Question

Describe how you would troubleshoot the following scenario. Is there a set amount of time you would spend to solve the problem before asking for assistance? What information would you collect and include if you had to put in a support ticket to the organization's helpdesk for the issue?

Your coworker is having trouble printing, and since you are the "tech savy" new hire they have asked you for assistance. The coworker has a Windows 10 desktop with a wired network connection, and is attempting to print a word document to the networked printer down the hall. You printed something to that same printer about an hour ago. Your coworker prints the document, but nothing has printed when he/she goes to the printer

Answer 1

Troubleshooting the printing issue involves checking the printer status, network connectivity, clearing the print queue, and verifying print settings. It is reasonable to spend 10 to 15 minutes on this before asking for assistance. When escalating to the helpdesk, include detailed information such as the printer model, computer OS, and any error messages.

Step-by-step explanation:

When troubleshooting the issue of the coworker not being able to print, there are several steps you can take. First, ensure that the printer is on and has paper and toner. Next, check that the printer is still connected to the network and is selected as the default printing device on the coworker's Windows 10 desktop.

If there are no issues with printer connectivity or availability, investigate the print queue for any stuck or failed print jobs; they may need to be cleared before new jobs will print. Additionally, verify the document's print settings in the word processing software to make sure the correct printer is selected and that all print settings are appropriate.

If after these steps the issue persists, gather relevant details such as the printer model, the user's computer operating system, any error messages displayed, and the time when the issue occurred. This information will be invaluable for the organization's helpdesk to understand and resolve the problem more efficiently.

As for time spent on this troubleshoot, it's reasonable to spend around 10 to 15 minutes trying basic solutions. If the problem is not resolved by then, it's advisable to escalate the issue by contacting the helpdesk with the collected information.