• A Essentials Objectives
  • Number of Exam Questions
  • Video/Demo Time 2.2.1 Professionalism 3:01 Number of Exam Questions
  • Lab/Activity Install a UPS Number of Exam Questions
  • Section 2.1: Protection and Safety

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    Section 2.1: Protection and Safety


    This section examines the protection and safety of users and computers. Concepts covered include:

    • Recommendations to provide personal safety of users.

    • Awareness of hazardous issues.

    • Measures to protect against Electrostatic Discharge (ESD).

    • Proper disposal of equipment and hazardous chemicals.

    Students will learn how to:

    • Use an anti-static mat and strap to protect against ESD.

    • Implement appropriate grounding procedures.
    A Essentials Objectives:

    • 6.1 Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them

      • ESD

      • Electrical safety

        • CRT

        • Power supply

        • Inverter

        • Laser printers

      • Material Safety Data Sheets (MSDS)

      • Cable management

        • Avoiding trip hazards

      • Physical safety

      • Environmental - consider proper disposal procedures

    Lecture Focus Questions:

    • Which specific computer components require special care when handling to protect your safety?

    • What is the proper way to lift heavy objects?

    • How can ESD be a hazard to electronic computer components? 

    • What is the difference between a static-shielding bag and a static-resistant bag?

    • What steps can you take to reduce ESD if you do not have the proper equipment handy?

    • What is the MSDS? When would the information it provides be important?

    Video/Demo Time

    video2.1.1 Personal Safety 6:00
    video2.1.3 ESD 7:33
    demo2.1.4 Protecting Against ESD 4:54
    video2.1.6 Environmental Concerns 7:12
    Total 25:39

    Number of Exam Questions

    14 questions

    Total Time

    About 45 minutes

    Section 2.2: Professionalism


    This section provides information about acting in a professional manner when working as a PC technician. Concepts covered include:

    • Creating good first impressions.

    • Utilizing good communication skills.

    • Dealing with customers in a respectful manner.

    • Guidelines to follow when identify and resolving problems.

    A Essentials Objectives:

    • 6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace

      • Use proper language - avoid jargon, acronyms, slang

      • Maintain a positive attitude

      • Listen and do not interrupt a customer

      • Be culturally sensitive

      • Be on time

        • If late contact the customer

      • Avoid distractions

      • Dealing with a difficult customer or situation

        • Avoid arguing with customers and/or being defensive

        • Do not minimize customers' problems

        • Avoid being judgmental

        • Clarify customer statements

      • Set and meet expectations / timeline and communicate status with the customer

        • Offer different repair / replacement options if applicable

        • Provide proper documentation on the services provided

        • Follow up with customer / user at a later date to verify satisfaction

      • Deal appropriately with customers confidential materials

        • Located on computer, desktop, printer, etc.

    Lecture Focus Questions:

    • What specific things can you do to improve your people skills?

    • What actions and comments contribute to common stereotypes about PC technicians?

    • How does professionalism affect customer satisfaction?

    • How does respect affect your actions towards customers?

    • Why should you avoid jargon and acronyms when dealing with customers?

    • What should you do if you get a phone call while at a customer site?

    Video/Demo Time

    video2.2.1 Professionalism 3:01

    Number of Exam Questions

    13 questions

    Total Time

    About 20 minutes

    Section 2.3: PC Maintenance


    This section discusses considerations and guidelines that can be used to help maintain computer systems. Concepts covered include:

    • Environmental considerations to create the proper environment for computer systems.

      • Heating, ventilation, and air conditioning (HVAC)

      • Interference

      • Magnetic fields

    • Cleaning guidelines for a computer system.

    • Tips for maintaining a computer.

    • Types of power conditions.

    • Devices used to prevent power problems.

      • Surge protector

      • Line conditioner

      • Standby Power Supply (SPS)

      • Uninterruptible Power Supply (UPS)

    Students will learn how to:

    • Connect a UPS to your computer.

    • Configure UPS settings for notifications and shutdown.

    A Essentials Objectives:

    • 2.5 Given a scenario, integrate common preventative maintenance techniques

      • Physical inspection

      • Use of appropriate repair tools and cleaning materials

        • Compressed air

        • Lint free cloth

        • Computer vacuum and compressors

      • Power devices

        • Appropriate source such as power strip, surge protector or UPS

      • Ensuring proper environment

      • Backup procedures

    • 6.1 Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them

      • EMI

        • Network interference

        • Magnets

      • RFI

        • Cordless phone interference

        • Microwaves

      • Electrical safety

        • Matching power requirements of equipment with power distribution and UPSs

    Lecture Focus Questions:

    • Why is dust an enemy to a computer?

    • What will too much, or too little, humidity do to a computer?

    • When considering HVAC, what is the difference between a positive pressure system and a negative pressure system?

    • What causes EMI and what can be done to prevent problems with it?

    • How can a magnet affect a floppy disk or tape?

    • What types of materials can you use to clean internal PC components?

    • When is it important to use an anti-static vacuum?

    • How are backups related to preventive maintenance?

    • What is the difference between a surge and a spike?

    • Which type of device protects against over voltages?

    • What is the difference between the way an online UPS provides power to a system and an offline UPS provides power?

    Video/Demo Time

    video2.3.1 PC Maintenance 4:06
    video2.3.3 Protecting Power 15:40
    demo2.3.4 Configuring UPS Settings 6:16
    Total 26:02


    • Install a UPS

    Number of Exam Questions

    15 questions

    Total Time

    About 50 minutes

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    Section 2.1: Protection and Safety

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