I come in for the interview. Both of my interviewers are some of the ugliest women I've ever seen. I'm told I'm supposed to interview with the IT director as well to get more info about the role. Turns out the CEO roped the IT director into going to a customer meeting that he had nothing to do with(red flag) 4 hours away, and I will not be meeting him today.
I find out almost every department is headed by family members of the CEO. "Training" begins. My trainer doesn't show up until 1PM, so I sit and observe help desk. Of the 10 people on help desk, only two of us are not black. I discover that one guy has been there for 6 months and still doesn't know how to consistently do password resets correctly.
The training here sucks and I'm basically told to just ask the other employees for help whenever I run into issues related to company products.
By day 4 I'm taking calls on my own because the training is completely worthless and I've got more knowledge and experience than most of help desk from being a nerd.
Customers don't actually open any tickets themselves through the ticketing system, they call, or email us. Frequently emails would just get deleted or sorted without getting turned into tickets by help desk, and no work would get done.
Primary customers are regular government employees, next biggest group are educators. I actually know some of the government employees from the work I used to do for the city government. I recognize the one, and I know the reason she won't check cables to troubleshoot is because she's such a fat black woman she can't get under the desk and move around effectively. She always screams and immediately demands a field tech or she will contact the CEO. Many customers threaten to contact the CEO because he knows them or their bosses personally, and this is something he actually encourages. The rest of help desk just obliges customers and sends the field tech for almost everything, even password resets, because at this point they know something I don't yet: nobody at the company does anything about help desk metrics (and also the end users can barely use email).
After three months, I hate 3/4ths of the department because they're glorified call center employees, and start agitating the relevant decision makers for more IT duties. I'm told they'll look into it. Somewhere around here I also realized there were a ton of active user accounts that haven't been used in years, and nobody wanted to so much as lock them. Passwords were stored in plaintext and all loaded into the web browser when accessing admin consoles, all you had to do was inspect element and there it all was.
Two of the field techs are literally retarded, only go to appointments after 11AM, and anything they get sent to, they fuck up and we need to send one of the other 2 field techs in the area. CEO has a boner for black men with no criminal record, so they do not get terminated for performance or for attendance. Instead, the customers complain and help desk would get yelled at lol.
The two retarded fieldies, when sent to appointments, would just start remote support sessions to have help desk do the work they needed to do in person, before leaving, because the field techs didn't know how to do the work and wouldn't admit it. We had lots of documentation for these issues, and they won't or can't read it.
When working with the educators, I would regularly ask them to power their computer on, and they would ask me how. How do I power it on? How do I make sure it's plugged into power? "Oh yeah, it's plugged into the wall, it won't turn on." I can tell the educator is retarded. I give up, send a field tech. Field tech's notes indicate it wasn't plugged into the wall.
One time I spoke to a principal and tried running through basic trouble shooting with him, and the man was clearly high on something, or severely brain damaged from the lead paint. All he could tell me was "the green thing is ripped." Could not tell me what the green thing was, what it was related to, or what he was trying to do.
One of the help desk employees got scammed over email into buying gift cards for the director of a non finance department during regular work hours. They did not think to even ask anybody else, they just went and did it.
Every day I would ask customers if they have restarted their computer. They would say yes, I would remote in, check up time and event viewer logs, see it's been days, weeks, even months, reboot it myself because they lied, and the problem would go away.
Lots of customers using 10+ year old computers on Windows 7, some even on XP, that could barely open a browser, least of all get any support. Of course, the company didn't ever have any kind of agreement pertaining to upgrading something like this, we were just expected to support it.
9 months in, and everybody on help desk except for 1 other guy has quit or has been fired, including two of the replacements. I am on my third manager. CEO tells me I will be promoted further into the IT department, but he doesn't know the details of my role, his son will take care of the details. They do not hire more help desk employees, I do not get a pay raise or a promotion, so I start bugging the IT director for work I can do. IT director hasn't heard anything about me getting a promotion. Instead, the CEO tries to saddle me with working the unfilled roles for two other departments, for way more idiot work, and the same pay. I refuse and have to fight myself from asking him if he's retarded.
I go out for a drink with some of the employees because I have a date nearby that bar later anyway and find out from one of the CEO's kids that in 2020, nobody was getting paid. The only people leftover from during that period are family members. As best as I can tell, the CEO's family has 6 luxury cars sitting out in the lot that I never see anybody drive except for the family(plus their own individual cars), and all the in-house hardware is in severe need of upgrades.
I eventually get worn down and start doing some other department's duties out of sheer boredom, because I'd been running out of jobs to apply to on my phone at work, had very little left I could automate for myself, and call volume was down because customers weren't using our products. I was given printed pictures of excel spreadsheets, header and all, and told to fill them out for documentation purposes. The employee giving me the print outs would absolutely not send me the actual spreadsheets, and would not accept the digital spreadsheets I would email them or print out, it HAD TO BE filled by hand.
Somewhere around 10 months I found out while scanning the network and going through old docs that there was a Windows 2003 server. Asked about it, only the IT director knew about it. I was told we keep it because the last time they tried to decomm it, it took the site offline. Somehow all the traffic is routed through it and nobody with the permissions to figure it out knew why or how.
Customers kept calling the help desk line asking me to help them with problems only other departments would be able to help them with. I told them to dial the respective options on the main line. They told me nobody picks up or those lines transfer to help desk. I checked myself, confirmed, and report the complaint to my boss, his boss, and also the IT director. Nothing is done. Couple weeks later I realize the reason nothing gets done is somebody is holding it up because they're literally sleeping under their desk most days, and not coming into work on other days. Nepotism.
One time a developer dropped a table in the production database for a server and caused a digital holocaust, generating 1500+ calls (including bounced) for help desk every day for almost a month.
I eventually get a "promotion" after I've got my hands into a lot of critical things because of other people quitting, and I call out all week, but I'm not told that my new boss in that role is quitting (he put in 6 weeks notice while I was out). Nobody is told he's quitting until the week before his last day, so nothing has been handed off, nobody is being trained on the stuff only he can do until now. Two of the CEOs family members have taken exception to me and are acting nasty and making things up because I keep complaining about the fuckups of someone who got fired(I think they wanted to fuck him) that I'm now dealing with, as well as a complaint I made to the CEO in private about his kids slacking off and costing us sales and billable tickets.
Anyway I eventually put in two weeks after I get my yearly "bonus." Worst mistake I made the entire time I worked there. Suddenly the entire family was giving me the cold shoulder or an attitude and I couldn't get any work done at all lol.
My experience working at this place made me a more racist, more sexist person, and made me wish for the death of trannies more regularly. It also made me realize just how retarded most educators are. The only thing I gained from this job was money, and only a little. Never work with or for brown people, if you can help it.
