Safety & Static Electricity
What is electrostatic discharge (ESD)?
Definition: A tiny electric spark that jumps from you to a computer part.
Test Focus: Even a mild static shock can destroy delicate circuits called “sensitive components.”
What is a tool kit used for in computer repair?
Definition: A small set of screwdrivers, spudgers, and other essentials.
Test Focus: Technicians keep one ready for safe component replacement and repair.
What is a motherboard?
Definition: The main circuit board that connects all parts together.
Test Focus: Houses CPU, RAM, expansion slots, and power connectors.
What is professionalism in an IT support environment?
Definition: Being punctual, respectful, and focused.
Test Focus: Linked to customer satisfaction and repeat business.
What is empathy in customer support?
Definition: Understanding and validating customer frustration.
Test Focus: Empathy builds trust and calms difficult situations.
What is an antistatic wrist strap?
Definition: A strap that clips to ground to drain static from your body.
Test Focus: Equalizes electrical potential between you and the PC.
What is a Phillips screwdriver used for when assembling or repairing a computer?
Definition: The plus-shaped driver found in most PC builds.
Test Focus: Use the correct size to avoid damaging screws or boards.
What is RAM?
Definition: Short-term data storage that clears when power is off.
Test Focus: Holds active programs for quick access; classified as volatile memory.
What is a first impression?
Definition: The image you create the moment you begin a job.
Test Focus: Includes appearance, tone, and workspace organization.
What is time management for IT technicians?
Definition: Balancing tasks and deadlines under pressure.
Test Focus: Technicians must prioritize steps and communicate ETAs clearly.
What is grounding?
Definition: Safely connecting equipment to earth to remove built-up charge.
Test Focus: Approved method for preventing ESD events during hardware work.
What is a Torx driver used for in PC maintenance?
Definition: A star-shaped screwdriver often used on drives and laptops.
Test Focus: Recognized as a precision tool that prevents slipping and stripped heads.
What is a power supply unit (PSU)?
Definition: The box that feeds power to every part of a computer.
Test Focus: Converts AC wall power to DC voltages used by components.
What are team roles in a technical project?
Definition: Each person’s clear duty within a task or repair.
Test Focus: Knowing roles prevents duplication and errors.
What is active listening when helping a user?
Definition: Paying attention and reflecting back what was said.
Test Focus: Linked to accurate ticket documentation and customer satisfaction.
What is an antistatic mat?
Definition: A table mat that disperses static electricity.
Test Focus: When paired with a wrist strap, it creates a complete ESD-safe workstation.
What is a spudger?
Definition: A flat plastic pry tool for opening clips and cases.
Test Focus: Preferred non-metal tool to avoid short circuits or scratches.
What is a form factor in computer hardware design?
Definition: Standard sizing that keeps parts compatible.
Test Focus: Common types include ATX and Micro-ATX; determines case fit.
What is documentation in IT support work?
Definition: Writing what was done and what was fixed.
Test Focus: Accurate notes support future troubleshooting.
What is attention to detail?
Definition: Spotting small errors before they cause big problems.
Test Focus: Improves troubleshooting accuracy and exam success.
What is an antistatic bag?
Definition: A metallic-looking bag that blocks static from reaching stored parts.
Test Focus: Protects components during transport or storage.
What does “handle by the edges” mean when working with computer parts?
Definition: Touch parts from the sides, not the metal contacts.
Test Focus: Reduces ESD risk and avoids oil contamination on components.
What is BIOS or UEFI firmware?
Definition: Startup firmware that checks hardware before booting.
Test Focus: Runs POST and loads the operating system.
What is the Power-On Self-Test (POST)?
Definition: Automatic hardware check at startup.
Test Focus: If POST fails, the PC beeps or shows error codes to identify the bad part.
What is ownership in an IT workplace?
Definition: Taking responsibility for work and results.
Test Focus: Appears in operational procedures as a sign of professional growth.