I think what you will usually see as you work your way through the different layers of IT, is that IT workers on the lower rungs, especially help desk, have to deal with all of the irritating IT requests. The guys towards the top usually don't have to deal with end users, because whatever comes to them is filtered on the lower levels. I'm not saying that there aren't incompetent IT workers, just that you should realize that a lot of IT requests are mind-numbingly stupid.