Internetworkers: http://www.ibiblio.org/internetworkers/

[tgeek AT geekspaces.net]

I've been looking at job openings for Technical Support and Help Desk  
reps online. Most of them seem to want the standard experience with  
PC's, Windows, MS Office, etc; but a lot of them want some programming  
background, some SQL/DB background, maybe some Unix/Linux etc.

For those who on this list who work in and/or hire for Technical  
Support and or Help Desk employees, what is really required? Of  
course, each employer is different with different needs, but what  
skills are most important in a Tier 1 Technical Support employee? Is  
it simply the ability to walk up to a machine, diagnose it, and fix  
it; or do you really expect your employees to be able to double as  
programmers and DB admins?

The reason that I ask is that the company I work for is going through  
a lot of change, and it makes sense to me to keep my eyes open to  
other possibilities. However, the way a lot of companies word job  
requirements, they seem to want someone with a MA in computer science  
and a half a dozen certifications to work in a Tier 1 environment.

Thanks for your time.

Jason