IT Support & Help Desk Home Lab
A simulated enterprise IT support environment using ServiceNow, VirtualBox, and Windows 11. Resolves 30 realistic help desk incidents for a fictional 100-person company, with full documentation, knowledge base articles, and a final support report.
Project Overview
This portfolio project simulates working as a Help Desk Technician for a fictional company with 100 employees across departments including HR, Finance, Sales, IT, and Marketing. The lab environment includes a Windows 11 VM and Ubuntu VM running in VirtualBox, a ServiceNow Personal Developer Instance for incident tracking, Cisco Packet Tracer for network topology, and standard Windows tools (CMD, PowerShell, Event Viewer). Over 15 days, 30 realistic IT incidents are resolved following the full ServiceNow incident lifecycle: logging, categorization, troubleshooting, resolution, and closure. Each incident is documented with root cause analysis, resolution steps, and screenshots. Knowledge base articles are created for common issues. A final support report with metrics rounds out the deliverable.
Key Metrics
Tech Stack
Key Features
ServiceNow Incident Management
Full incident lifecycle management: logging, categorization, SLA tracking, escalation, resolution, and closure using a ServiceNow PDI.
30 Realistic IT Incidents
Incidents covering No Internet, DNS errors, Disk Full, Blue Screen, Printer Offline, Password Reset, Slow PC, Driver Issues, and more.
Windows Troubleshooting
Hands-on use of ipconfig, ping, tracert, nslookup, netstat, sfc /scannow, DISM, chkdsk, Device Manager, and Event Viewer.
Knowledge Base Documentation
Professional KB articles covering common issues: resetting Windows passwords, troubleshooting no-internet, fixing DNS, printer offline, and driver installs.
Fictional Company Environment
Simulated company with departments, users, devices, and a network topology, making the project feel like a real enterprise environment.
GitHub Portfolio Structure
Organized GitHub repository with Lab Setup, ServiceNow docs, individual incident reports, knowledge base, network diagrams, screenshots, and a final PDF report.
Challenges & Solutions
⚡ Challenges
- •Creating realistic IT incidents that reflect real-world help desk scenarios without an actual enterprise environment
- •Documenting every troubleshooting step clearly enough for portfolio reviewers unfamiliar with the specific tools
✓ Solutions
- ✓Built a fictional company narrative with named departments, employees, and realistic device configurations to make incidents authentic
- ✓Used screenshots, structured markdown files, and standardized incident report templates to make documentation professional and reviewable
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