[ I. A+ Study ] Safethy & Professionalism

Problem Solving Methodology:

1. Information gathering
2. Establish a theory
3. Test the theory
4. Establish a plan of action
5. Verify
6. Document

Practice Test

1. Which of the following would be most appropriate for the workplace? (Select Two)
   A. Clean, pressed khacki trousers
   B. Clean, wrinkle-free T-shirt
   C. Clean, wrinkle-free polo shirt
   D. Clean, pressed jeans

2. While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question? (Select two)
   A. Is the computer turned on?
   B. Is the monitor turned on?
   C. Did you reboot?
   D. What did you do?

3. At the very least, what tool should be in every technicians toolkit?
   A. Pliers
   B. Hammer
   C. Straight-slot screwdriver
   D. Phillips-head screwdriver

4. When is it appropriate to yell at a user?
   A. When he screws up the second time.
   B. When he interrupts your troubleshooting.
   C. When he screws up the fifth time.
   D. Never

5. When troubleshooting a software problem on Pheobe’s computer and listening to her describe the problem, you get a text from your boss. Which of the following is the most appropriate action for you to take?
   A. Excuse yourself, walk out of the cubicle and text your boss.
   B. Pick up Pheobe’s phone and dial your boss’s number
   C. Wait until Pheobe finishes her description and then ask to use her phone to call your boss.
   D. Wait until Pheobe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.

6. You are at a customers workstation to install several software and hardware updates, a process that will take a while and require several reboots to the computer. What should you do about the password to the users account?
   A. Require the customer to sit with you throughout the process so she can type in her password each tie.
   B. Ask the user to write down her password for you to use.
   C. Ask the uer to changer her password temporarily for you to use
   D. Call the supervisor.

7. Which of the following is a good practice after completing a troubleshooting call at someones office?
   A. Follow up with a call within a couple of days to make sure everything is going well with the fixed computer.
   B. Make copies of any passwords you used at the site for future reverence.
   C. Document any particularly important people you met for future reference.
   D. Do nothing. Your work is finished there.

8. Which tool helps you to avoid accidental static discharge by keeping you at the same electrical potential as the computer on which you’re working?
   A. Anti-static spray.
   B. Anti-static bag.
   C. ESD wrist strap.
   D. Phillips-head screwdriver.

9. Once you have ascertained the computers problem and backed up the critical data, what should you do?
   A. Establish a theory of probable cause.
   B. Start fixing the machine.
   C. Question the users more to find out how they caused the problem.
   D. Document.

10. What should you do after successfully repairing a machine?
    A. Do nothing; your job is done.
    B. Admonish the user for causing so much work for the IT department.
    C. Document your findings.
    D. Lock it down so the user cant caus the same problem again.

Score: 10/10 (100%)

Notes: I don’t see anything wrong with clean jeans and a t-shirt