1102 4.0: Operational Procedures

Pocket Prep

A developer is brought to work for a company in the health insurance industry. The job involves handling people's personal health data. What regulatory policy should the developer be made aware of before handling this data?

HIPAA

• The Health Insurance Portability and Accountability Act (HIPAA) protects patients' health information. It regulates how companies in the health industry handle people's healthcare records.

You should always take a CRT monitor to a proper recycling location because they contain what type of toxic chemical?

Lead

• Lead is toxic to humans, so you should avoid improperly storing or discarding a monitor. CRT monitors also contain mercury. There are special, professional companies that handle the recycling of CRTs and their hazardous materials, so reach out to those professionals who are best equipped to handle the disposal.

Which of the following is a hazardous material found in older button cell batteries?

Mercury

• Mercury is found in older button cell and alkaline batteries and may still be in some types today, so you should dispose of them carefully. The batteries should be taken to a proper battery and electronics recycling facility, as they can properly handle hazardous chemicals.

A support technician helps a user at their desk. The user tells the technician their password because they think the technician needs it. How should the technician respond in this situation?

Never disclose the password and tell the user to change it

• It's important to maintain confidentiality and have good communication skills when working as a technician. If a user discloses their password, remind them that you do not need it and inform them that they should never tell their password to anyone.

For an antistatic wrist strap to be effective, it needs to assist your body in maintaining what kind of charge?

Zero

• When working with a computer that can be severely damaged with even minute amounts of static electricity, you must ground yourself with an ESD strap to keep your charge at zero. The addition of an ESD mat can further reduce the likelihood of ESD damage.

A company is looking for a backup system. They want to be able to restore to any point of the week as quickly as possible while also only doing a complete backup once a week. What type of backup method should they choose? 

Differential

• A differential backup needs only the full backup plus the latest differential backup. That makes it quick to restore, while also keeping the file size of daily backups smaller than a complete backup.

• An incremental backup only backs up files changed since the last full and incremental backups. A full backup backs up all files. A copy backup is a full backup that does not reset archive bits.

While working for a firm that is publicly listed on a stock exchange, an administrator inadvertently gains access to a document that exposes sensitive financial information. What regulation makes sure that this sensitive information cannot be released inappropriately?

SOX

• The Sarbanes-Oxley Act (SOX) regulates how confidential information for publicly traded companies is protected. It's important to know this law if one is working at a publicly-traded company.

What is the name given to the amount of potential electron force contained within a wire?

Voltage

• Voltage is a measurement of potential energy from electrons contained within an electrical circuit. Too much voltage can cause damage to computer parts. Combined with amperage (current), the electrical charge can be lethal.

Static electricity is MORE prevalent in what type of environment?

Dry, cool environment

• You should be more cautious in a dry, cool environment and always wear an ESD wrist band to keep yourself grounded. In some cases, humidifiers are used to reduce the likelihood of static buildup.

Which danger poses the largest threat from the result of improper handling of the laser device from a printer?

Eye damage

• Looking directly into a laser can cause eye damage. When repairing a printer, avoid looking directly at the laser when it's pointing toward your eye.

Which of the following can cause serious injury or death if worn or held during the maintenance of monitors?

Antistatic wrist strap

• Wearing an antistatic wrist strap (ESD strap) while discharging the energy in a monitor can cause serious injury or death. Due to the way electricity tries to ground itself, it will choose to go through the antistatic strap into your body if a strap is worn during the discharge. It is appropriate to use a high voltage probe to dissipate the energy.

How many ohms per volt of resistance does a resistor need in order to discharge a power supply's capacitor?

100

• A resistor used to discharge a power supply's capacitor should have a resistance rating of 100 ohms per volt for a safely regulated discharge. Without the right resistance, the power supply sends too much electricity to components and can damage them permanently.

An organization has a small server room. They want to make sure that the servers there do not shut down during a power outage. What type of battery backup system would be ideal for this situation?

Line-interactive UPS

• A line-interactive UPS is often used for small server rooms. With this type of UPS, there is a smooth transition of power, unlike with a standby UPS.

• A standby UPS is used for protecting a single desktop computer. An online UPS is designed for use in data centers. A surge protector does not provide a battery backup system.

If you have an electrical device that becomes unstable when other electrical components function fine, what is the MOST probable cause?

EMI

• Electromagnetic interference (EMI) is caused when an electromagnetic field from a second device affects your computer components. Hard drives, floppy disks, and flash drives are a few of the susceptible components.

You should NOT wear an antistatic wrist strap when repairing which of the following computer components?

Power supply

• A power supply discharges high levels of electricity, which transfers to you when you wear an ESD wrist strap. You should also avoid wearing it when repairing a monitor. Wearing an ESD strap while repairing either one of these devices can lead to serious injury or death.

An administrator has a backup plan set up for a server to do a full backup once a week and do incremental backups every other day. They want to do another full backup manually that will not reset the backup bits. What type of backup can they do?

Copy

• To make a backup without affecting automatic ones, you can do a copy backup. This method does not reset the archive bits.

• An incremental backup backs up files with the archive bit and then resets the bit. A differential backup backs up files with the archive bit, but does not reset the bit. A full backup resets the archive bit.

Static electricity discharge is visible at approximately what level?

10,000 volts

• Static electricity is a PC killer. Discharges on any component can render that component unusable, which can cause completely unexpected and random problems within the computer. This includes motherboards, CPUs, RAM, and hard drives; any of which that become damaged by ESD can create unintended results.

Roberta is working with a client whose PC is experiencing occasional reboots and error screens. The client is also experiencing issues with opening applications. However, rebooting the PC appears to temporarily resolve the issue. What should Roberta do?

Clean out the inside of the PC and reseat the RAM and GPU card.

• Over time, the usage of a computer has the potential to move and loosen internal components as well as introduce other issues such as chip creep. This is where chips begin to work themselves out of their sockets. RAM chips can also lose connection with all their contacts, so reseating them can resolve issues as well.

An IT support technician has to go to a user's desk to fix their computer. The user steps out and while they are away, the technician finishes the job. What should the technician do since the user is not there when they finish?

Attempt to contact the user or leave a note

• When a technician finishes a job, they should make every effort to notify the user or their manager that the job is finished. It's important for clarity that the user know that the repair is finished.

Which of the following toxic chemicals is a part of CRT monitors?

Lead

• Lead is a part of CRT components; some monitors actually contain several pounds of lead. You should always properly dispose of the monitor at a recycling center.

An organization is looking to create a backup system with a short RTO. They do not have large amounts of data to back up and are not looking to spend a lot on the solution. What type of backup medium would be MOST ideal?

Disk-to-disk

• With a disk-to-disk backup setup, it is very quick to restore files compared to tape backups or cloud backups. Since they do not have large amounts to store, it is an ideal solution.

• A disk-to-tape solution has a long RTO. A RAID 0 system does not back up data. A disk-to-cloud solution can have a lengthy RTO as data must be downloaded.

It's currently raining, and Melissa is working in the stockyard when she encounters a forklift almost hitting a rack; in the process of avoiding the rack, it knocked over a barrel of chemical solvent. The operator manages to appropriately clean up the solvent spill, and the work resumes.

An accident occurred

A near-accident occurred

• When maintaining a safe working environment, it is important that all accidents and near-accidents are reported. 

What is the recommended tool for cleaning a laser printer?

Computer vacuum

• Computer vacuums are smaller and have a grounded nozzle to prevent any shorts or ESD. Furthermore, they're excellent for cleaning up printers and toner because they have a finer filter that prevents the toxic powder of toner from being spread through the air. 

Which one of the following is vacuum-sealed?

CRT monitor

• CRT monitors are vacuum-sealed, so they need to be handled with care. If mishandled, they can implode and send glass in random directions. CRT monitors should be recycled at the appropriate professional recycling facilities.

Which of the following is a carcinogen?

Printer toner

• Printer toner is actually carcinogenic and is not easy to clean by simply wiping it up. Its fine particles can be swept up into the air and inhaled, which is toxic. If you handle printer toner a lot, be sure to use a specialized vacuum for cleaning up spilled toner. The filters on these vacuums are much finer than regular filters, so the toner doesn't recirculate into the air.

If you drop a screw inside a computer case, what type of tool should you use to retrieve it?

Three-claw retriever

• A three-claw retriever can safely maneuver in a computer chassis to retrieve a lost screw from the motherboard. 

Which of the following cleaning tools is BEST for cleaning up spilled toner?

Computer vacuum

• Printer toner is a carcinogen when inhaled, so it is important to use a specialized vacuum with a finer filter to clean it up. This will dramatically reduce spreading and disturbing the toner where it can be inhaled. Furthermore, the computer vacuum is more insulated than a typical vacuum, so the toner will not ignite during cleanup.

You have just wrapped up on a job site and are ready to leave. The customer is nowhere in sight, but you have another appointment coming up very soon. What do you do?

Wait and look for the customer in order to inform them of the resolution.

• When you finish a job, notify the user that you have finished. Make every attempt to find the user and inform them of the resolution. If it is impossible to find them, leave a note explaining the resolution and how to contact you if they feel the problem isn't fully resolved.

An IT support person is contacted by a user to fix a server. The support person thinks that the problem is a failing hard drive and estimates it will take thirty minutes to fix. What should they say to the user?

Tell them it will take about an hour.

• When estimating time, you should allow for more time in case complications happen. It's better to finish before your estimated time than after.

What is used to discharge a power supply's capacitor?

A resistor

• Resistors are common components on motherboards and power supplies. They stop the flow of electricity, so when you are performing maintenance on a power supply, you should connect a resistor across the leads of the capacitor. The resistor should be 3 watts or more and have a resistance of 100 ohms per volt.

To retrieve a screw from a location where it is difficult to retrieve, a technician should NOT use which of the following?

Magnetic screwdriver

• To retrieve a screw from a location where it is difficult to retrieve, a technician should NOT use a magnetic screwdriver. Avoid using magnets for computer hardware repair. Magnetic material damages components, including hard drive storage.

What does OSHA stand for?

Occupational Safety and Health Administration

• The Occupational Safety and Health Administration (OSHA) is an important government agency that provides regulations and standards for the U.S. workforce, ensuring that all workers have the ability to work in relative safety and health. Essentially, the administration works to ensure that all employers minimize as many risks to their workers as is physically possible.

Of the following, which is NOT an employee responsibility to assist in maintaining a safe work environment?

Keep records of workplace injuries or illnesses

Employers have responsibilities imposed by OSHA, but employees are also required to follow some regulations as well. Specifically, employees are charged with the following tasks:

• Read and understand OSHA posters

• Follow all employer-implemented health and safety rules and work practices

• Use all required protective gear and equipment

• Report hazardous conditions to the employer

• Report hazardous conditions that the employer does not correct to OSHA

Which of the following provides protection against power issues such as dips in voltage?

UPS

• Uninterruptible power supplies (UPSs) provide consistent and constant power at a correct voltage to protect the computer against power outages and electrical disruptions in voltage, which can cause permanent damage. UPS devices use batteries when any issues occur. The change happens simultaneously, and the computer is completely unaffected.

Of the following, which OSHA requirements MUST employers follow to provide a safe work environment for their employees?

Provide tools and equipment that have been properly maintained.

Install an OSHA poster where employees can easily view it.

• OSHA requires employers in the private sector to follow several regulations and provide a safe working environment for their employees. These regulations include the requirement to maintain and repair equipment and tools that the employees will use, as well as displaying a poster about safety information they should be aware of.

A company had a recent network outage and made an incident report to document what happened. At a meeting to discuss how to prevent the same issue in the future, an executive wants to know how the problem was addressed at the time. Which section of the report would detail this?

Actions Taken

• In the Actions Taken section of an incident report, the individual actions taken at the time to address the issue are detailed. This information can be looked back upon to evaluate the response.

Which of the following is the BIGGEST concern for components when servicing a computer?

ESD

• Electrostatic discharge (ESD) is an extremely damaging yet invisible force that has the potential to destroy nearly all components in a computer. Even though you may not feel the discharge, the current is enough to cause stray paths which can end up wreaking havoc on the internal components. If a computer is acting strangely after you open up the case, it might be due to ESD damage.

A customer brings in a desktop computer for some routine maintenance. The technician discovers that the computer contains illegal and prohibited content. Of the following, which steps should NOT be taken?

Confront the user about the material.

• Confronting the user will only serve to cause additional problems when, at this point, upon discovering the illegal material, the appropriate authorities need to be engaged. It is important that the material is maintained and a chain of custody is established until authorities can arrive.

Maryanne is working as a Deskside Support Specialist in a large corporation and is currently performing a hard drive replacement on a senior resource's computer. She discovers some material prohibited by company policy. What steps should she take next?

Document and report all prohibited material to the appropriate personnel

Confiscate the media and provide when needed

• Upon encountering prohibited material, an individual should confiscate and preserve the material along with reporting it through all the necessary and appropriate channels. Many corporations have strict policies about appropriate computer usage with penalties clearly outlined. Confronting the user without establishing all the facts and the necessary case can serve to cause more problems.

Joseph has just replaced an elderly customer's computer and is taking the old CRT monitor to dispose of safely. Of the following, which is used to discharge the voltage properly from a computer monitor that has been unplugged and is ready for disposal?

High-voltage probe

• The high-voltage probe is designed to discharge a large amount of stored electricity in the capacitors of the CRT monitor. 

You receive a call from a client about a problem with their workstation that needs an immediate resolution. Unfortunately, the customer is hard to understand because they have an extremely thick accent, and you are not able to catch what the problem actually is. What should you do?

Immediately apologize and locate another resource who can help translate

• There are no perfect solutions in this situation, and it should be handled delicately to avoid offending anyone. If the individual's accent makes it simply too hard for you to understand, it would best serve you to find another resource who can potentially communicate with the customer to better move through the situation.

Your company creates blogging software that you make available for users to freely download from your website. There has been an issue with upgrading to the latest version of your software on certain platforms. You want to make a document that users can easily access if they have the same issue. What type of document should you use for this?

Knowledge base article

• A knowledge base is a collection of useful articles that can be utilized by end-users. This type of document shows how to solve a particular problem and should be easily understandable. 

You are working as deskside support for a large corporation. You arrive at a client's desk for an issue with network access, but the user is not at her desk. To start, you begin by investigating the laptop and the cables connected to it and you discover a sticky note with the user's username and password. What should you do next?

Attempt to reach the user for further information.

• Using another user's username and password is very often a violation of company policy and can result in severe repercussions when discovered. You should make every attempt to locate the client to verify the issue and then let them know that it is a violation to write down the information. Logging in as another user makes it possible for a well-intentioned individual to be used as a scapegoat for corruption of records, deleted data, or more. The username and password should not be used by the technician as it violates the user's privacy.

In 1996, the Battery Act was passed into law. What is one of the purposes of the law?

To provide battery recycling regulations

• The Battery Act of 1996 recognizes the toxic materials in batteries and provides instructions on the

Josephine is working as a technician at Acme Corp., and they are purchasing a new chemical cleaner that will be used to refurbish computer chips for reuse. Josephine is concerned about not knowing anything about the new chemical, such as handling instructions, potential dangers, or spill protocols. What documentation would be the MOST useful?

MSDS

• Material Safety Data Sheets (MSDSs) are vital for providing necessary information to the individuals who will be handling the chemicals. They provide an understanding of the potential dangers and hazards as well as the proper protocols for handling and cleaning up chemicals.

Marco is a technician at a computer repair shop. He is about to begin replacing the RAM modules in a desktop computer. Before working with the components in the workstation chassis, what should Marco make sure is done FIRST?

Ground himself with an ESD strap

• Electrostatic discharge is a hidden danger when working on computer equipment, as it is not always perceptible, but can cause devastating damage to the electronic components. It is possible to completely destroy many components, so it is very important to stay aware of being grounded and use an ESD strap whenever possible.

Which of these components is considered the MOST dangerous to repair?

CRT monitor

• A CRT monitor holds a high-voltage charge even after it's unplugged. It's not recommended that a technician open any monitor. Instead, take it to a certified professional or replace the monitor altogether.

A company is developing new software and is gathering testers to try out the beta version. What type of document should they create for each tester to sign before they start using the software?

User acceptance

• The end-user acceptance is important when trying new versions of an application. When users accept it, their approval must be stored.

Ricardo is working as a technician in a computer lab and he accidentally spills a chemical solvent. He is concerned with proper clean-up procedures for the chemical. Of the following, which would contain information about the chemical's emergency cleanup procedures?

MSDS

• Material Safety Data Sheets (MSDSs) include information such as physical product data (boiling point, melting point, flash point, etc.), potential health risks, storage, disposal recommendations, and spill/leak procedures. This enables employees to properly handle and maintain the chemicals needed to perform their job.

A business has grown from a small network of five workstations to a network of fifty workstations. A new technology officer has joined the company and would like to see an overview of the system. What type of document should be made for this situation?

Network topology diagram

• A network topology diagram can be either a logical or physical diagram. It shows how and why information flows through a network. 

You have two computers in the same physical location. You want to use one mouse, keyboard, and monitor for both. What solution can BEST solve this?

KVM switch

• KVM switches (which actually get their name from "keyboard, video, mouse") have multiple mouse, monitor, and keyboard connections. You connect your mouse, keyboard, and monitor to the switch, where you can flip between computers and control both from the same set of peripherals. 

Why is it advisable NOT to attempt repairs on any monitor?

High voltage

• Monitors, especially CRT ones, can contain high voltages for hours after being unplugged due to internal capacitors. Therefore, don't attempt repairs on monitors because this high voltage can lead to serious injury or death. Besides this, monitors have very few replaceable components, especially ones that are cost-effective.

Which of the following is considered the MOST dangerous?

Opening a power supply

• Power supplies can discharge a high amount of electricity, which can result in serious injury or possibly death. The charge can be stored for some time due to internal capacitors. It's best to replace a power supply rather than attempting to fix components within it.

A user is located in an area that has many power outages. Their work involves a lot of graphics rendering, so they do not want to lose any work in case of a power loss.

What type of device will be most ideal for protecting a single computer?

UPS

• An uninterruptible power supply (UPS) provides power in case of a power loss. A standby UPS is used for single computers.

You receive a call from a customer who just had a technician onsite to repair an issue. They report to you that the technician didn't fully resolve the issue and spent the majority of the time looking at or talking on his phone. 

What should you do with the information provided?

Inform your manager

• It is important to inform your manager upon receiving feedback from the customer and apologize to the customer. They are expressing a concern about their quality of service, and this may affect their use of your company in the future. It is important to make the manager/supervisor aware of the issue, so corrective action can be taken.

A company is interested in upgrading some of their servers to the latest operating system. What type of document should they produce to ensure that they have thoroughly analyzed the upgrade, including steps for rolling back a failed upgrade?

Change management plan document

• A change management plan documents how an organization will attempt to make changes to their network or systems. It details why and how the change will occur and also how to roll back to the original configuration in case of an issue.

When you are required to work on a power supply, what should be done with any residual charge left in the capacitors?

It should be safely discharged.

• Power supply capacitors should be safely discharged before you start repairs. Without proper discharge, the power supply could harm you or computer parts. You can safely discharge capacitors with a high voltage probe.

What is used to discharge and dissipate the energy from a monitor capacitor such as those in a CRT monitor?

High-voltage probe

• Though it is advised that you should not service monitors, if you do have to, it is important to use a high-voltage probe to discharge all the energy contained in the monitor. The electric shock potential within a CRT monitor can be enough to cause serious injury and even death.

A company is upgrading some network infrastructure and has created a change management plan document. After they made the change, they noticed that an unforeseen problem has occurred, and now they want to go back to the configuration before their changes. Which part of the change management plan outlines what to do in this situation?

Change rollback plan

• The change rollback plan outlines what to do in case the change fails. This can include the original configurations or steps that need to be taken to revert to the original state.

Of the following, which is the MOST common type of monitor for desktops and laptops?

LCD

• Liquid crystal displays (LCDs) have replaced large, bulky CRT monitors. They are lightweight, use less power, and don't have the flicker errors of a CRT. Modern monitors have advanced to use an LED light to illuminate an LCD panel.

If you suspect that internal parts of a monitor are damaged, what should you do?

Take it to a professional or replace it

• Monitors, especially Cathode Ray Tube (CRT) monitors, can discharge a high amount of electricity. They are dangerous for an inexperienced technician to repair. Take it to a professional. They will use a high-voltage probe to discharge the energy from the capacitors safely so that the monitor can then be serviced.

You don't have an antistatic wrist strap with you. What is an alternative way to ground yourself during a computer repair?

Touch the metal on the computer's case

• For self-grounding, a person can touch a part of a computer's case to discharge the electricity safely. A better solution is wearing an antistatic wrist strap, but touching the case is an option for technicians who don't have a strap available.

Jeffrey is working as a technician at Acme Inc. and has been asked to install and configure Microsoft Office on the 45 new desktops that have just been delivered. Before beginning the installation, what should Jeffrey do?

Verify that proper licensing is in place for the 45 additional copies of Microsoft Office

• It is important to adhere to the rules for the licensing of a product; otherwise, fines and other penalties can be imposed by the vendor. The first step should be to verify that the proper licensing exists, which, for most large companies, is typically an enterprise-level package. There are limits, however, so it is crucial to know beforehand.

Marcelle works in a computer repair center. The work environment has been rather arid, and there are more occurrences of ESD than normal. The team has been asked to implement additional steps to prevent further damage. Of the following, which measures BEST prevent ESD?

Wearing an antistatic wrist strap

Utilizing antistatic bags

• It is important to use antistatic equipment such as antistatic wrist straps, bags, and mats to reduce the risk of electrostatic discharge. As the damage isn't always apparent or detectable by humans, it is important to take all precautions to prevent ESD.

An administrator needs to replace a hard drive inside of a computer. They put on an ESD wrist strap before powering down the computer and opening it up. What do they need to do next before taking out the hard drive?

Attach the other end of the ESD strap to the case

• The other end of the ESD wrist strap needs to be grounded. This can be accomplished by attaching it to a computer case that is still plugged in.

In the context of computer networking and hardware troubleshooting, what does RFI stand for?

Radio Frequency Interference

• Radio Frequency Interference (RFI) refers to the disturbance that affects an electrical circuit due to either electromagnetic induction or electromagnetic radiation emitted from an external source. In the context of computer networking and hardware, RFI is significant because it can disrupt the operation of electronic devices, leading to data loss, signal degradation, or system malfunction. 

A flickering LCD display screen typically indicates the need to replace what?

Backlight

• LCD monitors are less susceptible to flickering than CRT monitors, but this type of issue is usually caused by the backlight beginning to fail. If flickering occurs, you should replace either the monitor, backlight, or inverter.

A technician accidentally smashes an LCD monitor during a routine repair. Which of the following parts of the monitor might cause an electric shock?

Inverter

• The inverter in an LCD monitor converts DC power for the backlight. It can have energy stored even if not plugged in, so care must be taken when handling a damaged monitor.

A company is going to make some big changes to their IT infrastructure. What should they be sure to include in their change management plan in case there are problems with the new changes?

Rollback Plan

• In case the changes do not work out as planned, then there should be a rollback plan which describes the steps needed to revert to the system's previous state. It's also possible to create an alternate plan if the original does not work out. 

Earlier in the day, you spoke with a customer and made a promise that you would resolve an issue by coming onsite by the end of the day. During the course of the rest of the day, you have been tasked with other ad hoc requirements, and it becomes apparent that you will not be able to make it to the client's site by the end of the day. 

What do you do?

Call the customer to inform them of the situation

• Sending a customer an email is a potential solution. However, calling the customer is a more immediate and personal form of communication to convey the message that you will not be meeting your promise. To resolve the situation, you should inform the customer of the change and that you will be making an attempt to help them first thing tomorrow.

A user reports that their Wi-Fi connection loses strength when they are near the break room of your building. The break room has a microwave and refrigerator. What could be causing the Wi-Fi signal to deteriorate there?

EMI

• Electromagnetic interference (EMI) can be caused by appliances such as microwaves and refrigerators. EMI can cause the signal to weaken.

A user reports that their computer has been acting strangely lately. The IT support person needs to address the user's issues. What can the support person do to help in this situation?

Identify recent changes

• One thing that the support person can do is ask the user if anything has changed. It's important to have good communication with the user experiencing the issue. 

What does a modern mouse use to track movement?

 LED or lasers

• Mice use an LED or a laser to track movement. The LED or laser is combined with a small inner camera to report input to the computer, typically through a USB connection. This is in contrast to the legacy mice that used an internal ball that moved with rollers. The LED/laser mice perform much better than ball mice.

What organization watches over companies and enforces a safe environment for all employees?

OSHA

• The Occupational Safety and Health Administration (OSHA) watches over companies and investigates complaints to ensure that all employees, private and federal, have a safe and healthy work environment as part of the Occupational Safety and Health Act.

Which of the following cleaning tools is BEST for cleaning keyboards and other peripherals?

Compressed air

• Compressed air works extremely well for blowing dirt and debris from underneath the keyboard keys. If the keys are sticky, you can use cotton swabs that have been slightly dampened with water or isopropyl alcohol to swab the affected areas. 

You should NOT attempt repairs on a CRT monitor because of:

High voltage and risk of implosion

• Cathode Ray Tube (CRT) monitors use very large amounts of voltage that are captured in a capacitor, which can stay charged long after being unplugged. Capacitors can violently discharge if mishandled, causing serious damage or death. The tube itself—the glass component—is under vacuum and can implode if mishandled, so it's best to dispose of CRTs properly instead of repairing them.

An administrator notices that many users are using online shopping sites during work hours. What type of document could help define what users can and cannot do during their work hours?

AUP

• An Acceptable Use Policy (AUP) helps an organization define what is acceptable employee behavior. This lets employees know what they can and cannot do with company equipment and during work hours.

You receive a report that a client's server has failed, and they need an immediate resolution. You pack up and arrive onsite to find the company president anxiously awaiting your arrival and visibly shaken due to concerns about lost data with potentially no backup. 

What should you do?

Provide assurance to the company president that you've performed similar work before and will promptly let them know what needs to be done as soon as you know

• It is important to act with confidence in these situations as it will greatly improve customer morale and provide some sense of security that the problem will be resolved in a satisfactory way. 

Why are power supplies dangerous even after being unplugged?

Loaded capacitors

• Power supplies continue to be dangerous long after they have been unplugged because many will still maintain an active charge within the capacitors. This charge can be over 15,000 volts and retain enough amperage to inflict serious bodily injury or potentially death. Do your best to stay away from the inside of a power supply.

Which of the following cleaning tools is BEST for cleaning dust and debris from a keyboard or inside a computer?

Compressed air

• Compressed air removes particles from between the keys, and it avoids using liquids that could damage components. It is especially useful within a computer chassis due to the electrically charged nature of dust; it tends to get everywhere. With compressed air, it is much easier to clean the inside of components like the power supply fan assembly and tight spaces within the chassis.

You are operating as deskside support and get called to an employee's desk for a crashed computer. You learn that the affected employee is actually a high-level executive, and they have a presentation occurring very soon. You determine that the data cannot be retrieved and the executive begins to become irate, stating that they didn't back up the presentation they needed. They yell at you and begin insulting you. 

What should you do?

Attempt to keep the user calm, and leave the site to obtain assistance if you cannot help.

• As an A+ certified technician, it is important to maintain professional behavior and communication at all times. If the customer becomes upset and angry, it is important to defuse the situation where possible. If it begins to escalate, it is appropriate to leave and obtain appropriate assistance.

What should you use to understand the environmental hazards of a specific component?

 Material safety data sheet

• The Material Safety Data Sheet (MSDS) describes any environmental hazards associated with a component and its proper disposal methods. The MSDS may even instruct you to contact local authorities in the event of a spill, depending on the size of the spill.

Which of these is a common source of injury when working inside a desktop's casing?

Sharp edges

• A computer case is made of steel. Working through brackets and within cramped spaces can lead to cuts on exposed skin. Be sure to check the inside of the computer to ensure nothing is hot, there are no sharp edges, and that no bare or torn wires are exposed.

In addition to an antistatic wrist strap, technicians often use what device to avoid electrostatic discharge (ESD) when removing parts from a computer?

Antistatic mat

• Once a component is removed from a computer, it can pick up a static charge from the environment. Antistatic mats can be used to place components on to avoid ESD. The mats drain away stored charge through connecting to grounding elements such as the ground in an outlet.

What is an MSDS?

Material Safety Data Sheet

• A Material Safety Data Sheet (MSDS) contains procedures on how to handle situations with hazardous chemicals. The guides provide instructions based on the severity of the spill and how to handle the chemical safely or whether to evacuate. Always refer to the MSDS whenever you're dealing with chemicals.

What should you do with a laptop battery that doesn't charge anymore?

Take it to a recycling center

• Batteries contain toxic chemicals that can explode and cause serious injury. They should never simply be thrown out or recycled in the home or office. You should take laptop batteries to a recycling center for proper disposal.

What device lets users paint or draw on a computer using a stylus pen?

Digitizer

• Digitizers are also called pen tablets. They have a special touch screen that takes input from the stylus pen and sends it to the computer. They enable the user to more accurately perform pen movements. 

What should you always wear when placing a CPU?

Antistatic wristband

• With ESD, it is possible to create a static shock and not even feel it or be aware it happened, only to find later that the computer is not working for some unknown reason. CPUs are sensitive to electrostatic discharge as well as many other components within the computer chassis. Wearing a band will help reduce discharge and avoid CPU and other collateral damage.

You decide to remove a hard drive from a computer. What should you use to contain the hard drive?

An antistatic bag

• An antistatic bag sheds any electricity when you touch it. Always store computer components in these bags to avoid ESD damage.

A company has just had a security breach where some information about their clients was stolen. What type of document should be created after this type of event has occurred?

Incident report

• Any time an event happens that is outside of normal business practices, such as a breach, this is referred to as an incident. An incident report document should be filled out in case of a security breach. This should include all the details, including date and time, root cause, actions taken, remediation, services impacted, and recommendations. 

How should you lift heavy boxes in order to avoid injury?

Lift with your legs, not your back

• Lifting with the weight on your legs avoids back injuries. The muscles in the lower back are not as strong as the muscles in the legs or other parts of the body. When lifting heavy boxes, bend at the knees (rather than keeping your legs straight), toes pointed forward, and then begin to lift up, with your back as straight and as upright as possible.

When you wear an antistatic wrist strap, what should the alligator clip attach to?

The computer case

• Attaching an ESD wrist strap to the metal part of a computer case prevents electrostatic discharge as you remove and replace computer components. If electrostatic discharge occurs, it can permanently damage components.

Which of the following tools can BEST help clean a dusty computer?

Compressed air

• A compressed air can is the best tool for cleaning a dusty computer. It provides a powerful and focused stream of air that can dislodge dust and debris from sensitive computer components without direct contact. This method is safe for electronics, as it doesn't involve any liquid or physical touch that could damage the parts. 

The previous administrator put the network together quickly and left many cables lying around that could be easily tripped on. What can be used to tidy cables so that they are not a hazard?

Cable ties

• Cables that are not neatly organized can become a hazard. Cable ties allow you to keep your cords tight and neat.

A user reports that their workstation is having problems. They claim that the problem started after they installed a new application, but that the application is not related to the problem. 

How should the IT support technician handle this problem?

Look for the problem, but also consider the new application

• The IT support technician should still consider that maybe the problem is being caused by the new application, although they do not have to outright disagree with the user. They should show respect and good communication with users.

When working on a computer, what component should you touch every few minutes to keep yourself at the same charge as the PC?

Computer case

• Electrostatic discharge (ESD) is a dangerous condition that damages computer parts. To keep yourself at the same charge as the computer and avoid ESD, touch the metal part of the computer case (also called the chassis) as you work on the computer. In the absence of an ESD strap, holding onto the case while working can reduce the chance of damage from ESD.

What technology did Microsoft develop for technicians to manage PCs remotely?

Remote Desktop

• Remote Desktop lets a technician remotely control a Windows computer from anywhere as long as they have network access either through a VPN or directly from the internet. Remote Desktop is also included with Windows Server operating systems and provides support for audio streaming, printer connections, and many other configurations. 

Which of the following are common tripping hazards in computer offices?

Cables

• Keep in mind that cabling is a common tripping hazard. Cables should be organized and safely removed from common walking areas. If they need to cross walking areas, ensure that cables are covered and protected with a floor cable guard. The floor guard not only removes the tripping hazard but also protects wires from being trampled and crushed.

What should you wear to avoid electrostatic discharge?

Anti-static wrist strap

• Anti-static wrist straps ground you, which stops the electrostatic discharge that would otherwise give a static shock to and possibly destroy computer components. The wrist strap is typically connected to a piece of hardware that is already grounded, like the grounding plug of an outlet or the chassis of the computer.

What does EMI stand for?

Electromagnetic interference

• EMI is not as dangerous as electrostatic discharge (ESD), but it can still permanently damage computer components. EMI can damage floppy drives, hard drives, CRT monitors, and flash drives. The damage done to hard drives from EMI can cause a potential loss of data. EMI even affects cables and can cause bad network connections, interfere with communication, and interrupt and corrupt data traveling through the cable.