11 Things IT Professionals Don’t Want You to Know
Here’s what your computer technician is actually thinking when you march into their office to get their help.
We use the word “corruption” when we don’t have a real answer
Occasionally, when trying to fix a problem, something goes wrong and some part of the system breaks or stops working, or more damage happens. I was helping a customer a couple of weeks ago move email over from one system to another and accidentally lost all of his calendar items. Of course, I didn’t tell him it was my fault. What happened? Corruption.
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What we mean by “only one option”
Sometimes it means that there’s only one fix for this problem. But more likely, we mean that the proposed option offers a higher margin of profit for us, our friend sells it, it’s newer and we want to get experience working with it, we are very familiar with this option already and don’t want to or have time to learn opposing solutions, it’s easier in general, or we’re worried that the right solution will be too costly or risky and potentially scare you off.
Google can be your friend, sometimes
Google will not solve everything. Google is an amazingly helpful tool where you can find most answers to your tech questions by searching yourself… but I know which solutions are true and which are not. I can do a Google search for something and weed out all the illegitimate answers and know which ones make sense, which ones work, and which ones will cause more problems. The average user can’t do that.
Although Google is sometimes best for everyone. It’s often easier to accomplish certain things using home-based technology than the big corporate office technology. For example, Gmail vs. Microsoft Exchange. Gmail is simple and easy to use whereas Exchange is super complicated.
It turns out Google knows more about you than you originally thought.
No, Macs aren’t really more secure than PCs
“Both operating systems are susceptible to malware and vulnerabilities,” says Brian Mulligan, Vice President of Sales at IT firm Kelser Corporation. “Users of all brands of devices must make sure they patch and update regularly and on time, maintain solid anti-virus software, and don’t download software from third-party sites.”
You can’t hide anything from us
Think trashing cookies and clearing your web history are keeping you invisible? Think again. Everything still goes through my firewall, which sees all traffic when you connect to the Internet. It goes from your computer to a device that directs the traffic out. That’s why we can use things like content filters that block sites like Facebook, YouTube, and pornography. But hey, we aren’t here to police your every move. If you need a site that’s blocked by a filter to do your job, ask for your boss’s permission and come to us. We can give your computer specific permissions if need be.
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It drives me crazy when…
You don’t listen. If I tell you not to go to a site or to avoid doing something and you do it anyway, and then your computer gets a virus, I will not want to help you as much because I know why you’re having a problem. It’s because you did not follow our instructions.
Or when you just ignore the work I’ve done to explain something. People will ask me how to do simple tasks that I have spent time documenting for them. Read the document. I’m taking screenshots and writing instructions to make things easier for you.
But also when people are afraid to ask. We get it. Sometimes our tech lingo, or what we consider basic Internet sense, may not be enough. If you don’t understand what we’re telling you, or something comes up that isn’t covered by our basic instructions and guidelines, just ask!
I can’t make a four-year-old computer fast
“Old computers become a drain on productivity and effectiveness for the end user,” Mulligan says. “Over time, leaving that device in production causes stress, strain, and frustration for the user, which is why it’s important to refresh or replace devices every three to four years. There are only so many things that can be done to improve an older device.”
Urgency is based on priority
Just because you say your problem is urgent doesn’t really mean it’s urgent to me. Your email not working is not as important as another customer’s server being down.
I prefer email over phone calls. I would love to talk to you on the phone, but it’s not efficient. Email me a list of your problems and questions and it’s a lot easier for me to respond to them all. “Many IT professionals have multiple monitors,” Mulligan adds. “Email descriptions of issues can present an opportunity to be efficient by viewing the problems on one screen while working on a resolution on another.”
Sometimes we’re asked to get dirt on employees a company wants to fire
I was once asked to sniff out all of an employee’s traffic and show what sites she went to and how much time she spent surfing. Most companies won’t ask us to do this as, if they want to fire someone, they already have a reason. Of course, if that reason is that every time your boss walks into your office you’re online shopping and your work isn’t being finished, yeah, they might involve us to get proof.
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Sometimes we make five-minute jobs last an hour. “Time estimates are just that: estimates,” Mulligan confirms. “Sometimes, something that seems like it will be a five-minute job takes an hour or vice versa.”
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