I had a great time working with inspired tech individuals, and setting up Quick Labs with them. So, I’m sharing my experience with you in the hopes that you can learn something from it.
IT support is the backbone of any modern organization. Whether handling password resets, managing user authentication, or troubleshooting security issues, IT professionals need functional systems in place. In this blog, we’ll cover two essential IT support tools—Active Directory (AD) for user management and Peppermint Ticketing System for tracking IT issues—both crucial for ensuring seamless operations.
logical lab diagram Setup:
✅ 1 Domain Controller (DC) with Active Directory (AD)
✅ 1 Windows Client Machine (joined to the domain)
✅ 1 Ubuntu VM (for additional services like ticketing or network tools)
Each Component
🔹 Domain Controller (Windows Server 2022 with AD)
- Acts as the central authentication system for users and devices
- Stores Group Policy Objects (GPOs) for security enforcement
- Handles password resets and network authentication
🔹 Windows Client Machine (Windows 10/11)
- Can be configured for IT support tasks (password resets, security policy testing, etc.)
🔹 Ubuntu VM (Linux)
- Runs Peppermint Ticketing System (installed via Docker)
- Used for handling IT support tickets (password resets, network issues, security reports)
Setting Up Active Directory for IT Support
Active Directory (AD) is a Microsoft service that allows IT administrators to manage users, devices, and security policies efficiently. It is vital for authentication, authorization, and access control.
Why Use Active Directory?
- Centralized management of user accounts and devices
#Ticket 1: Your account has been locked out
One of the users (Mike) is unable to log in to his account – the user computer is a part of this domain and the user shared the screenshot of the error. The user account was locked out automatically due to an incorrect password attempt.
To prevent brute force attacks that hackers can execute, I implemented a group policy and applied end users computers. If the user attempts to enter an incorrect password 3 times, the account will be locked.
the first to check the user account in the active directory. This ticket was assigned to Desktop support engineer- Jay, and he is working on this ongoing issue.
So behind the scenes, the screenshot below shows the current account lockout policy configuration.
After 3 attempts, the user got the following error. The support engineer is working on this now.
Mik’s account is locked out and needs to be unlocked.
Desktop support engineer (Jay) I checked Mike’s Active Directory account, and it was locked out. I unlocked it and verified that Mike was able to log in to it and I closed the ticket since the issue is fixed.
The account is unlocked now.
The issue has been fixed and the ticket closed.
#Ticket 2: User Forgot Windows Password
Issue: User (James) reported, “I forgot my Windows password and can’t log in”
The user tried to login with domain credentials but forgot the password. Therefore, the user submitted a support ticket.
Jay( support engineer)picked up this ticket and is working on and resetting the user password!
- Reset the user’s password in ADUC → Right-click User → Reset Password.
- Resolution: Successfully reset the password via ADUC and ensured the user changed it at next login.
I reset the password and verified that James was able to log in to the computer and I closed the ticket since the issue is fixed.
The user successfully logged in to the workstation.
Summary & Key Takeaways
What We Set Up:
1. Domain Controller (DC) with Active Directory (AD) – Centralized user authentication and management.
2. Windows Client Machine (Joined to the Domain) – Used for domain-related operations and user access.
3. Ubuntu VM – Provided additional services like ticketing and network tools.
Issues Resolved (Support Tickets):
1. Account Lockout Issue – Unlocked the user account following AD security policies.
2. Forgot Windows Password – Assisted the user with password recovery/reset using AD tools.
Key Takeaways:
1. Active Directory Management: Understanding how to manage users, unlock accounts, and reset passwords in AD is essential for IT support.
2. Troubleshooting User Access Issues: Knowing how to diagnose and resolve common login issues efficiently.
3. Multi-OS Environment: Using Ubuntu for additional network services and ticketing can enhance IT support capabilities.
You can check out my previous article about Active directory here.
Written by Muhidin Warsame