Use the Troubleshooting a Corporate Network: A Desktop Support Simulation by

asanchez3913 — 2025-03-10 15:29:12 UTC

Group Formation (10 minutes)

• Divide students into small teams of 3-4 students.

• Provide each team with an overview of a fictional company, including details about the network infrastructure, common software used, and an outline of typical desktop issues employees encounter

asanchez3913 — 2025-03-10 15:29:24 UTC

Initial Briefing & Setup (15 minutes):

You are part of the IT support team at a medium-sized company. Over the next hour, you'll receive a series of support tickets that involve troubleshooting desktop-related issues. Your goal is to work together to diagnose, fix, and document each problem as quickly as possible

asanchez3913 — 2025-03-10 15:30:07 UTC

Scenario 1: Network Connectivity Issue (20 minutes)

• A support ticket is submitted: Employee X can’t access the company intranet or any internal websites

• Tools to Use: ipconfig, ping, tracert, network adapters, DNS settings.

• Teams need to:

1. Check the IP address and DNS configuration

asanchez3913 — 2025-03-10 15:30:27 UTC

Scenario 2: Software Installation Failure (20 minutes)

•A second support ticket is submitted: Employee Y is unable to install a critical software update due to a system error.

• Tools to Use: Task Manager, Event Viewer, Windows Installer logs, Antivirus settings.

• Teams need to:

1. Check for active processes that might block the installation

Scenario 3: Hardware Malfunction (20 minutes)

asanchez3913 — 2025-03-10 15:31:17 UTC

• A third support ticket is submitted: "Employee Z is having problems with their printer. The printer is not responding or showing errors

• Tools to Use: Device Manager, Printer Troubleshooter, USB troubleshooting, Event Viewer.

• Teams need to:

1. Verify the connection (USB, network, or Bluetooth)

asanchez3913 — 2025-03-10 15:31:44 UTC

Collaborative Discussion & Decision Making (15 minutes)

• Teams will discuss their troubleshooting approach and share their solutions for each scenario.

asanchez3913 — 2025-03-10 15:33:58 UTC

Wrap-Up & Reflection (15 minutes)
Each team presents their solutions to the class, explaining how they worked together, which tools they used, and how they resolved each problem.

• Provide feedback on the team’s collaboration and troubleshooting effectiveness

asanchez3913 — 2025-03-10 15:34:37 UTC

Evaluation Criteria

• Troubleshooting Effectiveness (40%): How effectively the team diagnosed and resolved the issues using appropriate tools and methods.

• Collaboration and Teamwork (30%): How well the team communicated, shared responsibilities, and collaborated on solutions.

• Use of Tools (20%): How well the team utilized desktop support tools (e.g., Task Manager, ipconfig, Event Viewer).

• Presentation and Documentation (10%):