Support Queue Case Study
Course Resource
Hudson Fisher Associates Help Desk
Level 1 Tickets: (choose two)
Instructions
Click the ticket numbers on the left to review
the tickets in the queue. For your project,
apply the CompTIA 6-Step Troubleshooting
Process to two of these Level 1 tickets.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 1/17
Ticket 1001 Subject: My Printer Ink Is
Smearing!
Assignee: Open
Raised by: Bill Yoshida, Accounting, 12 min
ago
Category: Printing/Peripherals
Priority: Med
Message:
I just tried to print an important color
document—the marketing budget proposal
supporting the new designs to debut just
prior to the Oscars in Los Angeles. It keeps
smearing, and I have blue toner all over my
hands!
Ticket 1002 Subject: Mouse not Working
Assignee: Open
Raised by: Irene Fredericks, Human
Resources, 10 min ago
Category: Mouse?peripherals
Priorty: Med
Message:
My mouse has stopped working. I checked
the Windows device manager, and the mouse
entry is not there. I need my mouse!
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 2/17
Ticket 1003 Subject: Black Computer
Screen
Assignee: Open
Raised by: Todd Schneider, Payroll, 05 min
ago
Category: Video issue
Priority: Med
Message:
My computer screen is black. I turned the
computer off and on and the lights are on the
front PC, but that did not resolve the issue.
Ticket 1004 Subject: Network
Connectivity Issues
Assignee: Open
Raised by: Beverly Rizzo-Day, Brand Strategy,
01 min ago
Category: Connectivity issue
Priority: Med
Message:
You asked me to look at the back of my
computer. There is not a blinking light on the
back of the PC where the networking cable is
plugged into. Can you help me with my
network connectivity issues?
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 3/17
Ticket 1005 Subject: Google Is Missing
Assignee: Open
Raised by: Florence Costa, Logistics, 10 min
ago
Category: Printing/Peripherals
Priority: Med
Message:
I am working from home and can't reach
www.google.com
(http://www.google.com/) to research
shipping quotes.
Follow-Up From Help Desk Associate Jen:
I had the user open a CMD window and issue
the command ping and tracert
to www.google.com. This is the result:
Source: Microsoft
And we know the 175.137.110.30 IP address
is the ISP’s default gateway. What do you
suggest?
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 4/17
Source: Microsoft
Level 2 Tickets: (choose two)
Instructions
Click the ticket numbers on the left to review
the tickets in the queue. For your project,
apply the CompTIA 6-Step Troubleshooting
Process to two of these Level 2 tickets.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 5/17
Ticket 2001 Subject: Computer Is Slow
Assignee: Open
Raised
by: Camelia Diaz, Merchandising, 28 min ago
Category: Computer Slow
Priority: Med
Message:
I'm using my home registered work computer.
It is acting sluggish. Can someone remote
into my machine?
Follow-up from Help Desk Associate Jen:
I pulled up the Windows task manager to
review system resources (refer to image
below). I'm not sure what the potential root
cause is. What is your assessment and
recommendation?
Source: Microsoft
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 6/17
Ticket 2002 Subject: Dell Machine Making
Clicking Sounds, not Connecting to
Windows Desktop
Assignee: Open
Raised by: Juan Delarosa, Human Resources,
11 min ago
Category: Booting Issue
Priority: Med
Message:
My Dell OptiPlex 9020 Mini Tower will not go
to the Windows desktop. I heard a series of
audible sounds, like Morse code?!? I think the
pattern is one, followed by three, then
two. What does that mean?
Ticket 2003 Subject: Printer Leaving
Streaks on Page
Assignee: Open
Raised by: Gianna Bianchi, Talent
Development, 17 min ago
Category: Printer Issue
Priority: Med
Message:
Every time I print, there is an ugly vertical
streak down the page. I have to provide
printed instructions to the 125 models who
will walk the runway in the upcoming
Settimana della moda (Milan Spring Fashion
Week) in a few hours! HELP!!!!
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 7/17
Ticket 2004 Subject: Adobe Illustrator
Throwing Errors
Assignee: Open
Raised by: Tamara Bisset, Creative
Director, 04 min ago
Category: Software Issue
Priority: High
Message:
Several of my designers using Adobe's
Illustrator application are experiencing the
software running slowly, and at times, error
messages appear, like the one below:
Source: Adobe
Follow-Up from Help Desk Associate Jen:
I've reviewed the machine's device manager
to determine the hardware configuration (see
image below).
I looked up the requirements for Adobe
Illustrator. Minimum requirements are. Intel I5
processor, 4 GB RAM, NVIDIA GeForce 970.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 8/17
Source: Microsoft
Ticket 2005 Subject: Can't Connect to
Online Shared Drive
Assignee: Open
Raised by: Blake Chaudhary, Sales Inventory
Analyst
Category: Network Connectivity Issue
Priority: High
Message:
I need to access my sales projections on the
shared drive. I could access them yesterday
afternoon, no problem. My boss is really
leaning on me to get those figures in and he
needs access right away.
Follow-Up from Help Desk Associate Jen:
When I had Blake do an IPCONFIG for me, he
read his IP address as 169.254.2.8. The
network address for his unit is 10.20.30.x. I
am not sure why it is different. What do you
think is going on?
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 9/17
Level 3 Tickets: (choose two)
Instructions
Click the ticket numbers on the left to review
the tickets in the queue. For your project,
apply the CompTIA 6-Step Troubleshooting
Process to two of these Level 2 tickets.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 10/17
Ticket 3001 Subject: No Internet
Connection
Assignee: Open
Raised by: Michelle Silva, Brand Strategist
Category: Network Infrastructure
Priority: Med
Message:
I can't reach the site www.pinterest.com on
my machine. My colleague in the next office
said he also cannot access the internet using
Firefox. I know some network guys installed a
new wireless router in the office last night as I
spoke to them when I was leaving. Could that
have something to do with it?
Follow-Up from Help Desk Associate Jen:
I looked up the new wireless router
networking settings I am displaying below. Do
you know what is wrong?
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 11/17
Source: Microsoft
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 12/17
Ticket 3002 Subject: Blue Sad Face?
Assignee: Open
Raised by: Alejandro Luiz, Window Stylist
Category: Computer Crashing
Priority: Med
Message:
I was trying to share my digital mock-ups with
Gabrielle, my supervisor. Now my computer
screen is all green with a sad face. It says
something about "critical process died."
I took this picture of it with my phone: Please
help. I have a deadline of 5 p.m. today.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 13/17
Ticket 3003 Subject: Frozen Computer
Assignee: Open
Raised by: Bettina Müller, Fashion Design
Category: Computer Crashing
Priority: Med
Message:
My computer is totally frozen. All I see is an
error message that says, "controller has
failed."
I have a short deadline to pitch for a new line
of bags to be show at the Fashion Goods and
Accessories Exposition in Osaka.
I tried rebooting my machine, but the problem
comes back after a few minutes. I have an
OptiPlex GX240.
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 14/17
Ticket 3004 Subject: Computer Is Slow
Assignee: Open
Raised by: Kory Novak, Brand Manager
Category: Computer Slow
Priority: Med
Message:
My computer is taking a really long time to
save files. Sometimes I see a read-only error,
and some applications are freezing.
Everything is running slow.
Follow-Up from Help Desk Associate Jen:
When I was remoted into Kory's desktop, I
was able to take this screenshot from Task
Manager.
Here's a screenshot of the error dialog I'm
seeing:
Source: Microsoft
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 15/17
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Ticket 3005 Subject: Restart/Update Loop
Assignee: Open
Raised by: Marci Wallace, Buyer, Tokyo Office
Category: Windows Update
Priority: High
Message:
When I turned on my PC at the office today,
it started to boot, and then started doing a
Windows 10 update. But it keeps trying to
reboot and update. It is on the sixth try and
still won't boot up; it's just the same Windows
update install over and over. What should I
do?
Follow-Up from Help Desk Associate Jen:
Windows update is not completing, sending
Marci’s PC into an endless loop.
From my experience, there can be several
underlying issues that may cause Windows
Update to fail. You may need to try several
different things to resolve the issue. I
recommend consulting Microsoft’s knowledge
base.
https://www.support.com/how-to/how-to-
fix-a-windows-pc-that-keeps-rebooting-
12992 (https://www.support.com/how-
to/how-to-fix-a-windows-pc-that-keeps-
rebooting-12992)
9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=1521698 16/17
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9/23/26, 7:24 PM Hudson Fisher Associates Help Desk
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