Your comments in a previous blog post were a huge help in identifying some of the areas where you think incoming entry-level help desk job candidates need education. My basic question is, “what should a new help desk job candidate know on day 1?”
Communication skills was a common item on many lists, and although that’s certainly a difficult topic to teach, it’s included in the below attachment. I’m calling that one out specifically because… well, there’s a lot of personality involved that just can’t be taught easily. Some people are just naturally more patient than others, whether by genetics or by upbringing. But, there’s no doubt that it’s important to cover.
Anyway, have a look at the attached. Ignoring Linux and Mac for the moment (not that they aren’t important, just that they’re not where I started), let me know if this draft list seems to be missing anything major.
Keep in mind that we’d all love for new job candidates to show up fully educated and ready to roll – but we mostly know that doesn’t happen. That’s why they’re called ‘entry-level’ jobs, of course! So I’m trying to not make this list comprehensive, but rather include just the things that a brand-new, young IT person could be expected to know their first day on a new job.
If there’s anything missing, drop it in the comments. I know some of these don’t have a super-ton of detail, so if there’s a majorly important detail that you think might be missing, feel free to leave that also.
Audience-wise, I’d love for this material to be available to high schoolers, anyone considering a two-year career college (in IT administration, of course, not other tracks), and so on. So I’m trying to keep the material at that kind of level. Not that a high schooler is dumb, but I’m not going to hit them with the full ITIL right out of the gate, either.
I’m not trying to target the material to someone who’s merely enthusiastic about computers, but not necessarily considering a job in them. This is for someone who’s goal is to get a job in the IT department of a company or other organization.