Know the steps to take in troubleshooting computers. First identify the problem. Then establish a theory of probable cause, test your theory, establish a plan of action to resolve the problem, verify full system functionality, and finally, document your findings.

Understand how to talk to the customer. Questions should be nonaccusatory and neutral in tone. Seek to understand what happened, but be careful to not blame the users because they may become defensive and not give you the information you need to solve the problem.

Know how to create restore points. Restore points in Windows 7, Vista, and XP are created through the System Restore utility and the System Protection tab.