IT Essentials 7.0 Chapter 4.2.1

When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?

• Event Viewer

• Device Manager

• the BIOS

• vendor diagnostic tools vendor diagnostic tools

During what step in the troubleshooting process does the technician demonstrate to the customer how the solution corrected the problem?

• Verify full system functionality.

• Establish a plan of action to resolve the problem.

• Document the findings, actions, and outcomes.

• Establish a theory of probable cause.

If a technician is unable to create a backup of data on a customer computer, what three pieces of information should the technician include on the liability release form signed by the customer before beginning work? (Choose three.)

• a description of the problem

• the steps required to resolve the problem

• permission to work on the computer without a current backup available

• a release from liability if data is lost or corrupted

• a description of the work to be performed

What should a technician do before beginning any troubleshooting steps on a customer computer?

• Perform a data backup.

• Document the findings.

• Identify the problem.

• Establish a plan of action. Establish a plan of action.

After consulting the manufacturer manuals, a technician applies a series of recommended solutions that resolve a problem with a workstation computer. What is the next step in the troubleshooting process that the technician should perform?

• Verify the solution and confirm full system functionality.

• Document the findings, actions, and outcomes.

• Test the theory of probable cause.

• Determine the next steps to resolve the problem. Determine the next steps to resolve the problem.

A customer asks for a solution to a printer problem that is beyond the knowledge level of the technician. What should the technician do?

• Try to fix the problem anyway.

• Tell the customer to call the printer manufacturer to fix the problem.

• Gather as much informatio​n as possible and escalate the problem.

• Ask the customer to call again when another technician can provide a solution to the problem.

A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

• everything that was done to try to solve the problem

• only the solution, because this solved the problem

• only the failed attempts, so that future technicians will know what not to try

• a description of the problem and solution

A specific computer has an issue that could not be resolved by the help desk technician. The on-site technician finds that Windows updates have been disabled. The technician re-enables the update service, configures the computer for automatic updates, downloads and installs all missing updates, ensures the computer boots successfully, and verifies with the customer that the issue has been resolved. Which step, if any, is next?

• Document the findings, actions, and outcomes.

• No further action is needed.

• Establish a plan of action to resolve the problem and implement the solution.

• Verify full system functionality and, if applicable, implement preventive measures.

• Test the theory to determine the cause.

A helpdesk technician takes a call, "Good morning, this is the helpdesk. My name is Greg. How may I help you today?" The frantic caller states, "My computer will not turn on and I have a presentation in 15 minutes." The technician responds, "Now calm down and let us see what we can do." The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?

• Identify the problem.

• Establish a theory of probable cause.

• Establish a plan of action to resolve the problem.

• Verify full system functionality and, if applicable, implement preventive measures.

• Implement a solution.

What is the purpose of documenting the information that is obtained from the customer in the work order?

• to keep track of parts that are ordered

• to use the information for marketing purposes

• to use the information to aid in solving the problem

• to create a centralized database of possible problems