Quiz on Chapter 14: The IT Professional

What is emphasized as a critical part of IT work?

• Technical skills

• Good communication skills

• Time management

• Networking skills

What should students understand about professional behavior?

• It is optional in IT work

• It is only important for managers

• It is crucial when working with customers

• It is not relevant to technical tasks

What is the relationship between communication skills and troubleshooting?

• They are unrelated

• Good communication helps gather information

• Communication is only needed for documentation

• Troubleshooting does not require communication

What should technicians avoid when communicating with customers?

• Summarizing customer issues

• Using technical jargon

• Listening actively

• Asking open-ended questions

What is a key component of a disaster recovery plan?

• Customer feedback

• Software installation

• Network design recovery strategy

• Employee training

What does PII stand for?

• Public Information Index

• Private Internal Information

• Personal Identifiable Information

• Personal Information Index

Which of the following is an example of PHI?

• Home address

• Patient medical records

• Social security number

• Email address

What is the purpose of documentation in IT?

• To confuse users

• To standardize procedures

• To limit access to information

• To increase workload

What is the role of a Level One Technician in a call center?

• To handle escalated issues

• To answer incoming calls

• To train new employees

• To manage the call center

What is a common complaint from employers regarding technicians?

• They take too long to resolve issues

• They document too much

• They do not write in complete sentences

• They are too friendly