Troubleshooting Process

 Module 03 Content

  1. You are hired as a technical support manager and have been asked to create a set of troubleshooting procedures for help desk technicians.
    A user would call the help desk describing one or more symptoms. A first level help desk technician would be tasked with identifying the nature of the problem and the possible affected area. Each affected area may have a different troubleshooting procedure.
    Complete the following table that contains a list of symptoms. For each symptom, identify the nature of the problem. Then list the areas you would isolate. You can list multiple areas or devices that could be affected by the stated symptom.
    For example:
    Possible Nature of Problem – Affected Areas or Devices
    Symptom – Moving a wireless mouse does not have any effect on the screen cursor.
    Problem with the mouse. Mouse, mouse batteries, USB Bluetooth dongle
    1. Problem with mouse software 2. Mouse Software driver, Computer Operating System
    2. Problem with computer hardware 3. Computer USB port
  2. Project deliverable:
    For each symptom list at least 3 possible problems and affected areas.
    Do not jump to conclusions and attempt to solve the problem.
    Possible Nature of Problem / Affected Areas or Devices
    Symptom – There is no picture on the desktop monitor
    1. (Possible Nature of Problem) 1. (Affected Areas or Devices)
    2. (Possible Nature of Problem) 2. (Affected Areas or Devices)
    3. (Possible Nature of Problem) 3. (Affected Areas or Devices)
  3. Symptom – The locally attached laser printer is printing blank pages
    1. (Possible Nature of Problem) 1. (Affected Areas or Devices)
    2. (Possible Nature of Problem) 2. (Affected Areas or Devices)
    3. (Possible Nature of Problem) 3. (Affected Areas or Devices)
  4. Symptom – The laptop computer is freezing periodically, and user hears a clicking sound from the laptop
    1. (Possible Nature of Problem) 1. (Affected Areas or Devices)
    2. (Possible Nature of Problem) 2. (Affected Areas or Devices)
    3. (Possible Nature of Problem) 3. (Affected Areas or Devices)
  5. Research each problem. Provide in-text citations and a reference page formatted according to APA standards to support your statements and conclusions. For help with this formatting, visit the Rasmussen APA Guide. You will find a link to this guide on the Resources tab.

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