Questions and Answers

Lesson 1 Review

1. Give yourself five minutes to list as many traits as you can that relate to the three categories listed here:

   • Communication skills

   • Aptitude skills

   • Personal skills

2. You are working as a tier 1 support technician. You are speaking to a user whom you quickly assess as being highly experienced. The user starts the conversation by telling you what she has already tried and what she suspects is the cause of her problem. What is the likely outcome of this support call?

   If you think the user is right in her assessment of the problem, it is likely that you will escalate her call quickly unless it is a simple service that you can provide.

3. You are speaking with a user who has been on hold for nearly 20 minutes. The first thing the customer tells you is that he has already spoken with two other DSTs that day, and the “fixes” they recommended have made things even worse for him. How should you handle this?

   Of course, your first goal is to be polite and respectful. It is likely that the user will be confrontational about your suggestions and maybe even about your qualifications. Stay calm. You can often put a person at ease with a statement as simple as, “I am sorry you are still having problems. Let us see what we can do about them.” Give the user a chance to tell the story of what has happened and what the other DSTs have recommended. You will likely pick up valuable clues along the way, and it will give the user a chance to be heard and to calm down.

Lesson 2 Practice: Identify Tasks in a Corporate Environment

Group the following list of tasks according to which support tier you think would handle them. (Tiers are tier 1—Help Desk, tier 2—Administrator, and tier 3—Engineer.)

• Adjust display settings.

• Troubleshoot video driver problems.

• Troubleshoot registration problems that occur on the server.

• Adjust audio settings.

• Troubleshoot joystick problems.

• Configure the game to play on a home network.

• Troubleshoot networking issues preventing a customer’s computer from connecting to the server.

• Register the product online.

• Deal with server crashes resulting from too many requests for service.

  Answers will vary widely, but following are some of the types of activities that each level will handle:

  Tier 1—Help Desk

  • Adjust display settings.

  • Adjust audio settings.

  • Register the product online.

  • Configure the game to play on a home network.

  Tier 2—Administrator

  • Troubleshoot networking issues preventing a customer’s computer from connecting to the server.

  • Troubleshoot video driver problems.

  • Troubleshoot joystick problems.

  Tier 3—Engineer

  • Deal with server crashes resulting from too many requests for service.

  • Troubleshoot registration problems that occur on the server.

Lesson 2 Review

1. Briefly, what types of businesses, corporations, or companies would choose to configure a workgroup? A domain? A multiple domain? Why?

   Small businesses and home users generally choose workgroups because they are easy to set up and maintain while still offering the security they need. Medium-sized companies and larger corporations choose domains because of their single point of administration for security and their Active Directory features. Domains are much more secure than workgroups, and security is extremely important in these settings. Large multinational corporations or corporations that have merged use multiple domains so that each country or merged business can control its own networks.

2. Which of the following is not a job function of a tier 1 corporate desktop support technician? (Choose all that apply.)

   1. Perform general troubleshooting of the operating system.

   2. Perform general troubleshooting of operating system components, such as Internet Explorer.

   3. Troubleshoot network problems that do not directly affect the end user.

   4. Install, configure, and upgrade software, including applications and operating systems.

   5. Set group or local security policies for end users, including which security settings a user should have, and determine what he or she can or cannot access on the network.

   a, b, and d correctly identify the duties of a tier 1 DST. c is incorrect because DSTs troubleshoot only problems that directly affect end users; they are not responsible for the company’s network. e is incorrect because DSTs do not set security policies; that work is done by network administrators in tier 2 or tier 3.

3. For each of the following descriptions, decide whether each refers to a workgroup, a domain, or multiple domain network configurations. If the description applies to more than one network configuration, list all that apply.

   1. This network configuration is a logical grouping of computers created for the purpose of sharing resources such as files and printers.

   2. This network configuration does not use Active Directory services.

   3. This network configuration can include multiple domain controllers.

   4. This network configuration provides a single point of administration for security.

   5. This network configuration is easy to design and implement, and is best configured for users in close proximity to one another.

   6. Workgroups, domains, and multiple domains. All networks are created for the purpose of sharing resources; it does not matter what logical grouping they use.

   7. Workgroup. Workgroups do not use a single point of administration database (domain controller), so they therefore do not use Active Directory.

   8. Domains and multiple domains. Domain controllers are used in all types of domain configurations.

   9. Domains and multiple domains. There is not a single point of administration for security in workgroups, but there is in domains.

   10. Workgroup. Workgroups are best used for small groups of computers that are in close proximity to one another. It is the easiest type of logical network to configure.

Lesson 3 Review

1. You have just gotten a job at an ISP and have been assigned a tier 1 position. Which of the following can you expect in your first week at work? (Choose all that apply.)

   1. To walk users through re-creating their e-mail accounts or reconfiguring their Internet security settings

   2. To configure local security policies

   3. To answer phones and instruct users to reboot their computer, close and restart applications, and disconnect from and reconnect to the ISP

   4. To read from a script of questions and make decisions based on users’ answers

   5. To help users reinstall their e-mail clients

   c and d are correct. A DST’s first week will require that he or she be placed in the lowest level of the larger tier 1 group. The job duties and responsibilities at this level are minimal; c and d define these clearly. a, b, and e are more complex tasks that are performed by tier 2 or 3 DSTs.

2. Taking into account what you have learned about workgroups and domains, network topologies, corporate and noncorporate tier structures, call center environments, hands-on repair shops, and ISPs, describe which environment you would most like to work in. Cite five reasons for your decision.

   Sample answer: I want to work in a corporate environment because I want to learn more about domains, domain controllers, and Active Directory; I want to learn about security, scalability, and databases; I see more room for advancement than any other option; I want to have health insurance and a pension plan; I am sure I do not want to work in a call center.

Lesson 4 Review

1. Questions asked of clients often trigger quick solutions to basic problems. Match the question on the right to the solution it triggered on the left.

   1. Who is affected by this problem?

   2. When was the first time you noticed the problem? Was it after a new installation of software or hardware?

   3. Has the user recently deleted any files or performed any maintenance?

   4. How did this problem occur?

   1. The user states that she recently deleted all temporary files and cookies from her computer, explaining why she is no longer able to automatically sign in to websites she visits.

   2. John cannot send or receive messages using Outlook. It is determined that the problem is related only to his configuration of Outlook because other users who log onto the same computer under a different account can use Outlook to send and receive e-mail messages without any problem.

   3. The keyboard keys are sticky because coffee was spilled on the keyboard.

   4. The user states that the first time the computer acted strangely was after he installed a new screen saver.

   1-b is correct. Because only one person is affected by this problem, the “who” question produces a solution to the problem. John’s configuration of Outlook must need attention. 2-d is correct because asking “when” produces the information needed to solve the problem. The problem occurred after the user installed a screen saver. 3-a is correct because asking what has been deleted recently produces the cause of the problem. The user recently deleted cookies and temporary files. 4-c is correct because the question “how” produces the simple answer to why the keys are sticky.

2. Decide where to look first for solutions to the problems that are listed here. Match each question on the left to the appropriate choice on the right.

   1. After a recent upgrade to Windows XP Professional, a user’s scanner no longer functions as it should. The user remembers that the scanner was listed as incompatible during the upgrade, and you believe that it might be a driver issue. Where will you likely find the new driver?

   2. A user cannot access a network application. The application was designed specifically for the company and is not a Microsoft product or any other common third-party application. Where will you likely find information about this application?

   3. You have searched the Knowledge Base and TechNet for the solution to a problem, but have not had any luck. Where should you look now?

   4. You need to search through the latest security bulletins to find out whether the problem you are having is related to a known security problem. Which online resource offers access to these bulletins?

   5. You need to find out why a home user’s camera does not work with the Windows Picture And Fax Viewer. Specifically, the Rotate tool causes the computer to freeze up each time it is used. Where should you look first?

   6. You want to access the Hardware Troubleshooter to resolve a problem with a user’s sound card. Where can this troubleshooter be found?

   1. Newsgroup

   2. TechNet

   3. Knowledge Base

   4. Manufacturer’s website

   5. Company documentation

   6. Help And Support Center

   1-d is correct. Manufacturers often offer new drivers when new operating systems become available. 2-e is correct. Because the application is a company product, the company documentation offers the best place to search for answers. 3-a is correct. After searching the Knowledge Base and TechNet, newsgroups are a good place to look. 4-b is correct. TechNet offers these resources. 5-c is correct. The Knowledge Base offers information about known issues between the operating system and third-party hardware and software. 6-f is correct. The Hardware Troubleshooter is available from the Help And Support Center.

3. Create three simple questions you could ask an end user who is having a problem accessing data on the network server, which would in turn provide answers to common connectivity problems. Explain what each solution might uncover. For instance, a yes answer to the question, “Has the computer been moved or bumped recently?” could indicate that a network card is loose inside the computer.

   The specific questions that you might ask will vary, but the following are typical questions that you could ask:

   • Have you or anyone else who uses the computer changed any settings recently? Changes to computer settings such as the computer name can render a computer unable to connect.

   • Is the network cable plugged in to both the computer and the outlet or hub?

   • Did you log on properly when the computer booted up? Failing to log on to the domain will cause access to network resources to be denied.

Case Scenario Exercises: Scenario 1.1

1. What type of entry-level job do you think is best for John while he works to meet his goals? Why?

   Although answers will vary, a corporate job might be the best thing for John. There, he can gain some hands-on experience with clients at their desks, but he will also gain experience doing telephone work. He will work with networks that are domains, and he will have the opportunity to enhance his hands-on skills by checking physical connections and cards and repairing general computer problems. John will also learn how to communicate with many types of people with many levels of experience, thus gaining the personal traits required of a good DST.

Case Scenario Exercises: Scenario 1.2

1. Consider moonlighting two or three nights a week as a telephone call support technician. There, you will learn some of the basic personal skills required of a good DST.

2. Quit the repair shop, and go to work immediately for an ISP. You can learn to create websites, you will learn about e-commerce, and if you are lucky, you will have to deal with people face-to-face only occasionally.

3. Take a course on interpersonal skills at your local community college. There you will learn basic communication skills, such as how to listen and how to converse effectively with all types of people.

4. Consider a different line of work. Communication skills, ability, talent, and personal skills come naturally to good DSTs and cannot be taught.

   a and c are the best answers to this question. a is correct because you will learn how to deal with people over the phone, you will learn some basic communication skills, and you will learn how to be polite and empathetic with a customer. At two or three nights a week, the experience will not be too stressful. c is correct because interpersonal skills can be learned, and taking a class can help you improve in this area. b and d are incorrect. Quitting and considering a different line of work are drastic ways to deal with this situation. Communication and personal skills do not always come naturally, but, like technical skills, you can learn them with practice, experience, mental fortitude, and instruction.

Case Scenario Exercises: Scenario 1.3

1. Which of the following solutions (they are all valid) is best under these circumstances?

   1. Tell the user to join a printer newsgroup and ask other users for advice.

   2. Tell the user to open Help And Support Center, locate the printer troubleshooter, and work through the options. There is an option to allow Windows to investigate the problem, and this might produce a solution.

   3. Tell the user to visit http://www.windrivers.com and download a new driver for the printer.

   4. Tell the user to uninstall and reinstall the printer.

      b is the correct answer. The Help And Support Center offers many valuable troubleshooters that both DSTs and end users can employ. a, c, and d are not the best choices under these circumstances because they will not quickly produce a dependable, acceptable, and valid solution.