I do support for a major bank here in Dallas. It's scary to think these are the people who are handling money and loans.

I haven't done tech support in 20+ years. I'm customer service and all inside office staff for four small plastics companies. Dealing with the general public leaves me banging my head on the desk, but dealing with home office and shipping / manufacturing out of California leaves me wanting to commit murder. Their favorite line is "That's not part of my job description" or the beloved silence when you need an answer to a question. Not a "received" or "working on it" but a silence for days. If I do call and manage to get ahold of someone, it's an inconvenience that I dare interrupt their busy day and "I'm WORKING ON IT! Give me time!" it's been a week and the customer's calling every day and yelling at me.

The boss is retired navy and keeps on trying to get me to move out there and actually be in the office. Not a snowball's chance in hades.

wife-This computer is really slow
me-Let me look at the processes running
me-Why are four copies of word, three copies of Firefox and two Chrome running?
wife-It didn't load so I clicked them again
me-Ok. You're right. The computer is really slow.

I just got off of a 90 minute call. They send some people to work from home. They have them a laptop, 2 monitors, a bunch of cables and one of the new C docking stations. They give them no instructions at all. Then we get the call from someone who is totally not tech and have to walk them through setting it up. Oh, and we never received any documentation either

Sounds exciting. I’d slit my wrists if I had a job like that.

I am almost to that point

Your problem is not your users - they don't get paid to know what you know or be technical. If they did, you'd be out of a job.
Your problem, from your examples, is your management. They are planning to fail. Both of your examples, my team has written instructions with pictures to give to users. And users that do call, we refer them to the documentation.

Good luck.

Well stated!

You're telling me they cannot hook up a docking station and monitors? Seriously? All the wires have unique terminal ends. Plug every wire into a hole that it fits and then power up.

Yes, That is what I am telling you

Probably Dell Monitors and a HDMI on the dock and normal HDMI to DP cables. DP is evil.

I retired from IT management three years ago. What I miss -

Job security!

Oh the PIA stuff I dealt with today...
Company A hires companies B,C, and D.
Company A tells company D they want 500 units a day.
Then company C transports those units to company B.
Company B tells company C they want the units in increments of 47.
Meanwhile, company A has instructed company D to send increments of 50.
Company C complains to company D, "hey, we can only take 47 units at a time."
Company D says, "hey, company A said to send 50."
Meanwhile, company B tells company C that they will find another supplier if company C can't bring 47 units each time. Guess which company I'm with?

Sure am glad I am retired, this discussion really makes we feel old. I remember when they sent me and some others to a junior college to learn DOS and EDLIN. My how times have changed.