Troubleshooting Process to explain how you would tackle problems
mtamim786
explaination1.docxFor your next project, you will apply the CompTIA 6-Step Troubleshooting Process to explain how you would tackle problems found at the following link: help desk tickets.
There are three groups of tickets, Level 1, Level 2, and Level 3. You will pick two tickets from each group.
As you prepare to analyze and hopefully solve these typical IT help desk tickets, keep in mind that for this course, it is more about the process and less about finding the “correct” answer. You may not always find an exact answer from the information given. The problems are structured to approximate what you will find in the workplace. Use a logical and repeatable process (e.g., the CompTIA 6-Step Troubleshooting Process) and eliminate the improbable as you work your way through each scenario.
CompTIA 6-Step Troubleshooting Process:
1. Identify the problem.
2. Establish a theory of probable cause.
3. Evaluate the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable implement preventative measures.
6. Document findings, actions, and outcomes.
Hudson Fisher Associates Help Desk
Level 1 Tickets: (choose two)
· Ticket 1001 Subject: My Printer Ink Is Smearing!
· Ticket 1002 Subject: Mouse not Working
· Ticket 1003 Subject: Black Computer Screen
· Ticket 1004 Subject: Network Connectivity Issues
· Ticket 1005 Subject: Google Is Missing
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.
Level 2 Tickets: (choose two)
· Ticket 2001 Subject: Computer Is Slow
· Ticket 2002 Subject: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop
· Ticket 2003 Subject: Printer Leaving Streaks on Page
· Ticket 2004 Subject: Adobe Illustrator Throwing Errors
· Ticket 2005 Subject: Can't Connect to Online Shared Drive
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.
Level 3 Tickets: (choose two)
· Ticket 3001 Subject: No Internet Connection
· Ticket 3002 Subject: Green Sad Face?
· Ticket 3003 Subject: Frozen Computer
· Ticket 3004 Subject: Computer Is Slow
· Ticket 3005 Subject: Restart/Update Loop
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.
