New TSS job need tips and motivation?
Question: I have been going to college part time for the last three years and still have another year or two but I applied for a entry level posistion even though I didn't meet the all the requirments and didn't have any first hand experience other than coure/book work but they said you hired . I am very excited but worried and stressed also. The job is a technical support specialist for a very large hospital with great pay and benifets but I am worried that I am setting my self up for failure even though everyone in my family said I will do great and learn as I go. I explained to the director that even though I have had all the classes I have had no first hand experiance troubleshooting or working a technical help desk . I am worried that they may expect me to be more knowledgeable than I am even though I explained I haven't done anything first hand. Also most of the stuff that I have learnt in school I have forgotten or never really learned.
Anyone have any tips for this line of work?
I've been doing support for close to 20 years now, learn to take very good notes. Refine you notes after you've fixed a problem. What you will find in most companies, end users typically are running the same application set and run into the same problem. The first time you fix an issue it might take you say 4 hours. What most IT folks want to see is the 2nd time, 3rd time around that number comes way down. Keep your notes up to date and learn to various resources, not just google. Most of the problems your going to see in the coming months, someone else has already seen it and fixed it.
Don't wait hours spinning your wheels working on a problem, ask for help early. Don't worry, about it. I have not seen one IT person who was not willing to help someone else, but you have to ask. In fact, I just spent the 15 hours trying to fix a DST issue on an application only to narrow it down to a problem with another application in the same suite.
Still took the developer 7 days to fix it.
Good luck.
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