Documentation is key

This will be a little bit of a vent/rant.  Dealing with a co-worker on some laptop issue having bizarre issues installing a couple routine programs.  That laptop is owned by a different department and my understanding is that we are to provide limited support on machine level issues.  Which makes sense since if they handle those laptop images then god knows what they have installed on it, let alone the maintenance thoroughness level on it.

 

I comb through the event log briefly and notice faults with some %windir% executables like oh say MSIEXEC.  Anyone that has been at this for a bit like me can already tell there is something OS level fubar about this machine.  Sure I can ultimately fix it but it can be a huge time sink.  Due to the setup we have, I recommend no longer touching this machine, using the event viewer info + my experience + the errors involved with the failed installation attempts.  Seems to go well enough.

 

Support person I was assisting comes back later and asks where to find that info again (STRIKE 1).  This person has been in this role for a little over a year now, plus some retail IT support previous to that for another year…so finding this lack of caring a little annoying but you know what fine lets claim temporary amnesia.  I give the steps and include what I remember of the error, and recommend to copy/paste the event log info for documentation purposes.  Support person comes back with “but I’ve already written 2 paragraphs”…(STRIKE 2).  and “besides [other senior support person] has the laptop now”(STRIKE 3).

 

I get that this person ultimately doesn’t seem to want to get anywhere with IT in favor of a medical career.  The thing the person doesn’t get is that document is key.  You can be damn fucking sure that document is even MORE important in the medical field, unless one likes being sued for medical malpractice.  Why do I try to help again?  Seems to be a waste of my time and honestly disrespectful.  Rant done.

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