IT Troubleshooting, Slowly becoming a lost skill?

Speaker: jeffrey wood
Company: Samaritan Medical Center
Track: Lifecycle of IT Employees
Day: Friday
Room: Cayuga
Time: 9:45 - 10:30

Is IT troubleshooting slowly becoming a lost skill? What can we do as IT leaders to coach, train and empower our staff to be better troubleshooters of the myriad of problems what we face each and every day?


As years have gone by I have been fortunate to have worked with hundreds of IT professionals from all levels during my career. I have observed how people approach the myriad of problems that come into our inboxes daily. One does not have to look far to see examples of troubleshooting gone wrong.


Troubleshooting any problem, whether it is a hardware failure, software issue, a car making a funky noise, or your furnace has stopped blowing hot air all require the same skill set from the troubleshooter.


Some of the attributes that can be applicable to a good troubleshooter include: tenacity, patience, open-mindedness, logic, critical thinking skills, and persistence. Of course, experience is important and will help a troubleshooter get to the root cause faster in some cases, but it is not always the most important attribute a good troubleshooter has in their bag of tricks.

For a summary of this topic refer to my linked-in article:


This presentation would review the challenges of the IT professional when it comes to troubleshooting problems, and what techniques and skills we should be training our staff in order for them to solve them quicker and more accurately.

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We have come to NY Tech Summit for four years now and my team and I get a good variety of technical, business, and strategic sessions to complement our work objectives. I like that there is a balance of end users, consultants, and vendors to present and facilitate the sessions. The interaction is candid and engaging, but not a sales pitch. Being a regional conference helps, it is the right amount of time and location for a couple days to reenergize my team and refocus on our objectives. There seems to be quite a bit of peer discussion with a smaller conference, which I like.

- Randy
Director of IT