I have a slightly different experience. I worked in IT in my job before this one and I could totally fix my own problem except they have my workstation locked down behind software restrictions, firewalls and admin access that I'm not granted so that I can't perform the fairly simple fix.

So instead, I call support, wait 20 minutes on hold, and get tier 1 support. I explain the issue and all of the steps I've already taken and what actually needs to be done, and that I only need them to do it simply because they have admin access and I don't. They then tell me, step by step, to do everything that I already said I had done while they mouth breathe at me on the phone. Then, when those things shockingly don't fix the problem when done all over again a second time, they escalate it to teir 2 and tell me I will get a call back.

So I sit on my thumb for 30 minutes to several hours. Then get a call back from a nerd who recognizes a fellow nerd as I explain literally everything all over again (because teir 1's notes are a single 5 word sentence like "user says the thing broke") and says "oh, yeah, you're right. We just need to do that. Here let me remote in and do that real quick. Done." And now my problem is fixed. Thanks, Austin, you're the best. Please can I have your direct line for the future, so I can skip this other nonsense? No? I get it, but damn.