having worked IT support over the years, this guy seems like one of the many good ones I got to work with - just trying to help people and provide some mental / psychological support to often stressed and distraught people

I think that's probably the part of the job I really enjoyed, helping someone get past a roadblock or solve a problem that they had been banging their head against

the actual ticket tracking alienating stuff really sucks bad, but saving someone's project that they thought had been corrupted or whatever makes you feel like a super hero sometimes

and there's always the awkward downtime while you run updates or scans and such, so I'd often get to know folks over time via the small chats while waiting for some process to finish

they really should just call the position something like Tech Therapist