Interview:
Tina has been in the IT field for over eight months and had never seen the inside of a computer before entering this field. However, she can now build, analyze, and troubleshoot hardware and software issues. By answering emails and phone calls, Tina helps other users resolve their problems and challenges. She has learned to wear many different hats to get the job done, but is also very satisfied in the end by her success. Tina has become very confident in the knowledge she has obtained and has greatly appreciated the outcome of her experience in the field. At the time of the interview, Tina was working help desk for database challenges. Very recently, due to her success, she has been promoted to being an assistant administrator on the database product she was supporting on help desk.
What is your job title, and how long have you been doing this job?
[Tina]: I am a Support Analyst (Help Desk) and have been in the position for eight months.
What are your main duties?
[Tina] I am responsible for analyzing and troubleshooting users' technical issues received via telephone and email. I help support in-house programs that are all run off databases, so there are times when I have to go into the backend of the database to resolve issues. I also act as a focal point for communication to the associated parties on all escalated issues.
What systems are you currently working with?
[Tina]: Windows 9x and Windows NT.
What qualifications or certifications do you hold?
[Tina]: I hold MCP and Network + certifications.
How long have you been working in IT, and how did you get started?
[Tina]: I started working in the IT field eight months ago. I decided on a career change and started from scratch in this field after going back to school. I started in the Support Center and learned anything and everything I could. Currently, I am interviewing for a promotion to Assistant Network Administrator.
What hours do you normally work? If you work evenings and weekends do you get paid for it?
[Tina]: I work anywhere from 45 to 50 hours a week in the ofEce.That translates to four 10-hour days, plus I am currently on call for two-week periods, rotating every four weeks for after hours and weekends, which I do not get paid extra for.There are times when a couple of hours at a time get taken out of my days off to work and answer calls.
What do you find most interesting about your job?
[Tina]:The thing that I find most interesting is how much I learn on a daily basis.The issues that I receive to analyze always challenge me to use my education and resources.
What is the least interesting aspect of your job?
[Tina]:The least interesting part of my job is the follow-up piece. I have to ensure that all escalated issues are being taken care of, and if they are not, I need to determine the status of the issue.
Do you consider your job to be stressful?
[Tina]: For the most part no.
Do you work with other people or alone?
[Tina]: I work on a team of seven people and basically always have another brain to tap when my knowledge isn't enough to solve a problem. 1 also have an office of 50 other people who specialize in all different areas of IT to use as a resource.
If you could change one thing about your job, what would it be?
[Tina]: My hours of work. I am at work from 4 A.M. until mid-afternoon, and then have an hour commute both ways. Otherwise, there isn't much I would change about my job at the moment.
Can you see yourself staying in this area of the IT industry, or would you like to try something different?
[Tina]: I would eventually like to get into the Internet part of the industry. I appreciate everything that I have learned, which is a ton, but I would like to branch out and learn different areas.
What do you consider to be the most challenging part of your job?
[Tina]:The most challenging part is supporting an application without any training or knowledge of it. Also, knowing that sometimes the company is down until you fix the problem.
What advice would you give to someone who is starting out in IT?
[Tina]: Don't be afraid of any kind of experience you are offered. At first, I was disappointed in myself for starting at the very bottom as a Support Analyst, but now I would not take any of the experience back. The position that I have is not a ticket taker or reporter but an analyst. I have to analyze and troubleshoot issues and fix them at the drop of a hat. I am ready to move up and on, but will still have to have the database background to continue in my career.You will be amazed at how much you can learn on a daily basis and how good it feels to help people resolve their issues, so that they can continue with their work.
So what was your choice-programmer, network support, database developer, or did you give up on an IT career all together to pursue a passion for dance? Whatever your choice, the next section takes a specific look at how to prepare, achieve, and maintain that desired job. Your success is all about turning your career choice into a reality.
