Summary

18 IT Essentials: PC Harware and Software Companion Guidetitle, the level-one technician’s responsibilities are fairly similar from one call center to thenext.The primary responsibility of a level-one technician is to gather pertinent information fromthe customer. The technician has to document all the information in the ticket or workorder. Here is some of the information a level-one technician must obtain:■■■■■■■■■Contact informationDescription of the problemPriority of the problemThe computer’s manufacturer and modelThe computer’s operating systemWhether the computer uses AC or DC powerWhether the computer is on a network and, if so, whether it is a wired or wireless connectionIf a specific application was being used when the problem occurredIf any new drivers or updates have been installed recently and, if so, what they areSome problems are very simple to resolve, and a level-one technician usually can take careof these without escalating the work order to a level-two technician.Often, a problem requires the expertise of a level-two technician. In these cases, the levelonetechnician must be able to translate the customer’s problem description into a succinctsentence or two that are entered into the work order. This translation is important so thatother technicians can quickly understand the situation without having to ask the customerthe same questions again. Table 10-10 shows how a customer might describe some of themost common problems and how a technician should document those problems.Table 10-10Customer and Technician ProblemsCustomer Problem DescriptionPrinter does not print.Mouse does not work.Cannot get onto the network.Monitor does not work.Computer does not turn on.Technician DocumentationThe printer prints a test page but does not printfrom a specified application.The mouse is dirty, and the user is unable to controlthe cursor.The user is unable to log in to the network.The monitor settings have been altered. No imagescan be seen on the screen.The computer does not boot to the Windows desktop.