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I told them I would check the boot log, then reset the TCP/IP stack, and then if all else failed, do a reinstall of the OS over the existing OS Less

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Empathy, patience and consistency.

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I replied that I would reach out to my colleages around me and/or other people in the organization to find an answer. Or if that didn't work, or wasn't possible, just tell the customer that I don't have it right away, but I will get back to them as soon as I do. Less

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Empathy and patience are key to dealing with frustration. If they feel you are on their side they're more likely to think the entire IT team is trying to help them. Less

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I bent down and tied my shoe. As I was going through the process, I told the team leader what I was doing as I was doing it. This question may seem silly, but it says a lot about your ability to communicate troubleshooting steps to your callers. You will have to go into detail when troubleshooting a caller's problem. Less

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There are several questions to ask the customer starting with 'when was the last time you could access this resource? what has changed since then? I would also trying pinging the IP address or perhaps doing an nslookup to see if it might be DNS related problem etc... Less

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Verify power and hardware connectors, then check for Sleep Mode Rename | Delete "normal.dot" file, the relaunch Word Less

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This should not matter. Treat it as a "red flag" that may indicate prejudice or a tolerance unprofessional behavior. Less

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A group of individuals working together for the common good of the company. Goals being set and accomplished, by each, doing their best together. Less