The student has just started a new job, as a computer technician, with a small consulting group. The company has approximately 50 employees with varying levels of computer expertise. As a computer technician, the student’s primary responsibility is to provide desktop support to these employees. | Lab The Steps of the Troubleshooting Cycle Estimated Time 25 Minutes Objective Upon completion of this lab the student will be able to describe the importance of and identify the steps involved in the troubleshooting cycle. Equipment This is a written lab. No equipment is necessary. Scenario The student has just started a new job as a computer technician with a small consulting group. The company has approximately 50 employees with varying levels of computer expertise. As a computer technician the student s primary responsibility is to provide desktop support to these employees. The student has recently gone through job orientation and has received training on the procedures for responding to computer problems. The training included an introduction to the hardware and software in use common errors common symptoms and using the troubleshooting cycle to effectively solve problems. The end user is complaining that their computer has stopped responding. It is the student s responsibility to troubleshoot and resolve this problem. Procedures The troubleshooting steps can be very useful in solving computer problems. Sometimes a problem will require common sense and the solution is straightforward. Other times the solution will require a broad level of technical knowledge. In this lab the student will follow the troubleshooting cycle as an example of solving computer problems. The lab will begin with step one which is identifying the problem from the end user. Step 1 After arriving on scene begin the troubleshooting cycle by defining the problem. Start by identifying the general symptoms and then determine the possible causes for the existing problem. For future references the student has brought along a notebook to document the findings. Upon arrival what environmental factors can be assessed How is an assessment of the environment beneficial Step 2 The next step is to gather pertinent information from the end user. Initially ask general 1 - 4 IT Essentials I
