I got my start in IT by working at Full Sail’s technical support help desk. This team is responsible for assisting our students and faculty with any technical issue that might be encountered as part of the student or faculty experience. We primarily provided phone support using CISCO Agent Desktop. We used GoToMeeting and Join.me for screensharing, and we used Zendesk for live chats. We initially used Zendesk as our ticketing system, and later transitioned to SalesForce.
Without any formal technical training, this job gave me a crash course in website, software, and network troubleshooting. Our team served as a catch-all for any technical issue, and our motto was “go above and beyond to fix the issue.” As a result, our scope of support was massive, and I quickly learned the importance of speedy Googling. We supported roughly 90 applications and 20 websites. While we mostly only supported installations, we were also occasionally tasked with helping with software usage on the fly.
In addition to technical troubleshooting, we also worked closely with the logistics team, which was the team responsible for providing students with the software and hardware items for a given degree program. Our team also worked with several other departments on occasion if there was a crossover concern. For example, we would work with the enrollment team if a student was unable to enroll due to a technical issue.
After working as a tech support specialist for a couple of years, I began to assist with training new hires, which led to being a Team Mentor. This involved training new hires and acting as a role model for the rest of the team. I also assisted heavily with documentation. I created software installation guides and training articles using the Zendesk help center.