IT Vocab PC 2

Question 1

Electrical interference from one device to another, resulting in poor performance of that device being interfered with

Answer 1

Electromagnetic interference

Question 2

A mask designed to keep users from inhaling particulate matter, as when cutting drywall

Answer 2

Air filter mask

Question 3

Four parts of a computer’s operation: input, processing, output, and storage

Answer 3

Computing process

Question 4

Communication strategy designed to help techs understand a user’s problems better. Works by listening to a user’s description of a problem and then asking cogent questions

Answer 4

Eliciting answers

Question 5

The process used when a person assigned to repair a problem is not able to get the job done, such as sending the problem to someone with more expertise

Answer 5

escalate

Question 6

Means of communication that is not pushy or bossy but is also not soft. Useful in dealing with upset customers as it both defuses their anger and gives them confidence that you know what you’re doing

Answer 6

assertive communication

Question 7

The amount of electrical energy stored in an object

Answer 7

potential

Question 8

Bag made of antistatic plastic into which electronics are placed for temporary or long-term storage

Answer 8

Antistatic bag

Question 9

Most companies require a signed ___________________ to perform work

Answer 9

Work authorization

Question 10

after you test a theory to determine cause, you should establish a(n) __________ to resolve the problem and implement a solution

Answer 10

plan of action

Question 11

Golden rule: do unto others as you would have them do unto you

Answer 11

Ethic of Reciprocity

Question 12

Making sure that a problem has been resolved and will not return

Answer 12

verify

Question 13

to question the user and find out what has been changed recently or is no longer working properly. Steps 1-6 in the CompTIA troubleshooting theory

Answer 13

identify the problem

Question 14

The special surface on which to lay electronics

Answer 14

Antistatic mat

Question 15

The best way to verify ____________ is to have the user do whatever she needs to do on the repaired system for a few minutes while you watch

Answer 15

full system functionality

Question 16

Key used to verify a user’s identity on a secure computer, device or network

Answer 16

password

Question 17

Attempt to resolve the issue by either confirming the theory and learning what needs to be done to fix the problem or by not confirming the theory and forming a new plan of action

Answer 17

Test the theory

Question 18

Special device worn around the wrist with a grounding connection designed to equalize electrical potential between a technician and an electronic device

Answer 18

Antistatic wrist strap

Question 19

Steps a technician uses to solve a problem. CompTIA A+ defines six steps: identify the problem, establish a theory of probable cause, test the theory, establish a plan of action, verify full system functionality, and document

Answer 19

Troubleshooting theory

Question 20

Part of respectful communication involving listening and taking notes without interrupting

Answer 20

actively listen

Question 21

Uncontrolled rush of electrons from one object to another

Answer 21

electrostatic discharge (ESD)

Question 22

A less-than-ideal method for ridding yourself of static electricity by touching a metal object such as the computer case

Answer 22

self-grounding

Question 23

telling the truth–a very important thing for a tech to do

Answer 23

Honesty

Question 24

How all techs should treat their customers

Answer 24

respect

Question 25

The part of the electromagnetic spectrum used for radio communication

Answer 25

Radio frequency

Question 26

Always doing the right thing

Answer 26

integrity