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IT Crash Course Day 4: Essential IT Support Skills for Interviews

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Table of Contents​

Monitor Issues​

Troubleshooting Black Screens​

A systematic approach to resolving black screen issues:

1. Check Physical Connections

  • Verify power cable is connected and the monitor is turned on
  • Ensure video cable (HDMI/DisplayPort/VGA) is firmly connected at both ends
  • Try a different video cable or port if available

2. Check Monitor Status

  • Look for power LED indicator (green = on, amber = standby, no light = no power)
  • Use the monitor's menu button to check if correct input source is selected
  • Adjust brightness settings using monitor controls

3. Check Computer Status

  • Verify computer is powered on (lights, fan noise)
  • Restart the computer
  • For laptops, try closing and reopening the lid

4. No Signal vs. Black Screen

  • "No Signal" message: Monitor is working but receiving no input
  • True black screen: Computer may be sending a black image (OS issue, sleep mode)
  • For true black screens, try keyboard shortcuts:
    • Windows key + P (cycle display modes)
    • Windows key + Ctrl + Shift + B (restart graphics driver)

Monitor Troubleshooting Flowchart

Configuring Display Settings​

Accessing Display Settings

  • Right-click desktop > Display settings
  • Windows key + I > System > Display

Single Monitor Settings

  • Resolution: Set to monitor's native resolution
  • Orientation: Landscape or Portrait
  • Scale: Adjust text size (100% standard, higher for high-DPI displays)

Multiple Monitor Configuration

  • Identify each display using the "Identify" button
  • Arrange displays to match physical layout by dragging icons
  • Choose display mode:
    • Duplicate: Same content on all screens
    • Extend: Expand desktop across screens
    • Show only on X: Use single display
  • Set primary display (determines where Start menu appears)
  • Quick access: Windows key + P for display switching

Multiple Display Settings

Knowledge Check: Monitor Issues​

  1. What should you check first when troubleshooting a monitor that shows no image? a) Graphics drivers b) Physical connections and power c) Operating system updates d) Monitor firmware

  2. What is the keyboard shortcut to cycle through display modes in Windows? a) Windows key + D b) Windows key + P c) Windows key + M d) Windows key + Tab

  3. If a monitor displays "No Signal," what is the most likely cause? a) The monitor's internal components have failed b) The computer is not sending a video signal to the monitor c) The operating system has crashed d) The monitor's brightness is set too low

Outlook Issues​

Managing Outlook Profiles​

Outlook profiles contain email account settings and configurations:

Accessing Profiles

  1. Close Outlook completely
  2. Open Control Panel
  3. Select "Mail" or "Mail (Microsoft Outlook)"
  4. Click "Show Profiles"

Creating a New Profile

  1. In Mail dialog, click "Add"
  2. Enter profile name
  3. Follow the wizard to add email accounts
  4. Set as default if needed

Profile Options

  • Always use this profile
  • Prompt for a profile to be used
  • Set default profile

Fixing Profile Issues

  • Create a new profile when experiencing persistent problems
  • Test with the new profile before removing the old one
  • Export settings from old profile if needed

Mail Setup Dialog

Email Account Configuration​

Account Types

Microsoft 365/Exchange

  • Modern authentication (OAuth)
  • Usually requires only email and password
  • Autodiscover handles server settings

POP3

  • Downloads emails to local computer
  • Typically deletes from server after download
  • Settings:
    • Incoming: pop.domain.com, port 995 (SSL)
    • Outgoing: smtp.domain.com, port 587 (TLS)

IMAP

  • Keeps emails on server
  • Better for multiple devices
  • Settings:
    • Incoming: imap.domain.com, port 993 (SSL)
    • Outgoing: smtp.domain.com, port 587 (TLS)

Manual Setup Process

  1. In Add Account wizard, select "Manual setup"
  2. Choose account type
  3. Enter server settings, username, password
  4. Test connection
  5. Complete setup

Common Outlook Errors​

Connection Issues

  • "Cannot connect to server"
    • Check internet connection
    • Verify server settings
    • Try Outlook Web Access to check service status
    • Create new profile if persistent

Send/Receive Errors

  • "Task 'server name - Sending' reported error (0x8004010F)"
    • Verify SMTP settings
    • Check if authentication is required
    • Try alternative ports (587 instead of 25)
    • Check antivirus email scanning

Performance Issues

  • Slow or freezing Outlook
    • Check PST/OST file size (compact if >10GB)
    • Disable add-ins temporarily
    • Start in safe mode (hold Ctrl while launching)
    • Repair Office installation

Specific Error Fixes

  • "The connection to Microsoft Exchange is unavailable"
    • Check network connectivity
    • Recreate Outlook profile
    • Verify Exchange service status

PST/OST File Management​

PST Files (Personal Storage Table)

  • Local storage files for email
  • User-created and managed
  • Portable between computers
  • Good for archiving or POP3 accounts

OST Files (Offline Storage Table)

  • Cache of Exchange/Microsoft 365 mailbox
  • Automatically generated
  • Tied to specific account
  • Regenerates if deleted

Managing Large Files

  • Compact PST: File > Account Settings > Data Files > Settings > Compact Now
  • Archive old emails to separate PST
  • Delete unnecessary items
  • Keep files under 10GB for performance

Location of Files

  • PST default: C:\Users\username\Documents\Outlook Files
  • OST default: C:\Users\username\AppData\Local\Microsoft\Outlook

Fixing OST Issues

  • Close Outlook
  • Rename or delete the OST file
  • Restart Outlook (file will regenerate)
  • Allow time to resync

Compact PST

Knowledge Check: Outlook Issues​

  1. Where in Windows would you access Outlook profile settings? a) Outlook Options b) Windows Settings c) Control Panel d) Outlook Welcome Screen

  2. What is the main difference between POP3 and IMAP email protocols? a) POP3 is more secure than IMAP b) POP3 typically downloads and removes emails from the server while IMAP keeps them on the server c) IMAP is an older protocol than POP3 d) POP3 supports folder synchronization while IMAP doesn't

  3. When Outlook is extremely slow to start or operate, what should you check first? a) Network connection speed b) PST/OST file size c) Windows version d) Computer's RAM amount

Network Drive Mappings​

Understanding UNC Paths​

UNC (Universal Naming Convention) paths identify shared resources on a network without requiring a drive letter.

Format:

\\servername\sharename\folder\subfolder

Components:

  • \\ - Indicates a UNC path
  • servername - Computer or server name (or IP address)
  • sharename - Shared folder name
  • \folder\subfolder - Optional path within share

Examples:

  • \\fileserver\accounting
  • \\192.168.1.10\shared\documents
  • \\nas01\marketing\campaigns

Benefits:

  • Works consistently across systems
  • Not dependent on drive letter assignments
  • Can be used in most Windows applications
  • Accessible from Run dialog (Win+R)

Mapping Network Drives​

Using File Explorer:

  1. Open File Explorer
  2. Click "This PC"
  3. Click "Map network drive" button
  4. Select drive letter
  5. Enter UNC path or browse to it
  6. Check/uncheck "Reconnect at sign-in"
  7. Check "Connect using different credentials" if needed
  8. Click "Finish"

Map Network Drive Dialog

Using Command Prompt:

net use [drive:] [UNC path] [/persistent:yes|no] [/user:domain\username password]

Examples:

  • Map Z: drive: net use Z: \\fileserver\accounting /persistent:yes
  • Use specific credentials: net use Z: \\fileserver\accounting /user:COMPANY\jsmith Password123
  • Delete mapping: net use Z: /delete

Using PowerShell:

New-PSDrive -Name Z -PSProvider FileSystem -Root "\\fileserver\accounting" -Persist

Troubleshooting Access Issues​

Common Network Drive Problems:

1. Cannot Access Share

  • Check if server/computer is online (ping servername)
  • Verify share still exists
  • Ensure Network Discovery is enabled in network settings

2. Access Denied

  • Verify username and password
  • Check Credential Manager for saved credentials
  • Map with explicit credentials: net use Z: \\server\share /user:domain\username password
  • Confirm user has permissions to the share

3. Drive Disconnects After Reboot

  • Ensure "Reconnect at sign-in" is checked
  • Use /persistent:yes in command line
  • Check for network connectivity at startup
  • Map through Group Policy for persistence

4. Mapped Drive Shows Disconnected

  • Check network connectivity
  • Try to access directly via UNC path
  • Disconnect and remap the drive
  • Verify server is online and share exists

Diagnostic Commands:

  • List all connections: net use
  • View available shares: net view \\servername
  • Check if network path exists: dir \\server\share

Knowledge Check: Network Drives​

  1. What is the correct format for a UNC path? a) servername\sharename b) \servername\sharename c) http://servername/sharename d) drive:\servername\sharename

  2. Which command would map the Z: drive to the accounting share on fileserver? a) map Z: \\fileserver\accounting b) net use Z: \\fileserver\accounting /persistent:yes c) map-drive Z: -path \\fileserver\accounting d) connect Z: to \\fileserver\accounting

  3. If a mapped network drive disconnects after each reboot, what's the most likely cause? a) The server is offline b) The "Reconnect at sign-in" option is not enabled c) Incorrect drive letter d) Outdated network drivers

Essential Troubleshooting Commands​

Group Policy Commands​

gpupdate /force - Updates Group Policy settings immediately

When to use:

  • After Group Policy changes are made
  • When Group Policy settings aren't applying correctly
  • When troubleshooting permission issues
  • After joining a domain or changing OUs

Syntax:

gpupdate [/target:{computer | user}] [/force] [/wait:value] [/logoff] [/boot]

Verifying Policy Application:

  • Use gpresult /r for summary
  • Use gpresult /h report.html for detailed HTML report

Network Diagnostic Commands​

ipconfig - Displays IP configuration information

Common uses:

  • ipconfig - Basic IP information
  • ipconfig /all - Detailed configuration including DNS, MAC address
  • ipconfig /release - Release DHCP-assigned IP address
  • ipconfig /renew - Request new IP from DHCP server
  • ipconfig /flushdns - Clear DNS resolver cache

When to use release/renew:

  • IP address conflicts
  • "Limited or no connectivity" errors
  • After network changes
  • When troubleshooting internet connectivity issues

ipconfig output

ping - Tests network connectivity to a host

Syntax:

ping [-t] [-a] [-n count] [-l size] target_name

Common uses:

  • Basic connectivity test: ping google.com
  • Continuous ping: ping -t google.com
  • Specific number of pings: ping -n 10 google.com

tracert - Traces the route to a destination

Syntax:

tracert [-d] [-h maximum_hops] target_name

Purpose:

  • Shows all routers/hops between you and destination
  • Identifies where network issues occur
  • Helps diagnose routing problems

nslookup - Queries DNS records

Basic usage:

  • nslookup domain.com - Get IP address for domain
  • nslookup -type=mx domain.com - Get mail server records

Performance Analysis Tools​

Task Manager

  • Access: Ctrl+Shift+Esc or right-click taskbar
  • Key tabs:
    • Processes: Shows running applications and resource usage
    • Performance: Graphs of CPU, memory, disk, network
    • Startup: Control auto-start applications
    • Users: See user sessions and resource usage

Resource Monitor

  • More detailed than Task Manager
  • Access: from Task Manager or run "resmon"
  • Shows detailed CPU, memory, disk, network usage
  • Helps identify resource bottlenecks

Task Manager Performance Tab

Knowledge Check: Troubleshooting Commands​

  1. When would you use the gpupdate /force command? a) To repair corrupted Windows system files b) To immediately apply Group Policy changes c) To reset user passwords d) To restore system settings to default

  2. What information does ipconfig /all provide that ipconfig alone does not? a) Router firmware version b) Detailed information like MAC address and DNS servers c) List of installed network drivers d) Network usage statistics

  3. Which tool would you use to identify which process is using excessive CPU resources? a) File Explorer b) Command Prompt c) Task Manager d) Control Panel

User Account Management​

Password Reset Procedures​

Local Account Password Reset:

  1. Login with administrator account
  2. Open Computer Management
  3. Navigate to Local Users and Groups > Users
  4. Right-click user > Set Password
  5. Enter and confirm new password

Command Line Method:

net user username newpassword

Domain Account Password Reset:

  1. Open Active Directory Users and Computers
  2. Find user account
  3. Right-click > Reset Password
  4. Enter and confirm new password
  5. Optional: "User must change password at next logon"
  6. Optional: "Unlock the user's account"

Azure AD/Microsoft 365:

  1. Open Microsoft 365 admin center
  2. Go to Users > Active users
  3. Select user > Reset password
  4. Generate new password or create custom one
  5. Toggle "Require this user to change their password"
  6. Send password via secure method

Account Creation Process​

Local User Creation:

  1. Open Computer Management
  2. Navigate to Local Users and Groups > Users
  3. Right-click > New User
  4. Fill in username, full name, password
  5. Set password options
  6. Add to appropriate groups

Domain User Creation:

  1. Open Active Directory Users and Computers
  2. Navigate to appropriate OU
  3. Right-click > New > User
  4. Complete user information wizard
  5. Set password and options
  6. Add to required groups

Microsoft 365/Azure AD User:

  1. Open admin center
  2. Select Users > Add a user
  3. Fill in name, username, password settings
  4. Assign appropriate licenses
  5. Assign admin roles if needed
  6. Set user information and email settings

Troubleshooting Account Lockouts​

Common Causes:

  1. User entering incorrect password repeatedly
  2. Old credentials saved in Credential Manager
  3. Services or scheduled tasks using outdated credentials
  4. Mapped drives with old credentials
  5. Mobile devices using old passwords

Unlocking Accounts:

  • Local: Computer Management > Local Users > Right-click user > Properties > uncheck "Account is locked out"
  • Domain: Active Directory Users and Computers > Right-click user > Properties > Account tab > uncheck "Account is locked out"
  • Command Line: net user username /domain /unlock

Finding Lockout Source:

  1. Check Event Viewer on domain controller
  2. Filter Security logs for Event ID 4740
  3. Note the "Caller Computer Name" field
  4. Check services, scheduled tasks, and apps on that computer

Knowledge Check: Account Management​

  1. What is required to reset a domain user's password? a) The user's current password b) Administrator access to a domain controller or ADUC c) Physical access to the user's computer d) The user's employee ID number

  2. Which command unlocks a domain user account via command line? a) net user username /unlock b) net user username /domain /unlock c) unlock-user username /domain d) user-unlock username

  3. What is the Event ID for account lockout events in Windows? a) 4625 b) 4740 c) 4724 d) 4738

Laptop Onboarding​

Setup Checklist​

Hardware Verification:

  • Physical inspection for damage
  • Test all ports, keyboard, trackpad
  • Verify screen (check for dead pixels)
  • Test wireless connectivity
  • Update BIOS/firmware

Operating System Setup:

  • Install OS or verify installation
  • Apply all updates
  • Configure regional settings
  • Install hardware drivers
  • Set computer name

Network Integration:

  • Domain Join:
    • Open System Properties (sysdm.cpl)
    • Computer Name tab > Change
    • Select Domain, enter domain name
    • Provide domain admin credentials
    • Restart
  • Azure AD Join:
    • Settings > Accounts > Access work or school
    • Connect > Join this device to Azure Active Directory
    • Enter credentials
    • Complete setup

Software Installation:

  • Core applications (Office, browsers, PDF reader)
  • Security software (antivirus, encryption)
  • Department-specific applications
  • Remote support tools
  • Update all software to latest versions

Security Configuration:

  • Enable disk encryption
  • Configure automatic updates
  • Set appropriate password policies
  • Enable screen lock timeout
  • Configure firewall settings

User Setup:

  • Create user account
  • Configure email
  • Map network drives
  • Set up printers
  • Transfer user data if needed

Documentation:

  • Record asset information
  • Note installed software
  • Document unique configurations
  • Provide user guide if needed

Pre-Delivery vs. User-Driven Setup​

Pre-Delivery (IT-Managed) Setup:

Advantages:

  • Consistent configuration across devices
  • Security measures verified by IT
  • Quality control
  • Less user downtime
  • Reduced initial support needs

Disadvantages:

  • Resource-intensive for IT
  • Longer deployment time
  • Less user personalization
  • Logistics complexity

User-Driven Setup:

Advantages:

  • Faster deployment
  • Less IT resource requirement
  • User involvement in process
  • Better scalability for large deployments
  • Modern cloud-first approach

Disadvantages:

  • Less consistency
  • Potential security gaps
  • Higher support call volume
  • User frustration potential
  • Quality control challenges

Modern Approaches:

  • Windows Autopilot: Zero-touch deployment with Azure AD
  • Apple Business Manager: Automated enrollment for Macs/iOS
  • Mobile Device Management (MDM): Policy-based configuration
  • Hybrid Models: IT handles security, user handles personalization

Knowledge Check: Laptop Onboarding​

  1. What should be completed before joining a computer to a domain? a) Installing user applications b) Setting up user email c) Setting a unique computer name d) Mapping network drives

  2. Which tool enables zero-touch deployment of Windows devices with Azure AD? a) Group Policy b) Windows Autopilot c) System Center Configuration Manager d) Windows Deployment Services

  3. What is an advantage of pre-delivery setup compared to user-driven setup? a) Faster deployment timeframe b) More consistent configuration across devices c) Less expensive implementation d) Better user customization options

Software Licensing Issues​

Common Licensing Errors​

Types of Licensing Models:

  • Perpetual: One-time purchase, owned indefinitely
  • Subscription: Recurring payment for continued access
  • Volume: Multiple licenses for organizations
  • Per-user vs. Per-device: Based on user or hardware

Common Errors:

Activation Failures:

  • "Windows is not activated"
  • "Product key is invalid"
  • "Activation server unavailable"
  • Hardware changes triggering reactivation

Subscription Issues:

  • "Your subscription has expired"
  • "Sign in required"
  • "Account issue detected"
  • Payment method failure

License Quantity Problems:

  • "No licenses available"
  • "License limit reached"
  • "Maximum installations reached"
  • License pool exhaustion

Adobe-Specific Issues:

  • "Sign in failed"
  • "This app was not licensed to this serial number"
  • "License has been deactivated"
  • Wrong Adobe ID used

Adobe Licensing Error

Troubleshooting Steps​

General Approach:

  1. Document exact error message
  2. Verify license/subscription status
  3. Check authentication (correct account)
  4. Verify internet connectivity
  5. Test application-specific solutions

Subscription Software:

  1. Verify active subscription in admin portal
  2. Confirm user assignment
  3. Sign out and sign back in
  4. Verify correct account is used
  5. Check for payment issues

Adobe-Specific Steps:

  1. Sign out from Creative Cloud desktop app
  2. Close all Adobe applications
  3. Sign back in with correct Adobe ID
  4. Verify license assignment in admin portal
  5. Use Adobe Cleaner Tool for persistent issues
  6. Check if user reached device limit (2 devices per license)

Volume License Issues:

  1. Verify connection to license server
  2. Check if maximum number of licenses is exceeded
  3. Deactivate unused installations
  4. Reset license server caches if needed

Knowledge Check: Software Licensing​

  1. What is typically the first troubleshooting step for software activation errors? a) Reinstall the software b) Verify active subscription/license status c) Run system file checker d) Update the operating system

  2. What is a common cause of Adobe Creative Cloud licensing errors? a) Graphics driver incompatibility b) User signed into wrong Adobe ID c) Not enough RAM d) Missing Windows updates

  3. How many computers can typically be activated with a single Adobe Creative Cloud license? a) 1 computer b) 2 computers c) 3 computers d) Unlimited computers

User Communication​

Effective Information Gathering​

Asking the Right Questions:

  • "When did the issue start?"
  • "Did anything change before the issue occurred?"
  • "Can you reproduce the problem?"
  • "What steps have you already tried?"
  • "Are others experiencing the same issue?"

Active Listening Techniques:

  • Paraphrase to confirm understanding
  • Ask clarifying questions
  • Take notes on key details
  • Acknowledge concerns
  • Avoid technical jargon

Documenting Issues:

  • Record exact error messages
  • Note time and frequency of issues
  • Document environment details
  • Create step-by-step reproduction steps
  • Track all troubleshooting attempts

Setting Expectations​

Communication Best Practices:

  • Avoid technical jargon with non-technical users
  • Explain what you're doing and why
  • Give realistic timeframes for resolution
  • Outline potential solutions and their impacts
  • Follow up after resolution

Managing User Frustration:

  • Acknowledge the impact on their work
  • Show empathy for their situation
  • Focus on solutions, not blame
  • Set clear expectations for next steps
  • Find temporary workarounds when possible

"PEBCAK" Situations:

  • "Problem Exists Between Chair And Keyboard" - user error situations
  • Focus on education, not embarrassment
  • Provide clear instructions to prevent recurrence
  • Document common issues for knowledge base
  • Identify training opportunities

Follow-Up Process:

  • Check that issue is fully resolved
  • Provide documentation or training if needed
  • Ask for feedback on support experience
  • Update knowledge base with solution
  • Identify patterns for proactive resolution

Knowledge Check: User Communication​

  1. When gathering information about a technical issue, which question is most effective? a) "Did you cause this problem?" b) "Have you tried restarting your computer?" c) "When did you first notice the issue and what changed around that time?" d) "Do you need this fixed immediately?"

  2. What is the best approach when dealing with user errors? a) Point out that the user caused the problem b) Use the opportunity to educate the user without blame c) Fix it quickly without explanation d) Report the incident to their manager

  3. When you need more time to resolve an issue, what's the best communication approach? a) Tell the user to be patient b) Explain why you need more time and provide a realistic timeframe c) Promise immediate resolution d) Refer them to another technician

Conclusion​

This condensed guide covers the most essential skills for IT support professionals preparing for job interviews. Remember that demonstrating a systematic troubleshooting approach is often more important than memorizing every solution. Focus on understanding the core principles behind each issue, developing your problem-solving methodology, and maintaining effective communication with users.

In technical interviews, be prepared to walk through your troubleshooting process for common scenarios like those covered in this guide. Explaining your thought process clearly while showcasing both technical knowledge and soft skills will help you stand out as a well-rounded IT support specialist.