IT Problems Aren't Real
A lot of IT is just emotional support. There isn't particularly a lot you can do if your users are stuck using old, legacy software. The bitrot has set in and, for whatever magical reason, your user's program is going to work slower and have more bugs as time goes on.
So what do you do? You pick up the phone. You remote in. You do the equivalent of kissing boo boos. Once their boo boos are "all better" (are they ever really?) you run a bunch of updates, because they are always fucking updates, and these updates may either make things better or worse, depending on your luck.
Because IT is just RNG. Sometimes things work out, sometimes they don't. You can train yoyr stats (get better at fixing stuff) but there's always a heavy element of luck ans circumstances that you have no control over. It's a slot machine. Its a people game. It's anything but technical.
Software is just a glob of different dependencies and random code put together. You have to hope it works. But when your add on suite for Word is just a bunch of macros from 2 decades ago and the author (who is retired) won't give you the password to view the source VBA code and your org is stuck using the 32bit versions of the Office suite to accommodate this old ass codebase, you can only really hope for the best.