Final answer:
The first step in the CompTIA troubleshooting theory is to identify the problem, which involves asking questions, recognizing symptoms, and employing diagnostic tools before proceeding to further steps and documentation.
Step-by-step explanation:
According to CompTIA, a well-known IT industry association, the first step in the troubleshooting theory is to identify the problem. To accurately pinpoint the issues, it is essential to ask users detailed questions, understand system symptoms, and use appropriate tools for diagnosis. From there, technicians can move on to subsequent steps such as establishing a theory of probable cause, testing this theory, establishing a plan of action to resolve the problem, and verifying full system functionality. Finally, technicians must document their findings, actions, and outcomes, which is critical for maintaining records and helping with any future related issues.