Week Three Lecture - A+ Guide to Managing and Maintaining...

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A+ Guide to Managing and Maintaining Your PC, 7e Chapter 3 Working with People in a Technical World
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2 Objectives Learn about some job roles and responsibilities of those who sell, fix, or support personal computers Learn what customers want and expect beyond your technical abilities Learn how to interact with customers when selling, servicing, and supporting personal computers
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3 Job Roles and Responsibilities PC support technician – Works on-site and closely interacts with users – Responsible for ongoing PC maintenance PC service technician – Pays service calls to customers Technical retail associate Responsible for selling computers Bench technician – Works in a lab environment Help-desk technician – Provides telephone or online support
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4 Certifications and Professional Organizations Benefits of certification and advanced degrees – Proof of competence and achievement – Enhanced job opportunities – A higher level of customer confidence – Qualification for other training or degrees Computing Technology Industry Association (CompTIA) – Most significant certifying organization for PC technicians – Sponsors A+ Certification Program and manages exams – CompTIA Web site: http://www.comptia.org
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5 Certifications and Professional Organizations (cont’d.) A+ Certification – Pass the A+ 220-701 exam • Covers hardware, operating systems, security, soft skills • Validates entry-level skills – Pass the A+ 220-702 exam A+ Certification industry recognition Other vendor specific certification programs – Microsoft, Novell, Cisco product certifications Ongoing education – Requires staying abreast of new technology
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6 Record-Keeping and Information Tools Working for a service organization – Tools for the job provided • Printed forms, online record keeping, procedures, manuals – Software provided • Programs supporting remote control of customers’ PCs • Control-F1 by Blueloop: http://www.blueloop.net/ • Windows XP/Vista Remote Assistance
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7 Record-Keeping and Information Tools (cont’d.) Other resources, records, information tools – Specific software or hardware supported – Copy of user documentation – More technical software or hardware documentation – Online help targeted to field/help-desk technicians
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This note was uploaded on 04/05/2011 for the course CINT 210 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

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Week Three Lecture - A+ Guide to Managing and Maintaining...

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