Common IT Helpdesk Support Issues
Nicholas Mutsaerts
IT Support Specialist | Microsoft 365 Administration | Remote Support | End-User Training | Linux Enthusiast
The IT help desk team handles a wide range of technical support inquiries on a daily basis. While some problems may be complex, many common issues can be resolved through straightforward troubleshooting steps.
Slow computer performance
Performance can suffer from excessive background applications or limited disk space. Constantly maintain your system by closing unused programs, clearing temporary files, and running disk cleanup.
For Windows 11, proceed to disable startup add. Proceed to open Task Manager > Startup tab > Disable unneeded programs.
For MacOS, click on the Apple Menu and choose System Settings. Scroll down and select General > Login Items. Under the Open at Login section:
To disable an app: Select the app and click the “–” (minus) button.
You can also toggle off items listed under “Allow in the Background” if you do not want them running in the background.
If slow performance is related to hardware performance, consider refurbishing the desktop and laptop fleet. Additional RAM and/or large, faster solid state drive (SSD) can improve overall performance.
Performing a refresh install of Windows annually can help improve performance by clearing out accumulated clutter, fixing potential system issues, and ensuring that the system is running optimally. It is recommended to perform this process as a last resort.
Adopting the right IT lifecycle management will result in a significant increase in end-user satisfaction and can lead to a decrease in user support. Consider a 3-5 years laptop and desktop upgrade path. Check out my earlier post on Best practices for IT Lifecycle management for more details.
Checks the integrity of Windows file system
System File Checker (SFC) helps replace corrupted files with cached copies. Run this command via Command Prompt as Administrator
Deployment Imaging Service and Management Tool (DISM) is Used to fix Windows image and servicing problems. Run this command after SFC does not fix the issue. It connects to Windows Update to replace corrupted files
Internet Connectivity Issues
Restarting the router and checking if the device is connected to the right network. Verify the IP configuration. Basic troubleshooting for internet connectivity should include restarting the router and checking the cables.
In Windows 11, use the netsh winsock reset command when experiencing network connectivity issues that cannot be resolved through standard troubleshooting steps. A few common scenarios are malware infection, network configuration issues, and VPN issues. Winsock reset command restarts the communication required between your device and the network. (Run Command Prompt as Administrator).
Type netsh winsock reset and select Enter
Type netsh int ip reset and select Enter.
Type ipconfig /release and select Enter.
Type ipconfig /renew and select Enter.
Type ipconfig /flushdns and select Enter.
While MacOS does not have a direct equivalent of the netsh winsock reset command, here are a few steps to reset network settings on MacOS.
Open System Preferences: Click on the Apple menu in the top-left corner and select "System Preferences."
Go to Network: Click on the "Network" icon.
Select Wi-Fi: In the list on the left, click on "Wi-Fi."
Advanced Settings: Click the "Advanced" button in the lower-right corner.
Remove Networks: Under the "Wi-Fi" tab, go to "Preferred Networks" and remove all listed networks by selecting them and clicking the "-" button.
Restart Your Mac: Close the Network Preferences window and restart your Mac.
On Linux, one can perform similar network troubleshooting. Check out the network troubleshooting section my Linux cheat sheet.
Consider running an Internet speed test in order to verify upload and download speeds. Try speedtest and internet speed test. A good internet speed for home use is 100 Mbps upload and download speed. For an office environment, the ideal internet speed will depend on the number of staff members in the office.
Forgotten Password
Password resets are a common tasks for helpdesk teams. Implementing self-service password reset tools can simplify this process and minimize downtime. Encourage users to enable two-factor authentication for enhanced security and use password managers to prevent forgotten passwords. Tools like LastPass and Bitwarden are excellent options.
Printer Not Working
Network printer issues can be a daily concern for help desk teams. Here are a few troubleshooting steps.
Verify if the printer and the computer are connected to the right network.
Proceed to update printer drivers. In some occasions, remove and readd the printer.
Check printer paper tray and toner levels.
Occasionally a computer restart can resolve the issue.
For local printers, ensure that the printer cable is properly connected.
Software Crashes or Freezes
Instruct the user to close and reopen the application or restart their computer. If the issue persists, proceed to assist with updating software updates or reinstalling the application. For Windows 11, consider updating drivers via Device Manager.
Here are quick reference guides on How to update Apple MacBook laptops and How to install Windows Updates.
Quick Reference Guides
In IT helpdesk support, many issues can be resolved with quick troubleshooting steps. Empowering users to handle basic problems on their own can lead to faster resolution times and a more efficient support process. The creation of a good knowledge base with quick reference guides for staff members can assist greatly in managing help desk incidents. Here is a quick Windows 11 and MacOS Cheat Sheets.
Check out my earlier posts on:
About the Author
Nicholas Mutsaerts is an experienced IT Support Specialist focused on Windows, macOS, and Linux environments, and tier 2 help desk support. Passionate about empowering users through clear guidance and technical training.