This concludes my internship at WCC for desktop technical support. I have learned a lot during my time interning at WCC, both how to fix issues and how a successful IT department is run. While i have a good amount of knowledge on how to work on computers and find issues, it really is the experience that makes a difference. With desktop support i was expecting much more complicated and complex issues to arise, but most of them are quite simple issues. Having the experience of being around these everyday issues has let me focus more on basic problems that are actually much more likely to occur on a daily basis. Simple things like cords being unplugged, or a button being accidentally pressed are going to be more likely than issues of complexity. While i do enjoy troubleshooting some of the tougher problems, it is much more efficient and effective to first look at a simpler approach. I was able to get a peek into how Active Directory is setup and maintained, like how policies are set and updated.
I believe what helps WCC maintain a successful IT team is the experience, and also compartmentalizing the team into specific roles. The desktop support focuses on the everyday issues that can usually be solved in one shot. When they encounter something that is not familiar, or requires elevated privileges, they escalate the issue to the proper department quickly. Working together to find a fix for whatever issues may arise.