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How Can I Move Up from Tier 2 Helpdesk?

June 7, 2025 5 answers
Asked by TechieTurtle92
Hey everyone! I've been working in helpdesk for about 6 years now, and I've made it to tier 2. However, I'm feeling a bit stuck and unsure about my next steps. I have a degree in a non-tech field and stumbled into IT because I'm good with computers, but I often feel like an imposter. I don't have much networking knowledge beyond the basics, and it seems like advancing in this field requires a lot of coding experience. I'm wondering if certifications are worth pursuing and if anyone has suggestions on how to move forward?
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Answers

AmbitiousCoder76
Getting involved in side projects can make a big difference. In my case, I was in a helpdesk role and pushed to do more, which helped me get promoted to sysadmin with no prior experience. Whenever I had a task, like setting up a printer, I asked to manage the printer server myself. Don't hesitate to take initiative and suggest your own ideas!
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CareerClimber98
While it's tempting to move around for growth, staying with a company that genuinely cares about your development can be beneficial. I've been here over 10 years and made my way from tier 1 to director by making consistent, small advancements. If your boss is supportive, it might be worth sticking around.
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HomeLabHero
Connecting with the sysadmin in your company is a great move. Build a home lab, learn independently, and start taking credit for your fixes. This approach requires effort but can significantly enhance your growth and career prospects.
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FutureSysAdmin
One major change to consider is shifting your mindset from just fixing issues to preventing them. Start learning core fundamentals, especially within networking since you've been in helpdesk for 6 years. This knowledge can really help set you apart as you look to advance.
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LearnItAll23
Try not to escalate every ticket you encounter. Instead, be proactive and take on challenges you don’t already know how to fix. That's how you gain experience and improve your skills!
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