Cheatsheet: IT Support Best Practices

1. Communication Skills and Professionalism

1.1 Professional Communication Techniques

1.2 Dealing with Difficult Customers

• Do not argue or become defensive
• Avoid dismissing or minimizing customer concerns
• Do not be judgmental of customer's technical knowledge
• Listen actively and acknowledge their frustration
• Remain calm and professional regardless of customer behavior
• Escalate to supervisor when situation cannot be resolved directly

1.3 Cultural Sensitivity

• Be aware of cultural differences in communication styles
• Respect personal space and physical boundaries
• Use appropriate titles and forms of address
• Be mindful of language barriers; speak clearly and confirm understanding

2. Troubleshooting Methodology

2.1 Six-Step Troubleshooting Process

2.2 Information Gathering Techniques

• Ask open-ended questions: "What were you doing when the problem occurred?"
• Gather details about error messages or symptoms
• Identify environmental or infrastructure changes
• Review system logs and event viewer entries
• Attempt to reproduce the issue
• Isolate problems when multiple issues exist

3. Safety Procedures

3.1 Electrical Safety

3.2 Physical Safety

• Lift heavy objects with proper technique: bend knees, keep back straight, lift with legs
• Use assistance or mechanical aids for objects over 50 pounds
• Wear safety equipment: safety glasses when working with compressed air, gloves when handling sharp components
• Remove jewelry and secure loose clothing when working inside equipment
• Keep work area clean and organized to prevent accidents

3.3 Environmental Controls

3.4 Fire Safety

• Class C fire extinguisher for electrical fires
• Class ABC extinguisher for general purpose use
• Never use water on electrical fires
• Know evacuation routes and assembly points
• Pull alarm and evacuate before attempting to fight large fires

4. Environmental Protection and Disposal

4.1 Proper Disposal Methods

4.2 Environmental Compliance

• Follow local, state, and federal regulations for hazardous waste
• Maintain compliance with EPA and OSHA guidelines
• Use authorized disposal vendors for regulated materials
• Document disposal for audit and compliance purposes

5. Privacy, Licensing, and Policy

5.1 Data Privacy

5.2 Software Licensing

• Personal License: Single user, single device installation
• Enterprise License: Organization-wide deployment with volume pricing
• Open Source License: Free to use with specific terms (GPL, MIT, Apache)
• Verify license compliance during software installations
• Maintain license documentation and proof of purchase
• Never install unlicensed or pirated software
• Track license counts to ensure compliance with agreements

5.3 Digital Rights Management (DRM)

• Protects copyrighted digital media from unauthorized use
• Enforces restrictions on copying, sharing, and playback
• Respect DRM protections; do not attempt to circumvent
• Verify legitimate access rights before assisting users

5.4 Corporate Policies

6. Incident Response

6.1 Incident Types

6.2 Chain of Custody

• Document who collected evidence, when, and where
• Maintain detailed logs of evidence handling
• Use tamper-evident bags or containers for physical evidence
• Track all transfers of evidence between parties
• Preserve original state; work from copies when possible
• Never turn off system involved in security incident without consulting security team

6.3 First Response Actions

• Identify and verify the incident
• Report to appropriate personnel (security team, supervisor, management)
• Contain the incident to prevent further damage
• Preserve evidence and document observations
• Follow escalation procedures defined by organization
• Do not attempt unauthorized investigation or remediation

7. Change Management

7.1 Change Management Process

7.2 Change Documentation

• Maintenance windows: scheduled downtime for updates and changes
• Standard operating procedures: documented steps for common changes
• Rollback plan: procedures to reverse change if problems occur
• Notification to affected users: communicate timing, impact, and expected duration
• Post-implementation review: document results, issues, and lessons learned

7.3 Types of Changes

• Standard Change: pre-approved, low-risk, routine changes with documented procedures
• Normal Change: requires CAB review and approval; follows full change process
• Emergency Change: expedited approval for urgent fixes; post-implementation review required

8. Backup and Recovery

8.1 Backup Types

8.2 Backup Best Practices

• 3-2-1 Rule: 3 copies of data, 2 different media types, 1 offsite copy
• Test restores regularly to verify backup integrity
• Schedule backups during off-peak hours
• Encrypt backup data for security
• Maintain backup logs and verify completion
• Store offsite backups in secure location
• Define retention periods based on compliance and business requirements

8.3 Disaster Recovery

9. Regulated Data and Compliance

9.1 Data Protection Regulations

9.2 Handling Regulated Data

• Classify data according to sensitivity and regulatory requirements
• Implement appropriate access controls and encryption
• Maintain audit trails for data access and modifications
• Follow data retention and destruction policies
• Report breaches according to regulatory timelines
• Limit data collection to necessary information only
• Train staff on compliance requirements and handling procedures

10. Remote Access and Support

10.1 Remote Support Tools

10.2 Remote Access Security

• Use strong authentication (multi-factor when available)
• Encrypt all remote sessions
• Verify user identity before initiating support
• Limit remote access to necessary personnel
• Log all remote access sessions
• Disconnect sessions when support is complete
• Use VPN for accessing internal resources remotely
• Disable remote access features when not in use

10.3 Remote Support Best Practices

• Obtain verbal or written permission before accessing system
• Explain actions being performed to user
• Respect user privacy; avoid viewing personal files
• Document all actions taken during session
• Verify issue resolution before ending session
• Ensure user knows how to prevent future occurrences

11. Ticketing and Documentation

11.1 Ticketing System Elements

11.2 Documentation Requirements

• Problem description: clear statement of issue reported by user
• Troubleshooting steps: all actions taken to diagnose and resolve
• Solution implemented: specific fix or workaround applied
• Parts used: replacement components with part numbers
• Time spent: accurate recording for billing and metrics
• Follow-up actions: any pending tasks or monitoring required
• User confirmation: acknowledgment that issue is resolved

11.3 Knowledge Base Management

• Document common problems and solutions for future reference
• Include step-by-step procedures for recurring issues
• Update articles when new solutions are discovered
• Use clear, searchable titles and keywords
• Categorize articles for easy navigation
• Review and verify accuracy periodically

12. Asset Management and Inventory

12.1 Asset Tracking

12.2 Procurement and Deployment

• Follow purchasing procedures and approval workflows
• Verify compatibility with existing infrastructure
• Document vendor information and support contacts
• Record warranty and support agreement details
• Assign asset tags upon receipt
• Add to inventory database before deployment
• Configure and image devices according to standards
• Document deployment date and assigned user

12.3 End-of-Life Procedures

• Identify equipment for retirement based on age, support status, or failure
• Back up all data before decommissioning
• Sanitize or destroy storage devices to protect data
• Remove from inventory and asset management system
• Dispose through proper channels (recycling, donation, certified destruction)
• Document disposal method and date
• Update license counts if software licenses can be reassigned

13. Prohibited Content and Activities

13.1 Prohibited Content

• Illegal materials: pirated software, copyrighted media, hacking tools
• Inappropriate material: adult content, offensive images, hate speech
• Malicious software: viruses, trojans, spyware, ransomware
• Unlicensed software: applications without proper licensing
• Personal business materials: files related to outside employment or business ventures

13.2 Prohibited Activities

• Unauthorized access: accessing systems, data, or accounts without permission
• Password sharing: providing credentials to others or using shared accounts
• Unauthorized software installation: installing applications without approval
• Personal use: excessive personal email, shopping, social media, gaming on company time
• Network abuse: consuming excessive bandwidth, running personal servers
• Data exfiltration: copying confidential data to personal devices or external services
• Circumventing security: disabling antivirus, bypassing content filters, avoiding monitoring

13.3 Enforcement and Consequences

• Monitor compliance with acceptable use policies
• Report violations to appropriate management or security personnel
• Document incidents for disciplinary action or legal proceedings
• Consequences may include warnings, suspension of access, termination, or legal action
• Technicians must report violations discovered during support activities

14. Physical Security

14.1 Access Controls

14.2 Equipment Security

• Cable locks: secure laptops and portable equipment to desks
• Server locks: locked racks and cages in data centers
• USB locks: physical blocks to prevent unauthorized USB device use
• Laptop alarms: motion sensors that trigger when device is moved
• Secure disposal: use locked bins for paper and media requiring secure destruction

14.3 Environmental Monitoring

• Security cameras: monitor entry points and equipment areas; record for incident investigation
• Motion sensors: detect unauthorized access during off-hours
• Lighting: adequate illumination in parking areas and building perimeter
• Alarm systems: intrusion detection with alerts to security personnel
• Visitor logs: record all non-employee access including name, time, purpose, escort

14.4 Clean Desk Policy

• Secure sensitive documents when not in use
• Lock workstations when leaving desk
• Store media and removable drives in locked drawers
• Shred confidential papers before disposal
• Clear whiteboards containing sensitive information

15. Mobile Device Management

15.1 Mobile Device Policies

15.2 BYOD (Bring Your Own Device)

• User agreement: acknowledge acceptance of corporate policies on personal device
• Security baseline: minimum OS version, encryption, password requirements
• Data separation: corporate data isolated from personal apps and files
• Limited access: may restrict access to sensitive systems or data
• Compliance monitoring: MDM verifies device meets security requirements
• Offboarding: corporate data wiped upon separation; personal data retained

15.3 Mobile Security Features

• Passcode lock: require complex password or biometric authentication
• Full device encryption: protect data at rest
• Remote lock: disable device remotely if lost or stolen
• Remote wipe: erase all data remotely to prevent data breach
• Locator services: GPS tracking to find lost devices
• App whitelisting/blacklisting: control which applications can be installed
• VPN requirement: mandate encrypted connection for corporate access