u/tylerderped

Yeah, I know, I’m probably asking the world here.

I’m a helpdesk support specialist in healthcare supporting about 300 end users. My boss *refuses* to consider a ticketing solution. He thinks it adds unnecessary complexity and bureaucracy when people (especially directors) just want their shit to work. He doesn’t understand the value of being able to say “x user has had y recurring problem” and to be able to use that data to solve actual root causes that ultimately result in operations going smoother. Even if it causes burning to change, I just need it for my own sanity because I’m actually losing my fucking mind.

This was sustainable when it was just me and my boss running the show, but we recently hired a “systems admin”, this has increased complexity to the point of unsustainability.

Yes, I am aggressively looking for new work. It’s apparent to me that I’ve outgrown my role significantly while my boss seems to have regressed.

I've been having a tough time at work lately, particularly after being a sole subordinate for 5 years with a director who has become increasingly unsupportive.

I support roughly 300 end users in a healthcare facility.

My boss has failed to properly advocate for me imo, and his lack of understanding of what I go through every day is reaching a breaking point. The only thing that's holding me together is that the office I used to have to myself is now shared with the new guy who we hired for the promotion that I've had my eyes on since I got the job.... that's also supposed to be my supervisor. I'm not sure he even knows he's my supervisor.

The nursing department has the most IT support needs by far and it's not even close.

A new nurse has been adjusting to her new role and has had continued difficulty with the printer (of course)

She had 3 separate issues over the course of 3 days. Each one resolved with one email reply.

Today, after my reply, I got a panicked call from the assistant director of nursing DEMANDING that I come over there right that second in the pouring rain to help them with their "broken printer". This is a common occurrence with them.

I tried to gently push back, "there's nothing I can solve there that I can't solve here", and then she straight up THREATENED to escalate.

So of course, I oblige, and was able to fix the "problem" by observing that the nurse seemed to have accidentally set her print job to print on both sides and setting it to one-sided....

After, I talked to my boss about it, and he immediately took their side explaining "this is a highly customer-service-centric role, if it takes more than one email reply to solve a problem, you need to go over there". It's not the first time he's said that. The problem could've been solved in half the time right there on the phone. How is that not better "customer service"? What aspect of "customer service" requires me to provide emotional support for people? What aspect of "customer service" requires me to allow someone to offload ALL of their cognitive abilities to me when demanded?

I think I need to go to HR, but I don't even know where to start... I've never gone to HR with a work issue before.

Yes, I'm aggressively looking for a new job. It's so fucking hard, man. Everything.

What do I do :(

I'm sure we've all experienced it. You come into work and wiggle your mouse or smash your keyboard to wake your computer up, only to get the dreaded "no signal. Entering power/save mode" bug.

Or you're working on 4 computers hooked up to a kvm and they need to reboot at different times. You're working on one computer while another reboots. You switch your KVM to that input, but, too late, you didn't catch the DP handshake on POST, so now you'll need to reboot that computer *again* to get the picture to come up. Hopefully you weren't installing an OS!

Sometimes a reboot fixes it. Sometimes, you have to try to turn the monitor on right as the computer POSTs because, if the computer POSTs *after* the monitor has entered power/save mode, it will *never* get a picture.

Why does Dell continue to ignore this bug??? It's merely annoying when it happens to me, cause I can get it to work. It's multiple layers of hell when it happens to an end user tho, especially an old one. Almost always necessitates a visit to their computer. Ugh!