and also am I just being dumb or is there really a reason to reboot a computer 4-5 times while diagnosing it. I get once but rebooting it every time they ask you to try something different?
<- In IT...
I worked with a person who was, unfortunately, promoted to the same position as me shortly after I was promoted... and this... was her answer... to... EVERYTHING.
Step 1 - Doesn't work? -> Reboot it.
Step 2 - Still doesn't work? -> Reboot it.
Step 3 - Still doesn't... -> Hey, can someone help me out with this?
While I may be exaggerating just a smidge, she said this to anyone and everyone about resolving a problem; it was ALWAYS step 1 for her. Drove me absolutely flipping nuts.
Granted, as the first poster eluded to, I do not want to hear some story about how good you are with computers. For every one of you who is good with computers, there are 100 others who say the exact same thing and are completely dense when it comes to anything computer related. State the problem, and provide necessary information such as:
1) Is this the first time you experienced the problem?
2) Did it happen after you did something else?
3) If you've already attempted a reboot, did it fix the problem?
Then, await their investigation and response.
Problem is, there are some helpdesk folks who simply do not know how to do their job. It's an entry level IT position, so some growing pains are to be expected with some. That is not to say that all helpdesk-ers are idiots, but some are clearly better than others. That is no different than any other job out there.
I, unfortunately, get to deal with escalated tickets from time to time. We have a small staff, so that is to be expected. From time to time, I have to call a helpdesk for a product that is supported off site. I have mostly dealt with bad helpdesk-ers who have some sort of an ego despite having a clear lack of knowledge and/or troubleshooting ability. Unfortunately, this type of attitude is characterized as an IT, when, in fact, you see it in pretty much all support roles. Plumbers, mechanics, etc. They are people that know their realm, and support people who don't. Some are better at communicating without being condescending, some are simply condescending to anyone and everyone. If you don't like their attitude, report a problem. But let it be known, for every helpdesk person who is condescending to you, they've likely dealt with 10 times the number of condescending assholes, quite possibly in a single day. Helpdesk people are only needed when a problem occurs, and most people are pissy and condescending when a problem occurs... see the problem? It's cyclical. What goes around comes around.