Once upon a time, IT workers were the mysterious figures lurking in server rooms, their social awkwardness rivaled only by their ability to fix things you didn’t even know were broken. Today, that image is changing—or at least evolving. The modern IT professional is emerging as a strategic powerhouse, essential to the success of organizations navigating an increasingly digital world.
But some things haven’t changed. According to the 2024 Sagiss IT Perceptions Survey, “Have you tried restarting it?” remains the unofficial anthem of IT support. And while employees have become more tech-savvy, many still hesitate to call IT before attempting to solve issues themselves—sometimes because they feel they’re expected to.
DIY IT: The New First Line of Defense
Call it empowerment or just sheer necessity, but today’s workers aren’t waiting for IT to swoop in like knights with USB swords. Instead, 79% of respondents said their first instinct is to troubleshoot tech problems on their own.
For many, this instinct stems from an unspoken workplace rule: 63% believe there’s an expectation that they’ll at least attempt a solution before reaching out.
Remote work has only amplified this DIY ethos. Whether it’s fiddling with router settings or googling error codes, workers feel increasingly responsible for their own IT fixes. It’s as if they’ve been drafted into the IT team—unofficially, of course.
“You’re basically your own IT help desk until proven otherwise,” one survey participant quipped.
The Stereotypes: Still Awkward, But Improving
Let’s talk about the elephant in the server room: the lingering stereotypes about IT professionals. 41% of respondents described IT workers as socially awkward, while 37% said they’re always fixing things but never explaining how.
And yet, perceptions are softening. Over half of respondents believe these stereotypes are outdated, and 55% said their view of IT professionals has improved in recent years.
“People are beginning to see past the clichés,” said Travis Springer, president of Sagiss Managed IT Services. “IT isn’t just about fixing things—it’s about strategy, adaptability, and keeping organizations running smoothly in a digital-first world.”
The Power of “Have You Tried Restarting It?”
Let’s face it: no one escapes the dreaded restart question. It’s the IT version of a reflex, a line so ingrained it’s practically on the company letterhead. More than half of workers said they expect to hear it when they call for help.
But here’s the twist—it works.
“There’s comfort in the classics,” one respondent said. “If anything, it shows how much IT has mastered the basics before moving on to the complicated stuff.”
IT’s Rising Star
Stereotypes aside, one thing is clear: the importance of IT has never been more universally recognized. 86% of respondents believe IT is either “very important” or “essential” to their organization’s success.
It’s not just about troubleshooting anymore. Today’s IT professionals are key players in strategic decisions, particularly in areas like data security. 59% of respondents identified protecting company data as IT’s most critical role.
“IT has evolved far beyond the repair-and-replace model,” Springer noted. “Now, they’re central to how organizations operate, from safeguarding sensitive information to shaping the digital strategies that drive growth.”
The Human Side of IT
Behind the screens and cables are people—not just tech wizards, but team players navigating the same workplace dynamics as everyone else.
“Managed IT services clients know that IT professionals are integral to their company’s growth and success, blending technical knowledge with strategic insights,” Springer said. “It’s time to move past the clichés and see the human side of IT—adaptive, essential, and constantly evolving to meet the demands of the modern workplace.”
As the survey shows, workers are getting the message. Whether they’re restarting their laptops or building bridges across departments, IT teams are proving that their role is more vital—and more human—than ever before.