Even speaking as IT, “I can feel your pain” — working often from home as today, my own account gets locked out due to comm glitches, and I have to go through hoops (or is it halos ;) to get a senior Admin to release it.
In ye olde dayes, when staff came to my desk with an issue I would be able to ensorcell them with garrulous technical B.S. but now most seem to know more than I do...
i think our IT dept works from home also, bc i have had one or two tell me that. they can unlock, but not reset passwords, remotely. so i have to traipse down there for the re-set. i wrote down what i had changed it to, and put it in exactly and STILL it wouldn’t take it, thus the trip to the bowels of the building.