A. Mini PCIe wireless card
B. Heat sink
C. DC jack
D. Li-Ion battery

A. Gaming PC
B. Home theater PC
C. Thick client
D. Thin client

A. Warn the user
B. Report through proper channels
C. Wipe the drive
D. Give the computer back to the user

A. Agree with the user’s complaints
B. Clarify the user’s statements
C. Minimize the user’s criticism
D. Shadow the other technician on the next repair

A. Remove the BIOS chip on the PC
B. Re-flash the BIOS
C. Run password cracking software on the users PC
D. Set the password clear jumper on the motherboard

A. Put all other work orders on hold and assist the user with all their computer issues.
B. Have another technician take over support calls for this user.
C. Explain that the user needs to fill out a work order for the computer problems.
D. Ask the user to call another technician for more in-depth assistance.

A. Ask another technician who has worked with this computer previously to learn about any other prior issues.
B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

A. Use non-technical terms.
B. Use the appropriate acronyms.
C. Use proper technical terms.
D. Use email to ensure a written record.

A. “It is a message that informs the technician of what hardware needs to be replaced.”
B. “A bluescreen message is just another name for an error.”
C. “It provides the technician with more information about the problem.”
D. “It is a complex message that is very difficult to explain to those who are not familiar with computers.”

A. “The process of removal is extremely complex and only certain individuals would understand”.
B. “There was a moisture build up in the paper tray that apparently caused the paper jam”.
C. “Condensation within the lower tray assembly hindered the functionality of the rollers which caused improper transfer”.
D. “The paper jam was caused because irresponsible users spilled liquid in the bottom tray”.

A. assign the appropriate status level for the problem.
B. create records which enable user authentication.
C. help maintain a balanced workload for the help desk technicians.
D. identify common problems among many users.