1.0 What Does an IT Specialist Do?

Question 2

What is the primary role of an IT specialist?

Answer 2

Frontline problem-solver of IT issues and problems

Question 3

What types of issues might an IT specialist troubleshoot?

Answer 3

Issues with user login credentials, network configuration, hardware setup, and software installation

Question 4

What is an example of a task an IT specialist may perform with new equipment?

Answer 4

Unpack, set up, and configure the system for operations

Question 5

What should an IT specialist do when a new printer is installed?

Answer 5

Install new software and provide training to employees

Question 6

What is one challenge IT specialists face regarding existing systems?

Answer 6

Providing support for system performance and hardware failures

Question 7

What skills are essential for an IT specialist?

Answer 7

Problem-solving, effective communication, organization, and technical acumen

Question 8

What does the troubleshooting process start with?

Answer 8

Identifying the problem

Question 9

What are the three components of a problem in troubleshooting?

Answer 9

Cause, symptoms, and consequences

Question 10

True or False: Resolving the original cause of a problem is more important than addressing its consequences.

Answer 10

False

Question 11

What is the first step in CompTIA’s troubleshooting model?

Answer 11

Identify the problem

Question 12

What should an IT specialist do after establishing a theory of probable cause?

Answer 12

Test the theory to determine the cause

Question 13

Fill in the blank: An IT specialist should document __________, lessons learned, actions, and outcomes.

Answer 13

findings

Question 14

What is a common tool used for tracking reported problems?

Answer 14

Electronic trouble ticket system

Question 15

What is the importance of organization in an IT specialist’s work environment?

Answer 15

To quickly find tools and parts needed to resolve problems

Question 16

What does being a lifelong learner entail for an IT specialist?

Answer 16

Continuously pursuing new opportunities to expand technical knowledge and skills

Question 17

What is a key characteristic of effective troubleshooting?

Answer 17

Detailed knowledge of how systems work and common failure points

Question 18

What should an IT specialist do if they cannot reproduce an intermittent problem?

Answer 18

Check system documentation and consult other technicians

Question 19

What is one method to isolate troubleshooting investigations?

Answer 19

Break the process into categories such as power, hardware, software, and network

Question 20

What is the significance of environmental or infrastructure changes in troubleshooting?

Answer 20

They might instigate new problems or exacerbate existing ones

Question 21

What is the purpose of performing a backup before changing system configuration?

Answer 21

To protect data in case of further issues during troubleshooting

Question 22

What does a successful IT specialist do when developing solutions?

Answer 22

Think outside the box and consider unorthodox solutions

Question 23

Why is it important for an IT specialist to have good communication skills?

Answer 23

To effectively convey ideas and solutions to others in the organization

Question 24

Fill in the blank: Good communication for an IT specialist requires both __________ and written communication.

Answer 24

oral

Question 25

What should an IT specialist do when they develop a new idea?

Answer 25

Communicate it in the most appropriate manner, often through written communication

Question 26

What is the first step in troubleshooting a PC?

Answer 26

Decide whether the problem is hardware or software related

Question 27

Which hardware subsystems should you consider when troubleshooting?

Answer 27

* Hard drive * Power supply * Random access memory

Question 28

What should you do if your theory about the problem is not proven by tests?

Answer 28

Establish a new theory

Question 29

What is a base configuration in troubleshooting?

Answer 29

The minimum needed to run the system

Question 30

When should you consider escalating a problem?

Answer 30

If you cannot solve a problem yourself

Question 31

What are some generic escalation routes?

Answer 31

* Senior technical staff * Subject matter experts (SMEs) * Suppliers and manufacturers * Other support contractors/consultants

Question 32

True or False: Escalating a problem always incurs additional costs.

Answer 32

False

Question 33

What should you document when escalating a problem?

Answer 33

What you have found out or attempted so far

Question 34

What is the process after determining a reliable theory of probable cause?

Answer 34

Determine the next steps to solve the problem

Question 35

What are the three generic approaches to resolving an IT problem?

Answer 35

* Repair * Replace * Workaround

Question 36

What should you assess when determining the best solution?

Answer 36

* Resources * Time * Cost

Question 37

What is an important consideration when applying a software patch?

Answer 37

It might cause other programs not to work

Question 38

What is the role of change and configuration management in troubleshooting?

Answer 38

Helps understand how different systems are interconnected

Question 39

What should you do after making a change to the system?

Answer 39

Test after each change

Question 40

Fill in the blank: If the change does not fix the problem, _______.

Answer 40

reverse it and then try something else

Question 41

What should you ensure when completing troubleshooting steps under instruction?

Answer 41

Properly understand the steps you are being asked to take

Question 42

What types of tests should be conducted after applying a solution?

Answer 42

* Trying to use a component * Inspecting a component * Disabling or uninstalling the component * Consulting logs * Updating software

Question 43

When can you consider a problem closed?

Answer 43

When you have resolved it and got customer acceptance

Question 44

What is a preventive measure in troubleshooting?

Answer 44

Eliminating factors that could cause the problem to reoccur

Question 45

What is the purpose of a ticket system in troubleshooting?

Answer 45

Shows who is responsible for a problem and its status

Question 46

What can be gathered into a Knowledge Base or FAQ?

Answer 46

Troubleshooting steps and solutions

Question 47

What is the value of maintaining a problem log?

Answer 47

Demonstrates support department activity and helps in future troubleshooting

Question 48

What should you remember when completing a problem log?

Answer 48

People other than you may come to rely on it