⬇ A Ticket or Call Comes In ⬇
Question 1
Is it a password / account / login issue?
⬇ YES ⬇
Fix: Password Reset / Unlock
🔄 Reset or unlock in Active Directory / portal
Verify they can log in before closing. If MFA issue, escalate.
⬇ NO ⬇
Question 2
Is it hardware? (device won't turn on, broken screen, peripherals dead)
⬇ YES ⬇
Escalate or Swap
🔧 Check warranty status. Issue loaner. Log the hardware ticket.
Don't attempt hardware repair yourself. Document the issue, assign to hardware team.
⬇ NO ⬇
Question 3
Is it software? (app won't open, error message, program not working)
⬇ YES ⬇
Troubleshoot Common Fixes
🖥 Reinstall / update / reboot / check permissions
Try the basics: restart, update, reinstall. If it's a district-wide app issue, escalate to app team.
⬇ NO ⬇
Question 4
Is it network / internet / connectivity?
⬇ YES ⬇
Escalate to Network Team
🌐 Check if it's building-wide or device-specific
Quick test: can other devices connect? If it's one device, try forgetting/reconnecting. If building-wide, escalate immediately.
⬇ NO ⬇
Question 5
Is it a printer / projector / AV issue?
⬇ YES ⬇
Try Basic AV Fixes
🖨 Check cables, restart device, check toner/paper
Most AV issues are cable-related or need a reboot. Escalate if hardware failure is suspected.
⬇ NO ⬇
Not Sure?
"I don't know — let me check with my supervisor."
⬇
Ask Marcus
👋 Take good notes on what the person reported
Write down: who, what device, what error, what they were doing. Good notes = faster resolution.
You can handle this
Basic fix possible
Escalate / not your scope
Document and follow up
💡 Intern Tips
- Always ask "What were you doing when it broke?" — that's where the answer usually hides.
- Restart before anything else. Seriously. 60% of issues go away with a reboot.
- If you can't reproduce the issue, ask them to show you on their device.
- Write down error messages exactly as they appear. Screenshots are gold.
- Never promise a fix time. Always say "I'll look into it and get back to you."