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xxiIdentify Common Preventive Maintenance Techniques for Security330Explain How to Update Signature Files for Virus Checkers andSpyware 331Explain How to Install Operating System Service Packs and SecurityPatches 332Troubleshoot Security 333Review the Troubleshooting Process 333Step 1: Gather Data from the Customer 333Step 2: Verify the Obvious Issues 334Step 3: Try Quick Solutions First 334Step 4: Gather Data from the Computer 334Step 5: Evaluate the Problem and Implement the Solution 334Step 6: Close with the Customer 335Identify Common Problems and Solutions 335Summary 337Summary of Exercises 337Check Your Understanding 338Chapter 10 Communication Skills 341Objectives 341Key Terms 341Explain the Relationship Between Communication andTroubleshooting 342Describe Good Communication Skills and Professional Behavior343Determine the Customer’s Computer Problem 344Display Professional Behavior with the Customer 344Focus the Customer on the Problem During the Call 346Talkative Customer 347Rude Customer 347Angry Customer 348Knowledgeable Customer 349Inexperienced Customer 349Use Proper Netiquette 349Implement Workstation Ergonomics and Time- and Stress-Management Techniques 350Workstation Ergonomics 350Time Management 351Stress Management 351
xxiiIT Essentials: PC Hardware and Software Companion GuideObserve Service Level Agreements (SLA) 352Follow Business Policies 354Explain Ethics and Legal Aspects of Working with ComputerTechnology 355Ethical Customs 355Legal Rules 355Describe the Call Center Environment and TechnicianResponsibilities 356Describe the Call Center Environment 356Describe Level-One Technician Responsibilities 357Describe Level-Two Technician Responsibilities 359Summary 360Summary of Exercises 361Check Your Understanding 361Chapter 11 Advanced Personal Computers 365Objectives 365Key Terms 365Give an Overview of Field, Remote, and Bench Technician Jobs366Explain Safe Lab Procedures and Tool Use 367Review Safe Working Environments and Procedures 368Review Names, Purposes, Characteristics, and Safe and AppropriateUse of Tools 369Identify Potential Safety Hazards and Implement Proper SafetyProcedures for Computer Components 370Describe Environmental Issues 371Describe Situations Requiring Replacement of ComputerComponents 372Select a Case and Power Supply 373Select a Motherboard 373Select the CPU and Heat Sink/Fan Assembly 374Select RAM 374Select Adapter Cards 376Select Storage Devices and Hard Drives 377Select Input and Output Devices 380
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CHAPTER 7Fundamental Printers and S
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CHAPTER 13Advanced Laptops and Port
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GlossaryThis glossary defines many
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ase station 3AppleTalk A protocol s
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desktop computer 7crosstalk Interfe
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dynamic routing 9Domain Name System
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floppy data cable 11FFast Ethernet
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network operating system 19multithr
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Regedit 23Printer Control Language
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three-claw part retriever 27surge s
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virtual memory 29Uninterruptible Po
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zero insertion force (ZIF) socket 3
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