Questions and Answers

Lesson 1 Review

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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?
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 that the “fixes” they recommended have made things even worse for him. How should you handle this?

Answers

1.	Communication skills Good DSTs communicate with users who have varying experience and job titles; explain technical problems to nontechnical users; obtain technical information from nontechnical users; explain in simple terms how the problem occurred, how to avoid it, and how the user can repair it on his or her own; and leave the user happy and satisfied, with the problem solved. Aptitude skills Good DSTs enjoy working with computers and new technologies and tinkering with computers in their spare time, and they see the big picture when diagnosing a problem. They have considerable capacity to solve problems quickly and are good at logic problems, puzzles, and finding solutions to difficult queries. Personal skills Good DSTs react calmly under pressure, meet deadlines, document problems and solutions, multitask, and work with end users who might become frustrated or who have had prior unresolved problems.
2.	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.	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 as simple a statement as “I’m sorry you are still having problems. Let’s 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’ll likely pick up valuable clues along the way, and it will give the user a chance to be heard and calm down.

Lesson 2 Practice Scenario

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1.

You are a technical support administrator at Proseware, Inc., which supports end users of video games. Proseware also runs online servers for its multiplayer games. You have been asked to divide support into three categories: help desk, administrator, and engineer. You have been told that the help desk will handle questions client-side concerning configuration issues within the game. Administrators will handle configuration problems that the help desk fails to solve and will handle all operating system and hardware issues. The engineer group will handle any technical problems that occur on the server.

Group the following list of tasks according to which support tier you think would handle them. Tiers include: 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

1.

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

Help desk, tier 1: Adjust display settings; adjust audio settings; register the product online; configure the game to play on a home network

Administrator, tier 2: Troubleshoot networking issues preventing a customer’s computer from connecting to the server; troubleshoot video driver problems; troubleshoot joystick problems

Engineer, tier 3: Deal with server crashes resulting from too many requests for service; troubleshoot registration problems that occur on the server

Lesson 2 Review

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1.	Briefly, what types of businesses, corporations, or companies would choose to configure a workgroup? A domain? A multiple domain? Why?
2.	Which of the following is not a job function of a tier 1 corporate desktop support technician? (Check all that apply.) Perform general troubleshooting of the operating system Perform general troubleshooting of operating system components, such as Internet Explorer and Outlook Express Troubleshoot network problems that do not directly affect the end user Install, configure, and upgrade software, including applications and operating systems 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
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, list all that apply. This network configuration is a logical grouping of computers created for the purpose of sharing resources such as files and printers. This network configuration does not use Active Directory services. This network configuration can include multiple domain controllers. This network configuration provides a single point of administration for security. This network configuration is easy to design and implement and is best configured for users in close proximity to one another.

Answers

1.	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-size 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.	A, B, and D correctly identify the duties of a tier 1 DST. C is incorrect because desktop support technicians 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 3.
3.	Workgroups, domains, and multiple domains. All networks are created for the purpose of sharing resources; it does not matter what logical grouping they use. Workgroup. Workgroups do not use a single point of administration database (domain controller) and therefore do not use Active Directory. Domains and multiple domains. Domain controllers are used in all types of domain configurations. Domains and multiple domains. There is not a single point of administration for security in workgroups, but there is in domains. 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

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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? (Check all that apply.) To walk users through re-creating their e-mail accounts or reconfiguring their Internet security settings To configure local security policies To answer phones and instruct users to reboot their computer, close and restart applications, and disconnect from and reconnect to the ISP To read from a script of questions and make decisions based on their answers To help users reinstall their e-mail clients
2.	Taking into account what you’ve 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.

Answers

1.	C and D are correct. A desktop technician’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 technicians.
2.	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 here than in 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.

Case Scenario 1.1

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1.

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

Answers

1.

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’ll also gain experience doing phone work. He’ll work with networks that are domains, and he’ll 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 1.2

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1.

Which of the following offer the best solutions to this problem? (Select two.)

1. Consider moonlighting two or three nights a week as a telephone call support technician. There you’ll 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’ll learn about e-commerce, and if you’re lucky, you’ll only have to deal with people face-to-face occasionally.

3. Take a course on interpersonal skills at your local community college. There you’ll 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 can’t be taught.

Answers

1.

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’ll learn some basic communication skills, and you’ll learn how to be polite and empathetic with a customer. At three days a week, the experience won’t 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 skills, ability, talent, and personal skills don’t always come naturally; with practice, experience, mental fortitude, and instruction, they can be learned.