Whether you're struggling with a slow computer, can't figure out your smartphone, or need someone to set up your new device, I'm here to bridge the gap between you and your technology.

Like many kids growing up in Moss Vale, I was always the one friends and family called when their computer wasn't working or they couldn't figure out some new gadget. Technology just made sense to me in a way that seemed to confuse everyone else.

After finishing school, I landed a job at Harvey Norman, thinking I'd be selling TVs and washing machines. Instead, I found myself constantly pulled aside by customers who were buying computers, tablets, and smartphones but had no idea how to actually use them.

I wanted to help people get the most out of their technology purchases, but the retail environment only allowed for quick sales transactions, not proper education and support. I felt frustrated watching customers leave the store with expensive devices they couldn't properly use. I knew they'd go home, struggle, and potentially give up on technology that could genuinely improve their lives.

The moment everything changed came during a particularly busy Saturday at Harvey Norman. An elderly gentleman had come in to buy an iPad because his daughter said it would help him stay in touch with his grandchildren overseas. After the sale, he asked me to show him how to use it.

I spent 15 minutes giving him a quick overview, but I could see the panic in his eyes. He was overwhelmed, trying to take notes on a piece of paper, asking me to repeat everything twice. My manager came over and reminded me I had other customers waiting.

I watched this man walk out with a $600 device he was terrified to use, and I realised the system was completely broken. We were selling people technology but abandoning them the moment they needed to actually live with it.

That evening, I couldn't stop thinking about that customer. I realised that the real value wasn't in selling the device – it was in helping people confidently use it. There was a massive gap between "here's your new iPad" and "now you can video call your grandchildren every week."

I discovered that what people really needed wasn't just IT support when things went wrong – they needed patient, personalised training that met them where they were, without judgement or technical jargon.

So I started small. I began offering to help Harvey Norman customers after hours, meeting them at their homes to properly set up their devices and teach them how to use them. Word spread quickly through Moss Vale's tight-knit community.

Within months, I had a steady stream of locals asking for help. I developed a systematic approach:

• Start with what the person actually wants to achieve

• Break everything down into simple, manageable steps

• Provide written guides they could reference later

• Always check that they felt confident before leaving

The hardest part was taking the leap from a secure retail job to starting my own business. There were sleepless nights wondering if I could make it work, learning about business insurance, setting up proper systems, and building trust in the community.

I also had to overcome my own assumptions about what people needed. Early on, I focussed too much on technical solutions when what people really wanted was patience, clear communication, and the confidence that they wouldn't "break anything."

The point of no return came when I realised I was turning down more evening appointments than I could accept while still working full-time at Harvey Norman.

Today, I run a thriving IT support business serving the Southern Highlands community. I've helped hundreds of locals not just fix their technology problems, but develop genuine confidence with their devices.

I've built a business that operates the way technology support should work – patient, personalised, and focussed on empowering people rather than making them feel inadequate.

What makes the difference? My customers experience a complete shift in their relationship with technology. They go from feeling intimidated and frustrated to becoming confident users who can:

• Video call family members with ease

• Safely manage their online banking

• Take and share photos without worry

• Troubleshoot simple problems themselves

• Actually enjoy using their devices instead of fearing them

The real transformation isn't just technical – it's emotional. People stop seeing technology as the enemy and start seeing it as a tool that connects them to the people and activities they love.

If you're tired of feeling frustrated with your technology, if you want to actually use all those features you paid for, or if you just need someone patient to help you get started – I'm here to help.

Book a consultation today and discover how technology can work for you instead of against you.

Josh Sloss has been serving the Moss Vale and Southern Highlands community for over 10 years years, helping locals bridge the gap between buying technology and confidently using it. He specialises in patient, jargon-free training and support for people of all ages and technical skill levels.