This article is Chapter 1 in the CompTIA A+ certification course on Alison.com that teaches IT Professional Soft Skills.

Troubleshooting & Problem Identification

Problem Solving - Create a hypothesis and evaluate the hypothesis

You want to be able to complete the following as quickly and efficiently as possible in the IT field:

1. Identification of the problem

• Google/AI searching hardware-related makes, models, and other keywords.
• Always use the BEST methods available
• What could be wrong based on signs and problems
• Gather info from the user to get the scope of the problem
• Ask user open-ended questions to lead you down the correct path
• Any changes they noticed

2. Establishing a probable cause

• Inspect all problems that could be related to the root issue

3. Testing to determine the cause

• You may need to test multiple problems that could also be related to troubleshooting the main overall issue

4. Establish a plan to resolve the problem

• Come up with steps from A - Z to resolve an issue

5. Implement your solution

• Proceed to carry out your plan

6. Verify functionality and implement preventive measures

• Make sure your overall problem is resolved and is working satisfactorily for the user.
• Include protective and preventative measures to make sure the issue is unlikely to occur in the future.

7. Document your results

• Maintaining good documentation records helps you stay organized and be more efficient.

*** ### Pro Tip *** - Creating documentation describing how to fix the not-so-frequent problems can help save you time in the future.

This is a cyclical process, any steps that do not succeed require you to go back to the drawing board and try again.

Problem Analysis and Potential Causes

• Determine the scope of problems

• Questioning customer
• May range from one issue to many

• Identify changes to the computer

• Ask the customer if they have updated or installed anything recently.
• Ask the customer if they’ve changed their location recently

• Break problems into smaller pieces

• Sometimes solving smaller issues one by one will lead to solving the overall issue

• Prioritize problems in the order they should be tested

• Break down which issues could be causing others and choose the issue that makes the most sense to solve first before attempting others.

• Look for the obvious

• Are all cords plugged in
• Other simple solutions that could resolve the larger issue

• Backup files and settings

• Always backup settings and files before trying to fix the problem
• Burn disk images if necessary

• Test one problem at a time

• Make small changes and test each one so you can narrow down causes and effects, reverting to small changes if they didn’t work.

• Test all related components

• Test related items to the issue you’re resolving to guarantee functionality before delivery

• Evaluate all results

• What can you do to improve and prevent future occurrence?

Documenting Resources

• Don’t have to know it all - but do know where to turn

• Manufacturer and vendor manuals

• Vendor websites

• IT knowledge bases

• Vendor training

• Documentation from equipment service

• Internet IT resources

Communication and Professionalism

• Listen closely to the customer and do not interrupt

• Speak clearly and concisely

• Clarify any questions you may have

• Avoid technical talk

• Use open-ended questions to solicit information

• Dress for success

• Have a positive attitude

• Exude confidence

• Be confidential and private

• Be respectful

Extra Professionalism & Communication Tips

• Excellent customer service

• Open-ended questions to get the most details from the customer

• Keep workstations and equipment neatly arranged and organized

• Keep safety and environmental information available

• Stick to timelines

• Keep positive attitudes

• Stick to your costs structure

• Work confidentially

• Be the go-to guy or gal as an IT professional

• Keeping cables bound

• Can do attitude

• Share info with customers on basic products

• Keep your consultation in simple language

• Document your work with customers

Conclusion

You can find a full free course preparing you for the CompTIA A+ exam here: https://alison.com/courses/comptia-a-1000-part-1/

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