Part of Lesson Plan: Professionalism Skills of a PC Technician

Activity Overview / Details

The students will use the materials provided or the internet to complete the following worksheet.

The Professional PC Technician

Key Terms Worksheet

From your textbook, define the following key Terms from your chapter and answer the following Question from your chapter.

1.      A+ Certification –

2.      Call Tracking –

3.      Copyright –

4.      Escalate –

5.      Expert systems –

6.      Hard-disk loading –

7.      License -

8.      Site license -

9.      Technical documentation –

The Professional PC Technician

 Questions

1.      What is the value in obtaining certifications and advanced degrees?

2.      Why should a PC technician who needs credentials take the A+ Certification exams first?

3.      Why is it important to involve a customer in the problem-solving process?

4.      What is the difference between a license and a copyright?

5.      What is hard disk-loading?

6.      Describe two organizations dedicated to combating software piracy?

7.      Distinguish licenses from copyrights. Indicate that the PC technician has a duty to protect software copyrights. The potential for violation exists during the installation, upgrading, and customization of software.

8.      Present the guidelines that promote a positive phone support session.

9.      An on-site service call has a well-defined structure. This section is organized around the principal components of a good service call?

10.  Review the list traits of an exemplary PC technician?

11.  What is a good strategy to follow if a conflict arises between you and your customer?

12.  Name the four job roles that can be categorized as a PC Technician.

13.  What do you do after you finish a PC repair?

14.  When someone calls the helpdesk, what is the first thing you should do?

15.  What organization offers A+ Certification?

16.  List the characteristics of good service?

17.  List the traits of an exemplary PC technician?

18.  If you are about to make an on-site call to a large organization, is it appropriate to show up in shorts and a T-shirt?  Why or why not?

19.  What is the advantage of purchasing a site license?

20.  Why is it important to be a certified technician?