Technical vs. People Skills in IT: Understanding the Difference Between Wants and Needs

As someone who works in IT, chances are you got into this field because you enjoy technology. The challenge of troubleshooting a problem, designing a network, or writing clean, efficient code is satisfying. Many of us in IT want to work with technology. It’s what excites us, keeps us engaged, and gives us a sense of accomplishment. But the reality is that we need to work with our fellow humans. It’s the difference of technical vs. people skills in IT.

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No matter how advanced your technical skills are, your ability to navigate human interactions will determine your long-term success. You might want to spend your days coding in silence, but if you need to explain a security protocol to a skeptical executive or help a frustrated user regain access to their system, your people skills become just as important as your technical expertise.

What Are Needs and Wants in IT?

At a fundamental level, needs are the things we must have to function effectively. In IT, that means stable networks, reliable hardware, and secure systems. More broadly, in our careers, we need to communicate well, understand others, and collaborate to achieve shared goals.

Wants, on the other hand, are preferences. We may want uninterrupted work time, complete control over our projects, or a workplace that runs smoothly without conflict. But those are often unrealistic in an environment where IT intersects with business operations and human expectations.

The disconnect between what we want (purely technical work) and what we need (strong interpersonal skills) often creates tension in IT careers. But when you learn to bridge that gap in IT,, you don’t just survive, you thrive.

The Five Principles of IT Customer Service

In The Compassionate Geek, I discuss the essential principles of IT customer service that help professionals balance their technical skills with the human side of IT. These principles are not just about external customer interactions; they also shape how we work with colleagues, managers, and other stakeholders.

1. Technical Competence

Your technical ability forms the foundation of your career. If you can’t solve problems efficiently and accurately, no amount of charisma will make up for it. However, competence alone isn’t enough—you must also communicate your expertise in a way that your fellow humans understand and trust.

2. Compassion

It’s easy to dismiss a user’s frustration when their issue seems trivial to you. But what’s trivial to you may be overwhelming to a non-technical person. Recognizing their frustration helps you approach the situation with patience and kindness. Showing compassion doesn’t mean indulging every complaint—it means acknowledging emotions and working toward a solution.

3. Empathy

Empathy allows you to step into the shoes of the people you support. Why does a user seem impatient? Maybe their deadline is looming, and they feel powerless without access to their files. Empathy doesn’t mean agreeing with someone—it means seeing the situation through their eyes and responding appropriately.

4. Good Listening Skills

A large part of IT work is detective work. Users don’t always explain their problems clearly, and it’s up to you to uncover what’s really going on. Listening carefully, asking clarifying questions, and reflecting back what you’ve heard helps you get to the root of the issue faster.

5. Treating Others with Dignity and Respect

Even when users don’t understand technology, they still deserve to be treated with respect. Rolling your eyes, using condescending language, or dismissing concerns will damage trust. Treating others with dignity doesn’t just create a better work environment—it also makes your job easier because people will be more willing to work with you, not against you.

Needs vs. Wants in IT Work: Common Scenarios

Here are three scenarios illustrating the difference between technical vs. people skills in IT

Scenario 1: The Technician Who Wants to Work Alone

You enjoy the problem-solving aspects of IT but dread customer interactions. You’d rather work behind the scenes fixing systems than explain solutions to non-technical users. While you may want to minimize human interaction, you need communication skills to be effective in your role. The ability to explain technical concepts to non-technical people makes you more valuable and opens doors for career growth.

Scenario 2: The User Who Wants the Latest Tech

A department head insists they need brand-new high-end laptops for their team. You know that their existing machines are more than sufficient for their work. Their want is based on perception rather than necessity. Your job is to explain why their current setup meets their actual needs while still making them feel heard, valued, and respected. (Nobody says this is easy, but it’s very important.)

Scenario 3: The IT Leader Who Wants Control Over Every Decision

As an IT manager, you may want complete authority over technology decisions. But you need buy-in from executives, finance teams, and end-users. Without it, your best ideas may never be implemented. Understanding this need for collaboration helps you build influence rather than resistance.

How to Balance Technical vs. People skills in IT

1. Recognize That People Are Part of the Job

The sooner you accept that working in IT means working with people, the easier your job becomes. Instead of seeing user interactions as interruptions, view them as part of your core responsibilities.

2. Reframe the Way You See Communication

If you approach every conversation as a battle, you’ll always feel like you’re fighting against users. Instead, see each interaction as an opportunity to build trust and make your job easier in the long run.

3. Use the 5 Principles to Guide Your Approach

Applying technical competence, compassion, empathy, listening, and respect will help you balance the technical and human sides of IT work. When users feel understood and supported, they’re more likely to cooperate, reducing friction in your day-to-day tasks.

4. Set Boundaries Without Dismissing Concerns

You don’t have to say yes to every request. Instead, help users understand the reasoning behind your decisions. If someone wants an expensive software upgrade, explain the limitations of their budget and offer an alternative that meets their actual needs. (Try to always have an alternative when you must say no to a request.)

5. Embrace the Reality of IT Work

The most successful IT professionals don’t just tolerate human interaction—they learn to excel at it. When you develop strong interpersonal skills, you stand out in a field where many people struggle with communication. The most successful IT pros know how to balance technical vs. people skills in IT. Over time, you’ll find that working with people isn’t just a necessity—it can also be one of the most rewarding aspects of your career.

Top 5 Takeaways

1. IT professionals often want to focus on technology but need strong people skills to succeed.
2. Needs are essential for function and efficiency, while wants are preferences that may not be practical.
3. The 5 principles of IT customer service—technical competence, compassion, empathy, good listening, and respect—help bridge the gap between technical work and human interaction.
4. Effective communication reduces frustration and builds trust with users and colleagues.
5. Accepting that IT work includes human interaction makes the job easier and more rewarding.

By shifting your mindset from resisting human interaction to embracing it, you set yourself apart as a well-rounded IT professional. Technology might be what drew you to this field. Your career success, however, depends on your ability to work with the people who rely on technology. Your want is to work with technology. Your need is to work successfully with humans.

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