Protection and Safety Part One
Which of the following are safe methods of lifting heavy objects? (Select TWO.)
a. Pull up with your arms.
b. Lift with your legs.
c. Bend at the waist.
d. Bend your knees with your back straight.
b. Lift with your legs.
d. Bend your knees with your back straight.
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation?
a. Tell the user that they will need to find someone else to take care of their problem.
b. Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
b. Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
A Help Desk technician receives a call from a user who is unable to download new messages from the company's email server. The technician tells the user to open a command prompt, ping the email server, and check the SMTP and POP3 server IP addresses. Which of the following mistakes did the technician make?
a. The technician used jargon that the user probably didn't understand.
b. The technician did not have the user check the workstation's IP address first.
a. The technician used jargon that the user probably didn't understand.
A Help Desk technician receives a call from a user who is unable to download new messages from the company's email server. The technician tells the user to open a command prompt, ping the email server, and check the SMTP and POP3 server IP addresses. Which of the following mistakes did the technician make?
a. The technician used jargon that the user probably didn't understand.
b. The technician did not have the user check the workstation's IP address first.
a. The technician used jargon that the user probably didn't understand.
As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. Which of the following is the BEST way to address the situation?
a. Explain the problem with abbreviations for well-known components to convey information quickly.
b. Tactfully explain the problem without accusing or judging the customer.
b. Tactfully explain the problem without accusing or judging the customer.
As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing. "Which of the following professionalism principles is the technician failing to follow?
a. Avoid being judgmental
b. Avoid dismissing customer problems
b. Avoid dismissing customer problems
You are a PC technician for a company. An employee needs you to install some software on his computer over his lunch break. When you log on to the computer, you notice the employee's desktop has so many shortcuts and files that you can hardly see the desktop background. Which of the following actions should you take?
a. Install the software and leave the employee's computer exactly how you found it.
b. Move the shortcuts into a single folder, and then look at each file and organize them into folders based on their contents.
a. Install the software and leave the employee's computer exactly how you found it.
A user calls her organization's help desk to request help connecting to a network server. The Help Desk technician visits her desk to resolve the issue. Once there, the technician uses the user's telephone to call his girlfriend. Even though the technician solves the problem, the call lasts the entire time the technician is at the user's desk. Which of the following mistakes did the technician make?
a. The technician should have used a remote assist application instead of visiting her desk.
b. The technician should not have used the user's telephone for a personal call.
b. The technician should not have used the user's telephone for a personal call.
Of the following choices, which action could be most physically harmful to you?
a. Looking into the end of a fiber optic cable.
b. Force-ejecting a stuck DVD disc using a straightened paper clip.
a. Looking into the end of a fiber optic cable.
Your U.S.-based company has recently purchased an old office building where employees are being assigned to work. As you are setting up the employees' desktop computers, you come to one location where the nearest wall outlet has only two prongs. All of the metal-enclosed desktop computers have three-prong cords. Which of the following is the BEST way to proceed with that particular desktop computer?
a. Purchase an adapter that converts the three-prong cable to two prongs.
b. Find a different outlet that uses three prongs.
b. Find a different outlet that uses three prongs.
Timothy works in the graphic arts departments and has received approval to upgrade his video card. The card has arrived, and you are ready to begin the upgrade. To ensure your personal safety, which of the following should you do FIRST?
a. Disconnect power.
b. Remove jewelry.
a. Disconnect power.
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation?
a. Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.
b. Ignore the phone and let it continue ringing until the caller reaches your voicemail.
a. Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.
A PC technician knows he will be late to an appointment with a customer. Which of the following actions should the technician take? (Select TWO).
a. Blame your tardiness on heavy traffic.
b. Contact the customer and apologize.
c. Explain why you are late.
d. Give a realistic timeframe for your arrival.
b. Contact the customer and apologize.
d. Give a realistic timeframe for your arrival.
Which type of fire extinguisher should be used for an electrical fire?
a. Class D
b. Class C
b. Class C
What is the purpose of an MSDS (Material Safety Data Sheets)?
a. To monitor the potential for electrostatic discharge.
b. To document how to safely handle and dispose of hazardous materials.
b. To document how to safely handle and dispose of hazardous materials.
To improve the safety of your location and to comply with regulations regarding work environments with hazardous materials, you have been assigned to assemble Material Safety Data Sheets (MSDS) for all chemicals used in your shop. How should you obtain these documents?
a. Download them from the chemical manufacturer's websites.
b. Get them from your local workers' safety insurance office.
a. Download them from the chemical manufacturer's websites.
An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond?
a. Tell the employee that the best option is for her to purchase new RAM for the computer and bring it to work.
b. Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.
b. Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.
You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take?
a. Ignore the paper and tell no one of its contents.
b. Tell your friend about the report you saw and whose desk it was on.
a. Ignore the paper and tell no one of its contents.
Your company has a plan in place to upgrade each employee's laptop computer to a newer model every three years. As a result, you often have old laptop batteries. Unless otherwise dictated by your local authorities, which of the following is the BEST way to deal with these types of batteries?
a. They must be recycled
b. They can be recharged.
b. They can be recharged.
You work for a store that sells and repairs computers. Due to the room's layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently. Which of the following would BEST protect you from static electricity buildup?
a. ESD mat
b. ESD wrist strap
b. ESD wrist strap
The fan in a 450-Watt power supply is malfunctioning. What action should you take?
a. Remove and replace the power supply.
b. Open the power supply and oil the fan
a. Remove and replace the power supply.
As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing. "Which of the following professionalism principles is the technician failing to follow?
a. Avoid being judgmental
b. Avoid dismissing customer problems
b. Avoid dismissing customer problems
As you troubleshoot a problem during a customer appointment, you discover the problem is directly related to the customer's actions. Which of the following is the BEST way to address the situation?
a. Explain the problem with abbreviations for well-known components to convey information quickly.
b. Tactfully explain the problem without accusing or judging the customer.
b. Tactfully explain the problem without accusing or judging the customer.