Module 2 Flashcards
How would you know if the issue needs immediate fixing or a plan of action?
If the issue is causing problems to the productivity of the workspace, then it would be considered an immediate fixed.
What is the importance of simple, obvious solutions?
Reducing stress and workload
How does documentation aids the troubleshooting process ?
Your notes may be helpful for future related troubleshooting issues
Reason why end-user is an important troubleshooting resource
You are able to get a detailed summary of the issue
What would be a proper response to a difficult client situation ?
Always be respectful by not arguing, accusing, or complaining
What are some methods to impress clients ?
- Dress professionally
- Arrive on time
- Great communication
What is Electrostatic Discharge (ESD)? How can it be a hazard to electronic computer components?
ESD transfers electricity from one charges object to the other. It can cause immediate failure.
What is the material safety data sheet (MSDS)?
A data sheet containing information about potential hazards and safety precautions of the workplace
What is the difference between policies and procedures?
Policies are set rules
Procedures are instructions
How can a knowledge base provide support for employees?
It helps both tech and user to be able to troubleshoot simple issues such as password resets
What steps are included in an offboarding process?
- Disable all accounts
- Disable not delete
- Back up or transfer any data
- Forwards emails or calls to employees supervisors
- Collect keys, uniform, devices
- Change passwords or codes
How to lift heavy objects
Bend knees with back straight while only using legs to lift
What is the troubleshooting Process?
- Identify the issue
- Establish a theory
- Test theory
- Create a plan of action and start solution
- Verify functionality and preventative measures
- Document progress and process
What do you include in a ticket?
- User information
- Device information
- Problem description
How does air quality affect a computer?
If a room is too humid, condensation will be created and it may cause short circuits. If a room is too hot, the computer will overwork to cool itself down.
