OP 1 Flashcards
What is the purpose of documentation in IT support?
Documentation helps track changes, standardize troubleshooting, and provide reference materials for IT staff.
What is a standard operating procedure (SOP)?
An SOP is a set of step-by-step instructions for performing routine IT tasks consistently and efficiently.
Why is change management important in IT operations?
Change management ensures that system changes are planned, documented, tested, and approved to minimize disruptions.
What is the purpose of an uninterruptible power supply (UPS)?
A UPS provides backup power and prevents data loss during power outages.
Why should technicians wear an anti-static wrist strap?
An anti-static wrist strap prevents electrostatic discharge (ESD) from damaging computer components.
What should you do before working on internal computer components?
Turn off the computer, unplug it, and discharge static electricity using an anti-static wrist strap or mat.
What type of fire extinguisher is used for electrical fires?
A Class C fire extinguisher is used for electrical fires.
Why is effective communication important in IT support?
Clear communication helps resolve issues efficiently, improves user satisfaction, and avoids misunderstandings.
What is active listening, and why is it important in IT support?
Active listening involves fully concentrating, understanding, and responding to users to ensure their issues are addressed effectively.
What is the best way to handle a difficult or frustrated customer?
Remain calm, listen actively, empathize, and offer clear solutions while maintaining professionalism.
How should electronic waste (e-waste) be disposed of properly?
E-waste should be recycled through certified e-waste recycling programs to prevent environmental harm.
What is the purpose of Material Safety Data Sheets (MSDS)?
MSDS provides information on handling, storage, and disposal of hazardous materials safely.
What is the best practice for disposing of old hard drives with sensitive data?
Use secure data wiping, degaussing, or physical destruction to prevent data recovery.
Why is it important to use strong passwords in IT security?
Strong passwords reduce the risk of unauthorized access to systems and sensitive data.
What is the principle of least privilege (PoLP)?
PoLP ensures users and applications only have the minimum permissions necessary to perform their tasks.
What is social engineering, and how can it be prevented?
Social engineering is the manipulation of individuals to gain unauthorized access; prevention includes user training and verification policies.
What are the steps in incident response?
Identify, contain, investigate, remediate, recover, and document the incident.
What is the first step in troubleshooting an IT issue?
Identify the problem by gathering information from the user and observing symptoms.
Why is documentation important in troubleshooting?
Documentation helps track issues, solutions, and patterns for future reference and process improvement.
