Today’s episode answers listener feedback and explains the basics of problem solving.
You can send feedback and ideas for future episodes to [email protected]

Listener Q&A

Example degree

AAS Computer Information Systems

Computer User Support Specialist
25k – 40k


Lab Equipment Cost

DL360 G7, 8 Cores, 32GB – $220
DL360E G8, 16 Cores, 32GB – $320






Today’s Show

The Basics of Problem Solving

Users report symptoms not problems
Break/Fix

Verify the issue

Can it be reproduced?
Other users affected?


Is a work around available?
Printer example

User reports unable to print

Where are you?
Which printer?
When did this happen?
When did you last print successfully?
What are you printing?
How urgently do you need it printed?

Try another printer as a quick workaround
Offer to print it for them if urgent


Can you get online?
Printer Testing

Check if printer is online
Check supplies / Status
Check print server
Test print from another computer


PC Testing

Network connection
Correct printer selected?
Default printer correct?
Correct driver?
Print spooler service restart
Computer restart
Printer port correct






Feature or Project Request

Define the requirements and scope
Validate resolution path

Training on deployed solution

User already has the ability to do what they are requesting


Deploy standard solution

The requirements fit an existing solution already deployed to others
Manager approval required


Investigate and deploy new solution

Validate the request by user’s manager
Research candidates that meet requirements and scope
Demo top candidate, include business community as needed
Management approval
Deploy solution






Final Thoughts

User Training

Users have less issues when they are properly trained


Communication is key

Especially if a problem will take some time to resolve

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