Exam 5: Procedures

As you're fixing a computer issue for a user, the user asks you to slow down and explain as you go so he can fix the issue in the future. You have several other issues to resolve before the end of the day. How do you respond to the user?

An employee says his monitor is acting strangely and is asking how to open the CRT. What do you tell the employee?

You are working on a user's computer when a colleague calls you to discuss a work-related retreat that's occurring that weekend. How should you handle the call?

During routine computer maintenance of users' computers you come across a CD labeled "Employee Review and Promotion." What should you do upon discovering this item?

In preparation for a hardware upgrade in a computer, you decide to clean dust from inside the system. What should you use to accomplish this?

You are laying network cables from patch panels to some new servers. What is the primary safety concern when laying network cable?

While at a friend's house, you are asked to install a new DIMM into a system. Although you've done this procedure countless time, you are concerned about ESD prevention. Which of the following could be done to mitigate the possibility of ESD in this case?

A distraught user calls you worried that they've just lost an important presentation on which they were working due to a sudden power outage. The presentation is due in 5 hours. How do you handle the situation?

John is in charge of setting up an infrastructure which includes flammable liquids. Which of the following fire extinguisher types should he use in case of a liquid fire emergency?

An irate user calls the helpdesk, upset that for the second time in a month their computer is not functioning properly. What is a good way of dealing with this user?

A fellow technician is told to dispose of some obsolete computers. He plans to load them in his truck and dispose of them in a large, industrial dumpster. What do you recommend?

Due to the urgency of the situation, you need to open a computer and adjust some internal components but do not have the proper ESD safety equipment. What can you do to help minimize the risk of damaging the computer?

As a manager over technicians, you are managing customer complaints. Of the following complaints, which ones are valid complaints that you should correct with any technician?

You have been tasked with moving several CRT monitors from one office into another. What is the proper way to hold a CRT monitor when carrying it?

A user calls the helpdesk concerned because her dog consumed the better part of an inkjet cartridge while she was replacing the ink in her printer. What document will provide her with more information on the ink and what chemical substances it contains?

A new technician is working on a laptop with a bad display. She suspects the laptop's onboard inverter is failing and wants to work on the unit. Is there a danger with working on an inverter?

An employee is complaining about her computer not working properly. Unfortunately, she is not clear about the issues and how they occur. What can you do to gain a better understanding of the issue? Choose all that apply.

You are performing a data restore on a computer that has crashed. While restoring the data, you notice a large amount of unprotected information about the user's banking practices, PayPal transactions, and other confidential data. What should you do?

From a support ticket you are working on a computer at a customer's home and find there are more issues (some serious) than originally known. How do you deal with this situation? Choose all that apply.

All of the following are examples of professionalism as a technician, except: