1
At what point during a repair should you escalate a problem?
When you have tried all your theories and still can’t resolve the problem
When is it appropriate to yell at a user?
Never
What is the last step in the troubleshooting process?
Documenting
How many students are in the class?
17
What is the 1st step in troubleshooting?
What is a class expectation?
No cell phones
No horse playing
Work in groups no larger than 2
be respectful equipment, each other and teacher
dont go into closets with out permission
What should you do when you are all done with your work?
Work on a self driven project
What term describes the flow of a static electrical charge from a person to the inside of the PC?
ESD
You are solving a problem on Kate’s computer that requires you to reboot several times. Upon each reboot, the logon screen appears and prompts you for a username and password before you can continue working. Kate has gone to another office to continue her work on another computer. How do you proceed?
Have Kate temporarily change her password for you to use as you work; then have her change it back when you are through.
Where do cell phones go?
Locker
You have been working all afternoon on a user’s workstation and you have finally fixed the user’s problem. What should you do next?
Invite the user to sit down and use the computer to make sure the problem is completely resolved from the user’s perspective.
While fixing a printing problem on Paul’s computer, you check his e-mail out of curiosity to see if there are any interesting messages there. You find several personal e-mails he has sent. Using the company computer for personal e-mail is against regulations, so what should you do?
You shouldn’t be looking in his e-mail folders at all as it compromises your integrity.
Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or set of questions to begin troubleshooting the problem?
When you say “dead,” what do you mean? What happens when you press the power button?
Should you wear pj pants to work?
NO
You are working in a customer’s home and his five-year-old child continues to scream and kick the back of your chair. What do you do?
Politely ask your client to remove the child from your work area.
Which of the following tools would you find in a typical PC tech’s toolkit? (Choose two.)
A-Phillips-head screwdriver
B-Torx wrench
C-Hammer
D-Metal file
A-Phillips-head screwdriver
B-Torx wrench
What’s the best practice when working inside a system unit removing and installing components?
Wear an antistatic wrist strap.
While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question? (Select two.)
A. Is the computer turned on?
B. Is the monitor turned on?
C. Did you reboot?
D. What did you do?
A. Is the computer turned on?
B. Is the monitor turned on?
When troubleshooting a software problem on Phoebe’s computer and listening to her describe the problem, you get a text message on your phone. It’s your boss. What would be an acceptable action for you to take?
Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.
While manning the help desk, you get a call from Bryce in sales complaining that he can’t print and every time he clicks on the shared network drive, his computer stops and freezes. He says he thinks it’s his hard driver. What would be a good follow-up question or statement?
Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the shared network drive, right?
While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for the problem. At what point should you interrupt him?
Never
What is a way to contact Ms. McGraw if you are not making it to class
Canvas
After replacing a keyboard a user has spilled coffee on for the fifth time, what should you say to the user?
I can’t guarantee the new keyboard will work if it gets dirty.
What is Ms. McGraw email address?
amcgraw@boces.com