Abby Sininger on How to Become a Help Desk Technician

Brenda Gratas September 29, 2023
- 7 min read

Have you ever wondered how to become a Help Desk Technician? Success in this dynamic field hinges on three crucial ingredients: adaptability, dedication, and the ability to build meaningful connections. 

In the 68th episode of Ticket Volume, our host and InvGate Product Specialist, Matt Beran, engages in a captivating conversation with Abby Sininger, a rising star in the world of IT. Together, they delve into Abby's path, which led her from her early experiences in customer service to her current role as a Support Analyst Intern at Great River Energy (GRE) in Minnesota. Abby's story not only provides a captivating narrative but also imparts valuable insights into the skills and mindset necessary for success in the IT help desk field. 

Scroll down for a recap of the episode, and remember that you can join our monthly live recordings to engage in dynamic discussions!



How to become a help desk technician

Abby Sininger's career journey began at a young age with roles in the food service industry. Little did she know that her early experiences would lay the foundation for her future career in IT.

What stands out in Abby's story is her ability to develop strong people skills during her customer service roles. She emphasized the importance of staying positive, even in challenging situations, to maintain good customer relations. This commitment to excellent customer experience is a cornerstone of a successful Help Desk Technician's role.

Life as a Support Analyst Intern

Abby's current role as a Support Analyst Intern at Great River Energy (GRE) involves handling technical issues related to various equipment and applications. Her job is dynamic and unpredictable, as she never knows what to expect when she answers a call. However, she thrives on this unpredictability and considers adaptability a key factor in her success.



"I'm surprised every day when I go into work because I never know what to expect. Today, I went in, and I was like, I have these things I need to accomplish. Phone calls took me all different directions. You have to be adaptable in that role."

Abby Sininger
Episode 68 of Ticket Volume


When Matt asked about her training, Abby revealed that her manager at GRE opted for an immersive approach. Despite her initial nervousness, she was immediately thrown into phone support from day one. Abby praised her supportive team, highlighting their willingness to help each other when facing challenging technical issues. This "learn-as-you-go" approach allowed Abby to gain confidence in her role and eventually take on calls independently.

A journey into computer science

Abby's journey into computer science began in a small town in Minnesota. Her involvement with the Women in STEM group introduced her to various STEM fields, inspiring her to explore computer science. Initially aspiring to become an engineer, Abby discovered her passion for computer science and problem-solving. She decided to pursue a computer science degree at St. Cloud State University, which has provided her with a balanced curriculum covering both software and hardware aspects. Additionally, she is pursuing a minor in interpersonal communication to develop her communication ability—a crucial skill for IT professionals.

Looking forward to the future

As Abby moves forward in her IT journey, she envisions herself continuing to work at GRE, potentially in software development or endpoint engineering. Ultimately, she aspires to become a manager and lead a team. Her passion lies in helping people grow in their careers, and she hopes to create a supportive and collaborative environment for her future team members. 

Key advice for aspiring IT professionals

Abby's journey into the IT field offers invaluable advice for individuals aspiring to build a successful career in technology. Her personal experience and insights can be distilled into two fundamental pieces of advice:

1. Take the leap: Embrace the unknown

Abby encourages aspiring IT professionals to be unafraid of venturing into the unknown, even when lacking prior experience. While the journey may be challenging, a strong work ethic, a desire to learn, and adaptability can pave the way to success. Abby's story highlights that a willingness to work hard and continually learn is often more crucial than an initial knowledge set.



"It's going to be difficult, you're going to struggle at some points, but as long as you're willing to work hard and continually learn and adapt, you'll be perfectly fine."

Abby Sininger
Episode 68 of Ticket Volume


2. Build a support system: Forge genuine connections

Abby emphasizes the significance of building a robust support system, both personally and professionally. Networking plays a pivotal role in the IT industry, but it goes beyond mere connections on LinkedIn. She advises individuals to make genuine connections, attend industry events, and actively engage with peers. A personal network that offers emotional support can be just as vital as a professional network. 



"Build your personal and professional network. This professional network is how I got my job. Make sure you know people and have genuine connections with them."

Abby Sininger
Episode 68 of Ticket Volume


Final thoughts

While this is a brief glimpse into Abby Sininger's insightful discussion on Ticket Volume, the full conversation with Matt Beran reveals a treasure trove of additional insights. Be sure to listen to the entire episode for a deeper understanding of how to become a help desk technician!

You can access the complete episode on Apple Podcasts, Spotify, YouTube, or your favorite podcast platform

And if you'd like to engage in our monthly live sessions actively, don't forget to hit the subscribe button!

Read other articles like this : Ticket Volume podcast, Service desk agent

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