Spotlighting a Bit Player

Ever since I was a little girl and my parents took me downtown to see Mary Poppins, I have loved movies. I adore the entire movie-going experience -- everything from buying my movie food (sweets eaten only in a theater, usually Twizzlers or Sno-Caps) to choosing my seat to the anonymity-in-a-public-place sensation of sitting in the dark surrounded by strangers.

Since going to the movies is one of the enduring joys of my life, it makes sense that I'd see my life as a film. Starring me, of course. But then I get thinking of all the tiny character parts there would be. Like in The Godfather, there was Nino Ruggeri as "Mobster at the funeral with Barzini." You've seen The Godfather a million times, but admit it, you don't remember "Mobster at the funeral with Barzini," do you? Still, those who play these bit parts add to the texture and success of the film.

Likewise, my life wouldn't be the same life without my bit players. So today we're taking one from "Mobster at the funeral with Barzini"-style obscurity and making him a star.

And that would be Joe from The Help Desk.

I use this company-owned laptop for a lot of personal business. Like playing Pogo while watching TV at home. I love this laptop. Last night my modem simply would not connect. I was at wit's end, imagining my Pogo scores for the week dipping into the gutter. Then this morning, when I got into the office, I was unable to log onto my Lotus Notes. Without the Internet, this job has even less meaning than it normally does. So I called Joe from the Help Desk.

That's actually not what we're supposed to do when we have a computer problem here. We're supposed to call the Help Desk's main number, leave a brief explanation of our problem on voicemail, and then wait to be called back. Then a random Help Desk wizard will ask for more detail and open a job ticket. When your job ticket moves to the front of the line, your problem will be addressed. It's all very fair: each problem is addressed in the order in which it is received.

That would be OK if we were all created equal. But we aren't. This is the story of my life, which means I'm the star. So I call Joe directly.

Joe and I got to know each other when I got my iPod and he had to keep initializing each iTunes upgrade for me. We first met when I followed procedure, and quickly discovered that while some Help Desk wizards find my asking for iTunes help annoying when there is agency business to address, Joe found my complete audacity charming. So now I go to him directly.

Today I didn't even have to bring my laptop to him. He made a housecall. I think he just wanted to stretch his legs. He's wearing gauze and tape on his thumb, so I solicitously asked him about it. Help Desk guys don't get fussed over or flirted with much, and let's face it, fussing and flirting is one of the benefits of working in a big office.

He fixed my modem issues in no time and didn't make me feel stupid for doing whatever it was I did that screwed up the settings. So here's to you, Joe. You're pleasant, you're nice, you're very capable, and you're one of the bit players in my life story that made this rainy Wednesday suck a little less. Your leading lady thanks you, Joe from the Help Desk.