Computer User Support - Chapter 10

Describe tasks a support specialist may perform during network installation.

Install client software Configure network connectivity Perform network administrative tasks: Administer user accounts (login IDs and passwords) Grant rights to access network resources Perform periodic server media backups Monitor network performance Monitor network security Report problems to the network support staff

Describe the contents of a site management notebook.

It contains important information about technology hardware, operating system, network connection, and application software configurations, as well as facilities management information.

Which of the following is least likely to cause a fire in PC technology?

RAM memory

A biometric reader is a hardware device that can uniquely identify a user's eye patterns, hand geometry, voice or signature.

True

A common piece of information in a site management notebook is warranty and repair information.

True

A common problem with media backups of user data is failure to test file restoration procedures.

True

An assistive device is a peripheral or software that adapts technology so users with various physical limitations can be more productive.

True

Application software is normally distributed on CDs, DVDs, or downloaded from the Internet.

True

Hardware upgrades, such as additional memory, are often installed at the time a PC is installed at a user's site.

True

Information in a site management notebook should be able to answer questions such as, "Which software is legally licensed to be installed and used on this device?"

True

Installation of technology usually takes less time for a user support specialist than for an end user.

True

Many offices today that were designed for paper-and-pencil activities and are over lit for technology use.

True

Most preventive maintenance on printers involves removing paper dust particles and ink or toner spills.

True

Most small office and home PCs do not require special air conditioning beyond what is necessary for user comfort.

True

Technology equipment is often sensitive to devices like motors or generators that are plugged into the same electrical circuit.

True

The footprint of a PC case is its length times its width, measured in square inches.

True

The highest quality power strips include protective circuits to minimize damage to technology equipment due to power surges or spikes.

True

The purpose of a waterfall seat design is to take pressure off the back of a user's legs and promote better circulation.

True

To calculate the air conditioning requirements for most installations, an HVAC specialist considers the heat generated by both the equipment and end users.

True

When sitting at a keyboard, a user's forearms should extend to the keyboard in a relatively straight line, or tilted slightly downward.

True

Briefly describe desirable characteristics of a surge suppressor that provides adequate protection from surges and spikes.

UL 1449 (second edition) listed 40,000 amps or more peak protection 330 volts or less clamping voltage level Clamping response time of less than 1 nanosecond 600 joules or more energy rating Diagnostic LED status lamps

Which of these is not normally a network installation task on a new office PC?

backup network server media

An uninterruptable power supply contains a ____.

battery

A disaster management tool that can provide an organization with additional financial resources at the time an unforeseen event occurs is ____.

business interruption insurance

Most operating systems are now distributed on ____.

cd or dvd disks

Before a support specialist installs a software application, he or she should ____.

close all open programs

A user's forearms should extend ____ to a keyboard.

down slightly

The display screen attached to a PC should be located so a user looks ____.

down slightly

The number of hours when a PC or server is unavailable for use due to a failure is called ____.

downtime

Reviewing training opportunities with a user normally occurs ____.

during installation wrap-up

Smudges on a laptop display screen can be cleaned periodically with ____.

eyeglass cleaner

Downtime is a count of the number of times a PC or server reboots each week or month.

false

The most effective fire extinguisher for computer equipment is ____.

halon gas or a substitute

Utility software, such as virus checker, screen saver, and security software, is usually installed on a PC ____.

immediately after installation of the operating system

Briefly describe the advantages of a keyboard shelf or drawer.

improved worker comfort allows neutral or negative wrist tilt with elbows open slightly beyond 90 degrees reduced muscle strain supports the benefits of existing ergonomic furniture mouse supported at hand level

_________________________ are tools designed to help support specialists keep track of important installation steps and provide documentation for technology.

installation checklist

A display screen should be positioned so that it ____.

is at a 90-degree angle to the light source

A chemical used by support specialist to clean some technology components is a ____.

isopropyl alcohol

Dirt on PC keyboards can be cleaned with ____.

isopropyl alcohol

Which type of cleaner is generally not recommended for use on laptop display screens?

isopropyl alcohol

If a PC is plugged into a 15-amp circuit, the total amperage of all devices plugged into the circuit should be ____.

less than 15 amps

A tool used by installers to remove the case from a desktop PC is a ____.

nut driver

A device that regulates the electrical power on a circuit into which a PC or server will be connected is a(n) ____.

power conditioner

The goal of _________________________ is to use tools and periodic procedures that reduce the likelihood of hardware component failure and repair costs.

preventive maintenance

The biggest enemy of most printers is ____.

printer paper dust

The purpose of a UPS backup battery is to permit a PC or server to ____.

shut down normally

In comparison with other parts, the nuts and bolts in a PC tend to be ____.

small

A power strip that includes protective circuits designed to prevent damage to hardware devices due to electrical surges and spikes is called a(n) ________________________.

surge protector

The footprint of a desktop PC system case is ____.

the width times the length of the case

Preventive maintenance is the use of tools and procedures to reduce the likelihood of hardware component failure and expensive repairs.

true

Recommended preventive maintenance for a printer often includes ____.

vacuuming printer dust inside the case

Dust buildup inside a desktop PC case can be managed effectively by ____.

vacuuming the inside of the case

When an HVAC technician considers the air conditioning requirements for a computer facility, the technician calculates the ____.

wattage

The relationship between carpel tunnel syndrome and repetitive strain injuries is ____.

All carpel tunnel injuries are repetitive strain injuries.

The capacity of an air conditioning unit is measured in _________________________.

BTU

Which of these application software installation options is likely to ask the most questions of the installer and require the greatest expertise?

Custom

Which of these PC cases has the largest footprint?

Desktop ATX case

Fire extinguishers purchased for use around computer equipment should be rated for ____ fires.

Electrical

Briefly describe the four categories of security threats discussed in this chapter.

Electronic threats arise from attempts to breach the information or resources in a computer system. Physical threats arise from attempts to damage, disrupt, or gain access to computer facilities. Internal threats arise from inside an organization, including employees. External threats arise from outside an organization, including clients, hackers, the public, and even from governmental agencies.

____________________ deals with how to design technology workspaces to minimize health problems and maximize employee safety, productivity, and job satisfaction.

Ergonomics

Which of these application software installation options installs the most commonly used set of features and capabilities?

Express

A PC Software Configuration sheet includes information about the operating system and version installed on a PC, but need not include information about application software because versions change frequently.

False

A disaster/contingency plan describes actions a support specialist will take when a user accidentally deletes important files.

False

A display screen should be positioned so the user directly faces a light source in order to avoid glare on the screen.

False

A support specialist who installs an application software package normally edits the Registry and configuration files before the software will operate correctly.

False

Americans with Disabilities Act (ADA) and Occupational Safety and Health Administration (OSHA) regulations are the responsibility of a safety engineer and not a concern of a technology installer.

False

An uninterruptable power supply (UPS) is an electrical device that guarantees PC or server can operate in critical situations for an extended period when no electrical power is available.

False

During the installation of a software application, a warning that antivirus and firewall programs should be disabled during installation can be ignored due to security concerns.

False

Every technology installation always follows the steps listed in the installation checklists provided in the text.

False

Frequent stretch breaks and exercises during breaks are controversial and overrated solutions to worker complaints and injuries.

False

Installation of an operating system is a common task today for a support specialist during a PC installation.

False

Installation of office technology is now standardized so there are few installation issues that are likely to confront support specialists.

False

Most hardware devices function well, even if the quality of electrical power is very poor.

False

Most small office and home PCs operate best in specially air conditioned spaces.

False

Obsolete technology components and used supplies are normally discarded with other office trash.

False

Poorly designed office chairs are a principle cause of eyestrain.

False

Repetitive strain and carpal tunnel syndrome are two names for the same injury.

False

The electrical code in most areas recommends the use of power strips as electrical extension cords for technology equipment.

False

The purpose of an engineering inspection is to prevent damage than can occur due to a disaster.

False

The textbook emphasizes that proper planning by a support specialist guarantees a successful installation.

False

When sitting at a keyboard, the keyboard should be 2 to 3 inches higher than the user's elbows.

False

Which of these application software installation options often requires the most disk space on a user's hard drive?

Full