I may be biased as I spent a lot of time in helpdesk, but I think many of the problems most users and admins face could be easily avoided with education. An anti-virus is only good when paired with safe computer practices. Knowing about an IP address in the most basic sense (I'm not expecting subnetting here or knowing what an APIPA address is) allows many problems to be resolved in a few minutes. It should be expected when you drop off your car at the mechanic to say "the brakes squeak" or "It's making a click-clank-clank sound" instead of "it's broke, fix it." IT shouldn't have to jump through hoops to find out the user deleted system32 because they needed more space.
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