A technician identified an issue on a workstation, obtained details from the user, and made a backup of the system. Which of the following should the technician do NEXT?
A.
Determine the next steps to resolve the issue and document it.
B.
Design a plan of action to resolve the issue and implement the solution.
C.
Document the findings, actions, and outcomes.
D.
Establish a theory of probable cause, researching internally or externally as needed.
After the issue has been identified and the backup of the system has been made, the next step is to establish a theory of probable cause. This involves researching the issue to determine the root cause of the problem. This can involve researching internally (e.g. referring to the system logs) or externally (e.g. searching online). Once the probable cause has been identified, the technician can then move on to the next step of designing a plan of action to resolve the issue and implementing the solution.
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