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Question:

Following a recent power outage that put the firm offline for 30 minutes, the executives have been debating how to avoid a repeat. They enlist your assistance as an IT specialist during the planning and design stages. How can you know how much of a surge suppressor can sustain, says one executive? So, what do you say to him?

A joule rating

explanation

A suppressor's ability to handle a surge will be measured in joules. A higher rating in this area means you'll be able to protect yourself from greater line voltages more effectively.

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What item can you utilize to best limit the danger of ESD if your supervisor requests a meeting to review your opinion on the IT department's usage of proper safety and equipment handling? During the meeting, your employer shocks you by asking you to disassemble an end user's computer while minimizing the potential of electrostatic discharge (ESD).

ESD straps and mat

ESD straps and mats efficiently decrease or remove the danger of ESD harming computer components by reducing or eliminating the danger of ESD. The straps and mat work together to keep the static charge between you and the components in check.

What do you tell a new trainee in the case that he has been reading IT books as company documentation, and has a question with which he needs your assistance? He wonders why during troubleshooting and resolving issues, he needs to document everything.

to ensure resolution processes are efficient

You effectively establish a trail for other experts to follow when they experience similar situations by documenting the issue, the measures you did, and the resolution. In addition, if a similar situation arises, you may review the history to determine if there is a trend, or whether a new preventive step should be done (such as replacing equipment or going with a different vendor).

When speaking with clients about an issue, why is it important to avoid using technical jargon or IT acronyms?

customer’s frame of reference

The majority of customers are not technically savvy and may feel scared or befuddled if you use jargon or acronyms around them. Make a consumer feel at ease by utilizing regular language and carefully explaining everything.

You have passed your CompTIA A+ exam. Fred is one of your company's junior help desk personnel and he's troubleshooting a new client problem and has established a likely cause, but he's not sure what to do next. He asks for your help in reviewing troubleshooting theory. What should Fred do at this point?

Test the theory.

After establishing the theory of probable cause, you should test that theory to see if you were correct according to the troubleshooting theory from CompTIA test materials. This lets you understand if you are ready to move on to an action plan or need to backtrack and work on establishing a new probable cause.

What would you tell Michael, a new employee at your company's IT help desk if you have been tasked by your boss to train Michael to be one of the best system administrators on the team, he has been reading business best practices paperwork and asks you what the first step in standard troubleshooting theory would be.

Identify the problem.

Identify the actual problem is always good. This will make sure you are not wasting time troubleshooting something that was not the actual reported problem. To establish a solid base understanding, do this by first asking clarification questions

What should this engineer use to clean the computer if because of much dust, a helpdesk engineer needs to clean the inside of a computer?

compressed air

Like printers or other devices, compressed air can be used to clean the interior of computer equipment. Natural compressed air is preferable to any chemical-based compressed material.

When a senior engineer at your organization is working on a customer ticket and has determined what he feels is the cause of the problem, which step did he ignore?
Know that he stumbles upon a feasible answer while researching the resolution, instantly applies it, and closes the issue. However, it looks that he skipped a crucial stage in the troubleshooting process.

verifying system functionality

Following the development of an action plan and the implementation of a solution, the next stage is to confirm that the solution worked. You may also wish to take precautionary actions to ensure that the problem does not recur in the future.

A user is trying to connect to the Internet at a coffee shop. Before they are allowed to connect to the Internet, a screen appears on which they must acknowledge which actions are permitted while on the coffee shop’s network. This is an example of:

acceptable use policy

An acceptable use policy (AUP) is a policy implemented by a company that specifies which sorts of acts are permissible when utilizing their equipment. Many firms have acceptable usage policies in place that outline how workers are permitted to use company-owned devices. When using public wi-fi, such as at a coffee shop (such as Starbucks), before getting access to the network, you must recognize the AUP.

When dealing with a difficult customer, which of these should not be done?

venting on social media

Never, no matter how difficult a client is, share anything about the encounter on social media. This can reflect poorly on you, the consumer, and, in the worst-case scenario, your organization.

When an incident report has taken place what is the first step in doing effective incident response?

Confirm that an incident happened.

The first step is to validate that an incident has occurred or is currently occurring. After you've recognized this, you may continue to the next phase in the incident response process.

What should he use to put out the fire in the following situation?
You see smoke coming from a server after hearing the fire alarm at work in the network room. When you shout out and beg him to stop, one of your coworkers is already attempting to pacify it with a bucket of water.

a class C fire extinguisher

You should always use special dry fire prevention or extinguishing chemicals for electrical fires such as carbon dioxide

What is the best description of the target of electrical grounding in the case that as the senior administrator, a new employee at the IT help desk has just started and you’ve been charged with showing him the ropes? The new employee asks you about the target of grounding of electrical systems while discussing general safety measures

a way to transport excess electrical discharge away from the connected components

From the device receiving the voltage, grounding provides a way to safely transport any excess electrical charges away. This avoids the electrical spike from immediately damaging the connected device.

What should you advise Josh if he overhears his IT manager arguing with a network administrator about how to properly dispose of computer equipment as she prepares to leave work for the day? The IT manager summons you to see disposal instructions, and you explain how the administrator may simply refer to the safety data page (SDS). The IT manager then asks you who administers the SDS.

OSHA

Within the United States, The SDS programs are overseen and administered by the Occupational Safety and Health Administration (OSHA). OSHA should be contacted if you have any questions or concerns regarding the SDS (previously MSDS). Note: As a consequence of OSHA's adoption of a new Hazard Communication Standard (HCS) that is more closely linked with industry standards, material safety data sheets (MSDS) are now referred to as "SDS," or "safety data sheets."

What kind of vacuum should he use to clean out the printer in the case that Jeff is in the back room at work, cleaning out one of the old printers with a shop vacuum. After walking in, you ask Jeff to stop immediately, informing him he could be damaging the printer components by using the shop vacuum.

specialized anti-static vacuum

Only specialized vacuums should be used when working inside computers or other electrical devices. Which are specially made so that they do not damage your electrical components.

Personally identifiable information (PII) would not include?

high school teacher name

Personally identifiable information (PII) would include your address, first and last name, social security number, date of birth, and employment details