There are certain skills that you will need to have if you want to be a successful IT service desk agent. New comments cannot be posted and votes cannot be cast. Far, far too many techs do not understand this and get hung up on the right "IT" way to do things or whatever else. Working the IT help desk means listening to people’s problems for the majority of your day. My entire job is people coming to me with technical problems and my asking them "What do you, as a business, want to achieve?". While technical knowledge is desired, don’t be put off if you feel that you don’t know enough about fixing hardware, installing software, or troubleshooting PC issues. Office jobs are stifling and soul crushing in a way those jobs aren't. Few folks outside of IT care about the speeds and feeds of the new hardware or software you're proposing. Communication in written form is more important than most people know. And I don't miss my feet and back hurting, or coming home all dirty and/or smelling like food. Thanks for this. I get a call in, older man and needs his password reset. Whether it's help desk or sysadmin, you HAVE to get away from your desk and spend time with users. Been applying for more than 6 months and not a single interview. Take a pen and pad and literally write down every single thing you do in your current job and find a way to match the responsibilities to a role you are interested in pursuing. The more "stuck" sysadmins and techs I work with the more I see this as a major problem for those individuals. I have worked as a 1099 IT contractor, replacing networking equipment, running cables and troubleshooting. Initiative to follow through on items, so that you can learn. Filter by location to see Help Desk Manager salaries in your area. The CCNA pathway may seem like a good idea, but damn if I'm not jaded over the whole thing. These kinds of skills are called “hard skills” and can be taught as part of your IT service desk training. Being an IT help desk tech is a fast-paced job. Learn about what they do and what their department does and then how all the departments make the business run. Tell me about a time you went the extra mile. You want to be concise, but also make the damn point. In short, don't let it get to the point where they blow a fuse. There's nothing to read. And, just like a bartender, you need to be friendly while you listen. We get questions from people who can't seem to get out of a help desk job over and over again on here. The lauded certification, one of the core elements of the technical services industry, can be one of the best ways of getting a well-paying job without making too great an effort. Hell I pulled down damn near 60K on a help desk for several years. Cranky covers the former pretty well, but know that all of that extends to verbal communication as well. Help desk technician. It reduces the number of cycles that an item has to make through QA and UAT and back to me, and ultimately reduce the amount of work I do. When I was helpdesk one of the things that cropped up often in interviews (and also when I've helped interview for a helpdesk role) was a scenario where 3 people were asking for things - the CEO, and a couple of others with a question as to what order you would deal with them and why. Been applying for more than 6 months and not a single interview. It is the single most important question in IT. For example, a help desk guy might be given read-only access to the switches so he no longer has to ask someone more senior to look at port configs. Reddit 101 The basics to help you get started Using Reddit Information to better understand Reddit Rules & Reporting Information on Reddit policies, reporting, copyright, and more Good luck to all, Can't get a help desk job with a CCNA + education. what should I learn?" 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