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Systems Support

Problem Solving and Troubleshooting

Definition of Problem Solving and Troubleshooting

Problem Solving or troubleshooting is the ability to take an undesired state or issue, identify what is causing the issue, and then find the appropriate solution. The problem-solving competency is critical to the Systems Support community because most of the work done by this community is directly related to troubleshooting and solving undesired issues relating to technology.

Assistant: The Assistant is capable of following a logical thought possess that will help to identify the cause of a problem and possible solutions. This logical process will include the ability to gather data through various means, sort the data for relevancy, identify key information, hypothesize on the possible root causes of the problem, identify possible solutions, implement testing to find the correct solution and documentation of the complete process.

Associate: The Associate is comfortable with the problem-solving process and has experience solving problems in a technical working environment. The Associate is able to work through the steps of the problems solving process effortlessly and knows when and how to properly escalate problems.

Senior Associate: The Senior Associate consistently demonstrates problem-solving skills in work. Can independently identify problems, research, analyze, resolve, and verify solutions. Has appropriate logic and technical skills for the level of technical problems. Determines metrics, analyzes statistics, and applies good analytical/critical thinking. Contributes ideas that can further improve business processes.

Professional: The Professional possesses well-developed skills for resolving technology problems as well as business and customer relations problems. They can address foreseen and unforeseen obstacles successfully and apply proven analytical skills. They are capable of making decisions that impact the scope of a project in a timely manner, and take responsibility. The Professional researches and learns new techniques and then helps to mentor others.

Senior Professional: The Senior Professional has developed the business and technical acumen to foresee and resolve complex business and technology problems, and applies this knowledge to University-wide and systemic issues. They are trusted by others and help others to foresee challenges and strategize for long-term resolution. The Senior Professional exemplifies creativity by generating new solutions to client and University issues. They set standards of ingenuity for the organization through their ability to solve problems.

Principal: The Principal has developed the business and technical acumen to foresee and resolve complex business and technology problems often before they occur. They work to apply this insight to University-wide and systemic issues. The Principle is looked to and trusted by others to foresee challenges and strategize for long-term resolution. They exemplify creativity by generating new solutions and set the standard of ingenuity for the organization through their work. The Principle is comfortable making important product and business decisions utilizing appropriate data, collaboration, strategy, ethics, and risk management. The Principle is expected to contribute innovative ideas and solutions based on research and the ability to stay current on newest technological practices.

How to Develop Problem Solving - Troubleshooting

University Courses:

  • CPSE 589R Gifted and Talented Creative Thinking Strategies
  • TES 330 Creativity, Engineering, and Problem Solving

Training / Other Courses:

  • LinkedIn Learning – Problem Solving Techniques
  • EdX – Creative Problem Solving and Decision Making
  • MIT Professional Education – Effective Problem Solving for Teams
  • Learning Tree International – Critical Thinking and Creative Problem Solving
  • Udemy – Problem Solving – Mastering Thinking Skills
  • Critical Thinking and Creative Problem Solving Training – Learning Tree

Professional Associations / Certifications:

  • Advanced Problem Solving Certification - Georgia Tech
  • LeanMap PDCA Problem Solving Training and Certification

Books / Publications:

  • Great Courses – The Creative Thinkers Toolkit, by Professor Gerard Puccio
  • Bulletproof Problem Solving, by Charles Conn & Robert McLean
  • Your Deceptive Mind: A Scientific Guide to Critical Thinking Skills by Steven Novella

Experiences that can assist the employee in his/her development:

  • Document your current method for solving problems. Do you follow a framework or established pattern to solve problems?
  • Work as part of a team to solve a complex problem. Document the steps the team went through to find a solution. What roles did each member play? How could the process be improved?
  • Successful completion of a degree
  • Successful completion of an advanced degree
  • Study, develop, test and modify a personal problem-solving framework
  • Work as part of a team to solve a complex problem. Document the steps the team went through to find a solution.
  • Share in writing how the completion of a degree or advanced degree helped the development of your problem-solving skills.
  • Share your personal framework for problem solving and how it has improved over time. Give specific examples.
  • Describe the core skills need for successful problem solving.
  • Share in writing a team problem solving experience you participated in. What was the problem? How was it resolved? What roles did each member play? How did the team process work and how could the process be improved?
  • Document and share verbally to members of the CDC leadership team key takeaways learned while working to improve personal and team problem solving skills.
  • Describe how previous problem-solving skills can interfere with current problem-solving efforts. Why is this important and how can it be avoided?

How to Demonstrate Problem Solving - Troubleshooting

DO: Describe what you did in completing / achieving your development plan

ASSESS: Share, if applicable, any assessments that were taken / provided related to your activities

LEARN: Explain what you felt that you were able to learn during your journey / experiences

APPLY: Give specifics examples where you have / plan to make direct application to your work

REFLECT: Review / consider things you would have done differently had you had this experience earlier