20 Unwritten Rules About IT Support
IT support is the unsung hero of every organization. Whether it’s fixing a printer, recovering lost files, or stopping a cyber meltdown in its tracks, IT pros keep things running smoothly behind the scenes. But there’s a whole world of unspoken etiquette and insider wisdom that governs this field. Here are 20 unwritten rules about IT support that every techie—and user—should know.
1. Turn It Off and On Again
This isn’t just a cliché—it actually works most of the time. A reboot clears memory, resets processes, and often fixes the issue.
2. If It’s Urgent, Call. Don’t Email.
If you’re locked out or the server is down, don’t rely on a support ticket. A quick call ensures your issue is prioritized.
3. Be Nice to Your IT Guy—They Control Your Access
Good relationships go a long way. The nicer you are, the quicker (and friendlier) the help will be.
4. The More Details, the Better
“SYSTEM NOT WORKING!!!” isn’t helpful. Tell them what happened, when it happened, and what you were doing before it happened.
5. Don’t Say “It’s Broken” If You Haven’t Tried Anything
IT support appreciates initiative. Trying basic steps first (like checking cables) shows effort and respect for their time.
6. We Know When You Haven’t Restarted
Saying “I already restarted it” when you haven’t? Yeah, the system logs tell the truth.
7. Updates Are Not Optional
When IT says to install updates, do it. They patch vulnerabilities and keep the network safe.
8. Your Desktop Is Not Cloud Storage
Saving everything to your desktop is risky. It’s not backed up and slows down your machine.
9. IT Isn’t Your Personal Tech Service
Fixing your home Wi-Fi or installing Netflix on your TV is not in the job description.
10. Password Sharing Is a Cardinal Sin
Even if it’s “just for a minute,” sharing passwords violates security policy and puts systems at risk.
11. We Don’t Make the Rules—We Enforce Them
Policies like password changes and software restrictions are usually mandated from above.
12. Don’t Lie—We’ll Find Out Anyway
IT tools can trace almost anything. Be honest; it’s faster and less awkward for everyone.
13. Urgent for You Doesn’t Always Mean Urgent for Us
Unless it’s affecting business-wide operations, your issue is likely one of many in the queue.
14. Don’t Click Suspicious Links, No Matter How Tempting
“Your package is waiting!” or “Click here to claim your gift card!” usually ends with a malware infection.
15. We Google Things Too—We’re Just Better at It
A lot of IT magic is advanced search skills combined with experience.
16. You Are Not the Only One Having Issues
During outages, flooding the help desk won’t speed things up. Trust that they’re already working on it.
17. Backup Before It’s Too Late
Data loss is preventable. If IT offers cloud backup solutions—use them.
18. IT Has Seen It All—And Then Some
We’ve seen the weirdest screens, the funniest errors, and yes, even your questionable browser tabs.
19. Respect the Ticket System
Jumping the queue with personal messages slows down the workflow for everyone.
20. Saying “It Worked Yesterday” Doesn’t Help
Tech evolves. Software updates, configurations change—yesterday’s fix might not apply today.
IT support is a blend of patience, problem-solving, and people skills. While these rules may be unspoken, following them makes life easier on both sides of the help desk. So next time you submit a ticket, reboot your machine first—and don’t forget to say thank you.
