Chapter 11: Understanding Operational Procedures

Question 1

A computer is experiencing random reboots and phantom problems that disappear after
reboot.

What should you do?

A. Replace the motherboard.
B. Boot clean.
C. Replace the power supply.
D. Open the cover, clean the inside of the computer, and reseat all cards and chips.

Answer 1

D.

When a computer is experiencing random reboots and phantom problems that disappear
after reboot, you should open the cover, clean everything (if it’s dirty), and reseat
all cards and chips.

Some components could have gunk on them that carries an electrical charge or could have experienced “chip creep,” where they slowly work themselves out of their sockets.

Question 2

Which of the following is used to properly discharge voltage from an unplugged computer
monitor?

A. Antistatic wrist strap
B. Screwdriver
C. High-voltage probe
D. Power cord

Answer 2

C.

A high-voltage probe is designed to release the electricity from high-voltage components,
which are found in the back of CRT computer monitors.

Wearing an antistatic wrist strap when working on a computer monitor can cause the stored-up electric current to be released through your body, which could result in serious injury or death!

Question 3

Which of the following must contain information about a chemical solvent’s emergency
cleanup procedures?

A. OSHA
B. MSDS
C. Product label
D. CRT

Answer 3

B.

The Material Safety Data Sheet (MSDS) contains information about chemical properties,
including what to do if an accident occurs.

Question 4

You are purchasing, for home use, an inkjet printer cartridge that you know has an MSDS.

How do you obtain the MSDS for this product?

A. The store is required to give you one at the time of purchase.
B. It’s contained in the packaging of the printer cartridge.
C. You are not legally allowed to have an MSDS for this product.
D. Visit the website of the printer cartridge manufacturer.

Answer 4

D.

Companies are not legally required to provide MSDSs to consumers.

However, most will if you ask.

The best place to look is the manufacturer’s website.

Question 5

In the interest of a safe work environment, which of the following should you report?
(Choose two.)

A. An accident
B. A near-accident
C. Dirt on the floor inside a building
D. Rain forecasted for a work day

Answer 5

A, B.

Accidents and near-accidents should always be reported.

Dirt isn’t usually a safety issue.

Rain could be, but hopefully that doesn’t affect the inside of your building.

Question 6

What is the approximate minimum level of static charge for humans to feel a shock?

A. 300 volts
B. 3,000 volts
C. 30,000 volts
D. 300,000 volts

Answer 6

B.

Most people can feel an electric shock at about 3,000 volts.

However, computer equipment can be damaged with as little as 100 volts.

Question 7

Which of the following measures can be implemented to reduce the risk of ESD? (Choose two.)

A. Antistatic wrist strap
B. Antistatic bag
C. Antistatic hair net
D. Shuffling your feet

Answer 7

A, B.

Antistatic wrist straps, bags (for parts), and floor mats can all help reduce the risk of
ESD.

There are no antistatic hair nets (but if you have long hair, it’s best to tie it back so it
doesn’t contact the computer parts).

Shuffling your feet on the floor will actually increase the risk of ESD.

Question 8

Which of the following are OSHA requirements for a safe work environment that must be
followed by employers? (Choose two.)

A. Attend yearly OSHA safe work environment seminars.
B. Provide properly maintained tools and equipment.
C. Have an OSHA employee stationed within 5 miles of the facility.
D. Display an OSHA poster in a prominent location.

Answer 8

B, D.

Private sector employers are required by OSHA to maintain a safe work environment.

This includes maintaining tools and equipment, keeping records of accidents, and displaying a safety information poster.

Question 9

What is the proper way to dispose of a broken CRT monitor?

A. Take it to a computer recycling center.
B. Discharge it with a high-volt probe and throw it away.
C. Remove the glass screen and throw it away.
D. Cut off the power cord and throw the monitor away.

Answer 9

A.

Monitors should be recycled after the end of their useful life.

They contain many harmful elements, including lead, that can cause environmental problems.

Question 10

When moving computer equipment, which of the following are good procedures to follow? (Choose two.)

A. Lift by bending over at the waist.
B. Carry monitors with the glass face away from your body.
C. Use a cart for heavy objects.
D. Ensure that there are no safety hazards in your path.

Answer 10

C, D.

You should always lift with your legs, not your back.

This means bending at the knees and not the waist.

Monitors should be carried with the glass face toward your body.

Using carts for heavy objects is a good idea, as is ensuring that your path is free of safety
hazards, such as trip hazards.

Question 11

You have four AA alkaline batteries that you just removed from a remote-control device.

What is the recommended way to dispose of these batteries?

A. Throw them in the trash.
B. Incinerate them.
C. Take them to a recycling center.
D. Flush them down the toilet.

Answer 11

C.

Alkaline batteries should always be recycled.

Throwing them in the trash means they’ll end up in a landfill where they can contaminate the environment.

Burning batteries is always a bad idea because they will explode.

Question 12

You have discovered prohibited material on a user’s laptop computer.

What two things should you do first? (Choose two.)

A. Destroy the prohibited material.
B. Confiscate and preserve the prohibited material.
C. Confront the user about the material.
D. Report the prohibited material through the proper channels.

Answer 12

B, D.

If you encounter prohibited material, you should confiscate and preserve the material
and report it through the correct channels.

Confronting the issue directly with the user before you have established a proper case could cause problems.

Question 13

While working on a user’s system, you discover a sticky note attached to the bottom of the keyboard that has their username and password written on it.

The user is not around, and you need to verify that the network connection is working. What should you do?

A. Log in, verify access, and log out.
B. Log in and stay logged in when you are finished.
C. Page the user.
D. Log in and change the user’s password.

Answer 13

C.

You should page the user and let them know they need to verify access.

You also should tell them that you saw the sticky note and highly recommend that they change their password and not write it down.

Logging in to the system using the information you found would be violating the privacy of that user and should not be done.

Further, logging in with someone else’s information makes you a potential scapegoat for any data that is corrupted or missing until the user changes the password.

Question 14

You promised a customer that you would be out to service their problem before the end of the day but have been tied up at another site.

As it now becomes apparent that you will not be able to make it, what should you do?

A. Arrive first thing in the morning.
B. Wait until after hours and then leave a message that you were there.
C. Call the customer and inform them of the situation.
D. Send an e‑mail letting them know you will be late.

Answer 14

C.

While calling and sending e‑mail are both solutions to this situation, calling the customer
provides an immediate means of communication that you know will get there.

Inform the customer of the situation and offer to be out the first opportunity you can,
which will hopefully be first thing in the morning.

Question 15

A customer is trying to explain a problem with their system.

Unfortunately, the customer has such a thick accent that you are unable to understand what the problem is.

What should you do?

A. Just start working on the system and looking for obvious errors.
B. Call your supervisor.
C. Ask that another technician be sent in your place.
D. Apologize and find another user or manager who can help you translate.

Answer 15

D.

While there is no perfect solution to problems of this type, the best solution is to find
someone else who can mediate and help you understand the problem.

Question 16

You have been trying to troubleshoot a user’s system all day when it suddenly becomes clear that the data is irretrievably lost.

Upon informing the customer of this, he becomes so angry that he shoves you against a wall. What should you do?

A. Shove the user back, only a little harder than he shoved you.
B. Shove the user back, only a little easier than he shoved you.
C. Try to calm the user down, and leave the site if you cannot.
D. Yell for everyone in the area to come quickly.

Answer 16

C.

Physical abuse violates respect and should be avoided at all costs.

You should try to calm the user down.

If you cannot do this, you should leave the site immediately and not
return until it is safe to do so.

You may also want to report the incident to your management so that they’re aware of the situation.

Question 17

A customer tells you that the last technician who was there spent three hours on the phone making personal calls.

What should you do with this information?

A. Nothing.
B. Inform your manager.
C. Talk to the technician personally.
D. Ask the customer to prove it.

Answer 17

B.

The customer is expressing a concern that she was not shown respect by a technician
from your company.

You should apologize and make your manager aware of the situation or concern.

Unless you are a supervisor, which is not implied in the question, you should
not personally talk to the technician about the issue.

Question 18

You arrive at the site of a failed server to find the vice president nervously pacing and worrying about lost data.

What should you do?

A. Offer a joke to lighten things up.
B. Downplay the situation and tell him that customers lose data every day.
C. Keep your head down and keep looking at manuals to let him know you are serious.
D. Inform him that you’ve dealt with similar situations and will let him know what needs
to be done as soon as possible.

Answer 18

D.

You should always act with confidence and in a way similar to how you would want to
be treated if you were in the customer’s situation.

Ignoring, downplaying, and joking about the vice president’s obvious concern are very poor choices.

Question 19

You’re temporarily filling in on phone support when a caller tells you that he is sick and
tired of being bounced from one hold queue to another.

He wants his problem fixed, and he wants it fixed now.

What should you do?

A. Inform him up front that you are only filling in temporarily and won’t be of much help.
B. Transfer him to another technician who handles phone calls more often.
C. Try to solve his problem without putting him on hold or transferring him elsewhere.
D. Suggest that he call back at another time when you are not there.

Answer 19

C.

The best solution is to meet the customer’s needs and solve his problem.

If that means you have to summon additional help or resources, you should do so.

Question 20

At the end of the day, you finish a job only to find the user you were doing it for had to
leave.

What should you do? (Choose two.)

A. Clean up and leave no evidence that you were there.
B. Leave a note for the user detailing what was done and how to contact you.
C. Notify the user’s manager and your own that you have finished.
D. Put the system back to its original state.

Answer 20

B, C.

You should leave a note for the user explaining what you did and include your contact
information.

You should also notify your manager and the user’s manager that you have completed your task.