All 9 standard operating procedures in one place. Each SOP is the Phase 2 procedure from its module — step-by-step, escalation criteria, and quick-reference included.
Core tickets every help desk technician handles. Master these before moving to Tier 2.
Identity verification, local vs. domain account resets, MFA recovery flows, and post-reset confirmation. Covers Windows local accounts and Active Directory-joined environments.
Admin rights check, installation sources, silent deployment flags, post-install validation, and clean uninstall procedures. Includes handling stubborn remnants and registry cleanup.
Scope assessment (one device vs. many), IP address validation, ipconfig release/renew, layered ping test, DNS flush, Wi-Fi profile removal, and driver reinstall. APIPA and DHCP failure coverage.
Physical inspection, connectivity verification, print queue check, spooler service restart and nuclear clear, test print, driver reinstall, and add-by-IP fallback. Covers USB and network printers.
Link light inspection, cable swap, wall port test, cable tester use, switch port cycle, re-termination to T568B, and NIC troubleshooting in Device Manager. Covers Cat 5e through Cat 8 and fiber basics.
Advanced support tasks requiring deeper OS and security knowledge. Build on Tier 1 before starting here.
Ransomware network isolation, IOC documentation, safe mode boot, Defender full scan, Malwarebytes run, persistence check (Task Scheduler / registry run keys), browser reset, and post-removal hardening.
Task Manager Performance tab, Processes resource sort, Startup impact review, disk space check, Event Viewer critical errors (Event IDs 41/6008/7034/7036), chkdsk /f /r, and Windows Update with sfc /scannow.
Identity verification, ADUC / Find Computer search, account unlock and password reset, expiry check, group membership audit, new user provisioning, and account disable / offboarding procedure.
Windows Update verification, local admin audit, standard user enforcement, Defender / Firewall check, BitLocker enablement, disable SMBv1 and unused services, and audit policy configuration via Group Policy.