Technological support for computers can be of help only if the user knows and understands at least enough to make use of it. It is very common to see many people at a loss when their computers fail to function as usual, being equipped with no knowledge beyond opening and closing it. Suitable solutions would require supplying the correct information when needed.
Tracking down and diagnosing hardware problems is better resolved when the user knows where to look for what tech support needs to know. This is especially so since it is not always practical to physically bring one’s computer system for repair. Troubleshooting at one’s own workplace or home is always preferable whenever possible.