Secondly, even though technology is much more common (particularly with the younger generations), technological sophistication is still fairly rare. The vast majority of people use the technology of their jobs in the most narrow ways possible, and further they expect technology to "just work". When it doesn't, they call on the IT guys, or they call on their uncommon coworkers like me who aren't in IT but are still the unofficial IT guys by virtue of having more than modest computer knowledge.
Uh huh. I'm not falling for their cover-up!