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Ask Slashdot: Do Older IT Workers Doing End-User Support Find It Gets Harder With Age?
Longtime Slashdot reader King_TJ writes: I've worked in I.T. for almost 30 years now in various capacities, from bench PC technician to web page designer, support specialist, network manager, and was self-employed for a while doing on-site service and consulting too. In all that time, I've always felt like I had a good handle on troubleshooting and problem-solving while providing good, friendly customer service at the same time. But recently, I've started feeling like there's just a little too much knowledge to keep straight in my brain. If I'm able to work on a project on my own terms, without interruptions or distractions? Sure, I can get almost anything figured out. But it's the stress of users needing immediate assistance with random problems, thrown out willy-nilly in the constant barrage of trouble tickets, that I'm starting to struggle with.
For example, just this morning, a user had a question about whether or not she should open an email about quarantined junk mail to actually look through it. I briefly noted a screenshot she attached that showed a typical MS Office quarantined email message and replied that she could absolutely view them at her discretion. (I also noted that I tend to ignore and delete those myself, unless I'm actually expecting a specific piece of email that I didn't receive -- in case it was actually in the junk mail filter.) Well, that was the wrong answer, because that message was a nicely done phishing attempt; not a legit message -- and she tried to sign in through it. Then, I had to do a mad scramble to change her password and help her get the new one working on her phone and computer. With more time to think about what happened, I'm realizing now that I should have known the email was fake because we recently made some changes to our Office 365 environment so junk mail is going directly into Junk folders in Outlook -- and those types of messages aren't really coming in to people anymore. On top of that? We're trying to migrate people to using two-factor authentication so I was instructed to get this user on it while I'm changing her account info. Makes sense, but I had to dig all over to find our document with instructions on how to do that too. I just couldn't remember where they told me they saved the thing, several weeks ago, when they talked about creating the new document in one of our weekly meetings. Am I just getting old and starting to lose it? Is everybody feeling this way about I.T. support these days? Are things just changing at too quick a pace for anyone to stay on top of it all?
I mean, in just the last few weeks, we've dealt with users failing to get their single sign-on passwords to work because something broke that only an upgrade to the latest build of Windows 10 corrected. We've had an office network go berserk and randomly drop people's Internet access, ability to print, etc. -- because one of the switches started intermittently failing under load. We've had online training to set up a new MDM solution, company-wide. And I had to single-handedly set up a new server running the latest version of vCenter for our ESXi servers. And all of that is while trying to get in some studying on the side to get my Security Plus cert., getting Macs with broken screens mailed out for service, a couple of new computers deployed, and accounts properly shut down for an employee who left, plus the usual grind of "mindless" tickets like requests to create new shared DropBox team folders for groups. It's a LOT to juggle, but I was pretty happy with my ability to keep all of it moving right along for years. Now -- I'm starting to have doubts.
For example, just this morning, a user had a question about whether or not she should open an email about quarantined junk mail to actually look through it. I briefly noted a screenshot she attached that showed a typical MS Office quarantined email message and replied that she could absolutely view them at her discretion. (I also noted that I tend to ignore and delete those myself, unless I'm actually expecting a specific piece of email that I didn't receive -- in case it was actually in the junk mail filter.) Well, that was the wrong answer, because that message was a nicely done phishing attempt; not a legit message -- and she tried to sign in through it. Then, I had to do a mad scramble to change her password and help her get the new one working on her phone and computer. With more time to think about what happened, I'm realizing now that I should have known the email was fake because we recently made some changes to our Office 365 environment so junk mail is going directly into Junk folders in Outlook -- and those types of messages aren't really coming in to people anymore. On top of that? We're trying to migrate people to using two-factor authentication so I was instructed to get this user on it while I'm changing her account info. Makes sense, but I had to dig all over to find our document with instructions on how to do that too. I just couldn't remember where they told me they saved the thing, several weeks ago, when they talked about creating the new document in one of our weekly meetings. Am I just getting old and starting to lose it? Is everybody feeling this way about I.T. support these days? Are things just changing at too quick a pace for anyone to stay on top of it all?
I mean, in just the last few weeks, we've dealt with users failing to get their single sign-on passwords to work because something broke that only an upgrade to the latest build of Windows 10 corrected. We've had an office network go berserk and randomly drop people's Internet access, ability to print, etc. -- because one of the switches started intermittently failing under load. We've had online training to set up a new MDM solution, company-wide. And I had to single-handedly set up a new server running the latest version of vCenter for our ESXi servers. And all of that is while trying to get in some studying on the side to get my Security Plus cert., getting Macs with broken screens mailed out for service, a couple of new computers deployed, and accounts properly shut down for an employee who left, plus the usual grind of "mindless" tickets like requests to create new shared DropBox team folders for groups. It's a LOT to juggle, but I was pretty happy with my ability to keep all of it moving right along for years. Now -- I'm starting to have doubts.
I've done everything from on-site support to large-scale Windows XP image design and deployment, but now -- due to age and disability -- I work from home, answering Help Desk calls for one of the worst companies to work for in America.Our call queue times range from 30 minutes to over an hour, partly because the team gets virtually no training: some of them can take 45 minutes to track down drivers and install a printer. (I have provided some training for them in the past, but tamping down the calls in the queue always takes precedence over actually improving how we respond to the calls).
As you can imagine, the users aren't the main source of frustration. Our IT department is easily the dumbest on God's gray Earth, and the stupid flows downhill from the very top. The business model seems to be "make a change that breaks tens of thousands of computers -- or hundreds of thousands of user profiles -- and let the Help Desk fix them one at a time as they call in." We basically work for Dilbert's PHB, and our company is circling the drain while we divest locations and cut costs by laying off staff and ditching M$ Office for GSuite... both of which are making the call queues even worse.
I cope by reminding myself that I do a good job, and take care of the callers I get. I also realize that I'm sitting in my jammies in a recliner, half-watching movies on a 55" TV while I work, that I only have to do one thing at a time, that I have almost no responsibilities that extend beyond any phone call I take, and that most of the end users' jobs are much worse than mine (hence our placement on the aforementioned list).
When I was younger, coming up, I would never have survived here. Now, I look at it as a means to a worthwhile end: my wife makes much better money, and we could survive quite comfortably on only her salary... but we enjoy new cars and cruises, and this Dilbertian hell is our conduit to such things. Besides, in our company of 50,000+ employees, I sometimes get to feel like a minor celebrity: several times per week, someone recognizes my voice and says "Thank God I got you!"