It’s 8:00 AM, and I’ve just taken my daughter to school. I sit down at my desk and put my headset in my ear. Right away the phone starts ringing. I know it’s going to be a busy Monday morning for sure. Monday’s after a holiday weekend are always pretty busy. All of the issues that our clients didn’t want to call about on the day before the holiday, so they could get their work done and get out of there, are now suddenly the end of the world. Also, just the fact that it’s a weekend gives the computers plenty of time for hardware failures. So, right away my phone starts ringing, someone’s password isn’t working. Typical first thing in the morning call. At least it wasn’t the fact that their server was down, which also usually happens first thing in the morning. I log into the server and reset the person’s password, and I’m on my way to start the day.I pull up my company’s helpdesk queue and check out all the tickets that have come in over the weekend. Some new issues have come in, and there are other issues I need to follow up on that are outstanding from last week. The thing about working in tech support is that issues come in waves. It can be quiet for 2 hours, and then suddenly I’m juggling 3 phone calls at once, with the phone still ringing. I am lucky enough to work from home for a great company based in Southern California. We are an IT consulting firm. Meaning that we handle the IT (Information Technology) needs for our clients, which are small to medium sized businesses also based in Southern California. I get to generally talk to the same people every day, and am constantly communicating with the rest of my team in Southern California via instant messenger. The issues I encounter vary from day to day, including anything from customer inquiries to the management of staff, which makes my job exciting and fun. One minute I could be fixing a server being down, which is causing the entire company to not be able to work, and the next minute I could be figuring out why someone’s printer isn’t working.
For the really easy problems people get really self conscious. Like since computers and technology are everywhere they should just KNOW how to do these things. They often say to me: “You must think I’m SO stupid for not knowing this stuff.” My answer is always the same: “If you knew how to do what I know how to do, I wouldn’t have a job.”
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Sarah Werle Kimmel is a digital parenting coach and family tech expert. She has spent the last 20 years of her career working as a Microsoft Certified IT Manager supporting over 100 small businesses. During that time she started Family Tech LLC to help families understand and manage the technology in their home. She has regularly appeared as a family tech expert on local NBC, CBS, ABC and FOX news affiliates, BYUtv and Studio 5, and has been invited all over the world from tech companies like Lenovo, Verizon, Microsoft, Dell, and Samsung. Find out more on her website SarahKimmel.com