In today’s tech-driven workplace, employees are increasingly becoming their own IT departments—at least for the small stuff. A new survey from the managed IT services company Sagiss reveals how the evolving digital landscape has reshaped employee relationships with IT teams. While many workers feel empowered to handle basic technical problems independently, IT professionals are gaining recognition for their critical strategic contributions to organizational success.
The 2024 Sagiss IT Perceptions Survey, conducted using the third-party platform Pollfish, polled 585 U.S. workers about their perceptions of IT professionals. The findings shed light on a growing tension: while employees have taken on a DIY approach to troubleshooting, they continue to see IT as a vital part of their workplace ecosystem.
DIY IT: The First Line of Defense
The survey found that 79% of respondents default to fixing tech issues themselves, a figure that highlights the increasing technological competence of the average worker. Many employees feel a certain obligation to solve problems independently; 63% reported sensing an unspoken expectation to try troubleshooting before contacting IT.
This trend is likely fueled by the rise of remote work. With fewer opportunities for in-person IT support, employees often rely on their own problem-solving skills to avoid delays. The result is a workforce that sees itself as an unofficial extension of the IT team, at least for basic fixes.
But while the self-reliance trend is on the rise, the survey reveals it hasn’t diminished the importance employees place on IT teams. Nearly 90% of respondents acknowledged IT as “very important” or “essential” to their organization’s success.
The Persistent Shadow of Stereotypes
Despite IT’s growing prominence, some stereotypes about the profession remain stubbornly intact. According to the survey, 41% of employees described IT workers as “socially awkward,” while 37% said IT professionals “fix things but never explain how.” Even the classic phrase, “Have you tried restarting it?” remains the most expected response when employees reach out for help.
These clichés have long defined the public perception of IT. However, there are signs that attitudes are shifting. More than half of respondents (55%) said their views of IT professionals have improved over the past few years. The change reflects an increasing awareness of IT’s broader contributions to workplace success—especially in areas like cybersecurity and digital transformation.
From Fixers to Strategists
“The cliché of IT being just about fixes is outdated,” said Travis Springer, president of Sagiss. “Today’s IT professionals are critical to a company’s strategy, blending technical knowledge with insights that help drive growth and security. The stereotype doesn’t capture the full story anymore.”
Indeed, the survey results suggest that employees are beginning to see IT as more than a repair crew. A majority (59%) identified data protection and cybersecurity as the most critical contributions IT makes to their organization. With data breaches and cyberattacks becoming increasingly common, IT’s role as a guardian of sensitive information has never been more crucial.
Springer noted that IT’s responsibilities have expanded significantly in recent years. “Their role has shifted from repair and replace to strategic enabler,” he said. “They’re not just keeping the lights on—they’re determining how the business operates and stays competitive.”
IT in the Remote Work Era
The shift to hybrid and remote work has only amplified IT’s importance. Workers now rely on IT teams to maintain secure and efficient systems across geographically dispersed teams. At the same time, remote work has forced employees to take on more responsibility for managing their own technology, from resetting routers to updating software.
This dual dynamic—greater self-reliance among employees and greater strategic importance for IT teams—highlights the evolving relationship between workers and IT. While employees are increasingly comfortable with troubleshooting, they still look to IT for support when it matters most.
Breaking Down Barriers
For organizations, the survey findings point to an opportunity to redefine how they empower IT teams. By fostering stronger collaboration and communication, businesses can break down lingering stereotypes and help employees see IT as a strategic partner rather than a last resort.
Springer emphasized the human side of IT, which is often overlooked. “The comedic image of IT as socially awkward techies is reductive,” he said. “These are professionals who are not only solving problems but also shaping the future of how businesses operate.”
A New Chapter for IT
The survey paints a picture of IT professionals in transition. They are moving from the shadows into the spotlight, shedding outdated stereotypes and gaining recognition as critical players in modern organizations.
Yet challenges remain. While many employees appreciate IT’s contributions, old biases persist, and the expectation of self-reliance can strain the relationship between workers and IT teams. To fully unlock IT’s potential, businesses must invest in resources and cultivate a culture that values IT’s strategic role.
As the workplace continues to evolve, one thing is clear: the IT team isn’t just the group you call when your screen freezes. They’re an indispensable part of the company’s success story—whether or not anyone tries restarting it first.
