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| A certification awarded by CompTIA (The Computer Technology Industry Association) that measures a PC technician’s knowledge and skills. |
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| A system that tracks the dates, times, and transactions of help-desk or on-site PC support calls, including the problem presented, the issues addressed, who did what, and when and how each call was resolved. |
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| When a technician passes a customer’s problem to higher organizational levels because he or she cannot solve the problem. |
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| Software that uses a database of known facts and rules to simulate a human expert’s reasoning and decision-making processes. |
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Reference manuals, included with software packages and hardware, that provide directions for installation, usage, and troubleshooting. The information
extends beyond that given in user manuals. |
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| An entry in a call-tracking system made by whoever receives a call for help and used to track and document actions taken. (Stays open until the issue is resolved.) |
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| works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them. |
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| Asking the user questions until you thoroughly understand the problem. |
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