Chapter 2-Operational Procedures

Question 1

While maintaining the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow up question? Select two

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

Answer 1

A. Is the computer turned on?

B. Is the monitor turned on?

Question 2

While manning the help desk, you get a call from Sharon in accounting. She’s lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon in the most efficient and professional manner to open her My Documents folder?

A. Sharon, check my documents
B. Sharon a lot of programs save files to a default folder, often to a folder called my documents. Let’s look there first. Click the start button and move the mouse until the cursor hovers over my documents. Then press the left mouse button and tell me what you see when my documents open
C. Probably just defaulted to my docs. Why don’t you open Excel or whatever program you used to make the file, and then open a document and point it to my documents?
D. Look Sharon, I know you’re clueless when it comes to computers, but how could somebody lose a file? Just open up my documents, and look there for the file

Answer 2

B. Sharon a lot of programs save files to a default folder, often to a folder called my documents. Let’s look there first. Click the start button and move the mouse until the cursor hovers over my documents. Then press the left mouse button and tell me what you see when my documents open

Question 3

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

A. Pliers
B. Hammer
C. Straight slot screwdriver
D. Phillips head screwdriver

Answer 3

D. Phillips head screwdriver

Question 4

Which of the following would be most appropriate for the workplace? Select two

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

Answer 4

A. Clean, pressed khaki trousers

C. Clean, wrinkle free polo shirt

Question 5

When is it appropriate to yell at a user?

A. When he screws up the second time
B. When he interrupts your troubleshooting
C. When he screws up the fifth time
D. Never

Answer 5

D. Never

Question 6

When troubleshooting a software problem on phoebes computer and listening to her describe the problem, your beeper goes off. It’s your boss. Which of the following is the most appropriate action for you to take?

A. Excuse yourself, walk out of the cube, and use a cell phone to call your boss
B. Pick up phoebes phone and dial your boss’s number
C. Wait until phoebe finishes her description and then ask to use her phone to call your boss
D. Wait until phoebe finishes her description, run through any simple fixes? And then explain that you new to call your boss on your cell phone.

Answer 6

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

Question 7

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

A. Require the customer to sit with you throughout the process so she can type in her password each time
B. Ask the user to write down her password for you to use
C. Ask the user to change her password temporarily for you to use
D. Call your supervisor

Answer 7

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

Question 8

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

A. Follow up with a call within a couple of days to make sure everything is going well with the fixed computer
B. Make copies of any passwords you used at the site for future reference
C. Document any particularly important people you met for future reference
D. Do nothing. Your work is finished there

Answer 8

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

Question 9

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

A. Anti static spray
B. Anti static bag
C. Anti static wrist strap
D. Phillips head screwdriver

Answer 9

C. Anti static wrist strap

Question 10

Which of the following helps prevent electromagnetic interference?

A. Use an anti static bag
B. Use an anti static wrist strap
C. Keep magnets away from computer components
D. Keep computers away from monitors

Answer 10

C. Keep magnets away from computer components