We have someone on staff who handles the small stuff. Do you take that away from them?

Nearly every small business has one: the front desk person who knows how to clear a print queue, the office manager who resets passwords. They did not ask for the job, but they are usually good at it and they know your business better than any outsider will.

It can go either way. Some owners want everything off that person's plate so they can do the job they were actually hired for. Others want them keeping the quick things because walking ten feet is faster than calling anyone. We will set it up whichever way you want, give them access to our documentation so they are not guessing, and be clear about where their part stops and ours starts.

The one thing we will not do is leave them as the only person who knows how something works. That is a risk to you if they are out sick or move on, and documenting it is not a move against them.