Why it's so hard finding good I.T. support
I want to start off by apologizing to anyone this might offend and acknowledging this will be taken the wrong way by some, but I'm going to speak bluntly.
The answer is actually quite simple. I.T. support and computer repair is most people's first tech related job and merely a jumping off point before they find what area of I.T. they want to pursue. Home/small-business computer repair is actually looked down on by a lot of I.T. professionals. It's the equivalent of working at a Jiffy Lube in the eyes of an automotive engineer. It doesn't help that one stereotype of "computer geeks" is true for many of us; they simply don't like working with people, especially end-users. It's important to note this isn't necessarily a negative character trait. The anti-social nature of computers is exactly how many of them got so good in the first place, and it's the reason some people can sit and code for 8 hours at a time without taking a break. Without that personality type, we wouldn't have a lot of the technology we enjoy on a daily basis.
Ask the next computer repair tech you run into how long they've been doing this, and unless they own their own business, the answer will be less than 5 years. One downside of this reality is that it leads a lot of people to have bad experiences with I.T. support and the techs responsible for providing it. Most of them are still learning, the good ones typically move on to something else, and almost all of them have a hard time working with people. If computers, I.T., and technology in general aren't your passion, won't be able to provide the best service possible. This is a field that changes on a daily basis and requires daily research and learning. You truly have to love it.
Where I fit in
So why am I still in this field? Didn't I just say that people typically move onto something bigger and better when they acquire the skills to do so? The truth is, I love the social aspect and ability to directly work with people. It's where my passion comes from. I love using technology to address problems and make peoples lives better. I can't explain how amazing it feels to see the stress and anger melt away from someone's face when you solve a tech related problem they've been dealing with for years, and that part of the job typically goes away when you begin working with a large company. I went back to school and acquired all of my tech and cyber security related certifications because I want to provide genuinely unparalleled service. I'm sure that sounds corny to a lot of people, but it's a big deal to me. Service industries have so many negative stigmas attached to them, and there's no excuse for that. I believe people truly want quality over the lowest possible price, and they'll gladly pay when they get the kind of service they deserve and expect.
In fact, if you promise not to tell anyone I'll let you in on a little secret: I love this work so much, I'd do it for free.