|I was an IT Technician before becoming a programmer.|
Worst job ever.
It would be good if not for users.
For OP question: there is seweral posiibilities:
1) We know what probably caused problem from its description. We confirm and fix it.
2) We don't know what caused problem, but can deduce from our knowledge and logic where to look and after some messing around fix it.
3) We do not know program problem happened with, area where problem liers or both. Then we just follow intuition. There is some subconcious logic, action eliminaion and we probably can explain reasons behind action we had taken, if asked immideatly after, but usually it looks like black magic to observer, especially if he knows about our incompetence in this field.
|What was you supposed to be doing?|
When I was working as one, I did everything requiring interaction with users or their PCs: building PCs, replacing parts, installing programs, fixing user-end problems and testing network cables.
Where I work now IT Techs does the same, aside from cables, + tech support
Also I want to note that term IT Tech is a very broad and covers different kinds of work.
Where I live we have narrower definition of one.
You might want to include Network Administrators and IT security to IT Techs