Google IT Support Practice Strategy

Hardware misses involve components, storage, peripherals, printers, displays, power, cabling, or physical symptoms. Review what evidence separates device failure from software or network behavior.

Software misses involve installation, updates, processes, files, permissions, logs, or operating-system settings. Compare Windows and Linux behavior when the issue involves users, files, commands, or services.

Networking misses should be sorted into TCP/IP, DNS, DHCP, Wi-Fi, VPN awareness, routing, or remote service access. Identify whether the device lacks connectivity, name resolution, address assignment, or access to a protected resource.

Account misses often involve passwords, lockouts, MFA, groups, file permissions, or access scope. The correct support action should restore access without granting unnecessary privileges.

Security misses may involve phishing, malware, patching, unsafe links, encryption, authentication, authorization, or suspicious behavior. The right answer often protects the user and escalates when policy requires it.

Communication misses happen when the technical fix ignores the user. Documentation misses happen when symptoms, steps, results, or escalation notes are missing.

Escalation is not failure. Escalate when the issue exceeds access, skill, policy, risk, or ownership. Include evidence so the next support tier can continue efficiently.