Which of the following tools would you find in a typical PC tech’s toolkit?

• Phillips-head screwdriver

• Torx wrench

• Hammer

• File

What’s the best practice when working inside a system unit removing and installing components?

• Touch a doorknob to ground yourself before going into the case.

• Place components on the motherboard to keep them grounded.

• Use plastic tools.

• Wear an antistatic wrist strap.

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?

• Delete the e-mails from the computer and notify your boss.

• You shouldn’t be looking in his e-mail folders at all as it compromises your integrity.

• Leave the e-mails on the computer and notify your boss.

• Delete the e-mails from the computer and remind Paul of the workplace regulations.

What term describes the flow of a static electrical charge from a person to the inside of the PC?

• HDMI

• ESD

• TTFN

• EMI

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?

• First, it’s not a hard driver; it’s a hard drive. It doesn’t have anything to do with the shared network drive or printing, so that’s just not right.

• Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes.

• When could you last print?

• 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?

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?

• What did you do?

• When you say “dead,” what do you mean? What happens when you press the power button?

• When did the computer last work?

• Did the computer ever work?

When is it appropriate to yell at a user?

• When he screws up the second time.

• Never.

• When he interrupts your troubleshooting.

• When he screws up the fifth time.

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.

• Call Kate, ask her for her password, type it in, and continue working on the problem.

• Insist that Kate stay with you and have her type the password each time it is needed.

• Call Kate and have her come in to type the password each time it is needed.

At what point during a repair should you escalate the problem?

• When you have tried all your theories and still can’t resolve the problem

• After the user describes the first problem

• As soon as you have a solution

• As soon as you understand the problem

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?

• Pick up Phoebe’s phone and dial your boss’s number.

• Wait until Phoebe finishes her description and then ask to use her phone to call your boss.

• Excuse yourself, walk out of the cube, and text your boss.

• 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.