Final Exam Review Operational Flashcards
Which of the following tools would you find in a typical PC tech’s toolkit
Torx wrench
Phillips- head scredriver
Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or set of questions to begin troubleshooting the problem?
When you say “dead,” what do you mean? What happens when you press the power button?
What term describes the flow of static electrical charge from a person to the inside of the PC?
ESD
When is it appropriate to yell at a user?
Never
While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for the problem. at what point should you interrupt him?
Never
While manning the help desk, you get a call from Bryce in sales complaining that he cant print and every time he clicks on the network shared drive, his computer stops and freezes. He says he thinks it’s his hard driver. What would be a good follow-up question or statement?
Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the shared drive, right?
While manning the help desk, you get a call from distraught user who says she has a blank screen. What would be useful follow-up question?
Is the computer turned on?
Is the monitor turned on?
Upon responding to a co-workers request for help, you find the she is away from her desk and Microsoft Excel is on the computer screen with a spreadsheet open. How do you proceed?
Go find the co-worker and ask her to exit her applications before you touch her computer.
While fixing a printing problem on Paul’s computer, you check his email out of curiosity to see if there are any interesting messages there. you find several personal emails he has sent. Using the company computer for personal email is against regulations, so what should you do?
You shouldn’t be looking in his e-mail folders at all as it compromises your integrity.
After replacing a keyboard a user has spilled coffee on for the fifth time, what should you say to the user?
I can’t guarantee the new keyboard will work if it gets dirty.
You are solving a problem on kate’s computer that requires you to reboot several times. Upon each reboot, the logon screen appears and prompts you for a username and password before you can continue working. Kate has gone to another office to continue her work on another computer. How do you proceed?
Have kate temporarily;y change her password for you to use as you work; then have her change it back when you are through
What’s the best practice when working inside a system unit and installing and removing components?
Wear an anti-static wrist strap
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?
Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let’s look there first. Click on the start button and move the mouse until the cursor overs over My Document. Then press the left mouse button and tell me what you see when my documents opens.
Electrostatic discharge occurs between _____.
Two objects that have dissimilar electric potential.
Ivan sees a coworker’s printer sitting precariously on the edge of a table. The coworker is not around. He should:
Move the printer back safely on the table.
