Getting an IT Help Desk Job For Dummies

Table of Contents

Introduction

About This Book

Foolish Assumptions

Icons Used in This Book

Beyond This Book

Where We Go from Here

Part I: So You Want to Be an IT Help Desk Engineer

Chapter 1: Embracing IT Help Desk Jobs

What Is a Help Desk?

Why Technical Support Matters

Heads in the Clouds

Why Companies Care about Technical Support

The IT Help Desk Job Market

Two, Two, Two Career Paths in One!

External help desk

Internal help desk

The difference

Deciphering Job Titles

What You'll Need to Get an IT Help Desk Job

Swimming in Acronym Soup

Chapter 2: A Day in the Life of a Help Desk Engineer

So, What's the Plan?

Day 1: The Systems Analyst

Good morning!

Checking in: Part I

Punching tickets

Oh, my copier!

Lunch break!

Checking in: Part 2

A tale of two locations

Taking stock

Maintenance and such

Documentation master

Checking out

Day 2: The Consulting Magician

Wake up!

The daily standup

Getting assignments

The triage game

Client 1: Getting schooled

Lunch break!

Client 2: The Office (Hint: It's not a sitcom)

Client 3: LA Law

Emergency!

All done

Day 3: The Help Desk Rep

Sleeping in

Tickets for brunchfast?

Taking the call

Support via Instant Message

Tickets for snack

Lunch break!

More tickets, please

Remote control magic

The roundup corral

Signing off

How's That Sound?

Chapter 3: Why Starting at the Help Desk Is an Awesome Choice

What the Bureau of Labor Statistics Has to Say about All This IT Stuff

As Entry-Level Jobs Go …

Creating Opportunities

Making an Impact

Don't Rock the Boat, But ...