Computer Science Theory of Probable Cause Question

For your next project, you will apply the CompTIA 6-Step Troubleshooting Process to explain how you would tackle problems found at the following link: 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. 

1. Establish a plan of action to resolve the problem and implement the solution. 
2. Verify full system functionality and if applicable implement preventative measures. 
3. Document findings, actions, and outcomes.
4. Your deliverable for the project is an annotated PowerPoint Presentation covering the following:
5. List the six tickets you selected (two each from Level 1, Level 2, and Level 3)
6. One to two slides for each ticket, in which you: 

State the problem. 

Describe the steps taken to troubleshoot/analyze the problem.  

• Note: For this assignment, use only the first four steps of the Comp TIA – 6-Step Troubleshooting Process
• Propose a brief resolution.  

Note: You may not reach a definitive answer for each case. That is acceptable since troubleshooting does not always result in perfect solutions in the workplace. That said, you will most likely encounter this outcome for only the most challenging cases presented in this assignment. In those instances, include what you think the next logical step(s) should be to reach resolution. Keep in mind that in large organizations, you may need to employ this approach at the end of your duty/shift. You will enable the oncoming technician to be able to continue where you left off. The new tech will know pertinent steps that have been accomplished and will be aware of the likely next step(s) required. Doing this well will earn the respect of your coworkers and management. 

• 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). Note that this should include references for materials you consulted in TestOut or on the internet.