1. Kindness in IT

     Did you know the first use of the word "Nerd" was in a 1951 Dr Seuss Poem? The more you know! Today we use the word interchangebly with geek to describe people that love subjects not in step with today's societal norms. Typically, tech, anime, video games and other media. As I say this your head fills with images of nerds and geeks you know. We come in all shapes and sizes and all of us from different walks of life. Sometimes these images come with a negative connotation or a stigma. Throw all that aside for a moment. Remember, this is a word coined by a childrens author. A group of technology enthusiasts can not be summed up in one initially playful word. 

     Why do I bring this up? I want to even the playingfield. We are all human no matter what label you want to put on someone. 

     IT is a customer service business first, even if you work in the backend, everything you do is for your customers. That could be the people using your system at work or the actual customers the business has. The business and its products is what seperates the IT pros from the hobbyist at home. Its fun to build a server in your free time, its even better when it is put to good use. For some, the tasks in IT are things we would do in our homes. We are passionate about computers and their operating systems. We take the time and care to learn essentially another language just because it brings us joy. 

     For those of you in IT consider the coworker you are supporting, set the tech brain aside and picture that Payroll specialist that drives you up the wall with their support tickets. See yourself as them. For the "Payroll specialist", hopefully this helps you paint a picture of the IT technician helping you, allowing you to step into their shoes for a moment. 

     Why am I asking you to imagine yourself in the others position? Because today we are disccusing Kindness in IT both from a coworkers perspective and the Technicians. Leave the ego at the door. Every job and position has some level of expertise that another does not have. No matter your education or background somehow you all ended up at this company together. Another part of the same coin. So what does kindness in IT look like? Today I want to talk about what this looks like from both sides and see if we can solve this problem together. 

     To the technician: Right away you have noticed that I have decided not to use the word User to identify the person you are helping. Yes, they are Users. I refer to Users as Users myself. For this thought experiment I have decided to not do that. How many of us have exclaimed, "Users are so freken stupid." I can hear the seathing tone under it all. Ussserss. It always seems to have a negative context and rightfully so in some cases. Maybe you have thought to yourself, "This user is so dumb, how can they not understand the concept behind 2mfa; password security, vpns, browsers, etc." I get it. Its very frustrating when something that comes so naturally to you is so misunderstood by someone else.  Maybe the interaction didnt start positive. "This computer doesn't work because IT keeps changing things!" It feels like an attack, and in all honesty is not right. Understand that your coworker is not mad at YOU the indvidual but maybe at themselves. Their own fears and inseucrities shining through. They feel stupid, they should know this. A lot of folks are afraid to be wrong. They have run into an issue they can not solve, or they have been inconvienced in some way. Regardless of your coworkers response over the phone, in a support ticket, or in person; you, the technician control that interaction. Ultimately they are coming to you for help. If you do not want to help people then why get into this profession? 

I am not saying that every technician is like this. Many of us are introverts, quiet and calm. We have lots of things going on in our heads that we leave unsaid. We know the fix, sometimes it is a quick one. I suggest we educate our coworkers, re affirm them in our actions and words. A gentle word of understanding. Just be kind. I can count on my fingers the amount of times it was worth getting angry. Kindness has gone a long way for me in this field. In fact, the coworkers I am kind to have made my job easier. I am no longer this judgmental figure berating them about what they should or shouldnt know, talking down to them like they are a fool. I notice they listen to my feedback and try to find solutions. Or take actions to make sure that my job goes easier. I show them care, I receive care in kind. Not everyone is like this, some folks just have unacceptable behavior. I have had my fair share of phones thrown at me, people screaming, their entitlement on display for all to see. Its through these moments I learned to be kind. I am not saying roll out the red carpet for them. Just let them throw their tantrum. It is them who looks the fool in the end. Not you. 

    Now I will break my one rule. These folks, the entitled ones, the shouting ones, the "This is not my job so I refuse..." those I call users. Let their tickets rot just long enough. Type out that internal note in the ticket, whatever you need to do to blow off steam, but when you see them... as hard as it may be, be kind. Find comfort in knowing you are not alone, but are doing your part to better the IT experince for others.

To the customer:  So you called IT for help. You talked to somone and they sounded condicending, maybe even rude. You try your best to describe what is happening but cant find the right words. You are annoyed, not just at the tech but at the stuborn computer in front of you. The technician finally shows up and your defenses rise.  Lets pause there for a second. I alluded to it in my preamble but I want to draw the curtain back just a little more. For many in IT, technology is more then a job. It is a passion. Some of us even have company grade tech i n our homes. For no reason, just because we can. We love games, keyboards, mice, the little details. The reponse times of monitors and the color accuracy of images. We are obsessed with the details. These are the things bring us joy. Aside from these things, in many cases you are not the only person that needs help. There can be hundreds of folks that have tickets open at one time. Yes the tech should make you their priority when they are helping you in the moment. I am just trying to add conext. Sometimes the attitude has nothing to do with you. So when the conversation is immeditly hostile, the technician in front of you also has his defenses up. But not for the same reasons you do. This is something they love and someone else is mad at it. It has nothing to do with you. Many of us are just as nervous to talk to you, as you are of us. Someone has approached you to try and help you. Why not be kind to them? Ask them how they are doing? Even giving them something as simple as space to do their work. No one likes being watched over their shoulder. I encourage you, try to learn what they are doing. Ask questions be curious. And if you do not care about any of that, you dont have to say a single word! The technician will fix your problem.

      Here is the sad reality you need to hear. Computers only do what you tell them. When a tech asks over the phone if you have tried X and you insist over and over that you did/ did not. The techs can tell. Stuff does not just break. It is interaction between man and machine that causes the problem. There is no reason to lie, no reason to seem more then you are. Leave the ego behind. You do not know how to fix the problem and someone is here to help you. Thats it. Why be mean or rude? Why demand? Speaking of. 

    I can tell you right now. Demanding IT to give you things on your schedule does not do jack shit. I do not care how high up in the chain you are. If I asked YOU to bend the rules for whatever job you do, you would probably tell me no. IT is the same. We all have rules and processes we need to follow. Trust me, we want to get you your 20xx Macbook pro with 500gb of RAM and a 4 terabyte hard drive with more ports then you know what to do with. You will get it,  just maybe not be as fast as you would like. There is literally no incentive for IT to not get you what you need. We are here to support customer and company infrastructure. For a tech to ignore you would be foolish. Sometimes the device you requested is incompatible with the current infrustructure, or accomodations need to be made for IT to support it. The main focus of the department is securing data and keeping everyone secure. Patience goes a long way and it may help you get a better experince in the end. Personally, when I feel respected and understood I will go the extra mile for you. I might even show you some cool tricks to get the most out of your new device that you have never seen before. I hope that you will see my enthusiasm for you and your new peice of tech. Whatever that may be. Will every interaction between you and IT be perfect? Sadly not, but you can do your part to make someone elses day just little bit easier. Regardless of what form the interaction takes place in, be kind. 

Okay, I feel like I have chewed out both sides long enough. If you are still reading this, thanks for sticking with me this far. In summary: Remeber the human behind the badge. Everyone has their own motivations, goals, dreams and interests. Not everyone is the same and not everyone can live up to our expectations. I hope these words can help shed light on both sides so that we may understand one another better. I love what I do for a living but we all have bad days. Let us not make those days worse by bringing toxicity to others. Remember, be kind. It will go a long way.