Some of them, like most of us at the Help Desk, tend to resist the label simply because the more you know about any one topic, the more you realize how much you don't know. Everyone who works at the Help Desk soon realizes that when it comes to fixing computers, sometimes you'll end up a hero and sometimes you'll look like a goat. It may be more cost-effective to find a workaround, replace a part, or even an entire computer, rather than spend hundreds of hours trying to fix an isolated problem. It's all of those things, and more. Experts don't just memorize which button on the screen to click, but rather try to understand the basic concepts behind that button.
Experts know where to look for help.
If they don't know the answer, they know where to start looking or who to ask. For example, the built-in help in many applications will provide specific instructions, and occasionally even help with troubleshooting. A working knowledge of resources available on the Internet and how to search efficiently for information is equally vital. Experts communicate with each other. Experts have a self-motivated curiosity and interest in learning about a wide variety of topics.