There's an XKCD for that.
But yeah, in IT I've heard so much shitting on EUs for not having "common sense".
- No one is born knowing this stuff.
- Most people have no need to know this stuff.
- If everyone knew this stuff you wouldn't have a job.
When I first started in desktop support, pretty much every one would apologize to me for asking for help.
I got the best feedback from the EUs, largely because I made it a point that it's cool to not know how to fix your issue and I'm here for the sole purpose of helping you.