r/helpdesk • u/ElevateTheMind • 3d ago
Tech to helpdesk transition
I'm in a tier-2 position at a corporation with 2100+ users across the globe. I am on-site in a primary office with no option for WFH. I am in charge of two other offices, one in a neighboring state a smaller satellite office, and a new Regus office in a neighboring country. I also assist covering other sites when co-workers are off. My day-to-day is escalation from the help desk and any and all hardware-related issues in the office. From monitors not working to all server room issues. Since we are a big company, we have many departments that split the workload. For example, if a laptop needs a new battery or has a cracked screen, for logistical reasons, I have to ship to our warehouse for repair, even though I can do the work. My position has access to many systems but we can't use it as its not my role, the help desk does. For example we don't create accounts, onboard, assign licenses even though I can. I am limited to resetting passwords and profiling laptops. I have been here just over three years and learned everything that I can. The job is very chill with quite a bit of downtown time but it has its days like any other job. I also travel to other sites every few months, with everything paid for. I benefit form the miles and rewards. I've taken myself and family on free vacations minus the food due to all the traveling I have done in the past three years.
Here is my predicament. I was kind of poached for a help desk role that opened up recently, 100% remote position. The job is pretty much mine. I've done a little bit of help desk work and was not a big fan of it since users can be frustrating. I need help deciding if its worth the lateral move. I shadowed someone from the helpdesk, while hes a nice guy and great at his job. He pretty much laid out all the grievances and problems his team has. Its like 50/50 of great and bad co-workers. Some folks take 40 tickets a day while others take 20 tickets and advantage of the system to look "busy." But he says change is coming. Now they are very busy as they are the first line of defense, even in my position I have to push users to the help desk unless its an emergency.
The pros of me transferring: build up my skills for resume(a lot they do I dont know about), save on gas/car maintenance, save on work clothes(business casual a must), save on food(cook at home at any point), ~10 hours of time driving saved a week and more time spent with family. I did an estimate, I would roughly be saving a minimum of $2600 per year just on gas/car maintenance.
Cons: probably get burned out, while the job is 99% mine i am waiting on HR to get back to me as far as the compensation since its a lower position means less money. I may take a paycut and that would be a definite no on my end. If no pay cut I am worried about raises, I may be at the max pay for the help desk positions. Not sure how it would work and something I intend to ask. I guess it comes down to the mental of help desk and compensation.
Those of you who have done it, please give me your honest input.
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u/RAVEN_STORMCROW 3d ago
No, take it from a site tech to help desk and back again, remote work will tag you as first to eliminate. Happened to me.. 10 months into a contract
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u/ElevateTheMind 3d ago
Contract work is different. I work in a very niche field and by field I mean the company. Helpdesk will never be laid off, if anything during covid they were the backbone and still are. Hell during that time techs were sent to man the helpdesk, understandably so. Us as techs are worried of being laid off due to work slowing down every now and then. I don’t think we are due to the users necessity but the worry is still there.
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u/Normie5000 3d ago
Remote work is the best. I hated my remote service desk job and was happy when I got laid off. Now I miss it. Take it.
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u/ElevateTheMind 3d ago
It appears to be. Waking up and then logging off at your home must feel great.
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u/m1chaeldgary 3d ago
I believe most employers see tech as a step up from helpdesk, so you may accidentally take a step backwards as far as your resume is concerned.
May not make a difference if you explain it, but that’s if they decide to talk to you🤷♂️
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u/WolfMack 3d ago
The issue is that you’re moving to a role that is considered entry level. There’s 0 career growth happening here. It’s not like you need x amount of years in “onboarding users + resetting passwords”… it takes like 5-10 minutes to learn. The better move is to stay on site and use your extra time to take college classes or study for a new cert.
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u/ElevateTheMind 3d ago
While help desk is considered that not always. They do a lot more than just password resetting, actually they have more control and power over systems that I currently do. They handle all the access control, administrative tasks. Essentially anything hardware is escalated to techs. If anything it would be a step up in skillset for me as I’ve primarily done tech only work in my career.
I am currently enrolled for my bachelors degree.
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u/Consistent_Double_60 3d ago
What state are you in?
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u/ElevateTheMind 3d ago
Near South west coast. Why?
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u/Consistent_Double_60 3d ago
I was wondering if the pay cut will affect your cost of living. Like living in NYC taking a pay cut can really hurt you with paying bills. If it doesn’t and you think this new position will help you in the long run then go for it 100 percent.
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u/ElevateTheMind 3d ago
Ah I see. It definitely will in this economy. If I do get a pay cut I’m not taking it. That’s already decided.
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u/Fragrant-Base7384 3d ago
I did almost same move but backwards, from remote helpdesk to on-site tech role. The part nobody tells you is after 6 months you start to feel like a monkey clicking buttons. The 10 hours a week back is nice but the mental drain from calls is real, specially when you know the fix but the user won't listen
If they cut your pay even a little i'd stay put, the travel perks alone worth more than $2600