Do as much tickets as I can. Make a good relation ship with users/management. Use my skills to resolve issue. Help co-workers/get help from co-workers. To me, there is no such a thing as hardest part of a job. It is all about the tech how he handles the issue. Either he could make it hard on him/herself or easy. That all depends on learning experience, Taking notes when a tech learns something new, so next time he will handle it a in prespective way. Have self-confidence. Always try to look sharp. Be a hard worker. Be eager to learn. Don't give up so easily on any issue and don't tell the user that your system needs to be reimaged. I know users don't like that. There is always a solution to everything, unless the hard drive has gone bad and there is no other choice. Data needs to be backed up if possible and reload OS on the replacement drive. Be polite and be friends with users. There is nothing wrong with apologizing and continue on if the tech before you couldn't handle the job. Don't ever talk bad behind co-workers in front of users. That's how I work at Lockheed Martin and I got a HIGH 5 award Award last week from top management on behalf of a user that I always work wirh and support their whole team. I have got many kudos from many users. Again, I wished I was a permanant employee at LM.