Want to learn help desk troubleshooting?

Question

I have a bachelor's degree in IT. I am going to try to start out at a help desk position but I haven't really been taught troubleshooting before. What type of material should I try to learn? Any books out there where I might learn some stuff?

Answer 1

My best practice was with my own family, however I must admit that I did start my own computer support door to door business and that really helped.

But non-computer family members generally are a good way to practice and get over the inevitable stress you will feel when dealing with someone who may not have the background you do

Answer 2

I suppose it depends on what type of troubleshooting you'd like to learn. Whatever you're doing, you'll probably need a strong knowledge of Windows operating systems, so that's a good place to start. If you want to begin at the bottom, learn practicel knowledge about the hardware (which I'd suggest), and start learning the windows operating system in and out. If you have a few bucks, pick up some used hardware or an old PC and make it work, and maybe get a few. You can read the books (sorry I can't recommend anything specific, as I run Freebsd and all documentation is free), but when I began as a windows engineer years ago my core source was Microsoft material, which I can say I don't recommend. There are plenty ins-and-outs books on WIndows NT/XP out there for you to pick up and learn about. It doesn't really do you much good if you don't have a computer at home to apply what you learn, and create problems to troubleshoot on your own. Are helpdesk jobs really that hard to come by these days? I'd suggest shacking up with your local computer/network service shop-you can usually start out low and learn a lot. The way I learned was buying or acquiring (from the shop I worked at) old and unused computers and parts and playing with it at home after work. Of course, you're going to take a serious hit on your free time doing this. :)

As far as old junk stuff, yardsales offer decent deals, wholesalers offer good prices for new stuff, etc. Someone's always looking to get rid of an old PC for cheap/free in my experiences.

Answer 3

If you have an IT degree, you've SURELY helped somebody with a 'My printer won't print' or 'I can't get my e-mail' problem. Most of it should come second nature to you, since they'll be tasks you do every day on your own computer without a problem. Perhaps the hardest things you'd have to learn will be how to "dumb it down" and how to be patient, aka realizing you probably will be dealing with a lot of people who are not tech-savvy and who are probably angry and frustrated. Practice by getting a sheet of paper and writing down the steps to, let's say.. download and install Mozilla Firefox. Don't leave our anything! Write down every click beginning from looking at your blank desktop. Then, go back and try to follow those instructions (or give them to a friend) and see if you left anything out.

Answer 4

Try to get a job at a large company where you can train under someone in the IT Department. That way you can see "hands on," what the job is like, and if if suits you.