything with out that right, I’m thinking about a Mac m1 laptop, second step would be to take Comp Tia a plus? To see if IT is for me? So I need to get a couple of certs, create a LinkedIn optimize resume. What else or where would you start if you know nothing, no degree or experience, this is what I’ve gathered so far. I’m in the United States, northern Virginia area.

[@KevtechITSupport]

I don't have a degree and I knew nothing about computers. I would look at comptia a+ and learn fundamentals. You can use Jason Dion, professor messer, Mike Meyers, as study guides to passed it. Mac will be an issue if you plan on learning virtualization and using active directory.

[@ChrisGuzman-n6j]

@@KevtechITSupport I’m aware IT is diverse, 1st job would be help desk correct? And. My goal should be doing everything to quality for a help desk job correct?

[@ChrisGuzman-n6j]

For now of course? I just want to make sure I’m on right track and thank you I will look into those resources.

[@KevtechITSupport]

@@ChrisGuzman-n6j you don't have to work helpdesk but a lot of people start out in that role.

[@aarondaniels4536]

What do we do for repetitive tasks ? Automate it. Script it.

[@KevtechITSupport]

Yep.

[@johndank2209]

examples?

[@KevtechITSupport]

@@johndank2209 we do have a free discord.

[@aarondaniels4536]

@@johndank2209 I can do all things through powershell who strengthens me.

[@johndank2209]

i meant the repetitive tasks, like what?@@aarondaniels4536

[@jaylenwalk]

It’s crazy you mentioned barracuda, I just got hired there. Can you guys give me tips?

[@KevtechITSupport]

Tips for what?

[@jaylenwalk]

@@KevtechITSupporthey, just a update I’m doing great. I was looking for what to expect from them, since it’s my first time working corporate IT. but I don’t think anything anyone could’ve told me would’ve helped because I’m doing a variety of things everyday

[@juanlamar27]

Just started my role as service desk engineer at a small msp (under 10 of us total) I'm the type that loves to do certs and homelabs. I'm just wondering if I should do maybe a a md102 or the Google it support. Already have the A+, just wondering on some guidance. Thanks man, you help out alot of us.

[@KevtechITSupport]

I would get azure or aws certs to prepare myself for a cloud or system admin role

[@juanlamar27]

Thank you for your response.@@KevtechITSupport

[@fearmo2212]

Any tips for going into a helpdesk interview? Mine is on the 20th

[@KevtechITSupport]

Have you looked at my 33 videos on interview playlist?

[@fearmo2212]

oh no, im new to your youtube channel.@@KevtechITSupport