Courtesy of Vincent Ferrari, three tips for dealing with Fred in IT, and how they compare to dealing with my department:
Don’t Demand Anything — Unless Fred reports directly to you, you’re not going to get anywhere if you crash into his Star-Wars-laden cubicle with guns drawn. The second you start getting pushy with old Fred, the second he’ll “suddenly realize” that your problem is going to take 2-3 days to resolve. So, in short, be nice to Fred and let him steer the conversation. After all, he knows how the system works and you need his help — if anything, bring an extra Mountain Dew along with you to help grease the wheels.
I might also add that I’ve already prioritized all the corporate functions, and yours, Debbie Downer, are as close to the bottom as is humanly (or electronically) possible. If you need something today, the optimal time to ask for it is last week.
(Oh, and I prefer Coca-Cola for my deskside buzz, though Dr Pepper and RC are accepted gratefully.)
Don’t Expect to be Coddled — Fred probably isn’t going to hold your hand. He’ll either fix the problem for you or give you some possible fixes that you should try out first. If he goes for the latter, your best bet here is to write it down. There’s nothing that will annoy him more than you coming back 2 minutes later asking “What was I supposed to click again?”. If it’s a multi-step solution, jotting it down will further ensure you execute it correct (and you’re likely to impress Fred in the process). If you can’t follow instructions, expect resolution of your problem to come much slower than if you had. That actually segues nicely into the final point.
If you have an actual hardware issue, you’re probably going to Trini, because (1) she’s the official hardware person and (2) there’s a reasonable chance she will not snap your head off. Still, this applies pretty much across the board, with the proviso that if, after scraping your machine down to the bare metal, a week later she finds the same adware whose excision demanded that scraping in the first place, she’s going to compare you, intellectually, to an igneous rock, and you will come off second best. (Me, I assume sedimentary until proven otherwise.)
They Like it when You Listen — Fred isn’t a magician. In fact, a good programmer is one of the most logical, analytical people you’re likely to come across outside of NASA. So, while many of the details of his work may be Greek to you, his solution (and likely his explanation) are probably pretty logical.
As the BOFH, I do no substantial programming: I can write a quick and dirty database query, maybe, and I can tell you why your HTML looks like refried crap — for that matter, I can tell you why my HTML looks like refried crap — but you’ve got to go to the Code Warrior for the serious assaults on data. At some point he may tell you why you are wrong. And he will be correct.
These principles, I suspect, are extensible to an IT department of almost any size.