Unit 5 Hardware, Troubleshooting

Working as an Information Technology Professional, you get a call from a distraught user that the user has a blank screen. What would be a useful follow-up question? (Select two)

• Is the computer turned on?

• Did you install some evil program?

• Did you reboot?

• Is the monitor turned on?

What tool should be in every technician’s toolkit?

• Pliers

• Hammer

• Straight-slot screwdriver

• Philips-Head screwdriver

When is it appropriate to accuse the user for the computer error?

• When the user messed up the second time.

• When a user interrupts your troubleshooting.

• When the user messed up the fifth time.

• Never

Working on a user's computer to install software and hardware updates that require reboots of the computer is a process that takes a lot of time. What should you do about the password to the user’s account?

• Request the user to sit with you throughout the process so user can type the password for you to use.

• Ask the user to write the password down for you to use.

• Ask the user to change the password temporarily for you to use.

• Call your supervisor.

After completing the troubleshooting on the user's computer, which of the following is the best practice?

• Follow-up with a call on the user within a couple of days to make sure everything is working properly with the repaired computer.

• Make copies of any passwords you used at the site for future reference.

• Document any particularly important people you met for future reference.

• Do nothing. Your job is done.

After successfully repairing the user’s computer, what should you do?

• Do nothing; your job is done.

• Admonish the user for causing so much work for the IT department.

• Document your findings.

• Lock the admin user account so general users can’t repeat the same problem again.

What should you do once you have ascertained the computer’s problem and backed up the critical data?

• Establish a theory of probable cause.

• Start fixing the machine.

• Question the users more to find out how they caused the problem.

• Document