+ 1 Votes Probably not but it all depends on the job in question OH Smeg 2 years ago Also depending on the company involved this can be construed as very wrong I appealed to her supervisor What is the Complaints System in place? Is the Immediate Manager supposed to have first right of reply? Doing something like that is a very bad idea unless of course you want to give yourself a Reputation as a Trouble Maker. Also as you say here there are just some things you should be able to do yourself. Again this All Depends on the job in question A Tax Accountant isn't supposed to know anything about Networking, a Bank Teller who is a Data Entry person most certainly isn't expected to know any of what you have just said you showed the user and in many other jobs the same applies. For instance a Medical Receptionist isn't expected to know Medical Jargon "other than how to spell it of course" or how to perform an operation but they are expected to know the system that the Doctor that they work for uses and how to do their job. Most are employed to do a Job and only that Job and are not expected to know any more. Many are actively Discouraged from doing any more than pushing the right button and are reprimanded for doing it if not actually terminated. If they are expected to use a Application from M$ Office they should know for instance Word and how to use it to fill their job requirements and shouldn't be asking how to do a Mail Merge or How Change Printers so that they can print to a Color Laser when they have a Black & White Impact Printer connected directly to their workstation. Allowing that person to print out large Color Photographs when it's not part of their Job Requirement costs the company money that isn't warranted. As to what is right here as I don't know the position or the company it's impossible to say one way or the other but judging by your Described Reactions I would be now looking for another position and not expecting and sort of Reference from the current employer. Of course it's always possible that someone is playing Politics here and are attempting to assert their position or attempting to climb the Greasy Pole and you have got yourself involved in some sort of Struggle here but depending on the position it's just as likely that you caused the mess to begin with and have made things worse attempting to make yourself look better than you actually are. Col + 0 Votes Nobody knows what computer guys should do and not to do! faghihb Updated - 2 years ago The problem is that they are lazzy and don't want it to do it and playing Dum. + 0 Votes I see your point Crikey 2 years ago I work in a satellite office for DoD. I do desktop support, Informix dbase admin, network admin, customer service charging system, Systems admin for M$ server 2008, Linux admin, and network security. I've worked for the university, for the local gov, and for the Fed the last 10 years. Rules state we follow the chain of command and this is what I did. HR law require applicant to have minimum skills. + 0 Votes Positive criticism Crikey 2 years ago I was only saying, this not a beginner job. Heads up people [are going to expect more from you. And ouch! "attempting to make yourself look better than you actually are." If were smarter I would be fretting this. A situation has never been so crazy in my life at work. + 0 Votes Managing expectations stringerbell 2 years ago I think there are gentler ways of saying you can do it yourself, and this is just from the words that were used. We don't know what the tone of voice was, the expression on the face, etc. You seem to be in the right on what users are expected to do (based on what everyone else in the office), but it sounds like for whatever reason it was news to this user. We don't know what kind of IT support model they had experience of before - some support teams completely spoonfeed their users and it makes for a mutually uncomfortable experience when those users acquire another support team who perhaps reasonably expect a minimum of effort from their punters. I agree with OH Smeg on the whole - good points and well made. It's an awful situation and it seems unfair to you particularly, if I were you I would keep a couple of file notes on the exact situation (very useful) - make it unemotional and factual as you can and keep them somewhere you can access them outside of work if possible. Sounds like the user had an unpleasant tantrum - if they're going to do that every time then they might not last long. If you can honestly say you were as tactful and gentle as you can be, then fine, if not then try and change your style going forward. + 0 Votes Well I was going to ask OH Smeg Updated - 2 years ago Is this a Government Job? I even logged back in and opened my above post to Edit it with that in mind but thought better of it. It just struck me from the words used that it was some form of Bureaucracy involved well at first thought anyway. It's always not a good idea to offer any suggestions like the one you did in any form of Bureaucracy as they make the rules, doesn't matter how stupid they are or downright silly they are the rules and you stick to them as if your life depended on it. The only good thing I can say about Government Work or working in a Massive Overweight Bureaucracy is that the pain only stops after you stop attempting to make sense of the situation or make changes to make the system work. The system isn't supposed to work it's follow the rules or else. I don't know if you've ever seen a British TV Series called Yes Minister but if you haven't I seriously suggest you get it out on DVD and watch it. It's a very good Instructional Series for those who work in a Bureaucracy on how to do their job. In any Bureaucracy I've ever worked in I've always found Stupidity is rewarded by fast promotion so the more you Screw Up and the bigger the Screw Ups the faster the promotion. Naturally those who can do their jobs go nowhere as they are required to fix the messes after those who have made them get promoted. I constantly compare working in any form of Bureaucracy as Bashing your head as hard as possible against any Brick Wall. It only stops hurting after you leave the position/job or whatever and you them with Hindsight can look back at the insanity of the position. I would advise you to do as you are told and do Absolutely nothing more never show any signs of Independent Thought and follow the rules. Having a Full Lobotomy wouldn't hurt at all either if you want to stay there as if nothing else you'll have Job Security. Incidentally what rang alarm bells for me making me think that this was Government Work was this bit put me on notice for making a statement above my pay grade. Typical Bureaucratic Double Speak for Shut up and do as you are told regardless or anything. If you want to stay in this place learn to accept that you are not there to fix anything but to make it work and keep it working no matter that no one there is capable of doing their job and everyone will Play Politics to advance themselves at the expense of everyone else around them. Also if the woman in question happens to be Blond run like **** away as far as possible as they are there to be Eye Candy not anything else. Personally if it was me I would be leaving the position ASAP and never looking back. If you stay put it will hurt you, prevent you from doing a part way decent job and make you unemployable anywhere but inside a Bureaucracy. Just remember they will happily spend a Billion Dollars if it means that they can save a cent and will be proud of just how much money they have wasted to make that saving. It's all about Empire Building not making the system work better. They build their Own Empires to be Successful and just maybe build a better Bigger Department but that in no way implies that it's in any way Efficient or does a part way decent job. Bureaucracies see Success in Numbers so the More people who work there and the Bigger their Budget the more successful they are. Col + 1 Votes Couple of points toni.bowers Staff 2 years ago I want to thank you first of all for jump-starting my blood pressure by telling me you were actually put on notice for "making a statement above my pay grade." I can't even begin to comprehend that. Unless you're writing from inside a Charles Dickens novel. Regardless, I would, as others have suggested, take another look at the way you may have pointed out the user's responsibilities. Sometimes a tone of voice can make words come across the opposite of the way they're meant. Sometimes we have no idea of how we're perceived by others. Second, I would try to find another job as soon as possible. Not because of what may be a damaged reputation for you there but because you do not want to work for a company that allows levels of communication based on your salary level. + 0 Votes I think you were wrong'd by mgmt. databaseben 2 years ago the problem is that the new employee was hired as a "data entry clerk". the personnel office or the employee's supervisor should have given a skills test before hiring. if other skill were not needed for the job, then the employee should have asked the supervisor how to do a print job. however, since you were called for assistance, you simply should have defaulted the terminal to print to the printer and then leave the workstation afterwards without criticism. subsequently when the employee quit the job, it wasn't your fault. the employee realized that it wasn't the job they thought it could be or the employee lacked the required skills set for the job and new that the lie couldn't be perpetuated. as far as being reprimanded. i think the management over reacted and "maybe" you should look for a better job elsewhere. the reason being is that if management is performing poorly with the selection of their new hire's and they are mis treating you, as a skilled professional, then you are doomed. the question is whether management will learn from this experience or continue their poor judgement and performance's. in any case, if you do plan on leaving don't give the management any criticism or training on how to treat their employees - since it would be above your pay grade. + 0 Votes Expectations Charles Bundy Updated - 2 years ago Based on your description you misread a user want versus a user need. It sounds like you went into her office thinking she wanted to know how to specify the default printer. She just needed a piece of paper to come out. I don't know the tone she used when she asked why you were showing her how to do an IT function but even if it was brusque the response should have been - "Sorry for my confusion the ticket stated you wanted to know how to do this." Instead, it sounds like you implied: [ul] a) She wasn't doing her job. b) Helping her make that piece of paper come out was not high on your list. (e.g. her need was unimportant) [/ul] I don't know how you apologized but if you said "I'm sorry for implying what your job is and minimizing your problem" all you can do is let it go. P.S. Toni has a point assuming there isn't more to the story. If management wouldn't stand behind you over miscommunication it may be time to seek out a more positive environment. P.P.S. Sorry for my confusion I didn't really answer your question! No it was not wrong for you to say that users in general are expected to know how to do these things. It was general and not personal, yes? + 0 Votes Sounds to me like your typical "Pass the buck attitude" of many... SmartAceW0LF 2 years ago and most especially the prevalent attitude within government. Rather than make any sort of effort to solve the problem, this person calls in "The computer guy" to fix it. I suspect that things happen for a reason and this is no exception. She was likely to make your life a living **** at work anyway. Your "bosses" and their response to the incident should cement what you have to look forward to there. Incidentally, it sounds as though anyone making more beans than you are -for all practical intents and purposes- your boss. Stinks of Federal Government. + 0 Votes Nobody knows what computer guys should do and not to do! faghihb Updated - 2 years ago The problem is that they are lazzy and don't want it to do it and playing Dum.