Cyber Security Question

Overview You are an IT support specialist at a help desk for a large company. Recently, the company created a knowledge base that IT support specialists can refer to when a user calls in with technology issues. The knowledge base has been helpful because the help desk receives many tickets and calls for what turn out to be the same issues. When IT support specialists have documents to refer to during a call or the review of a ticket, the knowledge base increases efficiencies and provides users with more consistent and higher quality support. As an IT support specialist at the company’s help desk, your project is to create documentation that will be added to the company’s knowledge base. This document will speak to the issues that users have experienced frequently within the past 30 days. To complete this activity, review the five ticket submissions. Then you will use your troubleshooting skills to assess the underlying causes of the users’ reported issues and how they should be resolved. Prompt Troubleshooting Process: Create a document that explains what you would do for the first five steps of the troubleshooting process to resolve the issue stated in each ticket. 1. The first step in the troubleshooting process is to gather information. Explain how you would identify the problems that users most commonly experience and call the IT help desk for, given the scenario. o To explain how you would identify the problems, you might want to write what questions you would ask to gather the information you need to troubleshoot successfully. 2. Since the second step of the troubleshooting process is to identify what has changed, explain how you would identify what may have changed in the system that may have caused the problems, based on the computing issue. 3. Create a hypothesis of what you think the probable causes for the issues are, based on the information gathered in the first step. You may want to come up with several hypotheses. 4. Although you are not physically going to determine the appropriate fix by testing your hypotheses, explain how you would test your hypotheses as a part of the troubleshooting process. You will also want to account for possible ramifications that you could cause by fixing the issue based on your hypotheses. 5. Explain how you would implement the fix to verify the cause of the problem if you were the IT support specialist assisting users at the time. o In some cases, it could be that the IT support specialist had already implemented the fix; explain if you would have handled it similarly or differently. Supporting Materials The following resources support your work on the project: Reading: Five Tickets Before starting your project, review the ticket submissions from the last 30 days to determine the common technical issues that users are experiencing. Template: Knowledge Base Document Template What to Submit To complete this activity, you must upload a Word document that highlights the first five steps of the troubleshooting process for all five tickets. You will be graded on your troubleshooting skills for all five tickets in one grade. Project Two Milestone Rubric Criteria Exemplary (100%) Proficient (85%) Needs Improvemen Gather Information Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Identifies the common issues reported by users Shows progress toward proficiency, but with er omissions; areas for im may include specifying or log-in, hardware issu software issues Identify What Has Changed Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Identifies what has changed in the system that may be causing the user issues Shows progress toward proficiency, but with er omissions; areas for im may include specifying software or hardware in or that the user recently something on the syste Create a Hypothesis Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Creates a hypothesis of the probable causes of the issues users are experiencing Shows progress toward proficiency, but with er omissions; areas for im may include narrowing one or two most probab Determines the appropriate fixes that should resolve the user issues Shows progress toward proficiency, but with er omissions; areas for im may include accounting effects and ramification following through with hypotheses to get to a s Explains how to implement the fix Shows progress toward proficiency, but with er omissions; areas for im may include sharing wh course of action was su Determine the Appropriate Fix Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Implement the Fix Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Criteria Exemplary (100%) Proficient (85%) Needs Improvemen and, if not, explaining p mitigation Articulation of Response Exceeds proficiency in an exceptionally clear, insightful, sophisticated, or creative manner Clearly conveys meaning with correct grammar, sentence structure, and spelling, demonstrating an understanding of audience and purpose Shows progress toward proficiency, but with er grammar, sentence stru spelling, negatively im readability

Cyber Security Question

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