The help desk agent, David, was very knowledgeable. I don’t think it would have been possible to diagnose the real problem without physical access to the machine, as the problem was with networking equipment external to the machine itself. We would never have figured out this problem on our own, and in fact, had spent the better part of an entire day troubleshooting it fruitlessly. Mike [the technician] explained that the ethernet connection was misconfigured, and that we now have the machine running wirelessly. Mike rescued this same machine last time from a different problem and has generally been a hero.