PC Technician Responsibilities

Question 1

Personal safety is your top priority when working with computer components. Keep in mind the following issues that can be hazardous:

Answer 1

Hazards

Description

Power

Power hazards can cause electrical shock and burns.

• Before handling a system component, make sure that it is powered off and that the main power cord is unplugged from the wall socket.
• Ensure that the grounding pin on a PC power plug is intact.
• Unplug the system before working on internal components. Newer power supplies constantly pull power from the socket.
• Be aware that the power inverter (power supply) converts AC current to DC current. Also be aware that the power supply can retain an electrical charge, even when not plugged in. Replace faulty power supplies instead of trying to repair them.
• Avoid opening the power supply which houses a capacitor (stores a large charge of electricity).

Capacitor

Be sure to discharge capacitors or turn the equipment over to qualified personnel for servicing. Similarly, exercise caution when working with the DC converter in a laptop display.

ESD and High Voltage

Exercise great care when working with electricity.

• Use ESD wrist straps not only protect components, but to reduce the chance of accidental electrical shock. Properly ground yourself before working with components.
• Do not use an ESD wrist strap when working with monitors, power supplies, laptop LCD panels, or other high-voltage components.
• Exercise caution when wearing jewelry, because it readily conducts electricity and could cause burns or even electrocution.

Peripherals

Peripherals can present a safety hazard to you.

• Do not use a regular multimeter or other electrical testing equipment to measure charge inside a monitor.
• Never clean the monitor’s glass with a liquid solvent while the monitor is powered on.
• Some studies suggest that laser printers emit tiny particles which could be dangerous when inhaled. As a precaution, do not locate laser printers immediately next to desks, and keep the area ventilated.
• Avoid handling leaky batteries. The leaking electrolytes can be harmful if they get into your eyes.
• Never look into the end of a fiber optic networking cable. Laser light can damage your eyes.

Thermal

Components such as the CPU heat sink and fan, the printing head of a dot matrix printer, or components inside a laser printer can be hot. After turning off a computer or printer, allow components to cool sufficiently before servicing to prevent burns.

Physical

Make sure the room and the building are properly set up to ensure your safety.

• Keep work areas and floors clear of clutter to help prevent accidents.
• Do not route cables across the floor in pathways. This can lead to tripping accidents, and could also result in worn cables.
• Provide adequate ventilation in any enclosure to remove toxic fumes.
• Protect yourself from airborne particles by using an air filter mask.
• Wear safety goggles.
• Replace worn or frayed power cords.

Lifting

Be careful when lifting heavy objects.

• Bend your knees and keep your back straight, using your legs to lift objects.
• Wear a back brace for added protection if your job requires frequent lifting.
• Use carts and other tools when moving heavy objects for any significant distance.
• Ask for help, if necessary, when lifting or moving heavier objects.
• Follow the weight limitation guidelines defined by your employer.

Cleanliness

Clean hardware regularly to avoid problems caused by built-up dust.

• Use compressed air to clean delicate components.
• Use a specialized vacuum to clean dust from other hardware.
• Avoid blowing dust into other hardware or all over your office.

Fire

Every room in which you work should be fire suppressed.

• Have at least a Class C fire extinguisher available. A Class C fire extinguisher is made for electrical fires.
• Make sure fire extinguishers and fire suppression methods (e.g., sprinklers) are properly implemented and maintained.
• Promptly report any potentially hazardous situations.
• Make the safety of others your top priority in responding to any incident. In the event of a hazardous situation, clear people from the area or remove the danger before attempting other actions such as preventing or repairing damage to components.

Question 2

Implement the following measures to defend components from ESD:

Answer 2

• Keep the relative humidity in the room at an ideal range of 35-70%, and temperature between 72-77 degrees. The key is to avoid dry air in the computer repair location to prevent ESD.
• Use antistatic mats under the PC and on the floor.
• Discharge yourself before touching any computer component.
• When touching anything inside the computer, wear an antistatic wrist strap that is attached to the metal PC chassis with an alligator clip .
• Ground both yourself and the computer to the same ground. This provides a single path for the flow of electrical potential.
• Use static-resistant materials to handle computer components.
• Never touch the metal connectors on a circuit board.
• Keep the computer repair location free of materials that accumulate electric charges, such as plastic and Styrofoam.
• Store sensitive components in static shielding bags, which are usually grey. Static-resistant bags are not nearly as effective. They are usually tinted pink or blue.
• If a wrist strap is unavailable, keep your body in constant contact with the metal frame when working inside the computer.

Unplug the system before working on internal components. Do not rely on the power cord for an electrical ground

Question 3

Static electricity

Answer 3

Static electricity is the accumulation of a friction-caused electric charge on a non-grounded object. The static charge on the surface of a non-grounded object can jump when it contacts the surface of any grounded object. This electric discharge is known as electrostatic discharge (ESD). ESD can be very destructive to a computer

Question 4

ESD Facts to Memorize

Answer 4

The threat of ESD begins when the fragile components (including the processor, hard drives, memory, motherboard, and expansion cards) inside the computer are exposed. You can cause damage simply by placing a fingertip too close to a component inside an open computer case. ESD charges can travel through wires and into components, where the wires can explode or fuse together, causing the components to fail. ESD can cause immediate failure of components or could gradually degrade components, causing only intermittent problems. It takes very little ESD to damage a component. A discharge of as little as 10 volts can damage a component, but 3,000 volts or more of ESD must occur before you can even feel it

Question 5

Disposal method for Alkaline Batteries

Answer 5

Recycle, if possible, otherwise dispose of alkaline batteries as your local laws require. For example, in some states, you can throw them in the regular trash. In California, it is illegal to throw them in the common trash. They are considered hazardous waste and are supposed to go with the household hazardous waste collection for special recycling.

Question 6

Disposal method for Button Batteries

Answer 6

These are considered hazardous waste because they contain mercuric oxide, lithium, silver oxide or zinc-air. Return to manufacturer, recycle, or contact local authorities for disposal procedures.

Question 7

Disposal method for Lithium and Lithium Ion Batteries

Answer 7

Recycle these; lithium batteries are considered a non-hazardous waste.

Question 8

Disposal method for Nickel-Cadmium (NiCad) Batteries

Answer 8

These are considered hazardous waste; take these batteries to either a household hazardous waste site or a recycling center.

Question 9

Disposal method for Nickel Metal Hydride (NiMH) Batteries

Answer 9

Recycle these; NiMH batteries are considered a non-hazardous waste in most U.S. States, with the exception of California

Question 10

Disposal method for CRT Monitor

Answer 10

Contact local authorities for recycling these. CRTs contain many toxic and caustic substances that are illegal to incinerate. Also, discharge before disposal (CRTs can contain high voltages).

Question 11

Disposal method for PC System

Answer 11

Recycle, give it away, or resell it; a typical PC contains $5 to $25 worth of precious metals. Remember to clean the hard drive before disposing of the machine.

Question 12

Disposal method for Power Supply

Answer 12

Contact local authorities. Recycle, if possible. Discharge before disposal (contains high voltages).

Question 13

Disposal method for Laser Printer Toner Cartridges

Answer 13

Return to the manufacturer for recycling (to clean up spills, use a toner vacuum or a scoop and a damp cloth; never use a regular vacuum).

Question 14

Disposal method for Inkjet Printer Cartridges

Answer 14

Recycle; you can return the cartridges to the manufacturer for recycling or recycle them yourself.

Question 15

Disposal method for Cleaning Solutions and Solvents

Answer 15

Consult the MSDS, a licensed disposal organization, or local authorities for handling and authorized disposal procedures.

Question 16

Change order forms

Answer 16

To request permission to make a change, you must submit a change order form to a change board. A change order form is a document used only to request permission to make changes to a project. A change board is a predetermined group of people who have the power to accept or reject proposed project changes. It may include managers, project managers, or even the CEO.

Change order forms generally require the following information:

Topic

Description

Purpose

Provide an explanation about why you wish to make this change to the project.

Scope

Define exactly what you wish to change and, if helpful, what you don’t wish to change.

Plan

Provide a plan for implementing the change. This plan may include extending the project schedule, requesting additional resources, requesting additional funding, and any other impacts to the project.

Risk Analysis

Identify risks associated with the change. For example, allocating additional funding to the project may strain another project’s budget. Adding a new member to a team may negatively impact the team’s effectiveness as training the new member will cause stress and consume time. Explain why the risks you identify are worth taking, and present a plan for mitigating risks and avoiding problems.

Backout Plan

Present a plan for returning affected systems to their original state if your proposed change to a hardware or software implementation fails.

Question 17

POST Card

Answer 17

A POST card is an expansion board that you insert into an expansion slot. It is typically used to troubleshoot a computer system that doesn’t start up correctly. The POST card displays output from the BIOS during the Power-On Self-Test (POST).

Question 18

Known Good Spares

Answer 18

Known good spares are a set of components that you know are in proper functioning order. If you suspect a problem in a component, swap it with the known good component. If the problem is not resolved, troubleshoot other components. Examples of using this strategy are:

• Changing the cable connecting a computer to the network
• Connecting a different monitor to a computer
• Replacing an expansion card

Question 19

Loopback Plug

Answer 19

A loopback plug is used to test network communications by redirecting a signal from the transmit port on a device to the receive port on the same device. Use the loopback plug to verify that a device can both send and receive signals.

Question 20

Cable Tester

Answer 20

A cable tester verifies that a network can carry a signal from one end to the other and that all wires within the connector are in the correct positions. Most testers have a single unit that tests both ends of the cable at once. Many testers come with a second unit that you can plug into one end of a long cable run to test the entire cable.

Question 21

Power Supply Tester

Answer 21

A multimeter is a device that tests various electrical properties. For example, most multimeters can measure:

• AC and DC voltage
• Current (amps)
• Resistance (ohms)
• Capacitance
• Frequency

Question 22

Three-Pronged Parts Retriever

Answer 22

A three-pronged parts retriever is used to grasp and retrieve small parts that have fallen into areas that are difficult to reach

Question 23

Extension Magnet

Answer 23

An extension magnet is a small magnet on a collapsible rod. Use the extension magnet to retrieve screws that have fallen into a computer case or other areas you cannot reach.

As an alternative to a magnet, use an extension tool with retractable prongs.

Question 24

Antistatic Pad/Wrist Strap

Answer 24

An antistatic pad provides an insulated covering to prevent static electricity from moving between objects and damaging computer components. When working with computer components, use a wrist strap connected to the antistatic pad and connect the pad to a ground.

Question 25

IC Insertion and Extraction Tool

Answer 25

An IC insertion and extraction tool is used to add or remove integrated circuit chips that are used on motherboards and some computer components. For example, on some motherboards, you can use the IC insertion and extraction tool to change the BIOS chip.

Question 26

Combination Ratchet/Screwdriver

Answer 26

A combination ratchet is a ratcheting handle with interchangeable bits that provides multiple features in a single tool.

• Bit ends can be replaced with Phillips and flat-head screwdrivers, hex sockets, and torx (star-shaped) bits.
• The ratcheting handle allows you to drive the screw without repositioning the driver.

Most computer components use Phillips head screws.

Question 27

Be aware of the following tips for maintaining your computer

Answer 27

• When receiving a new computer or component that has been shipped, let it sit for at least six hours (24 hours if it arrives in outside freezing conditions) before applying power. The rapid change in temperature can cause damage to components or can result in condensation within the computer.
• Perform regular backups. Backups protect your data if a hard disk fails.
• You can use covers and cases to protect some equipment from dust and liquid spills. Be sure to remove covers before use and replace after use.
• Keep cables organized. Route cables to prevent them from being kinked or stepped on. For best results, use cable ties to bind and organize cables.
• Verify that your system’s cooling fans are blowing air through the system case in the correct directions. A fan blowing in the wrong direction can negate the airflow through the case and cause the system to overheat.

Question 28

Be aware of the following facts about cleaning your computer:

Answer 28

• Common computer cleaning supplies include:
  
  • Lint-free cloth
  • Compressed air or an air compressor
  • Small anti-static vacuum
  • Denatured or isopropyl alcohol
• Regular cleaning gives you the chance to inspect all components. Look for worn or failed components. On electrical components, dark areas might indicate a burned-out component.
• Prior to cleaning computer components, power down and unplug components and let them sit for at least 30 minutes to cool.
• Use caution with liquid-based cleansers. Use small amounts and always apply cleaning solutions to cloths and cleaning instruments, never directly to component surfaces.
• Dust buildup inside a computer acts as an insulator for internal components, trapping heat and preventing adequate cooling of components. Use:
  
  • Compressed air to blow dust off.
  • A non-static vacuum to remove dust.
  • A natural bristle paintbrush to wipe components off.
• Use a small amount of denatured alcohol on a cotton swab to clean electrical connectors (such as those on expansion cards).
• For LCD screens, use a lint-free dry cloth or a small amount of isopropyl alcohol (do not use window cleaner, ammonium-based cleaners, paper towels). You can also use special monitor-cleaning solutions or pre-packaged wipes with monitor-safe solution.
• For a mouse with a roller ball, clean the ball and the roller contacts on a regular basis.
• For keyboards, use a vacuum or compressed air. For keys that stick, use a lint-free cloth and/or cleaning swabs, lightly dampened, to gently wipe each key.
• To clean a printer, use a damp or dry cloth.
  
  • On inkjet printers, use the printer’s cleaning function to clean the print heads.
  • For laser printers, use an anti-static vacuum to remove excess toner.

A regular vacuum will build up an electrostatic charge from the toner.

• On removable media devices, use:
  
  • Compressed air to blow dust and debris off of CD-ROM and DVD disc surfaces, out of drive bays, and off of drive heads.
  • Soft, dry lint-free cloths to wipe smudges off of CD-ROM and DVD disc media surfaces.

Question 29

HVAC, Interference, and Magnetic Fields

Answer 29

Consideration

Description

Heating, Ventilation, and Air Conditioning (HVAC)

For computer components, design HVAC systems with the following in mind:

• Keep temperature between 70 and 74 degrees to prevent components from overheating.
• Keep humidity between 40 and 70 percent to prevent electrostatic discharge (ESD).
• Make sure server rooms have separate ducting or HVAC systems from the rest of the building for better temperature control.
• Use positive pressure systems. Positive pressure systems protect the air quality in the facility by causing air to be forced out through doors, windows, and other openings. Negative pressure systems draw air in, potentially bringing in airborne particles such as dust or smoke. Positive pressure systems are more energy effective.
• In areas with heavy smoke or dust, add filters to air intake systems to filter out airborne particulates.

Interference

Interference is a signal that corrupts or destroys regular signals. Interference affects signals used by two devices to communicate on a network. Listed below are two types of interference that affect computer networks:

Electromagnetic Interference (EMI)

EMI is interference that affects wired networking signals.

• EMI is caused by motors, heavy machinery, and fluorescent lights.
• Use shielded twisted pair cable to protect signals sent on Ethernet twisted pair cabling. If necessary, use fiber optic cables to eliminate the effects of interference.

Radio Frequency Interference (RFI)

RFI is interference on the radio channel used by wireless networking devices.

• RFI can be caused by nearby wireless devices using the same channel, cordless phones, or microwave ovens.
• Wireless networks that use the 2.4 GHz frequency range (801.11b and 802.11g) are susceptible to RFI.
• You can reduce RFI by using a wireless networking standard that operates in the 5.75 GHz range or using a different channel for wireless devices.

Magnetic Fields

Magnetic fields located close to a computer can cause undesired effects or even data loss.

• Hard drives use magnetic charges to store data. While hard disks are shielded and protected from all but the strongest magnets, getting a magnet too close to these components could erase data.
• Speakers, motors, and generators contain magnets (keep sensitive components away from these devices).
• Solid state storage devices (such as RAM or flash drives) are not affected by magnetic fields.

Question 30

The following table lists power conditions you should be familiar with:

Answer 30

Problem

Description

Surge

Overvoltage that lasts seconds

Spike

Overvoltage that lasts milliseconds

Sag

Undervoltage that lasts milliseconds

Brownout

Undervoltage that lasts seconds (lights dim)

Blackout

Complete power failure

Question 31

Surge Suppressor

Answer 31

A surge suppressor conditions power so that overvoltages don’t reach devices.

Question 32

Surge Protector

Answer 32

A surge protector protects against overvoltages by switching a device off before an overvoltage can damage it.

• A power strip provides multiple power outlets from a single plug-in, but is not necessarily a surge protector.
• Surge protectors can be destroyed by surges and lose their ability to protect.

Consider using a surge protector with an indicator light to show whether it is working correctly.

Question 33

Line Conditioner

Answer 33

A line conditioner modifies the power signal to remove noise and create a smooth alternating current (AC) signal.

Question 34

Standby Power Supply (SPS)

Answer 34

A standby power supply is an offline device that switches over to provide power when an undervoltage occurs. If the switchover is not fast enough, the computer loses power.

Question 35

Uninterruptible Power Supply (UPS)

Answer 35

An uninterruptible power supply is an online device that is constantly providing battery power to the computer and being recharged by the wall outlet.

• There are two types of UPS systems:
  
  • An online UPS constantly powers the computer from the battery.
  • An offline UPS powers the computer from the wall power. When the power fails, a switch inside the UPS switches to power the computer from the battery. This is the most common form of UPS.
• UPS size is measured by the volt-amp (VA) rating. The capacity of the UPS determines the number of devices and how long the devices can run when power is interrupted.
• When purchasing a UPS, purchase one with enough battery power to power only critical devices such as the computer and a single monitor.
  
  • To reduce the amount of power required by the UPS, do not plug non-critical devices in to the UPS.
  • Laser printers require more power than most UPS systems are capable of providing. For this reason, you should not connect a laser printer to a UPS. If you must provide power to a laser printer, get a dedicated UPS for that device.
• A UPS is designed to provide enough power to shut a system down safely during an extended power outage. Most are not intended as long-term power solutions.
• The UPS connects to the power source (usually a wall socket), the computer plugs into the UPS, and the UPS is connected through a serial or USB port to the computer. Software on the computer uses this connection to monitor battery life and to detect when the regular power is lost. You can configure the software to shut the system down automatically when the battery charge reaches a certain level. You usually need to configure the following settings when working with UPS software:
  
  • Time to wait before sending a warning to clients
  • Time to wait before beginning a shutdown
  • Name of programs or commands to run during shutdown
• In addition to providing power when the power is lost, most UPS systems also condition the line and remove power spikes and sags.

Most UPS devices sound an alarm when the AC power is lost. This alarm continues until AC power is restored, although many UPS devices have a switch to mute the alarm

Question 36

Keep in mind the following tips when troubleshooting systems:

Answer 36

• Often the hardest part of troubleshooting is to reproduce the problem. You might need to ask the user questions to identify exactly how the problem occurred, or you might need to watch them perform the task again to reproduce the problem.
• If a hardware device or a software program causes a specific error, check the manufacturer’s website for additional help in troubleshooting the error.
• To help diagnose issues, you can run special software tools supplied by the hardware manufacturer.
• In addition to a basic toolkit, you can keep a few spare parts on hand that you know to be in working order. If you suspect that a component has failed, replace it with the known good spare. If that solves the problem, replace the faulty component.
• Intermittent problems are particularly difficult to troubleshoot. Check for environmental conditions such as kinked cables or overheated components.
• If you have problems identifying a hardware error, you can simplify the system by removing all but necessary components (processor, memory, and hard disk). Add devices one at a time and restart the system. If an error occurs, remove the newly added device and troubleshoot that device. Another strategy would be to remove a single device and restart the system, seeing if removing that device corrects the problem.
• Some problems might be caused by software errors, not hardware failures. You might need to begin by updating the drivers or unloading software.
• Before you make changes, always consider corporate policies and procedures and the changes’ impact on other people and components.

Question 37

The following process has proven effective in a variety of situations:

Answer 37

Step

Description

1. Identify the problem

When identifying the problem, resist the urge to start fixing things at this point. To identify the problem:

• Ask the user to describe the problem, check for error messages, or recreate the problem.
• Establish what has changed. Most often, problems are caused by new hardware, software, or changes to the configuration. If necessary, carefully ask users to discover what might have changed that could have caused the problem. Remember to inquire about environmental and infrastructure changes that could be relevant.
• Review system and application logs.
• Check knowledge base articles, network topology diagrams, and any other documents that may provide helpful information.

2. Back up the system

Before making changes to the system, back up user and system data (or make sure a recent backup exists). While some changes can be made without affecting user data, you should back up data to protect against unintentional data loss caused by making changes.

3. Identify possible causes and identify a theory of probable cause

Check for simple, obvious, and common problems first. For example, check power cords, connectors, and common user errors.

4. Test your theory

Test your theory to verify the cause of the problem.

• If your theory is not correct, examine other possible causes (return to the previous step).
• At this point, if the problem is caused by simple things like an unplugged system, you can safely take actions to resolve the problem.
• If the cause is not a simple one, identify the necessary steps to correct the problem.
• If you cannot identify the cause of the problem, or if the problem is beyond your ability or responsibility to fix, escalate the problem.
  Escalation means turning the problem over to someone more capable of handling the problem. When escalating the problem, be sure to detail the actions you took and the information you have discovered up to this point.

5. Create an action plan

To create an action plan, address the most likely problem and account for side effects of the proposed plan. For example,

• Will the fix result in significant system downtime?
• Is the resolution best left for other times of the day?
• Is there a temporary solution that should be implemented immediately?

When side effects have been weighed against the fix and all concerns have been addressed, fix the problem.

6. Test the solution

When you are testing your solution, do the following:

• Ensure that the problem is fully resolved and that implementation did not cause any new problems.
• If necessary, take additional actions to prevent the problem from happening again.

7. Ensure satisfaction

After the problem is fixed, ensure the customer’s satisfaction and explain what you did to fix the problem. If possible, have the user perform the task to make sure that they understand and accept that the problem has been resolved.

8. Document the solution and process

Documenting the solution and process provides you with a record of what the problem was and what you did to solve the problem. In the future, you can check your documentation to see what has changed or to help you remember the solution to common problems. It will save you time and money when troubleshooting problems.