Computer Maintenance (Dec 2024)
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What is the primary purpose of a Wireless Network Interface Card (NIC)?

  • To provide audio output capability.
  • To connect a computer to a network using radio frequencies. (correct)
  • To store data in an optical format.
  • To add video processing power to a computer.

    • Which type of storage device retains data even when not powered?

  • Random Access Memory (RAM)
  • Dynamic Random Access Memory (DRAM)
  • Solid State Drive (SSD) (correct)
  • Cache Memory

    • Which of the following is a characteristic of dual layer optical media?

  • It can only store audio files.
  • It can only be recorded once.
  • It is not compatible with CD players.
  • It roughly doubles the capacity of a single disc. (correct)

    • What function does a sound adapter provide for a computer?

    <p>Increases audio capability. (A)</p> Signup and view all the answers

    Which type of card connects a computer to the internet via a network cable?

    <p>Network Interface Card (NIC) (B)</p> Signup and view all the answers

    What is a primary goal of the new occupational safety and health framework?

    <p>To promote greater ownership of safety and health outcomes. (D)</p> Signup and view all the answers

    What type of storage devices includes Hard Disk Drives (HDD) and tape drives?

    <p>Magnetic Storage Devices (B)</p> Signup and view all the answers

    Which of these is NOT a type of adapter card mentioned?

    <p>Graphics Processing Unit (GPU) (B)</p> Signup and view all the answers

    What is a key advantage of a thermal printer?

    <p>It has few moving parts (A)</p> Signup and view all the answers

    Which of the following is a disadvantage of direct thermal printers?

    <p>They produce poor quality images (D)</p> Signup and view all the answers

    What material do thermal transfer printers commonly use for prints?

    <p>Vinyl, polyester, or nylon (C)</p> Signup and view all the answers

    What is a primary characteristic of impact printers?

    <p>They strike an inked ribbon with pins (A)</p> Signup and view all the answers

    Which of the following poses a disadvantage for using thermal paper?

    <p>It is expensive and requires temperature control (A)</p> Signup and view all the answers

    Which of the following statements about HDMI is correct?

    <p>HDMI provides video, digital audio, and control signals. (A)</p> Signup and view all the answers

    What is a primary feature of Thunderbolt 3 compared to Thunderbolt 2?

    <p>It consumes less power and has higher bandwidth. (A)</p> Signup and view all the answers

    What is a common issue with impact printers?

    <p>They have limited color capabilities (A)</p> Signup and view all the answers

    How do thermal transfer printers create a print?

    <p>By heating and transferring ink from a ribbon (B)</p> Signup and view all the answers

    Which connector is used for transmitting both video and audio in older multimedia devices?

    <p>RCA (A)</p> Signup and view all the answers

    Which factor influences hardware compatibility?

    <p>The CPU architecture and drivers (A)</p> Signup and view all the answers

    What is a disadvantage of inkjet printers?

    <p>Their nozzles are prone to clogging. (A)</p> Signup and view all the answers

    Which type of printer uses heat from the print head to create images on paper?

    <p>Thermal Printer (C)</p> Signup and view all the answers

    What is a common advantage of using an inkjet printer?

    <p>Lower initial purchase cost compared to other types. (A)</p> Signup and view all the answers

    Which of the following is NOT a function of DisplayPort?

    <p>Connecting to older analog devices. (B)</p> Signup and view all the answers

    Which statement about Thunderbolt interfaces is true?

    <p>Thunderbolt allows connection of multiple types of peripherals. (A)</p> Signup and view all the answers

    What is the main purpose of backward compatibility?

    <p>Ensuring newer versions can work with older standards (D)</p> Signup and view all the answers

    Which component may need to be replaced when upgrading a motherboard?

    <p>CPU (C)</p> Signup and view all the answers

    What is an essential requirement when upgrading a CPU?

    <p>The heat sink and fan assembly must be compatible (D)</p> Signup and view all the answers

    What must be checked when selecting new RAM for an upgrade?

    <p>Compatibility with the motherboard (D)</p> Signup and view all the answers

    What could happen if the RAM installed is slower than existing RAM?

    <p>The performance may not be optimized (D)</p> Signup and view all the answers

    Which component must adequately cool a faster CPU after an upgrade?

    <p>Case fans (D)</p> Signup and view all the answers

    When performing a motherboard upgrade, what is crucial for fitting the new component?

    <p>It must fit in the old computer case (B)</p> Signup and view all the answers

    What is recommended to apply between the new CPU and the heat sink?

    <p>Thermal paste (A)</p> Signup and view all the answers

    What is the best approach to interject while a customer is explaining their problem?

    <p>Occasionally use affirming phrases like 'I understand.' (A)</p> Signup and view all the answers

    What type of questions should be asked after summarizing a customer's problem?

    <p>Closed-ended questions to obtain specific information. (B)</p> Signup and view all the answers

    Which of the following should be avoided when communicating with customers?

    <p>Discussing unrelated subjects with co-workers. (A)</p> Signup and view all the answers

    What is an inappropriate action when handling customer calls?

    <p>Taking personal calls during customer conversations. (B)</p> Signup and view all the answers

    Which behavior should be avoided to maintain professionalism?

    <p>Using abbreviations or jargon. (D)</p> Signup and view all the answers

    What is the goal of summarizing a customer's problem?

    <p>To clarify your understanding of their situation. (C)</p> Signup and view all the answers

    What should you do before transferring a customer's call?

    <p>Explain the purpose of the transfer and gain their consent. (B)</p> Signup and view all the answers

    Which of the following is a key technique in effective communication for customer service?

    <p>Avoiding distractions and interruptions. (B)</p> Signup and view all the answers

    What should you do when dealing with a talkative customer?

    <p>Ask as many closed-ended questions after regaining control. (C)</p> Signup and view all the answers

    What is the best approach to take with a rude customer?

    <p>Politely transfer the call to their preferred technician if available. (D)</p> Signup and view all the answers

    How should one interact with a knowledgeable customer?

    <p>Provide them with the overall approach you are trying to verify. (B)</p> Signup and view all the answers

    What should be avoided when asking a talkative customer questions?

    <p>Encouraging irrelevant social conversations. (D)</p> Signup and view all the answers

    What is an appropriate action to take if a customer insists on speaking with their preferred technician?

    <p>Politely ask if they are willing to wait for their preferred technician. (C)</p> Signup and view all the answers

    What should you do if a rude customer wants you to repeat something?

    <p>Listen very carefully and repeat the information without frustration. (C)</p> Signup and view all the answers

    How should you interact with a knowledgeable customer regarding basic troubleshooting?

    <p>Skip basic checks and get right into more complex troubleshooting. (D)</p> Signup and view all the answers

    What is NOT recommended when helping a talkative customer?

    <p>Allowing them to talk about unrelated topics. (C)</p> Signup and view all the answers

    Study Notes

    Common PSU Connectors

    • P1: A 20-pin or 24-pin connector that provides power to the motherboard. Some PSUs split the P1 into one 20-pin connector and one 4-pin connector, combining them if needed to form a 24-pin connector.
    • ATX12V (or P4): A 4-pin or 8-pin power connector that goes to the motherboard, in addition to a 20-pin P1, to supply power to the processor.
    • Molex: A 4-pin peripheral power connector that provides power to IDE disk drives and CD-ROM/DVD drives.

    "80 Plus" Certification

    • A voluntary program to promote efficient energy use in computer power supply units (PSUs).
    • Certifies products with more than 80% energy efficiency at 20%, 50%, and 100% of rated load.

    Motherboard

    • The main printed circuit board.
    • Contains buses (electrical pathways) for data transfer among components.
    • Also called the system board or main board.
    • Houses the CPU, RAM, expansion slots, heat sink/fan assembly, chipset, sockets, BIOS, internal and external connectors, and various ports.
    • All devices communicate with the CPU on the motherboard via cables.
    • Input/Output (I/O) ports connected to peripherals like keyboards, mice, parallel ports, USB ports, and sound ports.

    Motherboard Chipset

    • Most chipsets consist of two types:
      • Northbridge: Controls high-speed access to RAM and the video card.
      • Southbridge: Allows the CPU to communicate with slower devices (hard drives, USB ports, and expansion slots).

    Central Processing Unit (CPU)

    • The amount of data a CPU processes depends on the size of the Front Side Bus (FSB), measured in bits.
    • Overclocking: A technique to make a processor run faster than its original specification, not recommended as it can damage the CPU.
    • CPU Throttling: The opposite of overclocking, where a processor runs below its rated speed to conserve power or reduce heat.
    • CPU Virtualization: A hardware feature (supported by AMD and Intel CPUs) that allows a single processor to act as multiple processors. This allows multiple operating systems to run simultaneously on virtual machines.

    Cache Memory

    • A smaller, faster memory closer to the processor core that stores copies of data frequently used from main memory.
    • Divided into three levels:
      • Level 1 (L1) cache: Fastest; holds data the CPU is most likely to need for a given task.
      • Level 2 (L2) cache: Slower than L1 but larger (256KB to 8MB); holds data the CPU is likely to need next.
      • Level 3 (L3) cache: Slower than L2 but still faster than main memory (RAM); feeds information to L2 and then to L1.

    Types of Memory (ROM)

    • Read-Only Memory (ROM): Information written during manufacturing; obsolete.
    • Programmable Read-Only Memory (PROM): Information written after manufacturing, programmable only once.
    • Erasable Programmable Read-Only Memory (EPROM): Non-volatile, erasable with UV light; can be reprogrammed.
    • Electrically Erasable Programmable Read-Only Memory (EEPROM): Non-volatile; can be erased and reprogrammed electrically (also known as Flash ROM), often used to store BIOS.

    Random Access Memory (RAM)

    • Temporary working storage for data and programs being accessed by the CPU. RAM is volatile memory.
    • More RAM generally enhances system performance as it provides more capacity to hold and process large programs and files.
    • The maximum amount of RAM installable is limited by the motherboard.

    Types of RAM

    (Different types of RAM are detailed, but listing all is extensive. Provide a specific request if you need a particular type of RAM details.)

    Adapter Cards and Expansion Slots

    • Adapter cards enhance computer functionality by adding controllers for devices or replacing malfunctioning ports. Examples include sound, network, wireless network, video, and capture cards.

    Types of Storage Devices

    • Data storage devices store data non-volatiley, retaining data even when power is lost.
    • They can be magnetic (HDD, tape drives), solid state, or optical (CD, DVD, BD).

    Optical Storage Devices

    • Optical media (CD, DVD, BD) can be pre-recorded (read-only), recordable (write-once), or re-recordable (read and write). Dual-layer media roughly doubles the capacity of a single-layer disc. (Detailed descriptions of various CD,DVD, BD formats are provided).

    Occupational Safety and Health Framework

    • Guiding principles of the new framework include:
      • Reducing risks at the source.
      • Instilling greater ownership of safety and health.
      • Preventing accidents through penalties.

    Safety Sign Codes

    • Red: Prohibition
    • Yellow: Caution
    • Green: Positive action
    • Blue: Mandatory actions
    • Discs: Prohibitions and instructions
    • Triangles: Warnings
    • Squares/Rectangles: Emergency and information signs

    Risk Management Steps

    • Identify: recognize hazards
    • Assess & Analyze: evaluate the risks.
    • Plan Action: develop strategies to mitigate the risks.
    • Monitor & Implement: put mitigation plan into action.
    • Measure & Control: assess the effectiveness of mitigation strategies.

    Types of Hazards

    • Physical and Mechanical: environmental factors harming the body w/o touching it.
    • Chemical: exposure to workplace chemicals (solid, liquid, gas).
    • Biological: associated with animals, people, or infectious plant materials.
    • Ergonomic: work, body positions, work conditions causing strain on body.
    • Electrical: improper handling of electrical equipment.

    Risk Levels and Risk Control

    • Low risk: existing precautions are likely to be adequate; no further need.
    • Medium/High risk: more steps may be necessary for hazard mitigation.

    Types of Risk Control

    • Elimination: removing the hazard.
    • Substitution: replacing a hazard with non-hazard alternative.
    • Engineering controls: isolating people from the hazards.
    • Administrative controls: changes in ways people work, including procedure changes, employee training, and signs/warnings.
    • Personal Protective Equipment (PPE): measures such as gloves, respirators, hard hats, safety glasses, high-visibility clothing, and safety footwear to protect from hazards.

    Safety Handling of Computer

    • Electrostatic Discharge (ESD) is the buildup of an electric charge on a surface.
    • ESD Protection:
      • Antistatic bags to store components.
      • Grounded mats/floors in work areas.
      • Antistatic wrist straps.

    BIOS and UEFI Settings

    • All motherboards require BIOS to operate.
    • BIOS is ROM chip with program controlling communication between the OS and hardware.
    • BIOS identifies available and bootable drives, memory configuration, PCle/PCI expansion slots, SATA/USB configurations, and motherboard power management features.
    • UEFI is a newer standard that improves security and supports 32/64-bit systems for larger drives. (detailed information about secure boot)

    Various Peripheral Devices

    • Input devices allow user communication with the computer. Examples include:
      • Keyboard and Mouse
      • ADF/Flatbed Scanner
      • Joystick and Gamepad
      • KVM Switch
      • Touch Screen
      • Stylus
      • Magnetic Strip Reader
      • Barcode Scanner
      • Digital Camera
      • Webcam
      • Signature Pad
      • Smart Card Reader
      • Microphone
      • NFC devices / terminals
      • Facial recognition scanners
      • Fingerprint scanners
      • Voice recognition scanners
      • Virtual Reality Headsets

    Monitor Characteristics

    • Computer monitors are varied by use, size, quality, clarity, brightness.
    • Screen size: diagonal measurement in inches.
    • Resolution: number of horizontal and vertical pixels (e.g., 1920 x 1080).
    • Monitor resolution: amount of information displayable.
    • Native resolution: best monitor resolution.

    External Peripheral Device Interfaces

    • DVI: Supports uncompressed digital video (DVI-A analog, DVI-D digital, DVI-I integrated).
    • HDMI: Carries digital video and audio signals.
    • DisplayPort: Replaces DVI and VGA, providing high-bandwidth video and audio.
    • Thunderbolt: High-speed connection for peripherals, including transmitting high-definition video.
    • RCA: Audio/video connectors (yellow for video, red/white for audio).

    Printer Technologies and Interfaces (Inkjet, Thermal, Impact)

    Hardware Compatibility Requirements

    • Refers to the compatibility of computer hardware with components like the CPU architecture, bus, motherboard, and operating system.
    • Backward compatibility is the usability of newer versions of a technical object with an older version.
    • Forward compatibility is the usability of older versions on a newer version.

    Process of Upgrading Computer Devices (Motherboard, CPU, RAM, Storage, Graphic Card, Replacing Laptop Components)

    Error Codes and Startup Messages (POST Errors)

    Troubleshooting Process (Step 1 - Identify the Problem)

    Common Problems and Solutions (PC Troubleshooting)

    Key Activities of the First Level IT Help Desk:

    Techniques for Effective Communication in Delivering Customer Service (Know, Relate, Understand, Active Listening, Professional Behavior with the Customer, Helping a Talkative Customer, Helping a Rude Customer, Helping a Knowledgeable Customer, Helping an Angry Customer, Helping an Inexperienced Customer)

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