Active Directory is our on-site “master directory” for managing user accounts, computer access, and security policies. It runs on a local server and keeps track of who can log in and what they can access.

1. Log in to the AD Server using your Helpdesk admin account.
2. Open Active Directory Users and Computers.
3. Find the OU where the user belongs.
4. Right-click the OU, select New > User.
5. Enter the user’s details, set a temporary password.
6. (Optional) Add extra details like Email, Department, or Phone.
7. Wait for the user to appear in Azure AD after the next sync.

1. Open AD Users and Computers.
2. Locate the user.
3. Right-click the user > Reset Password.
4. Set a new temporary password; check User must change password....
5. Notify the user securely.

1. Open AD Users and Computers.
2. Right-click the user > Properties.
3. Under the Account tab, check Unlock account.
4. Click OK and have user log in again.

Azure AD is the cloud version of Active Directory and is synced with our on-site AD. It manages access to online services like Microsoft 365.

1. Log in to the Azure AD Connect Server.
2. Open Azure AD Connect and check Sync Status.
3. If sync failed, open Synchronization Service Manager, check the Operations tab for errors.

• Duplicate Username/Email: Make user logons unique in AD.
• Missing Info: Ensure fields like Email are filled in AD.
• Sync Not Running: Run a full sync in Azure AD Connect.

1. Verify the need for the software.
2. Obtain the installer from an approved location.
3. Run as administrator, enter Helpdesk creds.
4. Follow the wizard and verify installation.

1. Right-click desktop > Display settings.
2. Adjust resolution, brightness, multiple monitors.

1. Right-click speaker icon > Open Sound settings.
2. Set Output/Input devices and test.

1. Ensure Bluetooth is on, add device, follow prompts.

Wi-Fi: Connect, enter password, test page.

Ethernet: Plug cable, check network icon.

1. Settings > Update & Security > Windows Update.
2. Check for updates, install, restart if needed.

Outlook: Add account, verify send/receive.

Teams: Confirm logins and meeting access.

OneDrive: Check file sync, OneDrive icon active.

SharePoint: Access and share documents via team sites.

1. Admin Center > Users > Active Users.
2. Select user, assign or remove licenses.
3. Save, have user sign out/in to confirm.

1. Admin Center > Teams & groups > Active teams & groups.
2. Create or edit groups, add/remove members.
3. SharePoint site permissions, invite group if needed.

Outlook Crashes: Safe Mode, disable add-ins, repair Office.

Emails Not Sending: Check internet, mailbox size, profile, or use MS SaRA.

Teams Login Fail: Verify license, clear cache, reinstall, check service health.

Audio/Video in Teams: Test devices, disable VPN/firewall, check speeds.

OneDrive Sync: Reset OneDrive, check file names/size, storage limits.

SharePoint Access Denied: Check site permissions, license, or share settings.

1. Admin Portal > Users > Add User.
2. Enter user info, extension, phone details.
3. Save, send invite email.

1. Go to Users, select user.
2. Under Licenses, select appropriate license, Save.
3. Click Add Extension if needed.

1. Open user profile, select Roles or Edit for custom permissions.
2. Click Save.

• Check device settings in the RC app, correct audio devices, volume.
• Test internet, update drivers, restart devices.
• Close conflicting audio apps, check QoS, try wired instead of Wi-Fi.

1. Log in to the Mimecast Admin Console.
2. Gateway > Held Emails/Quarantine, search email, select > Release.

1. Understand existing policies, gather requirements.
2. Contact MSP with details, follow up, test changes.
3. Document everything.

1. OneLogin Admin > Apps > Add App.
2. Configure SSO, map attributes, assign access.
3. Save and test.

1. Direct user to Azure AD Self-Service.
2. If locked out, reset password in Azure portal.
3. Check sync status, user logs in with new password.

1. Log in to Salesforce, go to Cases.
2. Open the case, change Status, Save.
3. (Optional) Add notes in Case Comments or Notes.

1. Salesforce Setup > Users > Users.
2. Select user, click Reset Password.
3. Confirm the user receives the reset email.

• ipconfig: Displays network configuration details. Use flags like /all for full details or /release and /renew to manage DHCP assignments.
• ping: Tests connectivity to a host by sending ICMP packets. Useful to quickly verify network access.
• tracert: Traces the path packets take to a network destination, which helps pinpoint latency or routing issues.
• nslookup: Resolves domain names to IP addresses (and vice versa). Handy for troubleshooting DNS issues.

• systeminfo: Provides detailed info about the system’s configuration, including OS version and hardware details.
• tasklist: Lists all running processes. Useful for identifying resource hogs or unauthorized apps.
• taskkill: Ends a process by its PID or image name. Combine with tasklist to terminate problematic processes.
• netstat: Displays active TCP connections, ports in use, and network statistics.

• chkdsk: Scans and repairs disk errors. chkdsk /f can fix file system issues on a drive.
• sfc /scannow: Scans integrity of protected system files and repairs corrupted files.
• diskpart: Manages disks, partitions, and volumes. Use with caution.

• powercfg: Configures power settings and generates energy reports to troubleshoot power issues.
• shutdown: Shuts down, restarts, or logs off a computer. Useful for remote or scripted operations.
• netsh: A versatile command for viewing/configuring network settings, including firewall and wireless profiles.

• driverquery: Lists all installed drivers and their properties, helpful for diagnosing hardware compatibility issues.
• getmac: Displays the MAC addresses for the network adapters on the system.

• Connect-MsolService
• Connect-ExchangeOnline

• Get-MsolUser -UserPrincipalName user@domain.com
• Get-MsolUser
• Set-MsolUserPassword -UserPrincipalName user@domain.com -NewPassword "NewP@ssw0rd" -ForceChangePassword $true
• Set-MsolUser -UserPrincipalName user@domain.com -BlockCredential $true (Disable)
• Set-MsolUser -UserPrincipalName user@domain.com -BlockCredential $false (Enable)

• Get-MsolGroup
• Get-MsolGroupMember -GroupObjectId (Get-MsolGroup -SearchString "GroupName").ObjectId
• Add-MsolGroupMember -GroupObjectId (Get-MsolGroup -SearchString "GroupName").ObjectId -GroupMemberType User -GroupMemberObjectId (Get-MsolUser -UserPrincipalName user@domain.com).ObjectId
• Remove-MsolGroupMember -GroupObjectId (Get-MsolGroup -SearchString "GroupName").ObjectId -GroupMemberObjectId (Get-MsolUser -UserPrincipalName user@domain.com).ObjectId

• Get-Mailbox -Identity user@domain.com
• Get-MailboxStatistics -Identity user@domain.com | Select DisplayName,TotalItemSize
• Set-Mailbox -Identity user@domain.com -ForwardingSMTPAddress "anotheruser@domain.com" -DeliverToMailboxAndForward $true
• Set-Mailbox -Identity user@domain.com -ForwardingSMTPAddress $null
• Get-MailboxAutoReplyConfiguration -Identity user@domain.com
• Set-MailboxAutoReplyConfiguration -Identity user@domain.com -AutoReplyState Enabled -InternalMessage "I am out of office" -ExternalMessage "I am currently unavailable."

• Get-Mailbox -RecipientTypeDetails SharedMailbox
• Add-MailboxPermission -Identity shared@domain.com -User user@domain.com -AccessRights FullAccess -InheritanceType All
• Remove-MailboxPermission -Identity shared@domain.com -User user@domain.com -AccessRights FullAccess -InheritanceType All

• Disconnect-MsolService
• Disconnect-ExchangeOnline