Podcast
Questions and Answers
Which IT role primarily focuses on maintaining and managing an organization's databases?
Which IT role primarily focuses on maintaining and managing an organization's databases?
- PC Repair Tech
- Database Administrator (correct)
- Network Administrator
- Helpdesk Support
An IT technician is interacting with a frustrated customer. Which action demonstrates active listening?
An IT technician is interacting with a frustrated customer. Which action demonstrates active listening?
- Using technical jargon to showcase expertise.
- Quickly interrupting to provide a solution.
- Asking clarifying questions to understand the issue fully. (correct)
- Avoiding eye contact to minimize confrontation.
What does demonstrating a 'good attitude' entail for an IT technician when facing technical issues?
What does demonstrating a 'good attitude' entail for an IT technician when facing technical issues?
- Ignoring the problem hoping it will resolve itself.
- Blaming others for the problem to deflect responsibility.
- Avoiding the issue entirely to prevent frustration.
- Seeing each issue as an opportunity to help and improve. (correct)
Which skill is most crucial for an IT technician translating technical information to non-technical users?
Which skill is most crucial for an IT technician translating technical information to non-technical users?
Which approach exemplifies 'deductive reasoning' when troubleshooting a computer issue?
Which approach exemplifies 'deductive reasoning' when troubleshooting a computer issue?
When capturing a full screenshot on macOS, which key combination is used?
When capturing a full screenshot on macOS, which key combination is used?
Which of these computer types integrates all components into a single unit, including the monitor and system unit?
Which of these computer types integrates all components into a single unit, including the monitor and system unit?
Which component manages the communication between hardware and software?
Which component manages the communication between hardware and software?
What is the primary function of 'device drivers' in a computer system?
What is the primary function of 'device drivers' in a computer system?
Which of the following is a safe practice for cleaning a keyboard?
Which of the following is a safe practice for cleaning a keyboard?
What is the correct order, from smallest to largest, of the following units of data storage?
What is the correct order, from smallest to largest, of the following units of data storage?
Why is it essential to power off a computer and remove the power cord before performing internal maintenance?
Why is it essential to power off a computer and remove the power cord before performing internal maintenance?
Which IT role is responsible for designing and creating software applications?
Which IT role is responsible for designing and creating software applications?
What does it mean for an IT technician to be 'sensitive to other cultures'?
What does it mean for an IT technician to be 'sensitive to other cultures'?
What type of question is most effective at allowing a customer to fully explain a technical issue?
What type of question is most effective at allowing a customer to fully explain a technical issue?
Which task is typically associated with a Network Administrator?
Which task is typically associated with a Network Administrator?
Which of the following is a key element of effective communication as an IT technician?
Which of the following is a key element of effective communication as an IT technician?
Which general computer skill involves forming a conclusion based on available information?
Which general computer skill involves forming a conclusion based on available information?
Which of the following is typically used for temporary data storage?
Which of the following is typically used for temporary data storage?
Which safety measure should be observed when lifting heavy computer equipment?
Which safety measure should be observed when lifting heavy computer equipment?
Flashcards
PC Repair Tech
PC Repair Tech
An IT role focused on repairing and maintaining personal computers.
Database Administrator
Database Administrator
An IT role focused on managing and maintaining databases.
Network Administrator
Network Administrator
An IT role focused on designing, implementing, and managing computer networks.
Server Administrator
Server Administrator
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Cable Installer
Cable Installer
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Data Analyst
Data Analyst
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Helpdesk Support
Helpdesk Support
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Programmer
Programmer
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Active Listening
Active Listening
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Tower Computer
Tower Computer
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Laptop
Laptop
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All-in-one Computer
All-in-one Computer
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Tablet
Tablet
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Phone
Phone
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Device Drivers
Device Drivers
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Hard Drive
Hard Drive
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Video Card
Video Card
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Keyboard
Keyboard
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Display
Display
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Power Supply
Power Supply
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Study Notes
- Introduction to the World of IT, Chapter 1
IT Roles
- IT roles encompass a variety of positions
- Examples of IT roles:
- PC Repair Tech
- Database Administrator
- Network Administrator
- Server Administrator
- Cable Installer
- Data Analyst
- Helpdesk Support
- Programmer
Qualities of a Good Technician
- Soft skills are essential for IT technicians.
- Technicians should listen carefully to the customer.
- Making good eye contact is important.
- Show you are following the conversation and avoiding distractions.
- Clarify customer statements by asking related questions.
- Avoid interrupting the customer.
- Avoid condescending behavior.
- Ask open-ended questions to encourage customers to explain issues.
- See every issue as an opportunity to help.
- Be sensitive to other cultures.
- Take the time to listen to the entire problem.
- Avoid blaming others.
- Do your best with every opportunity.
- Top essential traits include being an operating systems expert.
- Having hardware authority.
- Able to install software.
- Effective communication skills.
- Patience.
- Being a good listener.
- Empathy.
- Juggling time and priorities effectively.
- Being a problem solver.
- Translate Technical Information.
Basic Skills
- Recognize computer terminology.
- Speak clearly and concisely.
- Stay current on the latest information.
- Be able to Research information to help solve problems.
- Troubleshoot using deductive or inductive reasoning.
- Capturing screenshots involves methods like cell phone photos.
- Using the Snipping Tool in Windows by pressing Windows key + Shift + S.
- For macOS, Command + Shift + 3 captures a full screenshot.
- Command + Shift + 4 allows for capturing a partial screenshot.
- Creating a text file can be done using Notepad on Windows or TextEdit on macOS.
- You should save files as plain text if using a word processor.
Computer Hardware
- Computer types include:
- All-in-one computers
- Tablets
- Phones
- Tower computers
- Laptops
- Key computer parts:
- Device Drivers
- Hard Drive
- Video Card
- Keyboard
- Display
- Power Supply
- Motherboard
- Case
- Mouse
- Memory
- Mouse/keyboard maintenance includes wiping with a damp cloth and using compressed air.
- Shake out debris and use wipes, a brush, or a vacuum.
Data Storage
- Data storage involves digital 1s and 0s.
- Bit: a 1 or a 0.
- Byte: 8 bits.
- 1000 bits: Kilobyte (KB).
- 1000 KB: Megabyte (MB).
- 1000 MB: Gigabyte (GB).
- 1000 GB: Terabyte (TB).
Safety Tips
- Power off the computer and remove the power cord.
- Avoid working inside older CRT monitors.
- Remove jewelry.
- Use proper lifting techniques like bending at the knees.
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