Need Tech Support? Some Tips
I started working in IT support right after Windows 95 was released. Iāve worked in manufacturing health care, banking and insurance, but primarily in K-12 and higher education. In some way or another, Iāve always been involved in end-user support. Currently I have a relatively low stress job at a well-run private university where the relationship between the IT department and the faculty, staff and students is pretty good.
Almost every adult in 2024 has experienced technical difficulties that required them to call tech support, whether itās the help desk at your job, your Internet service provider or the manufacturer of your cell phone. Iām not immune to this. I switched ISPs last year and my new setup didnāt work when I followed the directions. It was frustrating, but I wanted to solve the problem, so I called.
I promise you that if you follow the steps below, your technology problems will get solved faster and with better results than if you donāt. And, trust me, Iām sure youāve dealt with some incompetent or mean or unfriendly tech support folks in the past. I get it. Thatās out of your control. What is in your control is how you react. Donāt act aggrieved or victimized. Be solution oriented and things will work out better.
- Restart your computer. Seriously. This solves many, many problems. Do this even if you donāt think it will help.
- Answer all the questions you are asked truthfully. Donāt say you restarted you computer if you actually didnāt.
- Remember that the person on the other end of the phone almost always wants to solve your problem too. They are not the cause of your problem. Technology is complicated and finnicky and sometimes things donāt work. Thatās the price we pay to live in the 21st century.
- Obey the Golden Rule. Talk to the person on the other end of the phone like you would want to be spoken to.
- If you are calling because you got an error message, know what the error message said and be able to relay that information to tech support. Donāt just say āI got an error
- Be prepared to tell tech support what you were doing when the problem occurred. (e.g., What program were you using? What other programs were open? Did the computer make any sounds?)
- If this is a reoccurring problem, how long has it been happening and what was your reason for not reporting it sooner? (Did you have a solution to the problem that no longer works?)
- Can you reproduce the issue or is it intermittent? If you can reproduce the issue, know what exact steps you took before the problem surfaced. (Keep in mind that intermittent problems are among the most difficult to resolve because of the difficulty in determining if the issue is fixed)
- What have you tried on you own to solve the problem? (Not that you have to solve your own issue, but it doesnāt hurt to Google it. It might be something simple that can save you a call.)
- Be familiar enough with the tools you use to know what operating system your computer uses and (especially if you are on a corporate network) what the name of your computer is.
- Do your best within your abilities to describe the issue. Itās not cute to use language like āthingyā or ādoohickeyā. If you donāt have the IT vocabulary to explain an issue, thereās nothing you can do about that. Just use plain language and youāll be moving towards a solution.
- If you are having a problem with something online, try to know if your computer is wireless (bonus points if you know the name of the Wi-Fi network) or if it is connected to a network through a cable.
- Only call for help if you have the time to work through the problem. Don't call five minutes before a meeting or quitting time.
Look, I understand technology is frustrating. Trust me. I do. My whole professional life has been spent fixing things that arenāt working as expected. But donāt be angry at the person who is there to help you. Thereās no need to tell them how many years youāve been using a computer or what high-speed tech job your kid has. Just work together, get the problem solved and then you can get back to work.
For Mac users who want to try solving their own problems, here are some resources.
Mac troubleshooting. Get tips on how to fix mac problems
Mac Basic Startup Troubleshooting Steps - Apple Community
macOS Basics: Troubleshooting Common Problems
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