Ever sent a frantic email to your Help Desk, only to wonder where it disappears? How do they prioritize which issues to tackle first? And why does it feel like they don’t care about your sticky “E” key?

We chatted with a few IT pros to give you a behind-the-scenes peek.

1. They Can Guess Your Passwords (Because They’re Too Easy).

Not because they’re hacking you, but because you’ve made it obvious. “So many people still use things like ‘1234’ or their kid’s name as passwords,” says Laurie, an IT veteran from New York. Pro tip: Stop writing them on sticky notes hidden under your keyboard. Seriously.

2. Just Restart It, Please.

If you really want to save them some time, restart your computer before reaching out. It sounds cliché, but “a reboot fixes at least half of the issues,” says Lewis, an IT pro. And yes, closing one tab doesn’t count. Close the whole browser.

3. Sorry, But the Issue Might Be You.

“About half of the tickets we get are due to human error,” says Cris, who’s been in IT for six years. If your IT person starts using metaphors to explain something, you’ve been flagged as someone who doesn’t speak “computer.”

4. Your Boss? Yeah, They’re the Worst Offender.

You’d think the higher-ups would know how to use the tech they pay for, right? Not always. “I’ve seen execs who didn’t know how to reset their passwords,” says Michael, who worked IT at an ad agency. But, when the CEO’s laptop got run over by a truck, they still had to recover the data.

5. They Wish You’d Stick Up for Them.

Is your IT person a one-person show, swamped and running on fumes? They’re probably overwhelmed. It’s in everyone’s best interest to ask management for more help, says Tom Bridge, an IT expert. Burnout = mistakes, and that’s when systems break down.

6. Want Priority? Use These Magic Words.

If you want your issue fixed fast, tell them why it’s urgent. Deadlines, especially for top brass, will bump you up. Be honest, and give details like what you’ve tried so far (and, yes, mention if you’ve rebooted).

7. Printer Problems? They’re Last in Line.

Printer issues? They’re usually at the bottom of the IT to-do list because they’re often simple fixes. “We just give those tickets to the new guy,” says Keith. Sorry, printers are boring.

8. Be Nice – It Actually Helps.

Being nice to your IT person will definitely move you up the queue. Laurie admits that grumpy coworkers might get their tickets pushed back. And yes, sometimes bribes work. Candy and Mountain Dew have saved the day more than once.

9. They Know When You’re Lying.

If you drop your phone down the stairs (again) or spill coffee on your keyboard, just be honest. They’ve seen worse. “I’ve seen laptops ruined by everything from smoothies to corned beef and cabbage,” says Cris. Just tell the truth, and they’ll fix it faster.

10. PSA: Stop Watching Porn at Work.

IT knows. In fact, they might know more about your browsing habits than anyone else. It’s their job to monitor for suspicious activity, so consider this a friendly reminder to avoid those sites on company time.

11. They Could Read Your Emails, But They Don’t Want To.

Yes, technically, they could read your work emails if asked by management. But honestly? They don’t have time, nor do they care. Just assume anything you do on your work computer can be seen by someone else and you’ll be fine.

12. They’re Probably Googling the Solution.

IT pros are expert Googlers. “The reason we know more about computers is because we’re just better at finding stuff online,” jokes Mark. They’ve probably been to the 35th page of a Google search looking for answers. So, don’t feel bad about not knowing everything.