CompTIA A+ Core 1 (220-1001) — Question 323

Users all over campus are calling the help desk to report issues connecting to the Internet. The help desk follows a script to ask questions about their issues. All the users answer the questions similarly. A help desk technician confirms no environmental changes have taken place and is currently looking through multiple system and application logs. Which of the following steps in the troubleshooting methodology is the technician currently performing?

Answer options

• A. Testing the theory to determine cause
• B. Identifying the problem
• C. Documenting findings, actions, and outcomes
• D. Establishing a plan of action to resolve the issue

Correct answer: B

Explanation

The technician is currently identifying the problem, which involves gathering information about the issue from users and reviewing logs. Since all users describe similar connectivity problems, it indicates that the technician is still in the phase of understanding the issue before moving on to test theories or create a resolution plan. The other options represent different steps that follow this initial identification phase.