Google IT Support case studies
Google IT Support · Put your knowledge to work in context.
The Google IT Support Certificate is a fully online, foundational career certificate hosted on Coursera and developed and taught by Google subject-matter experts. It is built for people with no prior IT background - there are no prerequisites and no degree is required - as well as for anyone already working in support who wants to formalize their skills. The Google IT Support case studies are 5 cases and about 3,789 words.
1The Printer That Only Fails When You Are Not Looking
You are a tier-1 support agent at a 300-person logistics company. Dana, a warehouse shift supervisor, has called three times in two days about a label printer that stops printing mid-shift, forcing her team to re-scan more than 60 parcels by hand each time.
767 words, about 4 min2Conference Room B Drops Every Video Call
A 60-person office runs a single /24 DHCP scope (254 usable addresses) with 8-day leases and about 90 devices: laptops, VoIP handsets, and a guest network that sees heavy visitor churn. In Conference B, video calls break up every 10 to 15 minutes, but only when more than six people join.
752 words, about 4 min3Four Gigabytes and a Month-End Close
A finance analyst's Windows 10 laptop (Core i5, 4 GB RAM, 5400 rpm hard drive) takes six minutes to boot and freezes constantly in Outlook and Excel. Task Manager shows disk at 100 percent and memory at 92 percent; the page file is thrashing.
785 words, about 4 min4One Click, One Login, Two Hours to Wire Release
A finance user, Priya, reports a fake DocuSign email. Two colleagues clicked the link; one typed credentials into a lookalike Microsoft 365 page.
737 words, about 4 min5The Chatbot Wrote the Runbook
You administer a 500-user Microsoft 365 and Active Directory environment. Your team wants to publish 40 knowledge-base articles by Friday and proposes having a public AI chatbot draft them from recent ticket notes and generate a PowerShell script that disables AD accounts inactive for 30 days and moves them to a Disabled OU.
748 words, about 4 min