It's funny to me how often we're tempted to just reply with "RTFM." Our helpdesk team sometimes rants within our private Slack channel before going back to patiently reply to the customer for the second or third time with the exact answer they need which they clearly didn't read the fist time. It's true, anyone can learn this stuff, but they often think it's not worth there time, which causes all the problems. It's funny too how when you understand one thing technical, you're supposed to understand everything. "Oh, it uses electricity? Ask the tech guy to fix it."