Chapter 1 Review

Question 1

Which of the following would be most appropriate for the work place? (Select two)

A. Clean, pressed khaki trousers
B. Clean, wrinkle-free T-shirt
C. Clean, and wrinkle-free polo shirt
D. Clean, pressed jeans

Answer 1

A. Clean, pressed khaki trousers

C. Clean, and wrinkle-free polo shirt

Question 2

While manning the help desk, you get a calll from a distraught user who says she has a blank screen. What would be a useful follow-up questions? (Select two)

A. Is the computer turned on?
B. Is the monitor turned on?
C. Did you reboot?
D. What did you do?

Answer 2

A. Is the computer turned on?
B. Is the monitor turned on?

Question 3

At the very least, what tool should be in every technicians tool kit?

Answer 3

Phillips-head screw driver

Question 4

When is it appropriate to yell at a user?

Answer 4

Never

Question 5

When trouble shooting a software problem on phoebe’s computer and listening to her describe the problem, you get a text from your boss. Which of the following is the most appropriate action for you to take?

Answer 5

Wait until phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.

Question 6

You were at a customers workstation to install several software and hardware updates, a process that will take a while and require several reboot of the computer. What should you do about the password to the users account?

Answer 6

Ask the user to change her password temporarily for you to use.

Question 7

Which of the following is a good practice after completing a troubleshooting call at someone’s office?

Answer 7

Follow up with a call within a couple of days to make sure everything is going well with the fixed computer.

Question 8

Which tool helps you avoid accidental static discharge by keeping you at the same electrical potential as a computer on which you’re working?

Answer 8

ESD wrist strap 

Question 9

Once you have ascertain the computers, problem and backed up the critical data what should you do?

Answer 9

Establish a theory of probable cause

Hint: you want to back up all computers before working on them

Question 10

What should you do after successfully repairing a machine?

Answer 10

Document your findings