This is such a good observation. We all assumed the "digital natives" generation was going to be able to just be hacker-level familiar with technology. And for those who grew up with just PCs, it's probably true. But the "smartphone native" generation followed so quickly it changed the learning patterns. They understand tech generally and specific apps, but get lost with troubleshooting general problems because computers became appliances.
Scary to think but...Are the same young people who a decade ago were tech support for their parents and grandparents going to have to also do it for their adult children and grandchildren?