IT Vocab PC 2 Flashcards
Electrical interference from one device to another, resulting in poor performance of that device being interfered with
Electromagnetic interference
A mask designed to keep users from inhaling particulate matter, as when cutting drywall
Air filter mask
Four parts of a computer’s operation: input, processing, output, and storage
Computing process
Communication strategy designed to help techs understand a user’s problems better. Works by listening to a user’s description of a problem and then asking cogent questions
Eliciting answers
The process used when a person assigned to repair a problem is not able to get the job done, such as sending the problem to someone with more expertise
escalate
Means of communication that is not pushy or bossy but is also not soft. Useful in dealing with upset customers as it both defuses their anger and gives them confidence that you know what you’re doing
assertive communication
The amount of electrical energy stored in an object
potential
Bag made of antistatic plastic into which electronics are placed for temporary or long-term storage
Antistatic bag
Most companies require a signed ___________________ to perform work
Work authorization
after you test a theory to determine cause, you should establish a(n) __________ to resolve the problem and implement a solution
plan of action
Golden rule: do unto others as you would have them do unto you
Ethic of Reciprocity
Making sure that a problem has been resolved and will not return
verify
to question the user and find out what has been changed recently or is no longer working properly. Steps 1-6 in the CompTIA troubleshooting theory
identify the problem
The special surface on which to lay electronics
Antistatic mat
The best way to verify ____________ is to have the user do whatever she needs to do on the repaired system for a few minutes while you watch
full system functionality
Key used to verify a user’s identity on a secure computer, device or network
password
Attempt to resolve the issue by either confirming the theory and learning what needs to be done to fix the problem or by not confirming the theory and forming a new plan of action
Test the theory
Special device worn around the wrist with a grounding connection designed to equalize electrical potential between a technician and an electronic device
Antistatic wrist strap
Steps a technician uses to solve a problem. CompTIA A+ defines six steps: identify the problem, establish a theory of probable cause, test the theory, establish a plan of action, verify full system functionality, and document
Troubleshooting theory
Part of respectful communication involving listening and taking notes without interrupting
actively listen
Uncontrolled rush of electrons from one object to another
electrostatic discharge (ESD)
A less-than-ideal method for ridding yourself of static electricity by touching a metal object such as the computer case
self-grounding
telling the truth–a very important thing for a tech to do
Honesty
How all techs should treat their customers
respect
The part of the electromagnetic spectrum used for radio communication
Radio frequency
Always doing the right thing
integrity
