When It worked as a IT specialist (10 years of it) and a person had problems with their computer, the first thing I ask them was "what were they doing?". Put them on the defensive. Most of the time it was user error. Easily fixed. Made me look good to the bosses.
Since I have been gone (retired) nearly 6 years, may need a "Georgie" to come over to fix my problems when they develop.

(Actually have a son-in-law that is an IT guy for the local hospital who can help when I get stuck).