CaffeineHead here, old soldier from back in the days of the site, back then a wide-eyed young pup, now a cynical old fart. In the ensuing years since the site, I’ve lost one wife, gained another, went from having two cute little kids to being Dad to two young adults and one sweet little toddler through whom I cling to the notion that there is still some good in the world.
I also don’t deal with the general public anymore, but work an internal IT position where I speak solely to company employees, which makes the following situation even more head-shake worthy.
Presumably, these people use their computers every day. They log into their accounts, launch their apps, check their email, yada yada yada. They know instinctively how to do everything they need to do on their systems to the point where they could do it in their sleep.
Until, that is, something breaks, and they have to call IT. Then, suddenly, they forget how to do anything without explicit instructions. I mean, even on stuff they do every day.
Me: Okay, I’ve killed your citrix session and it looks like the new one launched successfully. Here, I’ll open your [Citrix App] for you. Can you put your password in please?
Starfish: What’s my password?
Me: Whatever one you use to login to [Citrix App].
Starfish: I…I don’t think I know what it is…
Me: What do you put in there when you first launch the app every day?
Starfish: …I…um…can’t you put it in?
Me: We don’t store your passwords as doing so would be a breach of security.
Starfish: Well, I really can’t remember. Can you login for me?
And the song and dance starts again with any other thing I have them check. And $deity forbid I need them to reboot, especially if I plan on getting reconnected to their screen.