The most likely reason you cannot connect to the employee's desktop is: The remote session from the Level 1 operator has not been disconnected.
When a Remote Desktop session is active, typically only one user can be connected to a Windows computer at a time. If the Level 1 operator's session is still active, it will prevent you from establishing a new connection until that session is either disconnected or logged off.
Before attempting to connect, it's essential to ensure that the previous session has been properly closed. You may want to coordinate with the Level 1 operator to verify if they are still connected or ask the employee to log off or disconnect their remote session. Once the previous session is cleared, you should be able to establish a new Remote Desktop connection.
As a Help Desk Level 2 operator, you are attempting to use Remote Desktop to connect to an employee's Windows desktop to resolve a printing issue that has been escalated from a Level 1 operator.
You know that both your Windows computer and the employee's Windows computer are configured correctly for this Remote Desktop connection. You also have the correct connection information. However, you are having problems accessing the employee's desktop.
Which of the following is the MOST likely reason that you cannot connect to the desktop?
Your firewall is not set up to allow the connection through port 3389.
The remote session from the Level 1 operator has not been disconnected.
You have the wrong IP address for the employee's computer.
The employee's computer is turned off.