Exam 2: Operational Procedures

What action is always recommended before making any major changes to a critical system?

How do you show users the error of their ways without creating anger or conflict?

What is the most important thing you should do at the completion of any work?

What is a critical preventive measure to consider in almost every case?

To show that you are dependable, you should always be _______________.

What environmental conditions increase the risk of ESD?

What do antistatic mats and wrist straps use to prevent anti-static charges from racing through devices?

If a user or a technician becomes injured on the job, what should be done?

As a tech, the last step of every troubleshooting job should be to document your findings, _______________, and _______________.

If a theory is not confirmed during troubleshooting, what is the technician's next step?

What is the first step in assertive communication?

What is an important item to a technician that usually contains a Torx wrench, a Phillips-head screwdriver, a pair of plastic tweezers, and a hemostat?

_______________ bags help prevent ESD while parts are stored.

When engaging with a user, explaining a situation clearly and eliciting answers in a non-judgmental and non-accusatory manner are examples of _______________.

The best way to verify _______________ is to have the user do whatever she needs to do on the repaired system for a few minutes while you watch.

While attempting to identify the problem, you should _______________ the user and identify user changes to the computer.

When building out a computer space and cutting drywall, wear a(n) _______________ for breathing protection.

_______________ means to tell the truth and _______________ means to do the right thing.

What information is included in a Work Authorization form?

Who should you contact if you notice dangerous cables or other hazardous materials at a customer site?