I heard you, and believe you like 98% of the time, but big boss doesn't give a fuck and he's the one that signs my paycheck. I do appreciate you having everything open and ready for me to double check tho, makes my job that much easier.

I don't even work in user support and that's still part of my troubleshooting routine when folks (mostly techies) ask me for help.

Like, step 1: Did you restart the thing?
Step 2: Let's redo the obvious troubleshooting steps together. Step 3: Is it the proxy?

The thing is, it's just really easy to go through the obvious steps again. So, even if there's just a 5% chance that they missed something, or that some error message can be seen that gives me more info, or heck, even if it just gives me more time to think, then it's worth doing.

Alright so been working in IT for a good decade, starting in helldesk to infrastructure now, I've found out that everyone including me is clueless and got no fucking clue what they're doing, just swinging it as they go. I just happen to have specific things recently that are fresh in memory, and I'll check the first things first because 99% of the time, the other person didn't even though they hinted that way. Maybe they missed that one step you just learned to never do?

Anyways, more often than not, the user did not restart their PC despite claiming to do so

you look like a clown with your posing

I've been sitting all day so a chance to stand is nice, plus if I'm going to have bad posture I'll at least do so in a non-sitting position rather than however the given person I'm helping at the moment likes it. It's also easier to crawl under the desk to poke at cables if needed when you start from a standing position

I’ve tried all the shit you do in my own before

Everyone misses steps sometimes, myself included. You always start with the easy stuff that takes 2 minutes to try before diving deeper. You wouldn't want me for example spending 30 minutes (I wish that were an exaggeration) reinstalling the entire MS Office suite for what was just a weird memory issue that fully closing and reopening Teams resolves would you?

I mean I’ve told you but you were high on yourself

To quote Doctor House "rule one: patients lie" I personally prefer to see it more as users either forgot or didn't know about certain things (like the absolutely wonderful innovation called "hibernate" that simply causes people who thought they were diligent about rebooting to have the same problems as someone who never reboots) but every once in a while I do find someone who's clearly lying to me for whatever reason. I'm neither their manager nor their dad so if they want to waste their time lying to me so be it, it's not my problem.

Take a deep breath. There's no need to put so much energy into disliking someone for their job. Yes some individuals get into roles they have no business being in, and yes some organizations have super dysfunctional IT departments. This isn't exclusive to IT and can happen with any role in any department in any organization