The help desk is hot again

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If you thought the traditional help desk would be outsourced, automated, or altogether shut down, think again

If you're looking for an exciting IT job with the city of Staunton, Va. -- the hottest action is at the help desk.

"That's actually where most of the work is right now," says CTO Kurt Plowman. "Police, fire, sanitation, water, recreation -- they've all got some sort of technology involved in almost every job," and most of that technology is mobile, which requires even more assistance. Workers who put in water lines, for instance, use GPS devices to locate manholes. "That stuff we didn't have 10 years ago."

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The shift has prompted the city to add another help desk employee to its five-person IT staff to help field questions from about 400 municipal workers. "With the consumerization of IT, most of the action right now is at the user level, rather than back in the server room or networks," Plowman adds. "Our help desk is now our biggest interface with our user community."

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