IT help person is a non-technical person reading suggestions for you off a script based on what issues they enter in. Nobody on either side knows what they're doing.

I go one step further, when I make a ticket I list all the things I’ve tried first up so they don’t have to waste a lot of time with investigation and pulling info out of me. Also helps if you do step by steps to help reproduce a problem but that can be harder when crunched for time and they just never get to the ticket that fast anyways.