Due to my above-the-average-lay-person’s understanding of technology, I’ve been designated as unofficial local IT support, in addition to my regular job. (Our official IT support is located in London and Romania, and their IT knowledge leaves a bit to be desired.)
Recently I deployed a laptop to a high ranking employee who shall be referred to as Half-Wit. The laptop, configured to Half-Wit’s profile, was deployed so that she (yes, it’s a “she”) could work from home. On her first day of working from home, Half-Wit calls me so that I can walk her through signing on. I asked her if she connects to the ineternet on her personal laptop wirelessly or with a network cable. She indicated a netowrk cable. So we went through the basics: plug in the power cord, plug in the network cable, turn on the computer, etc. She had no internet access. We went through everything I could think of to resolve, but still no internet, so I referred her to our IT support company and her internet service provider (ISP) to help resolve.
Having spent 5 hours with both, she gave up, and I agreed to give her a different laptop which I had personally tested (like the first laptop) in advance. She called from her home yesterday, frustrated because she was experiencing the same issue – no internet connection. I talked her through the same processes without success, so I referred her again to our IT support.
Five minutes later, an IT support rep. calls me to gently express that Half-Wit has lost her patience and that she basically doesn’t know what she’s doing. Would I please go to her home to help resolve? Ugh! Fine…..
I show up at Half-Wit’s home and after the 5-second tour and an exchange of pleasantries, I get to work. Both her personal and work laptops were turned on. Neither of which had a network cable plugged in. I noticed that her work laptop had a USB cable plugged in. I asked her what it was for, and she said “the internet”. I said this is USB cable, not an network cable. A network cable looks like a thicker phone cable. “So what does that go to?” she asks. She’s asking me? She plugged it in!

I said it looks like my printer cable at home, follow the cord, and what do you know? It’s the freaking printer cable! Embarassment covers her face. “So where’s the network cable you use to get internet access on your personal laptop?” “Oh I connect wirlessly” she says. WHAT?!
She had to jump on a conference call and retired to her bedroom while I configured her work laptop to connect wirelessly. She had a secure wireless network, but I wasn’t about to ask her for the network key, as I was sure she didn’t have a clue. (Turns out I was right.) So I called R&R to find out how to get the key which at this point only showed dots instead of alpha-numeric characters. He walked me through a back-door process, and I was able to get it and get Half-Wit’s work laptop connected.
Once connected, I noticed she wasn’t receiving emails, so I contacted IT support. It took Super Genus in IT support 45 minutes of playing around with remote support before asking, “Can I call you back after I try a few more things?” Having already wasted enough of my time, asked a question that posed a possible solution. “Oh yeah!” he says and then changes the setting I suggested and fixed it. Then he says “You can be my sidekick in the US” to which I replied, “No. You can be mine.”