Deck 5: Procedures

Question 1

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?

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.

Answer 1

Allow the user to say what's on their mind without interrupting.

Question 2

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?

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.

Answer 2

Call your next appointment and tell them you are running behind while fixing another issue and offering to reschedule if they wish.

Question 3

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?

A)Inform the user you will recover their document and have it ready for them in time for the presentation.
B)Ask the user if they have backed up the presentation, and explain to them that they should always back up important documents frequently.
C)Tell the user you will try your best to recover their document but that you cannot make any guarantees.
D)Tell the user you do not work well under pressure and they need to lower their expectations.

Answer 3

Tell the user you will try your best to recover their document but that you cannot make any guarantees.

Question 4

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

A)Using proper computer jargon to fully explain technical issues.
B)Presenting yourself as well groomed and dressing appropriately.
C)Not talking or texting on your mobile phone while working with a user.
D)Avoiding confidential information and asking users to type-in their own passwords.

Question 5

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?

A)Excuse yourself from the user's computer and take the call in another room.
B)Ignore the phone call and return the call later.
C)Take the call using earphones or an earpiece and continue to work on the computer.
D)Ask the user's permission and, if given, take the call. Otherwise, continue working.

Question 6

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?

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.

Question 7

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?

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

Question 8

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

A)Unplug the CRT before opening the case to avoid electrical shock.
B)Unplug the CRT so you don't damage the monitor.
C)Never open a CRT monitor without special equipment and training.
D)Never open a CRT monitor because the CRT tube will shatter.

Question 9

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?

A)Tell the user that explaining issues is not part of your job description.
B)Offer to walk through the steps with him and notify your manager that you will be running late to your next appointment.
C)Show the user a website they can visit once you've left that covers all the steps you've gone through.
D)Explain to the user that it is difficult to work and talk at the same time and ask him to contact your manager about a training class in the future.

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?

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

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.

A)Ask the employee to demonstrate what she does at the computer to generate issues.
B)Have the employee explain the problem in technical language so it is easier for you to understand.
C)Once she explains the problem, restate the problem to ensure you understand the it.
D)Tell her to write all of her actions and results in an email and send it to you for review.

Question 12

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?

A)The CRT monitors contain lead and can't be destroyed or recycled.
B)The monitors may contain lead and he needs to use a licensed recycling company for disposal.
C)The plan is adequate.
D)The monitors must be returned to the manufacturer.

Question 13

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?

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 14

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)Explain to the user that getting mad at you will not solve the problem and ask that they call back once they are emotionally less upset.
B)Apologize profusely for the problem and admit that some technicians are not good enough to solve the issue on the first try.
C)Apologize for the issue and patiently listen to and work with the user to solve their issue.
D)Immediately transfer the user to your supervisor.

Question 15

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?

A)Damp, Lint-free Cloth
B)Compressed Air
C)Mini-Vacuum
D)The technician should gently blow the dusty away.

Question 16

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?

A)After opening, keep one part of your body on the external case while working.
B)Before opening, rub your feet on the carpet.
C)After opening, briefly grip the unpainted metal frame of the PC.
D)There's nothing you can do to minimize the risk.

Question 17

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?

A)Copy the CD to share with colleagues who may find the information useful.
B)Notify your supervisor of the discovery and do not look at the contents of the CD.
C)In a secure location, load the contents of the CD and attempt to identify the owner.
D)Leave the CD where it is and do not touch it.

Question 18

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?

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 19

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?

A)Nothing, just ignore it.
B)Place the data in an encrypted directory on the computer and then tell the customer what you did.
C)Advise the customer this data could be potentially located and copied from his computer, and describe some security measures they should implement.

Question 20

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?

A)Yes, the voltage is very high.
B)No, the voltage is very low.
C)No, an inverter has no electrical circuitry.
D)Yes, always replace it rather than test it.

Question 21

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.

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 22

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?

A)B
B)D
C)A
D)C

Question 23

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?

A)The technician took periodic breaks during the day to use the rest room.
B)The technician showed up with a friend to show him the computer repair business.
C)The technician called his spouse to say he was running late and to pick up the kids.
D)The technician took several lengthy phone calls and texts from friends and family.

Question 24

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?

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 25

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

A)Manage the cables so they don't present an electrical shock hazard.
B)Manage the cables so they don't create a tripping hazard.
C)Manage the cables so they don't create an ESD hazard to the servers.
D)Manage the cables so they are labeled and organized.

Question 26

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?

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 27

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.

A)Just fix what was on the support ticket and wait for another call to repair the other items.
B)Tell the customer you have to charge them for another visit since the other issues were not on the ticket.
C)Explain the situation to the customer and offer a revised repair and replacement estimate.

Question 28

Which of the following factors contributes to ESD?

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

Question 29

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)Lay the system and any components on aluminum foil while performing the upgrade.
B)Frequently touch or keep a hand on the computer chassis throughout the upgrade.
C)Leave the system plugged-in to the wall to provide it with grounding from the houses wiring.
D)There is no way to prevent ESD in this case.

Question 30

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

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

Question 31

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)MSDS
B)OSHA
C)Incident Response Form
D)EPA

Question 32

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

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 33

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.

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 34

What is the proper procedure for fixing a CRT monitor?

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 35

The following are all ESD prevention measures, except:

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 36

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)CRTs are too heavy and should never be carried without assistance.
B)The flat/glassy front of the monitor should be held facing away from the body.
C)The flat/glassy front of the monitor should be held facing the carrier's chest or stomach.
D)CRTs should be carried above the head, leaning on one shoulder.