IT administrators in any school get a weird, wild array of tech requests (and stories/explanations/hypotheses) thrown at them when users need support. Today's post goes out to all the men and women supporting schools via the IT department. These scenarios will probably look familiar.
“It just stopped working.”
Oh reallllllly? You didn’t click anything suspicious? You just came back and it was like this? Mmmmm hmmmmm.
Telling someone to turn it off, and then on again.
Sometimes it’s all it takes. Honest!
Fighting with Windows XP.
This operating system is from 2001! It was last updated in 2008! There is only so much I can do here!
The expectation that there’s a magic solution button that you (and only you) have access to.
Disclaimer: there is no magic solution button the IT staff is hiding in your school.
Family and friends expecting you to fix all the things over holidays.
Okay, fine. I’ll take a look at your laptop.
Googling a tech problem to find a solution.
It happens. Zero shame in this.
20 emails flagged as “urgent” following a small dip in wifi.
Deep breaths, team.
A user is 100% certain about what is wrong and how to fix it. And the solution you’ve prescribed is apparently incorrect.
Oh, is that so? I’ll just be over here. With my experience. And IT knowledge.
A student/teacher/staff member beginning a conversation by apologizing profusely before getting to the problem.
It’s going to be okay. I promise.
The quiet pride you feel when you get everything working again.