IT 202 Project Two Knowledge Base Document Template Complete this template by replacing the bracketed text with the relevant information. Repeat these steps for each use

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IT 202 Project Two Milestone Guidelines and Rubric

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 ef�ciencies 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 �ve 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 �rst �ve steps of the troubleshooting process to resolve the issue stated in each ticket.

1. The �rst 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.

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 �rst step. You may want to come up with several hypotheses.

4. Although you are not physically going to determine the appropriate �x 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 rami�cations that you could cause by �xing the issue based on your hypotheses.

5. Explain how you would implement the �x to verify the cause of the problem if you were the IT support specialist assisting users at the time.

In some cases, it could be that the IT support specialist had already implemented the �x; 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

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What to Submit

To complete this activity, you must upload a Word document that highlights the �rst �ve steps of the troubleshooting process for all �ve tickets. You will be graded on your troubleshooting

skills for all �ve tickets in one grade.

Project Two Milestone Rubric

Criteria Exemplary (100%) Pro�cient (85%) Needs Improvement (55%) Not Evident (0%) Value

Gather Information Exceeds pro�ciency in an

exceptionally clear, insightful,

sophisticated, or creative

manner

Identi�es the common issues

reported by users

Shows progress toward

pro�ciency, but with errors or

omissions; areas for

improvement may include

specifying password or log-in,

hardware issues, or software

issues

Does not attempt criterion 20

Identify What Has Changed Exceeds pro�ciency in an

exceptionally clear, insightful,

sophisticated, or creative

manner

Identi�es what has changed in

the system that may be causing

the user issues

Shows progress toward

pro�ciency, but with errors or

omissions; areas for

improvement may include

specifying new software or

hardware installations, or that

the user recently changed

something on the system

Does not attempt criterion 15

Create a Hypothesis Exceeds pro�ciency 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

pro�ciency, but with errors or

omissions; areas for

improvement may include

narrowing down to one or two

most probable causes

Does not attempt criterion 20

Determine the Appropriate

Fix

Exceeds pro�ciency in an

exceptionally clear, insightful,

sophisticated, or creative

manner

Determines the appropriate

�xes that should resolve the

user issues

Shows progress toward

pro�ciency, but with errors or

omissions; areas for

improvement may include

accounting for side effects and

rami�cations of following

through with hypotheses to get

to a solution

Does not attempt criterion 15

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Criteria Exemplary (100%) Pro�cient (85%) Needs Improvement (55%) Not Evident (0%) Value

Implement the Fix Exceeds pro�ciency in an

exceptionally clear, insightful,

sophisticated, or creative

manner

Explains how to implement the

�x

Shows progress toward

pro�ciency, but with errors or

omissions; areas for

improvement may include

sharing whether the course of

action was successful and, if

not, explaining plans for

mitigation

Does not attempt criterion 20

Articulation of Response Exceeds pro�ciency 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

pro�ciency, but with errors in

grammar, sentence structure,

and spelling, negatively

impacting readability

Submission has critical errors in

grammar, sentence structure,

and spelling, preventing

understanding of ideas

10

Total: 100%