helpdesk-runbook

Step-by-step runbooks for the 20 most common IT helpdesk tickets. Each runbook is what I wish I had had on my first day of a support job.

Why this exists

Interview question I have seen on every helpdesk job posting: "Walk me through how you would resolve a user who cannot connect to the VPN." Most candidates freeze. This repo is my prepared answer for the 20 tickets that will hit me most often.

The 20 tickets

• 01-password-reset.md — User cannot log in / needs password reset
• 02-printer-offline.md — Printer showing offline
• 03-email-not-syncing.md — Outlook not receiving new mail
• 04-vpn-wont-connect.md — VPN connection fails
• 05-slow-computer.md — Computer running slow / unresponsive
• 06-blue-screen.md — Windows BSOD walkthrough
• 07-wifi-drops.md — Wi-Fi keeps disconnecting
• 08-screen-black.md — Monitor shows no signal
• 09-account-locked.md — Active Directory account locked out
• 10-software-install.md — Software install request (approved apps only)
• 11-new-hire-setup.md — Provisioning a new employee (AD, email, groups, laptop imaging)
• 12-offboarding.md — Deprovisioning a departing employee
• 13-shared-drive-access.md — Cannot access shared network drive
• 14-mfa-lost-device.md — User lost MFA device / needs re-enrollment
• 15-external-monitor.md — Second monitor not detected
• 16-audio-not-working.md — Sound not working in meeting
• 17-phishing-report.md — User reports suspected phishing email
• 18-file-recovery.md — User deleted a file, needs recovery from backup
• 19-mobile-email-setup.md — Setting up work email on personal phone
• 20-remote-desktop.md — Cannot RDP into another machine

Standard runbook format

Each runbook follows the CompTIA 6-step troubleshooting methodology:

1. Identify the problem — Questions to ask the user
2. Establish a theory of probable cause — Most likely causes ranked
3. Test the theory to determine the cause — Verification steps
4. Establish a plan of action — Fix steps with commands and screenshots
5. Verify full system functionality — How to confirm the fix
6. Document findings — Template ticket close-out message

Sample runbook walkthrough

(add screenshot of one full runbook once built)

What I learned building this

• The value of asking the right diagnostic questions before touching anything
• How to document a fix so the next tech does not repeat the debug work
• How the CompTIA troubleshooting methodology actually applies in practice

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Part of my Fall 2026 certification path: Google IT Support + CompTIA A+ + ServiceNow CSA.