They changed my job

I would like to assume that there was some environmental factor that precipitated the new CIO's mandate (vs. change for the sake of change.

The bottom line in IT is that it is a customer support function with the customers being the company's computer users (usually).

No matter what your level or job description, at the end of the day everything you do supports the customer.

Could it be that the CIO found the help desk people overworked/overtasked while the other IT people were underworked/undertasked?

You said part of the reason you were hired was "to offer support where needed." Unless you are answering user calls while the "few" helpdesk people are playing games, that is obviously where the support is needed.

Are you still being paid the same?

Are server projects languishing, firewalls failing, Citrix losing connectivity while you answer user calls?

Unfortunately, unless you happen to be part of a LARGE IT organization, you have to be a jack of all trades and do what needs to be done whether it strictly fits your job title/job description or not. Most small IT organizations cannot afford to keep employees around that "specialize."

You sort of answered your own question. With the economy the way itis (which obviously affects the job market), you need to "deal with it" and adjust your attitude, before the CIO detects that you are developing one.

Sorry for sounding harsh, but based strictly on the information you have given, I detect an ego problem and an attitude that "answering user calls" is beneath you because your job title is "SENIOR Network Support Analyst."

First point:
You have a job in a market where many don't.

Second point:
You are easily replaceable, keep this attitude up and you may just find yourself replaced.

Third point:
Some people in IT shops get all sorts of jobs dumped on them that have nothing to do with IT. If the worst you have to do is answer support calls, you are very lucky indeed.

I am a database administrator, and I get to act as general deliveryperson for office supplies and other even worse tasks that have nothing to do with my job. I do it because I need a paycheck. Am I looking for something else? Of course I am! But in the meantime, I am doing what is asked of me so I can continue to get paid.

Infact, I'm a Project Manager for an MNC and many a time I acted as an Allocations Manager, Test Manager, Network Operation Center Manager, Change Request Team Manager etc. My profile would have been changed by the mgmt several times for several reasons.

However, keep in mind why you are asked to do so. If it is because you are not performing well, then you might want to think of your capability to perform the role for which you are hired. You might as well go and find another job or live with it till you can. If it is simply a business need and the 'flat' culture in the organisation, nothing to feel bad about doing it. Change your attitude and do it and also promote the same culture.

OMG..is this person for real? Well said Brianoc I totally agree with you!

Now to the original thread poster:

Hey I don't work for a large company (100 employees here) but my title is Systems Engineer, I am a management level employee. I am theONLY systems engineer/skilled network engineer in the employ of my company.

Would I prefer to not change out a mouse, help a user understand a function of Windows 98, show them how to use a simple function of Excel, etc. etc. Of course I'd "prefer" not to. Hey, I could just as easily have an ego trip - I've spent years in this field, I got my college degrees, my certs, etc.....big deal? I tend to think all IT professionals have the same under their belts -- that's why were are called IT *PROFESSIONALS*.

Its part of the deal...I'll check my department sometimes to see how busy everyone else is - if someone isn't too tied up I'll delegate a support job to them instead of me.

But its very common to come in this place and see me directly supporting a user, crawling in the plenum space dropping CAT 5 cables, on the floor under a desk rewiring a modular jack , etc.

Bottomline: Your attitude sucks to be blunt. I wouldn't hire you if you were the last "SENIOR" Network Analyst lefton the planet.

Good day.

You totally sound like the type of boss that I need to have:)

Very well put!

Mrafrohead

The only two things you can really do are to buck up and deal with it. And keep on looking for a new job elsewhere.

I will say this. I do think that you are a little out of line due to the fact that "everyone's priority is to answer user calls." You are not being singled out according to what you wrote.

On the flip side though. I DO understand your frustration. Personally, I am the pisson that has to answer the blasted phone and put up with the crap that the low guy on the totem pole gets as I am a PC Analyst. Funny part is, the other people come to me a lot and ask me how to do this and how to do that. I probably know more about pc's and the like than most of the Senior Network Admins do. I though am self taught. I have no official credentials. And it sucks knowing what I know and having to do what I do. But as the other posters have said. It gets you a pay check. So you just have to deal with it until you can fix the problem.

For a short term fixer to your situation. I recommend this: Go take a big phat bong hit and just relax. Think things through. Reflect on where you are now, what you want and what you need to do to get there. Then do it.

And one last piece of advice. Please don't let the peoplethat are "below" you see your frustration. Because it makes us pissons feel worthless when the "Admins" try to flex their noodle. Remember, we're the ones that have to clean up all your guys's messes.

Mrafrohead

if every IT support person quit one day except for the CIO, then the CIO should take calls out of the queue, run cable, replace mice, etc because IT support is just that--SUPPORT. It is about helping the people who put the meat and potatoes on the table do their job in a timely fashion.

Sure, if you have been in a while, you may want to be a "specialist". But in this current economic climate, you will probably have to live out of a suitcase if you want to live the "specialist" lifestyle. When things pick up and ad hoc projects and migrations reemerge, then in-house specialists will be wooed once again.

As for me, I am moving into programming because I, too, would much rather work on one or two projects than spend my day putting out brushfires. But, for now, I'll happily do what I negotiated to do.

David

There may be opportunity here by looking at the situation from another perspective. The CIO made user support the primary function for everyone because of the volume of calls. The call volume indicates an underlying problem. He is treating a symptom rather than solving the problem.

Make solving the problem your personal objective. Determine what the issues are and tackle these. Are the calls due to lack of user training? Start developing the needed training course. Are the calls due to frequent workstation problems? Perhaps a routine maintenance procedure such as defrag or registry clean up is needed. Dig into it. Connectivity issues the primary issue on user calls? Begin a network analysis that looks at all aspects until thecause or causes are found. What shape are the servers in? Is there a maintenance routine that will resolve issues here?

Tackle this as the Sr. Analyst you are. Consider time doing phone support to users as research. When you need resources, make sure your approach to the CIO allows him the perception that this is his initiative and he gets the credit for the success. Your coworkers and the user community will know who was really the driving force.

Redefining the goal at a personal level will help restore your sense of control. Establishing the performance optimization project will put you closer to the job you initially were hired for. Completing the project will reduce the user calls and eliminate your point of stress.

If none of this works for you, get out of the situation. Life is too short to be doing something you hate.

IT in general is not a revenue generating department for most companies. It is a neccesary SUPPORT dept much like accounting/hr. Therefore it is your duty to facilitate the breadwinners positions in your company. You should make it your mantra to help every user on your network more effectively do thier job weither this means swapping a mouse or creating a database to track sales leads.
If you do not feel challenged in your position it is your right to look for other work, however while you recieve a paycheck from your current employer it is your duty to help any way you can.

He is not saying that he "won't" answer the phones or support users.

That was not the impression I got.

The impression I got was that the CIO mandated that user support comes first. And that Everyone needs to pick up the phone.

Now someonecorrect me if I am off base here, but this is why we have tiered support.

Tier1 (helpdesk) picks up the phone and takes the service call. Tier2, support, goes and services the pc. Tier 3 and higher supports tier2 when they can't fix it.

Essentially, I better not get a phone call to install someone's printer. That is not what I do. It's not an attitude thing, it is a clear job function.

Now if for some reason, that system has some really bad problems with it. And the tier2 guy can't fix it. Then by all means he should get me involved. I will guide him so he can fix it.

But Sr IT should not be taking the support calls right off the bat and making it their #1 priority.

This has nothing to do with ego and more with job functions.

My #1 priority has to do with Network Operations and Production Server Maintenance and Security. If something goes wrong there, all user support is off. That's just reality. If the servers go down, the users will no longer have jobs because the company would go out of business.

So the door swings both ways.

I'm not saying though that he should not help out. But making user support his #1 goal in life is a different story.

If I was him, I would get the other senior members together, get their feelings on it. And approach the CIO with their concerns and figure out how they fit into the new support scheme.

It sounds like you are working for a relatively small organization AND you are a backup for another person. Give that situation, if the CIO says do user support, you do user support when needed. After all, the CIO is your superior and the users are your reason for being.

At least, given your position, you should have the option of doing network stuff when user support requirements can be handled by those hired for the job.

When you get down to it, it is all about being a team player. If you can't swallow your pride and do a job that you have had experience at, i.e. user level support, then you might as well keep searching for work elsewhere...