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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. If you haven’t already done it last week, download the Support Queue Case Study Presentation Template to get started. Delete the instructional text from the template before you submit. Select two help desk tickets from each level and explain in the PowerPoint template how you would solve them. Level 1.1 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! Level 1.2 1003 ticket 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. Level 2.1 ticket subject Dell machine making clicking sounds 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? Level 2.2 ticket subject cannot connect to online share 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 3.1 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. LEVEL 3.2 Ticket 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 (File 1 : Presentation slides to use for the template of assignment)
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