This question was really the only one that tested my skills, and it was not inherently a difficult issue to troubleshoot (although sometimes it can be), but the fact that I was not expecting it really caught me off guard. I was supposed to direct one of my interviewers by asking a series of questions in attempt to get to the root of the issue and learn more about the situation of the tech request. For my response I explained that the end user had entered the network password wrong enough times for the computer to lock itself out, so my first step was to ask them to check their computer to see if the caps lock was on. Then I asked if the user had recently changed the password (usually this happens when they forget a new password). I don't remember the rest clearly, but my tactic was to find out as much as I could about the issue before having to reset the network password from our end.