When Technical Support Has Computer Issues

Who Are We Going To Call?

So my computer once again had a meltdown and it’s all f%$#ed up. So I thought I would share my routine of what happens when I have problems. Many people never really know what happens when someone from the help desk has a computer problem. Who do we ask for help? Who do we send a support ticket to? I’ll break down the five steps we (or at least I) take to resolve computer issues:

photo credit: theyoungthousands

1. We Try Everything Google Tells Us To Do

I googled a bunch of different phrases and found a bunch of different solutions. Of course, none of them helped me in any way, shape, or form. Not even the Microsoft page helped me resolve this thing. Not that this is surprising…

So my last resort was to try a system restore, which is supposed to “restore” your machine to a different time. It works 60% of the time. Everything appeared to work, until the machine rebooted to the login page. The PC stopped recognizing my USB mouse or keyboard. Which makes it tough to sign in.

Time for the next step…

2. We Ask For Help

Now is the time when most employees would look to their technical support staff. They would tell them their computer is smoking and it needs to be resolved ASAP. This works, unless of course, you are the technical support staff.
Considering I am the go-to person within the company for fixing these types of issues, there really isn’t much I can do as far as asking for help.

I asked one person what they thought, and they responded with “did you reboot?” I am pretty sure that was some sarcasm in my face for telling the same person this multiple times.

So instead of asking technical support employees for help, we look to forums on the internet. We post our problems in tons of different threads and just wait for the first response. That is, if your lucky enough to get one. I was unable to get any replies on what to try. This is most likely do to the fact that it is Friday and the majority of IT staff around the country are staring at the clock waiting to go home.

Grr, now what?

3. We Enjoy A Fresh Cold Beer

That’s right, at this point we say screw it and take our 2 hour lunch break. So I walked down to the local pizzeria, grabbed a slice of pizza and a ice cold draft beer. Mmm

It’s a nice way to relax, ponder life a bit, and then decide what’s easier: Finding a new job? Or trying to fix this damn computer? I decided with trying to fix it, mostly because I don’t feel like dressing up for a new job interview. Yuck

4. We Reformat The Fricken’ Thing

At this point, we just give up and take the cowards way out. Throw the operating system disc in, boot it up, and wipe the damn thing. There is no easier solution to a computer problem than completly reinstalling everything. I am writing this from a loaner laptop while I stare at my Windows XP install screen, which has said 34 minutes remaining for the last 13 minutes.

And if that doesn’t work…

5. We Order A New Computer

And last but not least, we end up ordering a new computer. It’s nice when you work in IT, and have access to the Dell website to order equipment. It’s pretty easy to say, well this computer is broke we need a new one. No one questions you when your the “tech guy.”

So I am thinking about getting a new, faster machine for my desk. That way I can multitask more efficiently, and get more work done on my blog.

PS. Have A Great Weekend!

Posted on: August 22nd, 2008

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