[JBlue42]

+1 to this and some other comments below. Our combination call/field technicians are actually quite experienced for help desk (min. 4-5 years experience) but have been perpetually understaffed. We have to go through a staffing firm to hire people at low rate to fill those ranks and then people wonder why they don't do well.

Upper level IT management doesn't communicate with the team when large changes are made, and pretty much treat them disrespectfully, even though they have their fingers on the pulse of what's going wrong from the medical staff. There's also a lot of waste from poorly implemented/delayed projects (there are more PMs than IT staff to implement the projects). Definitely a frustrating and bureaucratic area to be in.