ANSWERS: 2
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Software-wise, remote desktop assistance would be of great help if both of you are running windows XP. However, there may be issues with firewalls blocking the connection and all, so I'd recommend this only to people who know what they're doing. If it's hardware, it's almost impossible to guide a computer novice through troubleshooting over the phone, having tried this myself when I worked as technical support for Verizon's DSL service. When the person on the other line couldn't differentiate the video card from the LAN card, trust me, an on-site technician isn't an option, it's a necessity.
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Try taking screen shots and sending them in chat or email. I don't recall off hand what the command is for PC, but if you are using a Mac it is Apple key + Shift + 4
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