Getting Beyond the Helldesk

An anonymous reader writes "I've been working as a helpdesk monkey for over a year in a small-medium sized law firm of around 200 users and I don't know if my patience and sanity can last much longer. I'd like to remain in IT, but in less of a front-line role where I can actually get some work done without being interrupted every five minutes by a jamming printer or frozen instance of Outlook. There isn't really any room for progression at my current employer, and with the weak job market it seems I can only move sideways into another support role. I've been considering a full-time Masters degree in a specialized Computer Science area such as databases or Web development, but I don't know if the financial cost and the loss of a year's income and experience can justify it. Do any Slashdotters who have made it beyond the helpdesk have any knowledge or wisdom to impart? Is formal education a good avenue, or would I better off moving back home, getting a mindless but low-stress job, and teaching myself technologies in my free time?"

Comments

That is your job.

[DerekLyons]

" I'd like to remain in IT, but in less of a front-line role where I can actually get some work done without being interrupted every five minutes by a jamming printer or frozen instance of Outlook."

Um. If you are on the helpdesk - unjamming printers and unfreezing outlook is your job. Your work isn't being interrupted every five minutes, but rather you are being called on to do your job every five minutes.

IT is a support function, deal with it or find a different career field.

Re:That is your job.

[uptownguy]

IT is a support function, deal with it or find a different career field.

10. This
20. Goto 10

Seriously, having spent 15+ years in IT in one role or another (helpdesk, helpdesk manager, helpdesk product manager, presales support, operations manager, consultant) I've seen my fair share of things. I've been on top of the world and on top of my game. I've been burnt out and taken a year off to work in a coffee shop (best thing I ever did, by the way.) I've hired hundreds of support techs. And as I am sitting in a hotel room 1000 miles from home, have a raging case of insomnia and am feeling a little philosophical tonight, I have a word or wisdom or two that I want to share.

First of all: Why do you "want to remain in IT"? Is it because you enjoy technology? If that's the case, perhaps you should consider a different field? There's no law that says you have to make your hobby your job. In fact, you run the risk of spoiling the joy that drew you to it in the first place. If you are in technology because you love playing with what's new, keep reading Slashdot and buy the toys that interest you. Then go discover what you want to do with your life and do that.

Secondly: What do you want to do with your life? Does it involve serving other people? If it does: congratulations! IT is all about service. Seriously. Whether you are designing an application or supporting 200 lawyers/support staff, you are there to serve. You could get all gross and use old-fashioned phrases such as "cost center" or you could get all fancy and start to see the service you do as part of a larger path. This book changed some of my thinking on that.. Either way, you can't escape the fact: IT is about service. Secret hint: Once you get this, you start to love your job.

Thirdly: Have you ever really thought about what you want to do with your life? I mean really thought about it? If not, perhaps you should take a year off and do something completely random. You talked about "moving back home" as an option which means you probably don't have a spouse/kids which means that you have the freedom to do something bold. Try something completely different. Work with your hands. I took a year off and worked in a coffee shop. It did wonders for my work ethic and sense of what service really is. (It also reminded me of what it is like to really make next to nothing.) Working with your hands is satisfying. You might just enjoy it more than you thought. This article in last month's New York Times makes the case for working with your hands. You should read it. Really.

Fourthly: Is it about the money? Be honest with yourself. Are you in IT because of the money? OK. In this field, we make more than people with equivalent amounts of education might make. At least a little more. For now. That probably won't last forever. But are you wanting to move into "databases" or "web development" because you think there will be more money there? Maybe if this was 1996 that would be true. Yes, there is still money to be made there. If you are talented and willing to work hard and be passionate about what you do. But that's sort of true of anything. A little luck and a lot of passion go a long way. (Or is it a lot of luck and a little passion?)

Finally: Relax. Unless you are extremely fortunate, you have no idea what you are going to do with the rest of your life. Few of us do. You'll bounce around and external situations and circumstances will dictate most of it. New inventions. Sick parents. A spouse or child who changes your perspective. Wars. Epidemics. The unknown. Who knows what will happen next? Stop thinking so much. Enjoy the ride. If you feel stuck, listen to yourself. Learn to listen to yourself. Ask yourself what you really want to

Run For Your Life. Now.

[Daniel_Staal]

You seem to be under the misapprehension that it gets better once you are out of the helpdesk. It only looks like it does. You get less stupid end-users, and more stupid bosses.

Get out, now, while you still can. Go get a degree in plumbing, or electrical work. (Heck, if you want to stay with computers, get certified to install fiber. It's only going to grow, and I've had trouble finding anyone to install it in the new house.) Something that doesn't expect you for the rest of your life to be answering the phone at 12:45am on random nights.

Got to run, the pager's going off...

Ugh

[copponex]

Go back to school. Have sex with college girls while you still can. Go to any open lectures and take some off the wall classes. Study abroad or save your money for six months and party in Brazil. Meet some people who have lofty ideas, and try to get jobs at companies with the same.

You aren't going to learn anything but how to take shit and wallow in misery at your current job. If you think that's a valuable skill that you need to learn, then stay.

Re:Learn a UNIX

[smash]

More relevant I think is to perhaps use a Unix to learn network related skills such as TCP/IP network design, DNS, mail routing, VOIP, etc.

Unix (or Windows) is a tool to accomplish a given task. Learn the fundamentals of what you are trying to do and how the protocols work together, and then you can apply this to whatever operating system you happen to get lumbered with by the bean counters or previous management/admin...

So yeah, download a free unix, but remember, its just a tool to achieve a desired service. Focus on the services (and how to diagnose them), rather than the actual particular software package so much. Knowing Linux's quirks (just for example) inside out won't do you any good if you're trying to support Windows or Solaris (or SCO or FreeBSD, etc)...

Keep your mind open, and get exposure to as many tools as possible, it will increase your opportunity for employment...

Re:What degree do you have?

[Anonymous Coward]

An internal helpdesk for responding to employee problems may be a good stepping stone. The problem is that employees and managers only see you when stuff is broken, and you are out of mind when stuff is running without issue. So, there is an association with the helpdesk people and problems.

One thing that may accumulate surprisingly good results: keep some track of who you have helped out and find the time to simply go ask, "Is it still alright?". Now they remember you fixed something for them (maybe even what it was), they re-associate you with the current no-problem state, and the smarter of them appreciate that you care enough about *their* work to actually come ask. People talk in any company, big or small.

BTW, some will see it as you care about the company's productivity, some will see it as you care about your fellow workers as people; both are a big addition to mere "good fixing tech problems". Don't expect much direct feedback though, it's easier if you keep it just a matter of professional pride and a (maybe quite refreshing) daily habit.

Just check before that there indeed is no problem when you go ask. ;-)