In my experience with IT they already have the solution before they have done any troubleshooting. They apply their solution, and when it doesn't solve the problem they are at a loss as what to do next. Also they apply so much unnessesary security that nobody can go in and do anything. They blame everyone except themselves when there is a problem.
I am a copier tech and when I make a mistake I admit it and solve the problem, not rant about "who has been f%$&ing with MY network" I try to go in to a call with an open mind as to what the problem is, do some simple troubleshooting and then solve the problem.
As previously stated they are generally arrogant, and they try to intimidate people with their fancy accromyms and double talk.
I realize I am generalizing but this has been my experience.
I appologise if I have offended anyone.