Millennials Want More IT Support Than Boomers, Study Finds - InformationWeek

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Millennials Want More IT Support Than Boomers, Study Finds
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vnewman2
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vnewman2,
User Rank: Ninja
12/14/2015 | 7:28:25 PM
Re: Mileage may vary
@jagibbons: Neither are we - the nature of our business prohibits it because there's no Mac-compatible enterprise software that supports what we "sell." The biggest issue we have is people remoting in from MAC devices - whenever there's an iOS upgrade, it is a techonological disaster. We are a Citrix shop.
jagibbons
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jagibbons,
User Rank: Ninja
12/14/2015 | 7:08:41 PM
Re: Mileage may vary
We see that a lot, too, @vnewman2. We aren't going to be a Mac shop, so I'm not sure how else to get around that issue.
vnewman2
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vnewman2,
User Rank: Ninja
12/14/2015 | 6:18:14 PM
Re: Mileage may vary
The thing I keep running into with recent graduates and the like is that they are MAC users and when they come to corporate they have no idea how to use anything PC.
jagibbons
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jagibbons,
User Rank: Ninja
12/14/2015 | 1:17:16 PM
Re: Mileage may vary
Great insight, @SaneIT. The "disposable" nature of today's consumer technology will definitely point someone toward calling in help to get it replaced.

Another factor at play here is that when someone like a Millenial grows up in an uber-connected world, they don't need to tinker and learn how things work. Their iPhone just works. They don't need to know how or why, so they won't be able to troubleshoot problems. Troubleshooting takes patience and curiosity. Today's consumer technology leans toward immediate gratification and entitlement. I am not suggesting that al Millenials focus on the immediate and what they're entitled to. But the way our current technology works, that is a trap that is all too easy to fall into.
SaneIT
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SaneIT,
User Rank: Ninja
12/14/2015 | 8:25:01 AM
Re: Mileage may vary
I see the same thing but I think part of this is stereotype and part of it is the maturity of technology.  When I started in IT everything was new and people would poke at a problem trying to fix it on their own because they wanted to understand the technology.  I see a lot of boomers talk about the Millennial generation being tech savvy because they can plug in an HDMI cable.  Sadly, this does not make you savvy, it makes you familiar and that brings me to the next point.  Millennials are familiar with technology being disposable, if it breaks you call and have it replaced, it's not a huge investment anymore, a PC doesn't cost as much as a small car anymore and hardware is less serviceable than it used to be.  When I started on computers you got a paper manual that told you now to open the case and make changes, not anymore...
Brian.Dean
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Brian.Dean,
User Rank: Ninja
12/12/2015 | 8:52:33 PM
Re: Mileage may vary
Good point. The majority of Millennials have a good understanding of technology and a large number of Millennials are actually creating technology and systems. For instance, solar energy technology has had MPPT and PWM charge controller technology for a long time but, a large user base is designing Arduino and Raspberry Pi based charge controllers for data mining and optimization of solar systems, etc. These individuals rely upon community support to improve their design but, overall it is an internal improvement loop that develops the entire support community. 
jastroff
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jastroff,
User Rank: Ninja
12/11/2015 | 8:43:44 PM
Re: Mileage may vary
Maybe they can wait for the iGens (Gen Z) generation to come of age and staff up all the IT support jobs they don't want! Really, we need to have people who want to take the support jobs, otherwise, we are sunk
danielcawrey
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danielcawrey,
User Rank: Ninja
12/11/2015 | 8:29:03 PM
Re: Mileage may vary
It's no surprise Millenials are taking on trying to fix their IT problems themselves. Most of them have some idea about how to fix computer issues. Even so, that doesn't mean they will always have the admin abilities to fix anything. 
Michelle
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Michelle,
User Rank: Ninja
12/11/2015 | 2:46:11 PM
Re: Mileage may vary
Maybe we're just old techies who don't understand what it means to work with newer tech for the first time (or when it breaks).
impactnow
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impactnow,
User Rank: Author
12/11/2015 | 1:21:01 PM
Re: Mileage may vary

I agree Michelle, when I first started working with laptops we did more on our own to address issues. I find most millennials seek help immediately. I am not sure if it's because they feel unqualified to address issues or if the urgency of technology being down drives their sprint to support.

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