FBLA - Technology Support & Services

Service-level agreement (SLA)

The expected response and resolution times for service requests

Tier 2 support

Resolves advanced problems requiring specialized knowledge

Active listening

Demonstrating understanding by paraphrasing what the customer says

Basic troubleshooting process

Identify problem, establish theory, test, implement solution, verify, document

Root cause

The underlying reason for the problem

Network connectivity issues tool

Ping command

Prioritizing help desk tickets

Based on urgency and impact

Customer rapport building

Maintain professionalism, empathy, and clarity

Troubleshooting step after ISP confirmation

Check the user's local device and connection

Handling customer interruptions

Listen patiently and address concerns before continuing

Technician's follow-up approach

Explain the next steps and expected timeline

Technician's response to client frustration

Acknowledge the frustration and apologize

Preventive maintenance example

Installing a security patch to solve a recurring issue

Help desk primary role

Providing technical assistance and problem resolution

Basic issue handling

Handles basic issues like password resets

Technical jargon in support

Use complex jargon to appear knowledgeable

Documenting troubleshooting

Document, identify problem, implement solution, verify

Client upset about outages

Provide a detailed technical report immediately

Customer service approach

End the call and reschedule

Technical assistance training

Training employees in accounting software

Monitoring employee work hours

Monitoring employee work hours

Network server restart

Restart the network server

Replacing printer's ink cartridge

Replace the printer's ink cartridge

Ordering a new printer

Order a new printer

Faulty monitor cable connection

Most likely cause of a computer that powers on but displays nothing.

Power supply unit (PSU)

Device that converts AC power to DC for a computer.

Cleaning the cooling fans and vents

Most likely fix for a laptop overheating problem.

Hard drive or SSD

Hardware component that stores the operating system for boot-up.

Compatibility with motherboard

Most important factor to check before upgrading RAM.

Site license

Type of software license that allows unlimited installations within an organization.

Check for compatibility and patch issues

First action a technician should take if an application freezes frequently after updates.

Task Manager

Tool that helps remove unnecessary startup programs in Windows.

Using antivirus and trusted sources

Could have prevented malware infection from unverified software.

Managed by the service provider

Typical method of updates in cloud-based applications.

Router

Device that connects multiple networks together.

Local network card functionality

Tested when a technician pings 127.0.0.1.

Block unauthorized access

Main function of a firewall.

WPA3

Best protocol for a secure Wi-Fi setup for a small business.

Cat5e/Cat6 twisted pair

Most common cable type for Ethernet connections.

Delete it and report to IT

First action when a phishing email is identified.

Fingerprint scan plus a code sent to a phone

Example of two-factor authentication.

Protect data from unauthorized access

Primary benefit of encrypting sensitive files.

It may contain confidential information

Main security risk posed by a lost company laptop.

Restricting access to only what's necessary for a role

Meaning of the principle of least privilege.

Service ticket log

Document that records all steps taken to resolve an IT issue.

Documenting hardware serial numbers

Important for inventory tracking and warranty claims.

Post-incident report

Most important detail is the timeline of events and actions taken.

Accurate documentation

Helps with training new technicians and ensuring consistency.

Network topology diagram

Type of diagram that best shows the structure of a network.

Confidentiality violation in tech support

Sharing a customer's personal data without consent.

Conflict of interest

Accepting gifts from a vendor in exchange for recommending their product.

Illegal content on a company device

Should be reported according to company policy.

Professional attire for on-site visits

Reflects the company's image and builds trust.

Ethical behavior example

Following security protocols even under pressure.

CompTIA A+ certification

Focuses on general computer hardware and software support.

LinkedIn profile for IT support

Should highlight relevant technical skills and certifications.

Technology conferences participation

Helps stay updated on trends and network with professionals.

On-the-job training

Example of a student interning in IT learning to shadow senior staff and answer basic tickets.

Entry-level tech support interview preparation

Best way is to review the company's products and practice troubleshooting scenarios.