Tech support has a computer in front of them that tells them what questions to ask and then gives them a solution or solutions to try.
I am trained as a Computer Network Specialist but do not work in the field!
I freelance a bit working on PCs by referral
EDIT: EEEEWWWWWWW! I do not like Vista one bit. I like my 3 year old HP with Windoze XP on it