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Question:

What would you tell Michael, a new employee at your company's IT help desk if you have been tasked by your boss to train Michael to be one of the best system administrators on the team, he has been reading business best practices paperwork and asks you what the first step in standard troubleshooting theory would be.

A Identify the problem.
Explaination

Identify the actual problem is always good. This will make sure you are not wasting time troubleshooting something that was not the actual reported problem. To establish a solid base understanding, do this by first asking clarification questions