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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validity or integrity of information located at external sites.

9/23/26, 7:24 PM Hudson Fisher Associates Help Desk

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