Question 1

Older computers are being decommissioned by the HR department. The HR manager is trying to save some components for newer PCs that are being built and wants to reuse the power supply. Is there a potential problem with placing older power supplies in newer computers? Choose all that apply.

Accepted Answer

A) Yes, the power supply specs may not match the components in the new computer. 
B) No, you can change a selector switch to adapt the power supply. 
C) Yes, the power supply may not fit. 
D) No, power supplies are interchangeable.

Question 2

You here a rattle in an employee's computer and you open the case while the computer is still running. You notice a loose cable and reach in to tighten the connection. The fan is also making a noise so you use WD-40 to lubricate the fan. What safety errors have you just committed? Choose all that apply.

Accepted Answer

A) Never use WD-40 to lubricate a fan. 
B) Never tighten a loose connection in a PC. 
C) Never reach into a PC case without taking ESD precautions. 
D) Never open a PC while it is running.

Question 3

One of your offsite offices is complaining that part of their wireless network is slow. Once you arrive at their site, you determine one of the access points is receiving 12 Mbps but should be receiving 24 Mbps. The access point is near the office break area. What is the possible reason?

Accepted Answer

A) The printer across the room from the break room is interfering with EMI. 
B) The microwave oven in the break room is producing RFI. 
C) The access point is faulty. 
D) The cell phones from employees in the break room are interfering.

Question 4

A new PC technician discovers a computer on the business network that contains pirated software. Upon reporting the discovery to her boss, the PC technician is told to restrict access to the PC, leave it on, and wait for the boss to arrive. This is an example of what concept?

Accepted Answer

A) Chain of custody 
B) Documentation 
C) Incident Response 
D) MSDS

Question 5

An employee in the maintenance department says her old CRT monitor has a distorted image. You visit her station and find the image on her monitor is jittery and distorted. You also notice a number of electric components and motors on her desk. What could be causing the distorted images?

Accepted Answer

A) The RFI from the microwave in the nearby lunchroom 
B) Magnetic interference from the electric motors 
C) EMI from the building power system 
D) The monitor is just old and needs to be replaced.

Question 6

Which of the following cannot be thrown in the normal trash and should be thrown away or recycled according to special guidelines?

Accepted Answer

A) Replacement UPS Battery 
B) Chassis Screws 
C) CRT Monitors 
D) Used toner cartridges

Question 7

Which of the following factors contributes to ESD?

Accepted Answer

A) Low Humidity 
B) High Humidity 
C) Heat 
D) Cold

Question 8

The fan on a desktop computer's power supply goes bad. What is the most appropriate way to remedy the situation?

Accepted Answer

A) Buy and install a new power supply. 
B) Buy and install a new fan for the power supply. 
C) Remove the power supply from the system and attempt to fix the fan. 
D) Remove the fan from the system and attempt to fix it.

Question 9

What is the proper procedure for fixing a CRT monitor?

Accepted Answer

A) There is no proper procedure; you should not attempt to fix a CRT monitor. 
B) Leave the CRT monitor plugged into the wall for grounding purposes. 
C) Unplug the CRT monitor and use an ESD antistatic wrist strap. 
D) Unplug the CRT monitor but do not use an ESD antistatic wrist strap.

Question 10

A user calls you complaining of an issue with his computer. How would you gather more information to get to the bottom of the problem?

Accepted Answer

A) Ask open-ended questions that allow the customer to describe the issue in their own words. 
B) Ask close-ended questions that limit responses to ones that will be most useful to you. 
C) Ask leading questions to assist the customer in describing their issue. 
D) Provide situations and examples to give the customer a starting point.

Question 11

A user calls you at the helpdesk and informs you of something not working correctly. After two minutes of chatting with the user, you know the issue, but the user is still providing you with background information on themselves and the system. How should you approach this situation?

Accepted Answer

A) Politely tell the user you think you have a solution to their problem. 
B) Put yourself on mute and tune-out until the user is finished. 
C) Allow the user to say what's on their mind without interrupting. 
D) Ask questions that challenge the user to provide some relevance in what they are saying to the issue at hand.

Question 12

A new maintenance worker sends a support ticket that recently his connection to the Internet "comes and goes." You go to his computer station and find his CAT5e cable was recently run next to the power cable. What do you think is causing the problem?

Accepted Answer

A) Due to all of the equipment and power in the maintenance area, the whole environment is emitting EMI. 
B) The NIC is faulty. 
C) The power cable is intermittently generating EMI. 
D) A new cable is needed.

Question 13

The following are all ESD prevention measures, except:

Accepted Answer

A) Wearing an ESD Wrist or ankle strap. 
B) Placing loose components on an ESD mat or in ESD bags. 
C) Turn the power switch on the back of the power supply to "off." 
D) Leave the system plugged-in to the wall to provide outside grounding.

Question 14

You are working on a system issue at a client's site and notice that the resolution is taking you longer than you anticipated. As a result, you know you will be late to your next appointment. What is the best way to deal with this situation?

Accepted Answer

A) Continue working on this issue. You'll get to the next client when you get there. 
B) Tell the client at your current site that the issue is more in depth than you anticipated and offer to return after hours. 
C) Call your next appointment and tell them you are running behind while fixing another issue and offering to reschedule if they wish. 
D) Tell the client at your current site that the issue is more in depth than you anticipated and they will need to schedule another day to have it resolved.

Question 15

You have several home office visits scheduled for the day. Midway through your appointments you encounter an issue that will take longer to repair than expected and you are already running late for the next appointment. What should you do?

Accepted Answer

A) Tell the current customer you have to go and will call later. 
B) Finish the current job and call the next customer to reschedule for tomorrow; keep the rest of the later appointments. 
C) Finish the current job but immediately call the next customer, explain you will be late, and when you estimate you will arrive. 
D) Tell the current customer you will come back tomorrow and get to the next customer.

Question 16

The morning after a facilities crew cleans a user's office and workstation, the user complains that his eyes are irritated and hands are itchy when working near the computer. How should you respond?

Accepted Answer

A) Call OSHA and report the issue. 
B) Call facilities management. 
C) Try to locate the MSDS for the cleaning supplies. 
D) Instruct the user to wash his hands and report to you any further issues.

Exam 5: Procedures