That's the super-user syndrome. They know enough to get themselves into a bind but not enough to get themselves out. It's difficult just trying to get an accurate description of the problem because they lace the description with theories about what the cause is.

"Please just describe the problem and, if possible, how you reproduce it. No, just describe the problem. What's happening when you press the button? No, just the problem! Not what you think is causing it."

It's a conundrum because good super-users can help less technical people in their groups. But, their issues tend to take more time to unravel.