It’s not unusual for me to work at this time, especially troubleshooting with off-island vendors (I live on Guam), waiting for follow-ups from them, etc. Anyway, what I really want to talk about is something I think IT people will be familiar with.
Because we’re tech people, as laymen refer to us as, we’re expected to somehow know everything about everything. No, I don’t know what you were trying to do when you came across that error. No, I don’t know what menu you were browsing through when you mis-clicked an option. No, I cannot change your Gmail password (but you can!).
Of course, as a tech person troubleshooting a problem, you should know the basics of how the person is executing the function, what parameters they’re using, and so on. But ugh, I think people forget that us IT people are really there to help you along your problems. It’s really vague, and I’m just ranting, but you get the gist of it.
Ultimately, it goes back to this:
Help me, help you.
Tech people: do you feel you need to know how to do every aspect of most of your colleagues job to troubleshoot?
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