1. Basic Tips and Tricks For an Entry Level Desktop Support Technician
Jared Gaul & Will Kline

2. Basic Tips and Tricks For an Entry Level Desktop Support Technician
Jared Gaul & Will Kline

3. Overview

4. Overview
Startup

5. Overview
Startup
Troubleshooting peripherals

6. Overview
Startup
Troubleshooting peripherals
Internet Connectivity

7. Overview Startup Troubleshooting peripherals Internet Connectivity
Device manager

8. Overview Startup Troubleshooting peripherals Internet Connectivity
Device manager
Task Manager

9. Overview Startup Troubleshooting peripherals Internet Connectivity
Device manager
Task Manager
Hardware Replacement

10. Overview Startup Malware tools Troubleshooting peripherals
Internet Connectivity
Device manager
Task Manager
Hardware Replacement

11. Overview Startup Malware tools Troubleshooting peripherals Misc Volume
FN Key
Screen Resolution
Display settings
Internet Connectivity
Device manager
Task Manager
Hardware Replacement

12. Overview Startup Malware tools Troubleshooting peripherals Misc Volume
FN Key
Screen Resolution
Display settings
Internet Connectivity
Device manager
Task Manager
Hardware Replacement
Q&A

13. Startup Issues Blue Screen Possible causes: Malfunctioned Hardware
Such as memory, power supply.
Poorly written or missing device drivers.

14. Startup Issues - Reseat or replace the memory - Boot into safe mode
- Windows Recovery
Hold Shift and press F8 on startup to open Recovery Mode.
Select See Advanced Repair Options, press Troubleshoot and select Advanced Options.
Click on Windows Startup Settings and press Restart.

15. Startup Issues
No Screen

16. Startup Issues Things to check: Is it beeping? Any lights?
Physical damage?
Battery indicator lights?
Any screen activity?
Is the fan running?
Any peripherals connected?

17. Startup Issues Beeping / Flash Codes Occurs during Post
Indicates an issue at startup and is used for troubleshooting common issues.

18. Startup Issues
Dell
Lenovo

19. Troubleshooting Peripherals
Printers - USB / Network
Keyboards / Mice
Audio (external speakers, etc.)
Quick Tip duplicating / extending screen

20. Printers

21. Wired / USB Printer Is the printer plugged into a multi-outlet strip?
-is the strip turned on (don’t laugh)?
Is the printer turned on?
Is the USB cable connected to your laptop?
Can the printer print out a test page?
Is the print spooler service on your laptop stopped? Need restarted?

22. To check the print spooler
Right click This PC and select manage
Select Services and Applications > Services
Locate Print Spooler and select stop
Then
4.) navigate to the C:\Windows\System32\Spool
5.) delete any content in the Print Spool folder
6.) restart the Printer Spooler service

23. Network(able) Printer
Does the printer have a valid IP address assigned to it?
Can you ping the printer?
Can you open the web interface of the printer?
Is the Ethernet cable connected properly?
Is the network port active?
Do you have activity on the Ethernet port?

24. Mice / Keyboard Is it plugged in? If wireless, is it turned on?
Did you replace the batteries?
Is the dongle present in the laptop?
Is there updated drivers?
Is it loaded in the device manager?

25. How to access device manager
Windows + R- sysdm.cpl
Right click my computer (This PC) / properties/ device manager
Device Manager is a Control Panel applet in Microsoft Windows operating systems. It allows users to view and control the hardware attached to the computer. When a piece of hardware is not working, the offending hardware is highlighted for the user to deal with. The list of hardware can be sorted by various criteria.

26. Volume
- is the computer muted? - is the volume up? - is the audio driver corrupt / missing?
- is the default audio device selected?
- is there a pair of headsets connected?

27. Volume *Use Device Manager to check for updates
*Uninstall the device (Windows+R- appwiz.cpl)
*Scan for hardware changes to see
and download driver from the web

28. Display settings
Windows + P - quick access to extended view / duplicate

29. Internet Connectivity
If wired, do you have any activity lights?
Does the laptop have an off switch to the wireless?
Can you reach any file servers? Valid, current web pages?
Check to see if you have a valid ip address using the command: ipconfig

30. Internet Connectivity
Use the FN Key (Brand Specific)
Ex) Lenovo - FN + F8

31. Rebooting Computer
A lot of the troubleshooting tips we provided may be resolved by a simple reboot of the computer. Let's face it, not all users shut down their computer on a daily basis. Many small issues can be resolved by a simple restart.
The user may tell you :
I just powered on the machine ■ Just recently I rebooted... ■
This can be a vague answer as they may just put it to sleep or logged off their account and logged back on. . . Here are some tips on how to get the actual boot time of the computer.

32. PC Open Command Prompt (CMD) Enter: systeminfo
It will generate the system report, scroll to the very top and locate Boot Time:

33. Mac Uptime Method 1: Select the apple in the upper left corner
Select About This Mac
Select System Report
Select Software
Locate Time Since Boot
Method 2:
Navigate to the applications folder
Open the utilities
Launch Terminal
Enter: UpTime

34. Hardware Replacement Cracked screens from dropped /thrown laptops
Replacement keyboards due to spilled liquid
Cracked palm rest / mouse

35. What to Look for Field Replacement Unit Places to shop
FRU Code
What does FRU stand for?
Field Replacement Unit
Places to shop
Manufacturer’s Website
Where you purchased your equipment
Amazon

36. What to Look for

37. Virus Removal tools Microsoft Forefront Windows Defender MalwareBytes
Ccleaner

38. Windows Defender

39. Virus Removal tools malwarebytes

40. Virus Removal tools CCleaner

41. Task Manager Here are a few ways to open Task Manager:
Right-click the Taskbar and click on Task Manager.
Open Start, do a search for Task Manager and click the result.
Use the Ctrl + Shift + Esc keyboard shortcut.
Use the Ctrl + Alt + Del keyboard shortcut and click on Task Manager.

42. Questions?

43. Thank You!
Jared & Will