[IteseFrusty]

I have worked some form of IT support for 6 years and I can say that all it takes is problem solving skills, patience, initiative and a sense of humour. Because if you don't have all of these then either you aren't going to be good at it, or you will get extremely pissed off with people for being users.

Typical things that IT support would do it answer helpdesk calls, create new users, audit existing users, manage network permissions, roll out new PCs, update existing PCs. That's really about all for your typical IT support role.

That's some of the stuff I do as IT support. I also manage our AD and our LAN infrastructure. I'm also in charge of buying in new stuff.

[ringtonesmannq]

Have a conversation with a retarded two year old banging on a Speak 'n' Spell.

That's what your job will be like. And oh yes, they will have the attitude of someone with a PhD.

What if they do have a PhD? There is a lot of misplaced elitism in this thread. Just because they can't install linux or add a new printer doesn't make them an idiot. They likely know a lot more than you do about a great many subjects. They simply don't like computers or lived in a time or place where being computer savvy isn't so commonplace. Some of the most brilliant people I have ever met probably couldn't use a internet search engine but that doesn't make them "retarded", as you put it.

[blackjackblax]

Umm, doesn't matter how crappy the pay is. For the first year of your first job, you smile, say "yes sir, may I have another, sir," and deal with it. If you can't stick out your first job for a year, nobody will want you. After your first year, renegotiate, but don't hesitate to hedge your bets and start looking at other jobs.

As to the user's word, ignore them at all costs, and if you get a hesitant or unsatisfactory answer, then ask them again in that calm "I know you're an idiot, but I know you can answer the question" tone (without sounding blatantly insulting), until you get a straight answer. I was on the phone with one of our users the other day, and they were complaining about their home router not working properly (we support home equipment here).

When I asked her about resetting the router, she goes "I already did that" in a snippy tone (she's a PITA who is too big for her briches). Knowing how she is, I replied in the above tone, as below:

Me: "When did you do that, and what effect did it have?"
Her: "I did that last time I called."
Me: "And when was that?"
Her: "A couple months ago."
Me: "Ah..."

Suddenly she was 'busy' and had to go, even though she called about it. Being careful about how to leave the conversation so that she couldn't say that I didn't try, I just said "Well, I need you to go ahead and reset the router before you call back, that way you don't need to hang on the phone while we wait for that." She hasn't called back since, and she certainly didn't say anything bad about me.

oh i know all that

just annoyed as i started support 1 product about 18 months ago, about a year ago i was asked to take on another which i did and they said they would look at my financial situation

still not heard back yet so i am doing more work than ever, same pay as when i started. i have more responsibility 1 product i am one of the most important support staff, the other we are loosing a team member meaning i am going to be needed more than ever before

in my eyes i am a valuable team member, so i have a good negaciating position for this. just hacked off its take this long for anything to happen, got an appraisal coming soon when i shall be having words over my pay

[Navzrrqt]

Thank you for all of your help, now i have some idea of what goes with the job

some really interesting comments here

[qwerty1]

Just get into networking like me and you won't have to deal as much with annoying users.

[rNr5Di3S]

What if they do have a PhD? There is a lot of misplaced elitism in this thread. Just because they can't install linux or add a new printer doesn't make them an idiot. They likely know a lot more than you do about a great many subjects. They simply don't like computers or lived in a time or place where being computer savvy isn't so commonplace. Some of the most brilliant people I have ever met probably couldn't use a internet search engine but that doesn't make them "retarded", as you put it.

Yes they might have PhD...but technically ignorant, the annoying thing is that they PRETEND that they are technical and they know everything...and when they start talking and give you attitude about that, you will know what we are talking about her.