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IT Support Process

IT Support Process

Run this checklist whenever you need to troubleshoot a client's computer in person.
1
Introduction:
2
Preliminary data:
3
Select client profile
4
Record details of the support request
5
Common issues:
6
Have the client recreate the issue for you
7
Examine all cable connections
8
Check for system updates in Linux Ubuntu
9
Check for system updates in macOS
10
Check for system updates in Windows 10
11
Reset their computer
12
Look for signs of overheating
13
Application support:
14
Perform general application troubleshooting
15
Perform Clio troubleshooting
16
Perform DuxWare troubleshooting
17
Perform AutoCAD troubleshooting
18
Perform Salesforce troubleshooting
19
Perform Quickbooks troubleshooting
20
Free up some space on the hard drive
21
Check their startup programs in Linux Ubuntu
22
Check their startup programs in macOS
23
Check their startup programs in Windows 10
24
Uninstall unnecessary programs in Linux Ubuntu
25
Uninstall unnecessary programs in macOS
26
Uninstall unnecessary programs in Windows 10
27
Security problems:
28
Check that Uncomplicated Firewall (UFW) is active in Linux Ubuntu
29
Check that only one antivirus is active in macOS
30
Check that only one antivirus is active in Windows 10
31
Run an antivirus system check in Linux Ubuntu
32
Run an antivirus system check in macOS
33
Run an antivirus system check in Windows 10
34
Connection issues:
35
Ensure that the router is not causing the issue
36
Check that the computer is connected to the router
37
Configure Wi-Fi settings in Linux Ubuntu
38
Configure Wi-Fi settings in macOS
39
Run the network troubleshooter in Windows 10
40
Computer display:
41
Update Linux Ubuntu video card drivers
42
Update macOS video card drivers
43
Update Windows 10 video card drivers
44
Check the screen resolution in Linux Ubuntu
45
Check the screen resolution in macOS
46
Check the screen resolution in Windows 10
47
Finishing up:
48
Forward support ticket report
49
Sources:
50
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