If you are running Windows 7, there is a function call “Problem Steps Recorder”. You can hit the start button, then type PSR, and the PSR will run. What PSR does, it records the screen each time the mouse is clicked.
It is a very good tool to do documentation on system step by step process.
Maybe it can help your tech to do documentation as well.
PSR built in all Windows from Win 7. It now includes in Windows server 2008, Windows 8.