But consider the number of times you've used systems and libraries that you do not understand beyond the subset of its API that interests you. I do not understand the details of my computer's microprocessor's architecture, yet through several layers of abstraction it is a useful tool for me to get my job done.
There are other systems, too, like processed food. Traffic control. The power grid. The military-industrial complex. Whole industries have their internal workings abstracted out but for the tiny intersection between them and our individual lives.
Sometimes the guy who's using the jQuery library is, say, running a startup that has other, more pressing priorities, and has no time to learn anything beyond .ajax() and .append() .
So while your specific example makes sense, I don't think the point you are trying to get across is extrapolatable beyond it.
I think this is a failure of education. As the author points out, learning MS Office shouldn't be the first step, learning the principles of technical problem solving should be. That most computers operate the same way regardless of what they look like, and that you can draw inferences about what's wrong, and where to make changes. It seems like drilling in 'try a few things and then google for it' (as we all do) would help a lot.
Certainly unwillingness to teach can be a problem, but I think often it's born from the experience of solving the same problem for the same person many times over, and seeing their unwillingness to learn. </huge_generalization>