I have found the opposite to be true. If I push them to invest and understand, they are more likely to fix their own problems. I play tech support very infrequently and usually it's just initial onboarding - "Hey, how do I watch movies?"

My users can reset their own passwords, reboot devices, and some of them can even restart stuff on the server.

There's a dashboard with all of our links, so I don't get the "What's the url for..." stuff.

I keep quick docs in the family notes.

Usually my only problem makers are game servers since those are always a bit less than stable once loaded up with mods.