"As you're probably aware, every IT issue is unique, but the process for resolving them is similar. The first thing I do is query the user about the nature of the issue and what they are experiencing. Based on some general questions, I can narrow the issue down and ask specific questions that will help me identify the root cause of the problem. Once I feel comfortable that I am aware of the issue, I begin walking the end-user through steps to help resolve it. If necessary, I remotely log into their system to learn more about the problem or issue commands to help resolve it. If I determine that I cannot resolve the issue in a reasonable amount of time, I open a trouble ticket, take steps to replace the user's system with something temporary, then schedule a time to exchange the system. This gets the user back to productivity and enables either another technician or me to work on the system in the shop."