CompTIA Troubleshooting Process

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: 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) 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. Requirements: 14 slides | .ppt file 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. 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. 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. 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.