From my perspective in IT tech support, I didn't take any programming/coding classes, but for our CompTIA A+ preparation, we did learn the essential steps of tr

From my perspective in IT tech support, I didn't take any programming/coding classes, but for our CompTIA A+ preparation, we did learn the essential steps of troubleshooting any system. In fact, I prepared a custom presentation to demonstrate such a troubleshooting session as my final project. I thought that this troubleshooting process was indispensable to anyone at a Help Desk or in an IT Support role. Unfortunately, on the front lines you are usually not able to choose a course of action, but you must stick to a script. That is why Tech Support gets such a bad reputation for asking people to turn it off and back on again, to clear their cookies and cache, and other stupid busywork, because the Support rep needs to recite the script and follow it slavishly, rather than following an actual troubleshooting process, which takes intelligence, a lot of discernment, and usually a lot of cooperation from the user.