Lesson two: Do enough research. As a tech support person, do you subscribe to news feeds and blogs about the products you support? Do you spend time each day reading articles and books related to the products you support? Have you set up a virtual lab using VMWare, VirtualPC, or Xen so you can experiment and test your solutions before you offer them to your users? Knowledge is power and the more knowledge you have, the more you'll be empowered to delight your users with relevant, accurate solutions.
Why can't I find an tech support I.T site that talks to me in a language I can understand? Information Technology is a broad term; I'm just trying to get my printer to work!
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Don't start messing with every setting you find. Unless you know what they mean, changing settings only makes it harder to solve the original problem. You've probably got multiple problems now.