I work at a relatively small company on the IT Help desk. Our entire IT staff (until recently) was composed of five people: 1 help desk person (me), 2 programmers, the director of the department/systems administrator, and a VP.
For quite some time, the arrangement has been thus: I man the help desk solo, taking all tier I and II calls and forward networking/tier III calls to the director of IT/Systems Administrator.
Well, the sys admin/IT director (we’ll call him “Steve”) got a new position in another department. My position hasn’t changed, but I now report directly to the VP. Instead of promoting me and hiring a new help desk person, or hiring someone with an identical skill set to Steve, they took a different approach. They hired someone with virtually no IT experience to be our new sys admin. :smack: He either padded his resume or they over-evaluated his skill set.
The gist: the new guy (we’ll call him “Earl”) has almost no practical experience with Windows operating systems. He can’t ping test; he can’t restart the print spooler service; he doesn’t know how to add someone to the administrator’s group on their workstation; he doesn’t know diddly squat about AD/group policy/DNS/other fun SYS ADMIN stuff. in short, he doesn’t even have the knowledge base to work entry-level help desk. How the hell is he supposed to be the new systems administrator? Our network is almost entirely composed of PCs and Windows Servers, with a handful of Macs. He is used to working with Macs…but we have so few of them that I was able to take care of them on my own without any problem. The point of the matter is, he NEEDS to know how to not only use the Windows GUI, but how to use the command prompt, Active Directory, and whole host of things he is COMPLETELY clueless about. Until he learns these things, troubleshooting is completely beyond his capabilities.
On top of all of this, Steve can’t make a full transition to his new job because Earl is completely incapable of fulfilling the duties of his position. Steve and I have been picking up ALL the slack because our company is small and any hiccups are a bad reflection upon US, as many people in the company don’t even know Earl exists.
While picking up the slack, I have been learning many administrative things that I may not have had access to otherwise. This is really cool because I am learning a lot very quickly…but I’m not making any more money for the extra hours/extra effort. The educational part of things would also be MUCH cooler if I could focus on all of the sys admin projects without also having to address all of the help desk calls.
I am super frustrated. Earl got hired in at almost $15,000 more per year than what I currently make and he has NO practical experience. He’s only marginally more computer literate than the users who call the help desk, and that is being generous.
This is completely ridiculous. I am pulling double duty as help desk AND entry-level sys admin, while he’s getting paid for it! I’m supposed to be able to forward tier III stuff to him. Yeah, that will probably never happen in this guy’s career, as he’s already 51 and as far as I can tell, despite his prior “experience”, this is his first real PC support gig.
What do I do? Do I tell the VP that this guy has been here a month and is still completely incompetent? That it will be at least a year before he’s on the same level with me and probably several more before he’s able to do the work of a fully-qualified sys admin? What would you do?
I am trying bring him up to speed by forcing him to answer all the help desk calls, forwarding tricky ones on to me so I can gage what he considers too hard to handle himself. Right now I am plowing through this work, acing projects, and playing ra-ra cheerleader for this new guy, praying that I’m wrong and that he’s got some tricks up his sleeve he has yet to divulge. Unfortunately, all I see is a guy who swapped his PC keyboard for a Mac one and can’t answer anything beyond printer installation calls and computer resets.
Any advice would be greatly appreciated.