CTC Safety Test IT
You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the BEST way to explain the solution to the customer? >"That was probably the easiest problem I've ever fixed. I am surprised you had to call in. Thanks for making my day! All I had to do was flip this little switch. You're good to go." >"All I did was flip the power strip switch on. You probably bumped it by accident. And that accident just cost you about $80. But don't feel bad, accidents happen to everyone. Although, this one could have been easily avoided." >"Next time you need to call, check this power strip switch. It was turned off. That's why nothing worked. If I were you, I would have checked this first and saved both of us time." >"I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"
"I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"
You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee's computer. As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive's power cable. Your initial thought is, "How stupid can this guy be?" but you restrain from making any comments. At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. A quick test determines that the device is now working. Which of the following professionalism principles is the technician failing to follow? (Select TWO). >Argue with customers and/or be defensive >Talking to coworkers while interacting with customers >Actively listening >Avoiding being judgmental
Actively listening / Avoiding being judgmental
Which of the following are safe methods of lifting heavy objects? (Select TWO.) >Bend at the waist. >Bend your knees with your back straight. >Use a lifting strap around the object and your neck. >Lift with your legs. >Pull up with your arms.
Bend your knees with your back straight / Lift with your legs
Who needs to approve a change before it is initiated? (Select TWO.) >Personnel manager >Client or end user >Change board >Project manager >CEO
Client or end user / Change board
ESD is bad, but there are a number of steps that you can take to reduce the risk of ESD when working on a PC system. (Select Two) > Discharge yourself before you touch any PC component. >Use a static mat that allows you to equalize the electrical potential between you and the PC system. >Do nothing >Stop working on the PC
Discharge yourself before you touch any PC component / Use static mat that allows you to equalize the electrical potential between you and the PC system.
Timothy works in the graphic arts departments and has received approval to upgrade his video card. The card has arrived, and you are ready to begin the upgrade. To ensure your personal safety, which of the following should you do FIRST? >Remove jewelry >Place the computer on an ESD mat >Disconnect power >Put on safety glasses
Disconnect power
To improve the safety of your location and to comply with regulations regarding work environments with hazardous materials, you have been assigned to assemble Material Safety Data Sheets (MSDS) for all chemicals used in your shop. How should you obtain these documents? >Download them from the chemical manufacturer's websites. >Get them from your local workers' safety insurance office. >Write them yourself after researching the issues. >Ask your manager for them.
Download them from the chemical manufacturer's websites
You work for a store that sells and repairs computers. Due to the room's layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently. Which of the following would BEST protect you from static electricity buildup? >ESD mat >ESD heel strap >Self-ground >ESD wrist strap
ESD wrist strap
What is your top priority when responding to emergencies and hazardous situations? >Prevent the release of hazardous elements into the atmosphere. >Protect your organization's data. >Reduce risk and exposure to litigation. >Ensure the safety of people in the area.
Ensure the safety of people in the area
Your U.S.-based company has recently purchased an old office building where employees are being assigned to work. As you are setting up the employees' desktop computers, you come to one location where the nearest wall outlet has only two prongs. All of the metal-enclosed desktop computers have three-prong cords. Which of the following is the BEST way to proceed with that particular desktop computer? >Find a different outlet that uses three prongs. >Purchase an adapter that converts the three-prong cable to two prongs. >Get a new power cord with two prongs to match the wall outlet. >Use the existing cord, but remove the grounding prong, as it is not required.
Find a different outline that uses three prongs
Of the following choices, which action could be most physically harmful to you? >Using a computer without a surge protector. >Force-ejecting a stuck DVD disc using a straightened paper clip. >Wearing a grounding strap while installing a modem. >Looking into the end of a fiber optic cable.
Looking into the end of a fiber optic cable
To prevent ESD when replacing internal computer components, you attach an anti-static wrist strap to your wrist. Where should the other end be fastened? (Select TWO.) >Metal area on the computer case >Anti-static mat >Ground wire on the power supply >Ground wire on the wall power outlet >Screw on the wall power outlet
Metal area on the computer case / Anti-static mat
Which of the following components requires special disposal procedures to comply with environmental guidelines? >Video card >Notebook battery >Hard disk drive >Motherboard
Notebook battery
Which of the following will help reduce the threat of static discharge when working on computer hardware? (Select TWO.) >Place your hardware on an insulating layer of 1/4 inch Styrofoam. >Leave the system plugged into a grounded wall outlet. >Remain in physical contact with the server chassis at all times. >Store unused components in static shielding bags. >Touch the leads on the PC components with your finger to dissipate any static charge. >Reduce the humidity in the room to around 30%.
Remain in physical contact with the server chassis at all times / Store unused components in static shielding bags.
The fan in a 450-Watt power supply is malfunctioning. What action should you take? >Open the power supply and oil the fan. >Remove and replace the power supply. >Open the power supply and replace the defective fan unit. >Do not service the computer until the CPU fan also fails.
Remove and replace the power supply
As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. Which of the following is the BEST way to address the situation? >Fix the problem without saying anything, realizing that you'll probably be back to fix the same problem again. >Explain the problem with abbreviations for well-known components to convey information quickly. >Ask the customer, "What did you do to it?" >Tactfully explain the problem without accusing or judging the customer.
Tactfully explain the problem without accusing or judging the customer.
A user calls her organization's help desk to request help connecting to a network server. The Help Desk technician visits her desk to resolve the issue. Once there, the technician uses the user's telephone to call his girlfriend. Even though the technician solves the problem, the call lasts the entire time the technician is at the user's desk. Which of the following mistakes did the technician make? >The technician should not have used the user's telephone for a personal call. >The technician should have used a remote assist application instead of visiting her desk. >The technician should have directed the user to the network software's documentation on the internet. >The technician should have sent the user instructions in an email.
The technician should not have used the user's telephone for a personal call
A Help Desk technician receives a call from a user who is unable to download new messages from the company's email server. The technician tells the user to open a command prompt, ping the email server, and check the SMTP and POP3 server IP addresses. Which of the following mistakes did the technician make? >The technician had a negative attitude and failed to take notes. >The technician used jargon that the user probably didn't understand. >The technician did not have the user check the workstation's IP address first. >The technician did not walk to the user's desk and conduct the tests for the user.
The technician used jargon that the user probably didn't understand
You work for a large company that has over 1000 computers. Each of these computes uses a wireless mouse and keyboard. Therefore, your company goes through a lot of alkaline batteries. When these batteries can no longer power the intended device, you must decide what to do with them. Unless otherwise dictated by your local authorities, which of the following would be the EASIEST way to deal with these batteries? >They must be stored onsite until they expire. >They can be thrown in the trash. >They must be sent to hazardous waste collection. >They can be recharged.
They can be thrown in the trash
Your company has a plan in place to upgrade each employee's laptop computer to a newer model every three years. As a result, you often have old laptop batteries. Unless otherwise dictated by your local authorities, which of the following is the BEST way to deal with these types of batteries? >They can be recharged. >They must be recycled. >They can be thrown in the trash. >They must be stored on-site until they expire.
They must be recycled
What is the purpose of an MSDS? >To document how to safely handle and dispose of hazardous materials. >To protect service technicians from large voltages. >To monitor the potential for electrostatic discharge. >To prevent dust from accumulating on electrical equipment.
To document how to safely handle and dispose of hazardous materials
As a PC technician, ESD is your worst enemy. TRUE OR FALSE?
True
You should store your components in static shielding bags. TRUE OR FALSE?
True
