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The original was posted on /r/sysadmin by /u/Kurosanti on 2023-10-05 21:29:58.

Our client is a small government branch (5 employees) who receives hardware, helpdesk, and 0365 administration. Today we had an issue that had me stuck, and every sign pointed towards issues with the state-provided security certificate(s).

I took notes on the steps I had taken, as well as noted some weird things I noticed on the way. (At one point in the process a user’s name appeared whom no one recognized, and has never been employed at this location) About a notepad’s page worth of notes.

Left the notes on the user’s desktop and asked them to reach out to the state’s helpdesk and asked them to 3-way me in so that I can provide information, passwords, etc.

Get a call with the user and the helpdesk both on the line. State help desk was beyond rude and approaching useless. I got on the call and asked if they need Admin access, and the State help desk says “No, I’m honestly not even sure why you’re on this call”. I give him a rundown on which services we managed and he responds similarly, “I mean I’m not sure why you have ME on this call”

Me: “I left some documentation explaining the situation and the steps taken to resolve it, have you had a chance to look at those?”

Him: “No, it’s a software issue and we don’t touch that.”

Me: “Oh okay, do you have a list of the steps you’ve taken so I can compare it to mine and maybe find something that will help us solve this issue”

Him: "No… (silence)

Me: “Because after digging around I’m starting to think theirs some certificate issues, which it seems like are issued by you guys. Was just hoping you might have ran into this before.”(Has his department listed in error code)

Him: (silence)

Me: “Okay Janet, I think we can go ahead and end the call with Jared. Thanks for you time, Jared.”

If this were another business’s IT, I would simply go over their head. However since this is a State employee, I’m not really sure how to proceed in this situation or future situations like this that may come up.

Appreciate any insight from those who have run into these situations before.

State is Kentucky.