helpdesk questions

What is a default gateway

It’s like an exit door of your LAN. Handles all traffic that wants to leave your local network.

How to troubleshoot ‘Destination Host Unreachable’

PING. Ping default gateway, IP config check, Network, Host reachable

DNS

Domain Name System. Transfers hostnames to IP addresses

Safe Mode

Used to diagnose and fix software and hardware conflicts

IP address

A unique identifiable string of bits that are assigned to devices on a network

Why would a device fail to get an IP address?

DHCP server down, Network settings misconfigured, Wi-Fi disconnected, DHCP scope exhausted

DHCP

A network service that automatically assigns IP addresses, subnet masks, default gateways, and DNS settings

What is a private IP address

IP address that is not routable on the public internet

DHCP DORA

Discover (client broadcast), Offer (server replies with IP), Request, Acknowledge (server confirms and lease)

DHCP reservation

Binds a specific IP address to a device’s MAC address

What to do when Network is down

scope of the outage, check connections, verify network configurations, restart

What is Active Directory

A directory used to manage user accounts, group policies, computers, and more on a Windows domain

Domain

A network environment where users and computers are managed through a domain controller, typically using AD

OU

Organizational Unit. Used to group and manage AD objects

GPO

Group Policy. Rules and configurations applied to users and computers

What is autopilot

A cloud based provisioning tool that pre configure new windows devices. Autopilot automatically joins the device to EntraID, applies security policies via Intune and install important apps. So all a user has to do is connect to the wifi and log in.

Difference between a switch and a hub

a switch sends data only to the intended device using a mac address, while a hub broadcasts data to all devices on the network which can lead to collisions and inefficiency

How to reset a user’s password?

EntraID > USERS > reset password

How to recover deleted files

EntraID > Users > Create one drive link > recover from recycle bin

Can’t connect to a printer

Check for power and connectivity

Clear the printer queue w stuck jobs

update or reinstall printer drivers

power cycle the printer

computer won’t turn on

check power connection (light is on)

Isolate issue by testing a new outlet, charger, port

Inspect hardware like a faulty PSU

slow running computer

Check system resource usage in task manager

identify programs consuming excessive cpu, memry or disk

delete temp files clear browser cache

Run a malware scan to eliminate infections that could be impacting performance

Apply SystemUpdates

Update hardware like RAM or the hard drive if nesccary

BSOD

Error caused by failing hardware or outdated/corrupted drivers

• look at the hardware ensure proper connection and no damages

• update or reinstall drivers

Handling viruses or malware

Isolate the system from the network

Run a full antivirus scan

Remove the files

Replace a faulty hardware

Power off and unplug the system

Open the case, disconnect item the hardrvie

, install the new drive and secure it

reinstall the OS

SSD VS HDD

ssd is faster and uses flash memory

hdd are cheaper but slower and has moving parts

explain to non technical users

use simple language, analogies, and visuals, focusing on the solution works

how to handle a situation where you cant resolve immediately

communicate the delay to the user, escalate if needed, and provide regular updates

Reset Password in AD

right click on the user account a select reset password and enter the new password

VPN

confirm internet connectivity

correct credentials

inspect firewall settings

look at error messages for further troubeshooting steps

dont know something

ask clarifying quesionts

conduct research

escalte the problem to an experience collauge

keep user informed throughout

Hardware loop

(PCTSE) power, cable, test, swap, escalate

frustrated user

remain calm

don’t interrupt

show sympathy

acknowledge frustration

reassure them on a solution

keep them in the update so don’t feel ignored