Pilot fish is the IT site manager for a small paper mill where he’s responsible for supporting most of the users.

But it’s complicated. “We use a second-party truck-management company,” fish says. “And they have an outside company that supports their IT needs remotely.”

And because the truck-management people have to be right on site, that means fish is responsible for the network, but the outsourcer handles support for some of the network’s users.

And that’s who gets the call when the truck-management users have a problem scanning images from a multifunction printer/scanner and uploading them to a website.

Outsourcer’s tech can't solve the problem, but he comes up with a workaround: He tells one user to attach the printer/scanner directly to his laptop using a USB cable.

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