Tech Troubles
This is the first thing you should ask when a user reports “no internet.”
"Is the device connected to Wi-Fi or Ethernet?"
CCRI’s main campus in Warwick is called?
What is the Knight Campus?
What should you do if you receive a suspicious email?
Report it as phishing
Always greet the user with this when answering a call or message.
"Hello, this is [Name] from IT Help Desk. How can I help you?"
What does “IT” stand for?
Information Technology
What’s the keyboard shortcut for Task Manager in Windows?
Ctrl + Shift + Esc
What ticketing system do we use for IT support?
What is TeamDynamix (TDX)?
This authentication method uses a second factor like a phone app.
What is MFA (Multifactor Authentication)?
This phrase can calm down a frustrated user.
"I understand how frustrating this must be."
This tech giant makes Windows operating systems.
What is Microsoft?
This command checks the device’s IP configuration.
What is ipconfig?
This department handles Banner access requests.
What is Information Technology?
You should never click on these in emails from unknown senders.
What are links or attachments?
When resolving a ticket, you should always do this before closing it.
Confirm the issue is resolved with the user
How many digits are in a CCRI ID number?
8 digits
A user reports a frozen computer. What is a safe first step?
Try Ctrl + Alt + Delete
CCRI’s mascot is the...
What is the Knight?
This kind of malware encrypts files and demands payment.
What is ransomware?
Avoid using this kind of language in tickets or emails.
Slang, sarcasm, or overly technical jargon
If a user forgets their password, what’s the first thing they should do?
Use the RAVE or Authenticator password reset tool
What is the difference between RAM and hard drive space?
RAM is temporary memory used by running programs; the hard drive stores data long-term.
What is the official CCRI email domain for students?
What is @my.ccri.edu?
Name one secure way to store passwords.
Password manager (like Bitwarden, LastPass)
Good documentation should include these 3 things.
Problem, steps taken, resolution
This "blue screen" indicates a major crash in Windows.
What is the Blue Screen of Death (BSOD)?