Unit 02- PC Technician

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 what the problem was to the customer?

"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

Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select two)

A vacuum cleaner that blows as well as vacuums Non-static generating

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.)

Anti-static mat Metal area on the computer case

Which of the following protects a computer system from electrostatic discharge?

Anti-static wrist strap (not static shielding bag)

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. What is the most professional way to handle the situation?

Ask the customer if they mind if you take the call, and then step into the hallway to briefly talk on the phone.

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. What should you do first?

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 Natural bristle brush

A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. What should you do next?

Create an action plan.

You need to attach an RJ-45 connector to the end of a Cat 6 UTP cable. Which tool should you use?

Crimper

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?

DC volts

A user reports that he can't send print jobs to a specific printer. You go to the user's computer and reproduce the problem. What should you do next?

Determine if anything has changed.

A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. What should you do next?

Determine if escalation is needed.

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. What should you do next in your troubleshooting strategy?

Document the solution.

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 somehow 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. What else should she do?

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?

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?

Extension magnet

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; however, when you begin speaking to her, you can't understand what she is saying because she is speaking Spanish, and you do not understand Spanish. What should you do?

Find an interpreter

As a PC technician, what are the best actions to take if you are late to an appointment? (Select two.)

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

While 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 ever printed to that printer?

Which tool would be the best choice to remove and replace the motherboard BIOS chip?

IC extractor

You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming that "nothing is working." What should you do first in your troubleshooting strategy?

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 which states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which should you do?

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't even see the desktop background. Which of the following actions should you take?

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

What is the purpose of an MSDS?

It documents how to safely handle and dispose of hazardous materials.

Which device type should typically not be plugged into a protected outlet on a UPS unit?

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 and would like to know if it is working properly. What should you do?

Let the computer warm up to room temperature before turning it on. (24 hour from freezing, 6 hour for normal)

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?

Loopback plug

Which of the following devices are most susceptible to problems associated with ESD? (Select two.)

Memory Processor

Which tool would you use to measure electrical properties such as voltage, amps, and resistance?

Multimeter

A user called her organization's Help Desk to request help with connecting to a network server. The help desk technician came to her desk to resolve the issue. Once there, the technician used the user's telephone to call his girlfriend. The call lasted the entire time the technician was at the user's desk. Did the technician handle the request correctly?

No, the technician should not have used the user's telephone for a personal call.

A user called the Help Desk because he's having trouble downloading new messages from the company's email server. The Help Desk technician told him to open a command prompt and try to ping the email server. The technician also told him to check his SMTP and POP3 server IP addresses. Did the Help Desk technician handle this request correctly?

No, the technician used jargon that the user probably didn't understand.

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

Notebook battery

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 decide to schedule the repair for later that afternoon. Up to this point, which step have you forgotten in your troubleshooting process?

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

Which of the following are safety benefits associated with encasing cables that run across the floor? (Select two.)

Prevents wear Reduces tripping accidents

Which of the following should be handled with caution due to high operating temperatures? (Select two.)

Printing head in a dot matrix printer Components within a laser printer

Besides protecting a computer from under-voltages, a typical UPS also performs which other actions? (Select two.)

Protects from over-voltages Conditions the power signal

You need to connect the end of a Cat 6 UTP cable to a 110 punch down block. Which tool should you use?

Punchdown tool

Good documentation will:

Save you time and money in troubleshooting problems.

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 user's desk, you ask him to show you how they usually go about their email tasks. You quickly determine that the problem is not with the program, but that the user needs to be trained on how to use the program. You have several important work tasks that need to be completed by the end of the day, and this is not high on your priority list. What is the best way for you to respond?

Set up a time where you can sit down with the employee and show him how to complete common tasks.

Which of the following devices help protect against temporary, above-normal voltages?

Surge protector

As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. How should you best address the situation?

Tactfully explain the problem without accusing or judging the customer.

An employee demands that she needs more RAM for her computer in order to complete her work tasks, but you know that her department isn't budgeted for new equipment. Your supervisor is the only one that has authority to allocate department funds. How should you respond?

Tell the employee that she isn't currently budgeted 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. What should you do next?

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. What should you do next in your troubleshooting strategy?

Test the solution.

What are loopback plugs used for?

Testing ports by returning output signals as input.

What does occasional beeping from the UPS mean?

The computer is running on the UPS battery power.

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 probe

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?

VA

Which of the following is most helpful in keeping a computer cool? (Select two.)

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

Which of the following statements about cleaning monitors and display devices is true?

You should clean the monitor while it is powered off with a lint-free cloth.