Section 2

Question 1

Timothy works in the graphic arts departments and has received approval to upgrade his video card. The card has arrived, and you are ready to begin the upgrade by replacing the old video card with the new one in his workstation.

To ensure your personal safety, which of the following should you do FIRST?

Answer

Remove jewelry.

Put on safety glasses.

Disconnect power.

Place the computer on an ESD mat.

Answer 1

Disconnect Power

Question 2

Your U.S.-based company has recently purchased an old office building where employees are being assigned to work. As you are setting up the employees’ desktop computers, you come to one location where the nearest wall outlet has only two prongs. All of the metal-enclosed desktop computers have three-prong cords.
Which of the following is the BEST way to proceed with that particular desktop computer?

Find a different outlet that uses three prongs.

Purchase an adapter that converts the three-prong cable to two prongs.

Use the existing cord, but remove the grounding prong, as it is not required.

Get a new power cord with two prongs to match the wall outlet.

Answer 2

Find a Different Outlet that uses Three prongs

Question 3

In which of the following situations should you NOT use an ESD wrist strap?

When working with high-voltage components.

When replacing worn or frayed power cords.

When wearing jewelry.

When replacing memory modules.

Answer 3

When working with high-voltage components

Question 4

To improve the safety of your location and comply with regulations regarding work environments with hazardous materials, you have been assigned to assemble Material Safety Data Sheets (MSDS) for all chemicals used in your shop.

How should you obtain these documents?

Get them from your local workers’ safety insurance office.

Ask your manager for them.

Download them from the chemical manufacturer’s websites.

Write them yourself after researching the issues.

Answer 4

Download them from the Chemical Manufacturer’s website

Question 5

Which of the following devices can store large amounts of electricity, even when unplugged?

CRT monitor

DVD optical drive

Hard disk drive

LCD monitor

Answer 5

CRT Monitor

Question 6

Jeannette’s workstation is overheating. She decides to open the workstation and clean any accumulated dust to see if it helps with the overheating issue.

Which of the following can Jeannette safely do to remove dust? (Select two.)

Use a lint-free cloth and cleaning solvent to remove all dust accumulation.

Remove the power supply to do detailed cleaning.

Use short bursts of compressed air to clean delicate components.

Use a continuous stream of compressed air to clean all components.

Use a special vacuum to clean dust from all hardware components.

Answer 6

Use Short Brusts of compressed air to clean delicate components
Use a special vacuum to clean dust from all hardware components

Question 7

Jeannette’s workstation is overheating. She decides to open the workstation and clean any accumulated dust to see if it helps with the overheating issue.

Which of the following can Jeannette safely do to remove dust? (Select two.)

Answer

Use a lint-free cloth and cleaning solvent to remove all dust accumulation.

Remove the power supply to do detailed cleaning.

Use short bursts of compressed air to clean delicate components.

Use a continuous stream of compressed air to clean all components.

Use a special vacuum to clean dust from all hardware components.

Answer 7

10 volts

Question 8

Which of the following is a myth regarding electrostatic discharge (ESD)?

Sitting down or standing up from a chair can create static electricity.

Simply touching an object can create static electricity. You do not have to rub the object.

Most often, ESD degrades computer components, and they fail at a later date.

If you can’t feel ESD, the surge is not sufficient to harm computer components.

Answer 8

If you can’t feel ESD, the surge is not sufficient to harm computer components.

Question 9

You work for a store that sells and repairs computers. Due to the room’s layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently.
Which of the following would BEST protect you from static electricity buildup?

Self-grounding

ESD wrist strap

ESD mat

ESD heel strap

Answer 9

ESD Wrist strap

Question 10

You work for a store that sells and repairs computers. Due to the room’s layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently.

Which of the following would BEST protect you from static electricity buildup?

Answer

Self-grounding

ESD wrist strap

ESD mat

ESD heel strap

Answer 10

Anti-static mat
Metal area on the computer case

Question 11

You work for a large company that has over 1,000 computers. Each of these computes uses a wireless mouse and keyboard. Therefore, your company goes through a lot of alkaline batteries. When these batteries can no longer power the intended device, you need to decide what to do with them.

Unless otherwise dictated by your local authorities, which of the following would be the EASIEST way to deal with these batteries?

They must be sent to hazardous waste collection.

They can be recharged.

They must be stored onsite until they expire.

They can be thrown in the trash.

Answer 11

They can be thrown in the trash

Question 12

Your company has a plan in place to upgrade each employee’s laptop computer to a newer model every three years. As a result, you often have old laptop batteries.
Unless otherwise dictated by your local authorities, which of the following is the BEST way to deal with these types of batteries?

They must be stored on-site until they expire.

They must be recycled.

They can be thrown in the trash.

They can be recharged.

Answer 12

They must be Recybled

Question 13

Which of the following components require special disposal procedures to comply with environmental guidelines?

Video card

Hard disk drive

Motherboard

Notebook battery

Answer 13

notebook battery

Question 14

Katy is a IT engineer who is responsible for maintaining the environment in her company data center in San Francisco.
While swapping motherboards in a server in the data center, she notices that the original motherboard is showing signs of corrosion.
Which of the following is the BEST solution to resolve the corrosion issue?

Check and clean all corroded server motherboards.

Replace motherboards in the servers more frequently.

Run a diagnostic check on all servers to make sure they are functioning properly.

Decrease the humidity in the data center.

Answer 14

Decrease the humidity in the data center

Question 15

What is the BEST way to dispose of printer cartridges?

Place them in the regular trash.

Return them to the manufacturer for recycling.

Deliver them to a local recycling facility.

Place them in a standard recycling bin.

Answer 15

Return them to the manufacturer for recycling

Question 16

What method is used to ensure proper ventilation in a server room?

Internal cooling systems

Internal fans

Maintaining a steady temperature

Hot and cold aisles

Answer 16

Hot and cold aisles

Question 17

Your company provides testing services that help customers identify and resolve performance issues with their software and e-commerce sites before they go live. To perform accurate testing, a large number of computers are required, sometimes numbering in the hundreds.

Recently, you have noticed that the lights in the testing lab seem dimmer than normal and sometimes flicker.

Which of the following electrical terms BEST describes the condition you are most likely experiencing

Blackout

Power surge

Brownout

Power spike

Answer 17

Brownout

Question 18

Which of the following device types should be plugged into a surge-protected-only outlet on a UPS unit and not a battery backup outlet?

Secondary LCD monitor

Inkjet printer

External hard disk drive

Laser printer

Answer 18

Laser printer

Question 19

Which of the following device types should be plugged into a surge-protected-only outlet on a UPS unit and not a battery backup outlet?

Secondary LCD monitor

Inkjet printer

External hard disk drive

Laser printer

Answer 19

Protect from over-voltages
Conditions the power signal

Question 20

Your company resides in an area with rapid growth in both the corporate and residential areas surrounding your office. As such, your company has been experiencing several brownouts due to power grid problems (too much demand and not enough electricity). Fearing that your computers (especially the servers) could be damaged by these brownouts, your manager has asked you to find a solution to this problem.
Which of the following would be the BEST device to recommend to your manager for computer protection?

Power strips

UPS

Surge suppressor

GFCI

Answer 20

UPS

Question 21

You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues.

Which of the following is the BEST action to take?

Answer

Tell your friend about the report you saw and whose desk it was on.

Give your friend a heads up about what you found, but don’t tell them how you got the information.

Ignore the paper and tell no one of its contents.

Tell your fellow PC technicians about what you saw and let them decide what to do with the information.

Answer 21

Ignore the paper and tell no one of its contents.

Question 22

As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, “Stop worrying. I know what I’m doing.”

Which of the following professionalism principles are you failing to follow?

Answer

Avoid being judgmental.

Avoid an argument with the customer.

Maintain a positive attitude.

Avoid dismissing customer problems.

Answer 22

Avoid dismissing customer problems.

Question 23

You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal.

Which of the following is the BEST way to explain the solution to the customer?

Answer

“Next time you need to call, check this power strip switch. It was turned off. That’s why nothing worked. If I were you, I would have checked this first and saved both of us time.”

“All I did was flip the power strip switch on. You probably bumped it by accident. And that accident just cost you about $80. But don’t feel bad, accidents happen to everyone. Although, this one could have been easily avoided.”

“I found this power strip switch in the off position. Now that it’s on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?”

“That was probably the easiest problem I’ve ever fixed. I am surprised you had to call in. Thanks for making my day! All I had to do was flip this little switch. You’re good to go.”

Answer 23

“I found this power strip switch in the off position. Now that it’s on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?

Question 24

Listen to exam instructions
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties.

What is the BEST way to respond to this situation?

Answer

Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.

Tell the user that they will need to find someone else to take care of their problem.

Tell the user it isn’t in your job description and move on with your current task.

Try to perform the task by yourself.

Answer 24

Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.

Question 25

You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee’s computer.

As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive’s power cable. Your initial thought is, “How stupid can this guy be?” but you restrain from making any comments.

At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer.

A quick test determines that the device is now working.

Which of the following professionalism principles is the technician failing to follow? (Select two.)

Talking to coworkers while interacting with customers

Allow the client to speak and avoid interrupting

Avoiding being judgmental

Actively listening

Argue with customers and/or be defensive

Answer 25

Avoid being judgmental
Actively listening

Question 26

As you arrive on-site at a customer’s place of business, you go to the front desk and ask for the manager of the IT department. The manager greets you and tells you to use their first name, which is Robin. Robin then escorts you to the printer, which is jammed.

After you fix the printer, the existing print job completes. As the paper comes out, you notice that one of them is marked confidential and has to do with an upcoming merger. You find Robin and say, “Robin, your printer is fixed and working perfectly.”

Robin then escorts you off the premises. When you get home that evening, you tell your spouse about the merger document you saw. The next day, you call Robin to verify that the printer is still functioning properly.

Which of the following professionalism principles did you fail to to follow?

Answer

Use appropriate professional titles.

Follow up with the customer to verify satisfaction.

Deal with confidential materials appropriately.

Avoid being judgmental.

Answer 26

Deal with confidential materials appropriately.

Question 27

While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer.

Which of the following is the MOST professional way to handle the situation?

Answer

Answer the phone and say, “I’m busy right now. I’ll call you right back.”

Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.

Immediately answer the phone and try to finish the call as fast as you can.

Ignore the phone and let it continue ringing until the caller reaches your voicemail.

Answer 27

Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.

Question 28

As a PC technician you know you will be late to an appointment with a customer. Which of the following actions should you take? (Select two.)

Answer

Blame your tardiness on heavy traffic.

Explain why you are late.

Give a realistic timeframe for your arrival.

Contact the customer and apologize.

Tell a joke to ease the situation.

Answer 28

Give a realistic timeframe for your arrival.
Contact the customer and apologize.

Question 29

You are the PC technician for a company. You received the following email from an employee:

My email doesn’t work. I keep getting email sent back to me, and I can’t find any of my old emails. I don’t think that the email program has ever worked well.

When you arrive at the employee’s desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day.

What is the BEST way for you to respond?

Answer

Direct the employee to the email program’s help utility.

Inform the employee that there isn’t anything wrong with the program and that he simply does not know how to use it correctly.

Set an appointment to train the employee on how to complete common email tasks.

Tell the employee to ask their co-workers how to use the program if he come across further problems.

Answer 29

Set an appointment to train the employee on how to complete common email tasks.

Question 30

An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn’t have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds.

Which of the following is the BEST way to respond?

Answer

Tell the employee that you will get new RAM for their computer as soon as possible.

Tell the employee that she should make do with what she has.

Tell the employee that the best option is for her to purchase new RAM for the computer and bring it to work.

Tell the employee that her department doesn’t currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.

Answer 30

Tell the employee that her department doesn’t currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.