So you think your IT person has an attitude? It could be because of you!

Author: admin  |  Category: Observations, Rant  |  Comments (2)  |  Add Comment

Ever wonder why our IT guy might have an attitude?  Most people think that it’s because we know computers well enough to have an elitist attitude with it, that “we’re better than you”.  Well, for the most part this is not true.  I’ll admit – there are some bad eggs out there (and I’ve worked with some) but most of the time it is because of the users we support, sadly.  It’s not just one person (but there usually is one or two people who do deserve it).  It’s the whole collective we call “users” and some times, even to go as far as calling some (L)users (or L-users, a.k.a. I.D. 10-T).

First of all, the redundancy.  No, I don’t expect my average user to know how to reinstall Windows, configure their wireless network, put their computer on the domain, or manage DNS but when something is as simple as going to an intranet (internal network) site, entering some information (supplied to you) and clicking INSTALL, it gets tedious after having to either walk though or do for several dozen clients.  At my work, we had a new print queue installed though a new server so none of the mapping though the old server would work.  Sounds like a big problem, right?  No.

We sent out instructions, go to this site (type SITE into your browser), enter in the building ID (supplied) and then select the floor you’re on (you push the button on the elevator several times a day).  Find the printer(s) you use, they’re named after the room number that they’re in but attached was a PDF of the floors with the names in each location.  Then, click INSTALL next to that printer and when the window appears, click RUN.

Simple, right?  Nope.  I had to do over 40 of these the first week.  I guess those instructions were to complicated for most people.  

Next – many issues are caused by the users.  I’m not talking routine maintenance (update drivers, defrags, cache scrubbing etc..).  I get tired of having to sit and figure out how to remove a spyware you installed which is preventing your computer from working.  Sure, go ahead, install the Google toolbar, the Yahoo toolbar, AOLIM, Yahoo messenger, Opera, Firefox, and tons of unapproved software then complain to me because “your piece of shit computer is too slow”.  Well, don’t install anything that you shouldn’t install.

On that subject – if I tell you a new piece of software is coming out, that is NOT permission to go ahead and install it.  So what if Google has their own browser now, it makers changes to your internet settings and will prevent some of our web applications from working (and then read back one paragraph).  If it’s on our intranet’s software installation page, then you’re allowed to have it.

Appointments.  I don’t know why IT is the exception.  If you have an appointment with your boss at 9AM, you’re there at 9AM.  If you have an appointment with one of your subordinates at 9AM, they better be there at 9AM.  Your time is important but why do people think mine isn’t?  A 9AM appointment is for 9AM not when you feel like meandering into my office sometime between noon and 3PM.  Also – don’t get pissy at me because I’m working on someone else’s computer and you now have to wait – my time is important, too.

I get lunches, too.  Don’t be 2.5 hours late to your 9AM appointment expecting everything to be done while you’re on your lunch.  I get one too.  If I’m heading out the door with my hat on, jacket on, and keys in my hand, it’s because I am going out.  This is NOT the time to decide to approach me with a dozen questions (this also includes when my hand is on the bathroom door and I am trying to open it).

Also, don’t tell me “I’ll be there in 5 minutes” and take over 2 hours to get to me.  Again, my time is important.  I don’t like sitting on my ass waiting for you while I need to be elsewhere with someone else.

Vacations – don’t submit a ticket 10 minutes before you leave for vacation and expect me to pull the perfect fix out of my ass before you go.  You’re going on vacation – that means you can leave it since you won’t need it (it’s supposed to be for work, that’s why work paid for it).

And while we’re on the subject of vacations – I get them too.  Don’t get mad because I don’t answer your 10 emails (including the out of office reply stating that I’m on vacation), 15 voicemails (where my message says I’m on vacation) and countless text messages.  Also – complaining to my boss won’t help you.  He knows I’m on vacation.  The world will not fall apart while I am gone.

“Freebies”.  We’re an IT department – we fix things.  We’re not a kiss-you-ass / free-upgrades department.  If you want an upgrade – contact your boss and have your boss go though the proper channels.  Don’t have them tell me to give you a freebie, I don’t answer to them (and yes, I’ve said no to vice presidents before – quite harshly).  Our equipment is though warranties.  When your car breaks, you don’t expect them to give you the latest and greatest at no cost, do you?  Then why do you expect it from me?  The same goes for software.  No, I won’t install Dreamweaver.  You’re a sales rep, not a web developer; learn how to use Office first.

We are not trainers nor are we grand masters of all knowledge.  Sure, I may give someone a quick hand on how to do something simple, but don’t expect it all the time, don’t expect redundant trainings (no, I won’t show you how to turn on the out of office reply for the 20th time) and don’t expect me to teach you how to make a word document pull specific pieces of information from Excel and integrate it into a PowerPoint presentation.  There are two things:  one is called the Internet, learn how to use it, and the other are called books – learn how to read (it gets tricky when you want to buy books from the internet, though).

It can take time to get parts in.  No, I don’t (my department doesn’t have the budget) to stock every piece of every piece of equipment we’ve had in our office.  Sometimes I have to order parts and sometimes it takes a while (3-5+ days) for them to come in.  My ass isn’t a magical bag of holding where I can pull anything I need out of it.

Don’t expect me to fix things I don’t support.  Don’t bring in your home computer and drop it off at my office expecting me to fix it – legally I can’t.  Don’t expect me to fix something I don’t support a few examples include (but are not limited to): plumbing, elevators, doors, electrical wiring, cars, chairs, and windows.

The old “woe is me” story.  No, I don’t have time to spend to listen to your life’s problems – how all computers hate you, and how nothing works right for you.  Get to the point.  Again, my time is also important.  Also – don’t speak cryptically and don’t leave out important details.  Don’t expect me to be able to know what is exactly wrong if you only tell me “I got an error message”.

Second guessers – I don’t care if you’re neighbor’s kid’s school friend’s nephew plugged in his parent’s computer.  That does not me he knows more about it than I do nor does he know our systems.  But – if you really want to, go ahead (and good luck without admin rights).  I’ll see you tomorrow grinning with a Windows disc in my hand to reformat your drive. Also, for the most part, you are not more knowledgeable with computers than I am, if you truly were, then you wouldn’t have the problem in the first place.

So as you can see, your average IT person deals with a lot on a daily basis.  Next time you think they are giving you an attitude, think for a minute of this post.

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2 Responses to “So you think your IT person has an attitude? It could be because of you!”

  1. PepperElf Says:

    OMG. … Yes…
    the scary part is how true this is for all companies…


  2. cutenoob Says:

    Amen, brother. You tell ‘em.

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