GreenHornet IT
🎟️ Common Help Desk Tasks
Help DeskFrequently used IT support tasks — password resets, account unlocks, remote assistance, and performance fixes.
Passwords & Account Unlocks
| # | What to Do | How to Do It |
|---|---|---|
| 1 | Password reset (self-service) | Direct user to Okta or the company login portal > click Forgot Password. Follow reset steps via email. |
| 2 | Unlock account (Okta) | In the Okta Admin Console go to Directory > People, find the user, click Unlock. |
| 3 | Unlock account (Active Directory) | In ADUC or via PowerShell: Unlock-ADAccount -Identity "username". Confirm with the user. |
| 4 | Reset AD password (admin) | Use the Quick Reference PowerShell below, or right-click the user in ADUC > Reset Password. |
Remote Desktop Assistance
| # | What to Do | How to Do It |
|---|---|---|
| 1 | Connect to user's machine | Use LogMeIn Resolve or the assigned remote tool. Always get the user's verbal permission before connecting. |
| 2 | RDP to a machine | Press Win+R > type mstsc > enter the computer name or IP. Sign in with admin credentials. |
Hardware & Software Requests
| # | What to Do | How to Do It |
|---|---|---|
| 1 | New hardware request | Submit a ticket in the help desk system with the user's name, department, and hardware needed. |
| 2 | Software installation | Check if the software is approved. Deploy via Lansweeper or RMM tool, or guide the user through manual install. |
Slow Computer Fix
| # | What to Do | How to Do It |
|---|---|---|
| 1 | Check CPU & RAM usage | Open Task Manager (Ctrl+Shift+Esc). Look for processes using high CPU or memory. |
| 2 | Restart and clear temp files | Restart the computer, then run cleanmgr or use the one-liner below to clear temp files. |
| 3 | Run Windows Update | Install any pending updates — outdated systems often run slowly due to background update activity. |
Quick Reference — One-Liners
| Task | Command (PowerShell — Run as Admin) |
|---|---|
| Unlock AD account | Unlock-ADAccount -Identity "username" |
| Reset AD password | Set-ADAccountPassword -Identity "user" -NewPassword (ConvertTo-SecureString "TempP@ss1!" -AsPlainText -Force) -Reset |
| Find locked-out accounts | Search-ADAccount -LockedOut | Select-Object Name, SamAccountName, LockedOut |
| Check account status | Get-ADUser "username" -Properties LockedOut, Enabled, LastLogonDate | Select-Object Name, Enabled, LockedOut, LastLogonDate |
| Clear user temp files | Remove-Item -Path $env:TEMP\* -Recurse -Force -ErrorAction SilentlyContinue |
| Check top CPU processes | Get-Process | Sort-Object CPU -Descending | Select-Object -First 10 Name, CPU, WorkingSet |
| Open RDP | Start-Process mstsc |