Test Out Chapter 2

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? -"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." -"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?" -"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." -"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."

"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?"

Which tool would you use to grab and lift small objects? -3-prong holder -Cable tester -Multimeter -IC extractor

3-prong holder

Which of the following statements about cleaning monitors and display devices is true? -An LCD monitor is best cleaned using a lint rag and glass cleaner. -A monitor should be powered off and cleaned with a lint-free cloth. -Most new monitors are self-cleaning and should not be cleaned using external methods. -Monitors are best cleaned while powered on in order to observe the effectiveness of your cleaning.

A monitor should be powered off and cleaned with a lint-free cloth.

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). -Actively listening -Argue with customers and/or be defensive -Avoiding being judgmental -Talking to coworkers while interacting with customers

Actively listening Avoiding being judgmental

Which of the following tools can help prevent damage when working with computer components? -Antistatic pad and wrist strap -Tone generator and probe -Three-pronged parts retriever -IC insertion and extraction tool

Antistatic pad and wrist strap

While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation? -Ignore the phone and let it continue ringing until the caller reaches your voicemail. -Immediately answer the phone and try to finish the call as fast as you can. -Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone. -Answer the phone and say, "I'm busy right now. I'll call you right back."

Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.

As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing." Which of the following professionalism principles is the technician failing to follow? -Avoid being judgmental. -Avoid dismissing customer problems. -Avoid an argument with the customer. -Maintain a positive attitude.

Avoid dismissing customer problems.

You are filling out a change order form. Toward its end, you explain how you will return affected hardware and software to its original state if the change fails. What is this plan called? -Risk analysis -Rollback plan -System image plan -Backout plan

Backout plan

Which of the following are safe methods of lifting heavy objects? (Select TWO.)

Bend your knees with your back straight. Lift with your legs.

Your company provides testing services that help customers identify and resolve performance issues with their software and e-commerce sites before they go live. To perform accurate testing, a large number of computers are required, sometimes numbering in the hundreds. Recently, you have noticed that the lights in the testing lab seem dimmer than normal and sometimes flicker. Which of the following electrical terms BEST describes the condition you are most likely experiencing? -Power spike -Blackout -Brownout -Power surge

Brownout

Which documents are generally finished and approved before a project begins? (Select THREE.) Budget Change order form Resource allocation documentation Project plan

Budget Resource allocation documentation Project plan

Who needs to approve a change before it is initiated? (Select TWO.) -Change board -Personnel manager -Client or end user -Project manager -CEO

Change board Client or end user

You have just installed a new USB card reader in your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST? -Check the manufacturer's website for information about the error. -Uninstall the device and then reinstall it. -Install the device on another computer. -Replace the card reader with a new device.

Check the manufacturer's website for information about the error.

Which of the following are common tools used to physically clean the inside of a computer? (Select TWO.) -Compressed air -Industrial degreaser -Damp rag -Wire brush -Natural bristle brush

Compressed air Natural bristle brush

Besides protecting a computer from under-voltages, a typical UPS also performs which other actions? (Select TWO.) -Prevents electric shock -Conditions the power signal -Protects network cabling from EMI -Protects from over-voltages -Prevents ESD

Conditions the power signal Protects from over-voltages

A PC technician knows he will be late to an appointment with a customer. Which of the following actions should the technician take? (Select TWO). -Tell a joke to ease the situation. -Contact the customer and apologize. -Give a realistic timeframe for your arrival. -Blame your tardiness on heavy traffic. -Explain why you are late.

Contact the customer and apologize. Give a realistic timeframe for your arrival.

As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step? -Identify what has changed. -Create a hypothesis. -Gather information. -Implement the fix. -Determine the appropriate fix.

Create a hypothesis.

You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform NEXT? -Determine whether escalation is required. -Fix the problem. -Document the problem. -Create an action plan.

Create an action plan.

You suspect that the power supply in your desktop PC is failing. You want to use a multimeter to test the power supply. Which multimeter setting should you use? -AC volts -Watts -Ohms -DC volts

DC volts

You are a first line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. Which of the following actions should be performed NEXT? -Determine if escalation is needed. -Create an action plan. -Fix the problem. -Document the problem.

Determine if escalation is needed.

A user reports that he can't send print jobs to a specific printer. You are able to reproduce the problem on the user's computer. Which of the following actions should you perform NEXT? -Establish the most probable cause. -Establish a plan of action. -Determine whether anything has changed. -Determine if escalation is necessary.

Determine whether anything has changed.

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?

Disconnect power.

A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should be performed NEXT? -Identify the problem. -Test the solution. -Establish what has changed. -Document the solution.

Document the solution.

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.

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 wrist strap

A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform NEXT? -Formally close the incident in any job tracking tool. -Upgrade to a newer printer that uses embedded drivers. -Disable the network printer until users learn to use the correct drivers. -Educate the user as to how the problem was resolved and verify that they are satisfied with the results. -Write an email to the user's supervisor and insist that he train his employees on how to use the network printer.

Educate the user as to how the problem was resolved and verify that they are satisfied with the results.

What is your top priority when responding to emergencies and hazardous situations?

Ensure the safety of people in the area.

A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation? -Tell the user that they will need to find someone else to take care of their problem. -Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task. -Tell the user it isn't in your job description and move on with your current task. -Try to perform the task by yourself.

Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.

You are removing screws within a computer, but several have fallen into places you can't reach. Which tool would help retrieve the small screws? -Needle-nose pliers -Extension magnet -IC extractor -Screwdriver

Extension magnet

A technician works in a factory where there is a significant amount of EMI (electromagnetic interference) emissions. Due to this EMI, several of the computers that control the factory's manufacturing machines are unable to communicate with the network. Which of the following network cabling options would be the BEST for reestablishing network communications?

Fiber optic

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.

You work at the IT help desk in your company. An employee calls to report a problem with her workstation, and a service ticket is assigned to you. You respond to the service ticket immediately and arrive at the employee's workstation within minutes. When you say hello, she responds in Spanish. You realize that she only speaks Spanish, and you only speak English. What should you do? -Ignore the user and start working on the computer. -Walk away and assign the problem to someone else. -Find an interpreter. -Use hand gestures to communicate.

Find an interpreter.

As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers is misconfigured and is, therefore, having trouble synchronizing information with the other servers. Which of the following is the BEST next step? -Gather information. -Identify what has changed. -Implement the fix. -Determine the appropriate fix. -Create a hypothesis.

Gather information.

While you are answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask? -Have you rebooted the printer? -Have you rebooted and chosen safe mode? -Have you ever printed to that printer? -Have you checked the cables?

Have you ever printed to that printer?

Which tool would be the best choice for removing and replacing the motherboard BIOS chip? -IC extractor -Combination ratchet -Screwdriver -Needle-nose pliers

IC extractor

You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming, "Nothing is working!" Which of the following actions should you perform FIRST? -Find out what has changed. -Establish a plan of action. -Identify the problem. -Establish a theory. -Back up the system.

Identify the problem.

You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take? -Tell your fellow PC technicians about what you saw and let them decide what to do with the information. -Tell your friend about the report you saw and whose desk it was on. -Ignore the paper and tell no one of its contents. -Give your friend a heads up about what you found, but don't tell them how you got the information.

Ignore the paper and tell no one of its contents.

You are a PC technician for a company. An employee needs you to install some software on his computer over his lunch break. When you log on to the computer, you notice the employee's desktop has so many shortcuts and files that you can hardly see the desktop background. Which of the following actions should you take? -Move the shortcuts into a single folder, and then look at each file and organize them into folders based on their contents. -Install the software and leave the employee's computer exactly how you found it. -Delete all the shortcuts and move all the files into a single folder on the desktop, and then inform the employee what you did. -Create a folder named "Clutter" and move everything from the desktop into it. Then tell the employee they should organize what is in that folder.

Install the software and leave the employee's computer exactly how you found it.

Which of the following is a benefit of good documentation? -It saves time and money in troubleshooting problems. -It eliminates the need to troubleshoot problems. -It reduces hardware maintenance. -It reduces hardware replacement requirements.

It saves time and money in troubleshooting problems.

A technician is troubleshooting a computer that doesn't start up correctly. Which of the following tools could the technician use to troubleshoot the computer? (Select TWO). -Known good spares -Three-pronged parts retriever -POST Card -Tone generator and probe -Loopback plug

Known good spares POST Card

Which of the following device types should be plugged into a surge-protected-only outlet on a UPS unit, and not a battery backup outlet? -Secondary LCD monitor -External hard disk drive -Inkjet printer -Laser printer

Laser printer

A new laptop was delivered to your home and left on the porch while you were at work. It is very cold outside, and you don't know how long it has been there. You unpack the computer. You would like to know if it is working properly. Which of the following is the BEST action to take? -Place the laptop next to a heater set on high and warm it up. -Let the computer warm up to room temperature before turning it on. -Blow compressed air into the cooling ports before turning it on. -Visually inspect the LCD screen for cracks before turning it on. -Turn on the computer and run self-diagnostic tests.

Let the computer warm up to room temperature before turning it on.

Of the following choices, which action could be most physically harmful to you?

Looking into the end of a fiber optic cable.

A printer is behaving erratically, and you suspect a faulty parallel port. Which tool can you use to test the parallel port? -Cable tester -Multimeter -Loopback plug -Ammeter

Loopback plug

Your workstation is unable to communicate with any other computer on the network. Which of the following tools should you use to test the network card's abilities to send and receive signals? Cable tester Loopback plug Ohmmeter Multimeter

Loopback plug

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

Which tool would you use to measure electrical properties such as voltage, amps, and resistance? -Cable tester -Multimeter -IC extractor -Mini electronic combination wrench set

Multimeter

Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select TWO). -Non-static generating -One that blows as well as vacuums -Coarse grade bag -Washable filters -Static induction motor

Non-static generating One that blows as well as vacuums

Which of the following components requires special disposal procedures to comply with environmental guidelines?

Notebook battery

You have been called in to a customer's site to troubleshoot and fix one of their computers. From the description you received on the phone (prior to coming to their office), you have already given the customer an idea of which component may need to be replaced and how much it would cost to repair. You have been given permission to fix that component at the cost you quoted. When you open the computer and begin troubleshooting, you notice that what you suspected was broken was, instead, working perfectly. The real issue is soon discovered. After checking with your suppliers, you find that the replacement component is less than the component you had intended to fix. Which of the following is the BEST course of action? -Decline to fix the broken component. -Obtain authorization before repairing the broken component. -Fix the broken component and surprise the owner with a lower price than expected. -Fix the broken component for the agreed price and let the customer think you fixed the other component.

Obtain authorization before repairing the broken component.

A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process? -Create an action plan. -Implement the solution. -Verify system functionality. -Perform a backup.

Perform a backup.

Which of the following tools is specifically designed to test the DC voltage on a hard disk drive power connector? -Power supply tester -Cable tester -Multimeter -Loopback plug

Power supply tester

You work for a company that provides payroll automation software to its clients. You are creating a program that will automate payroll tasks for small businesses with few employees. You are on track to meet your deadline for the project, and you anticipate having a lot of money leftover in the project budget. Mid-project, you receive a call from the human resources manager at MakeStuff, a company that will use the small-business payroll software. The manager informs you that MakeStuff has decided to offer its employees a 401k investment option and asks whether the small-business payroll program can automatically manage 401k investments. Currently, the project plan does not include that function, but you believe making the addition would be valuable to your business. You are worried about requesting permission to add this functionality for two reasons. First, the deadline for this project is very close, and it cannot be moved. Second, you have created software that automates flexible savings account management, but you haven't automated 401k investments before, and you know they are more complicated. You must fill out a change order form to request this change. Select the best option for each portion of the form. -Purpose of Change -Scope of Change -Plan for Change -Risk Analysis -Backout Plan

Purpose of Change To provide every client using the software the functionality to automate 401k management. Scope of Change Add 401k management to the payroll software. Plan for Change Request to hire contractors to implement 401k management. Risk Analysis Using contractors could result in going over budget if there are problems with the project. Backout Plan Back up the program and data before adding the new feature.

Arrange the standard change order form information on the left in its standard presentation order on the right. (Not every answer will be used.)

Purpose of the change Scope of the change Plan for the change Risk analysis Backout plan

Which of the following will help reduce the threat of static discharge when working on computer hardware? (Select TWO.)

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?

Remove and replace the power supply.

You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well. When you arrive at the employee's desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day. What is the BEST way for you to respond? -Tell the employee to ask their co-workers how to use the program if he come across further problems. -Set an appointment to train the employee on how to complete common email tasks. -Direct the employee to the email program's help utility. -Inform the employee that there isn't anything wrong with the program and that he simply does not know how to use it correctly.

Set an appointment to train the employee on how to complete common email tasks.

Which of the following devices help protect equipment from temporary, above-normal voltages? -Grounding wire -ESD grounding strap -Power strip -Surge protector

Surge protector

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? -Explain the problem with abbreviations for well-known components to convey information quickly. -Tactfully explain the problem without accusing or judging the customer. -Fix the problem without saying anything, realizing that you'll probably be back to fix the same problem again. -Ask the customer, "What did you do to it?"

Tactfully explain the problem without accusing or judging the customer.

An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond? -Tell the employee that the best option is for her to purchase new RAM for the computer and bring it to work. -Tell the employee that you will get new RAM for their computer as soon as possible. -Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired. -Tell the employee that she should make do with what she has.

Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.

A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take NEXT? -Test the solution. -Determine if escalation is necessary. -Create an action plan. -Document the problem and solution.

Test the solution

A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy? -Explain what you did to fix the problem. -Document the solution. -Test the solution. -Implement preventative measures.

Test the solution.

Which of the following BEST describes the purpose for which loopback plugs are used? -Testing ports by returning output signals as input. -Connecting computers together without using network cards or modems. -Grabbing and lifting small objects. -Removing broken pins within sockets.

Testing ports by returning output signals as input.

What does occasional beeping from the UPS mean? -The UPS battery is no longer able to hold a charge. -The UPS is not connected to the computer. -The computer is running on the UPS battery power. -The computer is about to shut down. -The power reserve in the UPS battery is critically low.

The computer is running on the UPS battery power.

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 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.

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 used jargon that the user probably didn't understand. -The technician did not walk to the user's desk and conduct the tests for the user. -The technician had a negative attitude and failed to take notes. -The technician did not have the user check the workstation's IP address first.

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 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 must be recycled.

What is the purpose of an MSDS?

To document how to safely handle and dispose of hazardous materials.

You need to trace the route that a Cat 6 UTP cable takes through the ceiling and walls of your building. Which tool should you use? -Tone generator -Loopback plug -Multimeter -Cable tester

Tone generator

A maintenance worker accidently nicks a bundle of network cables routed to multiple wall jacks in a conference room. Only one of the cable's wires are severed. A technician is tasked with replacing the cable. Which of the following tools would the technician MOST likely use to identify which wall jack connects to the severed cable? -Multimeter -Tone generator and probe -Cable stripper -Loopback plug

Tone generator and probe

Your company resides in an area with rapid growth in both the corporate and residential areas surrounding your office. As such, your company has been experiencing several brownouts due to power grid problems (too much demand and not enough electricity). Fearing that your computers (especially the servers) could be damaged by these brownouts, your manager has asked you to find a solution to this problem. Which of the following would be the BEST device to recommend to your manager for computer protection? -Surge suppressor -Power strips -GFCI -UPS

UPS

You are an IT technician for your company. One of your employees has a computer that continually reboots when it is powered on. He has asked you to fix it. You suspect that the power supply may be failing. Which of the following is the BEST way to determine whether the power supply is causing the reboots? -Listen for POST code beeps to determine the error's cause. -Replace the power supply. -Verify that the fan on the power supply is spinning. -Use a multimeter to test the power supply.

Use a multimeter to test the power supply.

You are trying to help a co-worker order a UPS for each PC in her remote office location. What rating is used to specify the size of a UPS? -Watts -VA -Volt/ohm -Volts

VA

Which of the following is most helpful in keeping a computer cool? (Select TWO). -Install a thermostat in the fan circuit. -Remove a slot cover from the back of the computer. -Vacuum dust from the system regularly. -Use a high-wattage power supply. -Verify that cooling fans are not circulating air in the wrong directions.

Vacuum dust from the system regularly. Verify that cooling fans are not circulating air in the wrong directions.