Technical Support Quiz

What is a reason to escalate a problem from a level one technician to a level two technician?

• when a peripheral device needs to be replaced

• when the screen resolution of a customer PC needs to be adjusted

• when drivers, applications, or operating systems need to be installed

• when the equipment needs to be rebooted

A programmer used an operator to compare values within a program and the resulting logical data type was “false”. Which test condition would have provided the result of “false”?

• 4 >= 1

• 8 != 8

• 3 == 3

• 6 <= 6

What should a level two technician do immediately after receiving an escalated work order from a level one technician?

• Send the work order to a level three technician and ask for support.

• Call the level one technician and ask questions about the problem.

• Document suggestions to solve the problem in the work order and return it to the level one technician.

• Call the customer back to ask any additional questions and resolve the problem.

A worker in the records department of a hospital in the United States accidentally sends a patient’s medical record to a printer in another department. When the worker arrives at the printer, the patient record printout is missing. Which two types of compliance standards best match the breach of confidentiality? (Choose two.)

• PHI

• ePHI

• PII

• DRM

• GDPR

A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

• Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.

• Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.

• Ask the customer what the problem is and then introduce yourself.

• Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.

What is the definition of cyber law?

• the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices

• a contract that defines expectations between an organization and IT service vendors for an agreed upon level of support

• a single law defining criminal acts that are committed online

• the collection of international, country, and local laws that affect computer security professionals

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

• Put the customer on hold until a supervisor is available.

• Verify that the computer is working properly now.

• Explain that the repair technician sent to perform the service is inexperienced.

• Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

Which change management process component is concerned with the cost and resources necessary for implementation?

• identification

• approval

• assessment

• implementation

What is a characteristic of the open source license of an application software?

• It allows users to modify and share the source code.

• It requires registration instead of purchasing.

• It does not require purchase in order to use the software.

• It requires acknowledged completion of a professional training course prior to use.

• It cannot be used for campus-wide deployment.

Which is true regarding the treatment of customer property?

• Data left on a customer’s PC is not property because it is visible to others.

• Customer property is limited to hardware.

• A customer’s phone list is customer property and must be kept private.

• A technician does not have to care about copies of customer files because it is not the original.