HELPDESK - how to get started in IT (your first job)

Main Ideas / Concepts

• Help desk is the best “first job” in IT support (a common entry point into a longer IT career).
• Don’t delay applying for help desk work until you have multiple certifications/years of experience.
• Most help desk jobs are not identical (tier 1/2/3, service desk variations, company-specific requirements).
• The biggest requirement is customer service/people skills, not deep technical knowledge.
• On-the-job experience is the fastest learning path—“experience is king,” and being paid to learn beats only studying.
• A help desk role can be a gateway to other IT fields:
  • Exposure to many teams/technologies (networking, systems, cloud, programming)
  • Possible internal promotions (especially if you’re proactive and high-performing)
• Tailor your resume to “prime candidate” signals:
  • Emphasize customer service experience, willingness to learn, home labs/studying, and relevant activities
• Entry-level certifications can help with hiring, but they’re not always required:
  • A+ / Network+ / Security+ / CCNA and cloud fundamentals (example: Azure Fundamentals) are mentioned as useful depending on the job posting
  • Some cloud-focused help desk roles may prefer cloud fundamentals (e.g., Azure/AWS-related experience/certs)
• Job searching strategy:
  • Apply broadly, including remote roles
  • If listings ask for “10 years,” apply anyway—companies often list wishlists
  • Use communities/Discord/Twitter networking if callbacks are slow
• How long to stay on help desk:
  • Recommended target: don’t stay much longer than ~2 years if you want faster growth
  • Aim to move up by asking your manager about growth plans and internal opportunities
• College vs certifications:
  • No universal answer; consider cost/debt and long-term goals (government/management may value degrees)
  • Many paths work: work + certifications can be faster/cheaper for getting hired
• Skills beyond tech:
  • Typing is briefly mentioned for support roles
  • Stress management tips include:
    • Talk to your manager
    • Address understaffing
    • Improve scheduling/work-life coping (e.g., exercise during lunch)

Methodology / Practical Instructions

How to Get Your First IT Help Desk Job (Step-by-Step)

• Apply now

  • Don’t wait for A+, Security+, CCNA, or years of experience.

• Build/prepare your core “eligibility”

  • Primary skill to emphasize: customer service experience
  • Be comfortable talking on the phone, staying calm, and communicating clearly.

• Use your existing background

  • Customer-facing work counts (examples given: Starbucks, McDonald’s).

• Adjust your expectations about job requirements

  • Requirements vary by company; postings often include unrealistic “wish list” items.

• Create a resume that markets your trajectory

  • Include:
    • Customer service experience
    • Evidence you’re learning (studying/cert progress)
    • Home lab experience (if you have one)
    • A clear statement that you’re actively pursuing an IT transition

• Apply broadly and strategically

  • Apply to roles outside your immediate area if they’re remote
  • If a posting says “10 years,” still apply—especially if you’re actively building skills

• Network to improve callbacks

  • Join communities/Discord
  • Be active on Twitter
  • Ask for help/introductions—someone may know a hiring contact

• If hired, behave like a growth-focused help desk employee

  • Work hard to prove reliability and competence
  • Try to avoid escalating tickets for topics you’re interested in—ask to learn while assisting (when possible)
  • Seek mentorship by interacting with network/system admins and learning their workflows

• Move up quickly

  • Target:
    • ~6 months to start discussing growth
    • ~2 years max on help desk if you want progression
  • Ask your manager for a growth plan (Tier 2/Tier 3, junior admin, etc.)
  • If your company has no growth paths, consider a lateral move to another role/company with better progression

Suggested Study / Career Direction Logic

• Cert-first vs knowledge-first

  • Certifications are most valuable when they help you get interviews/jobs.

• Cloud entry point

  • Cloud usually requires existing IT foundation (networking/system/security concepts).
  • Help desk is positioned as a practical stepping stone toward cloud paths.

• Pick certifications based on job postings

  • Example logic: if a help desk role asks for Azure Fundamentals, it may be more targeted than starting with A+.
  • Don’t treat certs as guaranteed job-winners—verify market demand in local/remote postings.

• Python and programming habit

  • Learn small amounts consistently (suggested: 10–15 minutes/day).
  • Use tutorials/platforms like Codecademy; learn enough to build simple projects.

Home-Lab Approach (Practical)

• Create a home “corporate environment”

  • Install virtualization software (e.g., VMware)
  • Lab Windows Server (example: Server 2016) and Windows 10
  • Create a domain controller / Active Directory environment at home

• Use labs + cloud free tiers

  • Start exploring AWS/Azure free tiers and practice hands-on setups

• Add soft skills

  • Practice dealing with “client-like” scenarios and communication (empathy + customer interaction)

Competitions / Giveaways (Events Mentioned)

• Secret phrase for giveaways: “help desk”
• Offensive Security giveaway (OSCP-related)
  • Mentioned: OSCP training/lab time/exam voucher bundle
  • Stated giveaway includes 3 bundles
• Coffee giveaways (Google form / ticket-style quiz)
  • Multiple rounds; winners selected via first response/poll
  • One humorous question included: “My computer isn’t working—how do I fix it?”
    • Options included “reboot,” “throw it away,” and “pizza 93”

Speakers / Sources Featured (Identified)

• Primary speaker: “Network Chuck” (channel host; repeatedly referenced as Chuck)
• Referenced live stream creator: Jeremy Chara
• Referenced reviewer/creator: Mike Myers (mentioned for A+ study content)

Mentioned Brands / Organizations

• Offensive Security (OSCP provider)
• Kali Linux / Offensive Security (linked by mention)
• CompTIA (A+, Security+, Network+)
• Cisco (CCNA)
• Microsoft (Azure / Azure Fundamentals)
• AWS / Azure (cloud platforms mentioned)
• TryHackMe, Hack the Box, and other hacking/pen-testing platforms
• Codecademy (mentioned for Python)
• ECPI (mentioned as a school context)
• WGU (mentioned as an option for degree/certs)

Other Individuals Mentioned (Chat Context)

• Kev Tech
• Captain
• Saliha
• Ronix
• Timothy Meadows
• Raul
• Jonathan Quinn
• Fixit Doug
• Dawn
• Eduardo
• MPE Kbre
• Pablo
• Shane Davis
• George
• Masa
• Harrison
• Jamin
• Evans (winner name appears as email beginning “evan” for a coffee giveaway)
• Jason (CCNA poll winner)
• Evan / Harrison / Jason (mentioned as winners of giveaway/polls)