Trojan Horses are a pain, I had a couple but was able to remove them with the help of my antivirus programme.
It could be that it's a new Trojan and Norton just doesn't know about it yet. If you don't trust your antivirus programme any more try AVG 7.0 at Grisoft.com. There's a free version that's really good.
I wouldn't do anything to your registry if you are not sure what you are doing, you can damage your computer.
Usually when you run your antivirus programme it will find the virus even when it hasn't warned you. Most of the time their website has removaltools so you can get rid of it.
Calling the helpdesk was a good move too.
Hope you get rid of it soon.
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