nano README.md# IT Knowledge Base

Overview

This repository is a practical IT support knowledge base containing troubleshooting procedures, technical references, and reusable support documentation for common Help Desk and IT Support issues.

The articles are organized by technology area and are designed to provide clear, repeatable troubleshooting workflows that can be used when diagnosing end-user, system, network, identity, Microsoft 365, PowerShell, and hardware problems.

Purpose

The goal of this project is to demonstrate the ability to:

• Create clear technical documentation
• Develop repeatable troubleshooting procedures
• Diagnose common IT support issues
• Document verification and resolution steps
• Organize technical knowledge for future reference
• Translate hands-on lab experience into reusable support documentation

Knowledge Base Categories

Active Directory

• Map Network Drive
• Unlock User Account

Topics include account lockouts, domain authentication, network shares, permissions, and mapped drives.

Hardware

• Printer Offline
• USB Device Not Recognized

Topics include printer connectivity, Print Spooler troubleshooting, USB devices, drivers, ports, and Device Manager.

Microsoft 365

• Microsoft 365 License Issues
• Outlook Not Syncing

Topics include Microsoft 365 licensing, service provisioning, Outlook connectivity, account troubleshooting, and user access.

Networking

• DNS Troubleshooting
• No Internet Access

Topics include IP configuration, DNS, gateways, DHCP, connectivity testing, and network isolation.

PowerShell

• Common Help Desk Commands
• PowerShell Troubleshooting Checklist

Topics include system information, processes, services, networking, DNS, disk information, troubleshooting, and automation.

Windows

• Password Reset and Account Lockout
• Windows Update Troubleshooting

Topics include authentication problems, password resets, account lockouts, Windows Update, services, and system troubleshooting.

Troubleshooting Methodology

The knowledge base follows a consistent support process:

1. Identify the reported issue.
2. Gather symptoms and relevant information.
3. Verify basic connectivity or system status.
4. Isolate the likely cause.
5. Perform troubleshooting from least disruptive to more advanced actions.
6. Apply the appropriate resolution.
7. Verify that functionality has been restored.
8. Document the outcome and any important notes.

Common Tools and Technologies

• Windows 10
• Windows Server 2022
• Active Directory
• Microsoft Entra ID
• Microsoft 365 Admin Center
• Outlook
• PowerShell
• Command Prompt
• Device Manager
• Windows Services
• DNS
• DHCP
• TCP/IP
• SMB file sharing
• ipconfig
• ping
• nslookup
• net use
• Test-Connection
• Test-NetConnection
• Resolve-DnsName

Repository Structure

IT-Knowledge-Base/
├── Documentation/
│   ├── Active-Directory/
│   │   ├── Map-Network-Drive.md
│   │   └── Unlock-User-Account.md
│   ├── Hardware/
│   │   ├── Printer-Offline.md
│   │   └── USB-Device-Not-Recognized.md
│   ├── Microsoft-365/
│   │   ├── Microsoft-365-License-Issues.md
│   │   └── Outlook-Not-Syncing.md
│   ├── Networking/
│   │   ├── DNS-Troubleshooting.md
│   │   └── No-Internet-Access.md
│   ├── PowerShell/
│   │   ├── Common-Help-Desk-Commands.md
│   │   └── PowerShell-Troubleshooting-Checklist.md
│   └── Windows/
│       ├── Password-Reset-and-Account-Lockout.md
│       └── Windows-Update-Troubleshooting.md
├── README.md
└── .gitignore