For this project, you will apply the CompTIA 6-Step Troubleshooting Process to explain how you would tackle Hudson Fisher Associates Help Desk Tickets. There are
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For this project, you will apply the CompTIA 6-Step Troubleshooting Process to explain how you would tackle Hudson Fisher Associates 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:
- Identify the problem.
- Establish a theory of probable cause.
- Evaluate the theory to determine the actual cause.
- Establish a plan of action to resolve the problem and implement the solution.
- Verify full system functionality and if applicable implement preventative measures.
- Document findings, actions, and outcomes.
How Will My Work Be Evaluated?
As you progress in your information technology and cybersecurity career, you may find yourself making presentations to customers, client audiences, and management. For this assignment, you should articulate your findings from the six support cases.
But the challenge you face is in expressing a technical solution to a nontechnical audience. Avoid jargon and acronyms. Find a way to relay your solution (and challenges) in language that your audience will find easily relatable.
Communicating in this manner will not always be easy. You may struggle to find the right analogy or metaphor. But if you can master the skill of summarizing your results and recommendations to management in an effective presentation, you will demonstrate how you use your technical knowledge to convey your ideas to others in a professional setting. You will also earn the respect and trust of your peers, your supervisor, and upper management as an effective communicator. You will be viewed as an employee ready for advancement.
The following evaluation criteria aligned to the competencies will be used to grade your assignment:
- 1.1.1: Articulate the main idea and purpose of a communication.
- 1.1.3: Present ideas in a clear, logical order appropriate to the task.
- 1.3.3: Integrate appropriate credible sources to illustrate and validate ideas.
- 2.1.1: Identify the issue or problem under consideration.
- 2.3.1: State conclusions or solutions clearly and precisely.
- 12.7.2: Explain the process of analyzing IT incidents.
- 13.1.1: Create documentation appropriate to the stakeholder.
Your deliverable for the project is an annotated PowerPoint Presentation covering the following:
- List of the six tickets you selected (two each from Level 1, Level 2, and Level 3)
- One to two slides for each ticket, in which you:
- State the problem.
- Describe the steps taken to troubleshoot/analyze the problem.
- Propose a brief resolution.
- One summary slide: What did you find challenging or interesting about one or two of the support cases (opinion-based)?
- One reference slide (two to six IEEE references). Include references for materials you consulted in TestOut or on the internet.
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 1/14
Hudson Fisher Associates Help Desk Course Resource
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.
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!
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 2/14
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!
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?
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 3/14
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 tracert 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?
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 4/14
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.
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 5/14
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
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 6/14
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!!!!
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 7/14
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.
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 8/14
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?
Level 3 Tickets: (choose two)
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 9/14
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.
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 10/14
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?
Source: Microsoft
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 11/14
Ticket 3002 Subject: Green 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.
Source: Microsoft
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 12/14
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.
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 13/14
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
4/22/23, 12:07 PM Hudson Fisher Associates Help Desk
https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2232/course-resource-list/hudson-fisher-associates-help-desk-.html?ou=727874 14/14
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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)
,
Support Queue Case Study
Instructions:
Select two tickets from each level and explain how you would solve them.
Name:
Level 1 Tickets
Instructions:
Select two of the five scenarios to troubleshoot.
One template has been created for each of the two tickets you need to choose.
Make one to two slides for each scenario for the solution(s) you researched.
Add audio explaining the steps you took, including your recommended solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Level 2 Tickets
Instructions:
Select two of the five scenarios to troubleshoot.
One template has been created for each of the two tickets you need to choose.
Make one to two slides for each scenario for the solution(s) you researched.
Add audio explaining the steps you took, including your recommended solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Level 3 Tickets
Instructions:
Select two of the five scenarios to troubleshoot.
One template has been created for each of the two tickets you need to choose.
Make one to two slides for each scenario for the solution(s) you researched.
Add audio explaining the steps you took, including your recommended solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Ticket Number: xxx Scenario: xxx
Identify the problem.
Establish a theory of probable cause.
Evaluate the theory to determine the actual cause.
Establish a plan of action to resolve the problem and implement the solution.
Summary
What did you find challenging or interesting about one or two of the support cases?
References
List references
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