Is it wrong to say, these are skills you are expected to know how to do?

By Crikey ·
We have a new hire that has started work as an advanced data entry level staff user. I then shortly after word was given an equipment incident report stating he/she tried to print a document to the XPS printer and nothing printed and he/she would like to change the default XPS printer to a different network printer.
As a desktop support person I showed he/she how to change the printer during the beginning of the print process and how to change the default printer he/she preferred to use. I also went on to demonstrate the help files available across the window platform including the MS office suite.
The new employees??? reply was, ???aren???t you the computer guy???? I explained I was the computer guy and my duties are many and there are just some things you should be able to do yourself. Tears flowed and charging out of the office ensued. I apologized from the bottom of my heart but it was not accepted. The person stated he/she would not work with me again.
My supervisor who is not in IT has reprimanded me and put me on notice for making a statement above my pay grade. I appealed to her supervisor (my supervisor???s supervisor) who is now mad at me for going over my supervisors head and bothering him. I went to HRO and asked for mediation. They indicate they can???t get involved unless more action is taken and finalized.
My history is of a good natured person who does not go around upsetting people and does not make a scene.

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Reponse To Answer

by mudpuppy1 In reply to Well I was going to ask

You've certainly had some interesting experiences. Fortunately, I left the military just as the "wild west" days were coming to an end so I didn't have to deal with crap like that. Back then, the IT dept (I think they called it MIS at that time) would send people to me for help with their PCs and that wasn't even my job. I helped them anyway and it helped me in my later IT career. How anyone could think they could network 1200 XP systems without a server is beyond me.

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Couple of points

by toni.bowers Staff In reply to Is it wrong to say, these ...

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.

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Reponse To Answer

by OH Smeg In reply to Couple of points

Never worked in a Bureaucracy I see Toni.

I had one place where it was IT's job to change Printer Cartridges in Bubble Jet Printers because that was not part of the Job that the staff who used computers where supposed to do.

The really idiot thing here is that when the same staff used Typewriters they didn't have a second thought about changing a used Ribbon but a BJ Printer was way too complex for them to even open. I'm not really sure that they didn't want us to put paper in them when they ran out and that wasn't the early BJ's just the more commonly used Domestic Type Printers.

But give them a Dot Matrix and changing the ribbon wasn't a problem.


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I think you were wrong'd by mgmt.

by databaseben In reply to Is it wrong to say, these ...

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.

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by Charles Bundy In reply to Is it wrong to say, these ...

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:

    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?
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    Sounds to me like your typical "Pass the buck attitude" of many...

    by SmartAceW0LF In reply to Is it wrong to say, these ...

    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.

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    Nobody knows what computer guys should do and not to do!

    by faghihb In reply to Is it wrong to say, these ...

    The problem is that they are lazzy and don't want it to do it and playing Dum.

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