A+ 1001: Safety, Professionalism

Question 1

What should you always consider before making any changes to any device or network?

Answer 1

Always consider corporate policies, procedures, impacts before implementing changes.

Question 2

Trouble shooting procedure

Answer 2

1. Identify the problem
   a. ) Question the User and identify User changes to the computer and perform backups before making changes
   b. ) Inquire regarding environmental or Infrastructure changes
   c. ) Review system and application logs

2 Establish a theory of probable cause. (question the obvious)
a.) If necessary, conduct external or internal research based on symptoms

3. Test the theory to determine cause
   a. ) Once the theory is confirmed, determine the next steps to resolve problem
   b. ) If theory is not confirmed re-establish new theory or escalate
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality and, if applicable, implement preventative measures
6. Document findings, actions, and outcomes (lessons learned)

Question 3

Which item is not likely to be found in a technicians toolkit?

a. ) Tweezers
b. ) Nut Driver
c. ) Spudger
d. ) levers
e. ) EMP
f. ) Multimeter

Answer 3

EMP

Question 4

A tech might use a voltage tester or this tool to check power coming out of a wall socket.

a. ) RFI Meter
b. )ESD Meter
c. ) Volt Meter
c. ) Tweezers

Answer 4

A voltmeter can test wall power. RFI and ESD meters don’t test wall power. Tweezer can be used to check if there is current at the wall, but they are not accurate and using them to test for power can cause equipment damage, injury or death.

Question 5

The first step in troubleshooting is to

a. ) Identify the problem
b. ) Implement a solution
c. ) Document the service
d. )Follow up with the customer

Answer 5

Identify the problem

Question 6

After a problem is solved, which is an appropriate step?

Answer 6

Ensure full system functionality and if applicable take preventative measures

Taking preventative measures (including teaching the customer how to avoid the same problem) is critical to avoid return visits and should be done after a problem is solved. Replacing components is part of solving the problem, not something done after the problem is solved. Identify the problem comes before solving it. Teach jargon to customers is not a necessary step in the troubleshooting process.