IT Essentials v8 (ITE v6.0 + v7.0) Chapter 14 Test Online

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The primary responsibility of a level one technician is to gather pertinent information from a customer and to enter the information into a work order or ticket system.

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Compiled languages like C, C++, C#, and Java need to be converted into executable code using a compiler.

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== represents equal != represents not equal < represents less than > represents greater than <=r epresents less than or equal to >= represents greater than or equal to Because 8 is equal to 8, and the != operator is used, the resulting output is “false”.

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A script file is a simple text file written in a form of scripting languages to automate processes and tasks on various operating systems. The commands can be entered on the command line one at a time. A script file, however, provides a more effective way to execute multiple commands.

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The Windows administrator should use Secure Shell (SSH) TCP port 22. SSH allows the administrator to connect remotely and securely to the Linux workstation in order to safely authenticate and then perform updates on the workstation.

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Secure Shell (SSH) is a secure remote service that encrypts the entire session. The port number for SSH is TCP port 22.

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Both protected Health Information (PHI) and Electronic Protected Health Information (ePHI) includes patient name, addresses, visiting dates and more. The Health Insurance Portability and Accountability Act (HIPAA) regulates and provides severe penalties for breaches of PHI and ePHI.

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Personally identifiable information (PII) is any data that could potentially identify and track a specific individual. A credit card number and street address are the best examples of PII.

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Cyber law describes the collection of international, regional, country, and state laws that affect computer security professionals.

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An open source license is a copyright license for software that allows developers to modify and share the source code that runs the software. Open source software could be free to use or require purchase. In either case, users have access to the source code. Open source software could be used as personal software or deployed enterprise wide. User registration is an encouraged optional feature.

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Most personal software licenses allow a user to run the software on only one PC. Some personal software licenses allow a user to copy the software onto multiple PCs. These licenses usually specify that the copies cannot be run at the same time. Some personal software licenses are for commercial products that require purchase. There are personal software licenses for open source software that are free to use. Personal software licenses are intended for personal use of the product. Software to be deployed campus wide needs site licenses or enterprise licenses.

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When dealing with an angry customer a technician can help the customer focus on the problem by:Letting the customer explain the problem without interruption Sympathizing with the customer Apologizing for inconvenience The technician should avoid further angering the customer by:Putting the customer on hold Explaining what caused the problem

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On discovering illegal activity on a PC, the technician should report it through the proper channels as per company policy.

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The three rules to remember at the beginning of a conversation with a customer are these:Know your customer Create a one to one connection with your customer. Understand the knowledge level of your customer

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When dealing with an angry customer, listen and without interrupting let the customer explain the problem. Show sympathy. Apologize for the problem and its inconvenience.

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Straightforward tasks such as cleaning the mouse, changing printer toner, and checking cables can be managed by a level one technician. Typically, more complex tasks such as changing CMOS settings and running diagnostic software would be escalated to a level two technician.

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If a customer is too talkative, the technician should not interrupt the customer but attempt to regain control of the call by asking closed ended questions after customer is through speaking.

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When a problem cannot be resolved within a predetermined amount of time, the level one technician prepares an escalated work order. The level two technician receives the escalated work order with the description of the problem. The level two technician then calls the customer back to ask any additional questions and resolve the problem.

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There are rules that call centers generally use to cover the daily activities of their employees. These rules are designed to ensure that there is always adequate coverage for incoming calls, and that the customer is not unduly inconvenienced when working with the call center employees. A high rate of customer satisfaction is always a primary goal of any call center.

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To make any changes to a computer, a technician needs authorization from the customer. The presence of either another technician or other witnesses does not entitle the technician to either install or modify software, even if it is legal.

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All customer property is important, including files, phone lists, hardware and other data, and should be treated with respect. Any data should be considered as private and confidential.

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Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer.

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Evidence must be authenticated before it can be admitted in court. A chain of custody helps to authenticate the evidence by preventing tampering.

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A chain of custody created with accurate documentation can prevent evidence tampering so that the integrity of the evidence can be assured.

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A call center is a place that customers call to report problems with software or hardware. It may be an independent business that sells computer support as a service or it may exist within a company and offer service to both employees of the company and outside customers that use company products.

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The primary responsibility of a level one technician is to gather information from the customer. The level one technician needs to accurately enter all the information into the work order. When the problems are very simple to resolve, a level one technician can take care of these without escalating the work order. However, when a problem requires the expertise of a level two technician, the level one technician initiates an escalated work order so that a level two technician will be involved to solve the problem.

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A technician should always follow company policies for problem escalation, but in general a problem should be escalated to a level two technician anytime it involves an advanced procedure that could cause serious damage to user equipment, data loss, or cause a widespread outage. Also, if the technician does not have the necessary skills or tools to troubleshoot an issue effectively, the issue should be escalated to a level two technician.

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There are several change management process components that help changes, installations, and upgrades go more easily. The assessment component identifies the business processes that are affected and the costs and resources required.

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There are four broad categories of IT documentation: policies, operations, projects, and user documentation. Policy documentation is concerned with regulatory compliance with local, state, and federal regulations.

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Good customer service means meeting or exceeding customer expectations. Customers expect service technicians to be on time and to communicate if they will be late. Customers also appreciate a follow up communication after service is rendered.