Operational Procedures Part 2

End-user termination checklist. This ensures that when an employee leaves, their access to company systems, emails, and sensitive data is revoked. It helps prevent security risks by ensuring no unauthorized access after departure. It may include steps like disabling accounts, collecting company devices, and finalizing exit interviews to ensure a smooth and secure offboarding process. New-user setup checklist. This ensures that new hires receive the necessary equipment, software access, and credentials to perform their jobs efficiently. It may include steps like creating user accounts, granting permissions, setting up email, and providing onboarding training to streamline the process. Why the other options are incorrect: Splash screens are introductory screens in applications but have no direct role in onboarding or offboarding employees. Incident reports are used for documenting security breaches or workplace issues, not for managing new hires or terminations.

Ensure that all data is removed/destroyed. Before recycling or donating the old computer, it is crucial to wipe all sensitive data to prevent unauthorized access. This can be done through secure data-wiping software or by physically destroying the hard drive if needed. Remove it from the asset management inventory list. IT asset management systems track hardware usage and ownership. When a computer is decommissioned, it must be updated in the inventory records to reflect its disposal, ensuring accurate tracking of company assets. Why the other options are incorrect: Installing the new software update is unnecessary since the computer is being replaced due to its inability to support the new software. Taking it to the sandbox testing area is not relevant in this case, as sandbox environments are used for testing software in isolated conditions, not for decommissioning old hardware. By securely erasing data and updating asset records, organizations ensure data security and proper asset management when disposing of old equipment.

Ensure that all data is removed/destroyed. Before recycling or donating a computer, it is crucial to wipe all data securely to prevent unauthorized access to sensitive information. This can be done through data-wiping software or by physically destroying the hard drive. Remove it from the asset management inventory list. Asset management systems track company-owned devices. When a computer is decommissioned, it must be updated in the inventory to reflect its disposal, ensuring accurate records and compliance with IT policies. Why the other options are incorrect: Taking it to the sandbox testing area is unnecessary for a retired device. Sandbox environments are used for testing new software or security risks, not for handling old equipment. Installing the new software update is pointless since the computer is being replaced due to its inability to support the new software. By securely erasing data and updating asset records, organizations protect sensitive information and maintain an accurate inventory.

Scripts—especially ones written in PowerShell—have powerful access to system resources and settings. If not carefully written or reviewed, they can cause unintended consequences, such as: Inadvertently changing system settings: A script might alter network configurations, delete files, change user permissions, or tweak system policies—possibly disrupting normal operations. Browser or system crashes due to mishandling of resources: Poorly written scripts may create memory leaks, endless loops, or excessive CPU usage, potentially crashing the system or making it unresponsive. The other options: Automates backups – This is a beneficial use of scripting, not an unwanted impact. Saves time in remapping network drives – Also a positive result of scripting, not a risk. That’s why it’s always smart to review scripts—especially from new team members—before running them.

Scripts are powerful tools that automate tasks, but if not written or reviewed carefully, they can lead to undesirable consequences: Unintentionally introducing malware: If you download and run a script from an untrusted source, it might contain malicious code. This could lead to viruses, data breaches, or unauthorized access to your system. Inadvertently changing system settings: Scripts often make changes to system configurations or files. If a script has a mistake or is used incorrectly, it can accidentally alter critical system settings, leading to performance issues or security vulnerabilities. Why not the other options? Initiating updates – While this can be automated with scripts, it’s usually not considered undesirable if done properly and intentionally. Installing applications – Scripts can automate app installations, which is a common and intentional use in system administration or deployment processes. So, the risks lie in accidental or harmful changes, especially from poorly written or unverified scripts.

When you’re onsite with a client, your focus should be entirely on the task at hand and on maintaining a professional demeanor. Repeated phone notifications-even if personal-should not interrupt your service. • Turning your phone off and apologizing shows professionalism, respect for the client’s time, and accountability. • Ignoring your phone is also appropriate because it shows self-control and focus on your job, without making the moment about your personal life. Why the other options are incorrect: • Texting your friends back: • Even if quick, it’s unprofessional to engage in personal texting during a job. • Calling your friend: • That’s even more disruptive, and it completely shifts your attention away from the client and your responsibilities.

As the lead IT network engineer meeting with the CIO of a Fortune 500 client, it’s important to project professionalism, competence, and respect. High-level business meetings typically call for a business formal dress code: Matching suit coat and pants/skirt, tie if appropriate: Standard for business formal Conveys authority and professionalism Business formal attire: Includes suits, ties, dress shoes, and appropriate accessories Sets a tone of seriousness and respect for the high-level client relationship Why the other options are less appropriate: Business casual attire (e.g., khakis and polos or blouses): Too informal for a corporate-level meeting with a CIO Better suited for internal team meetings or less formal environments Khaki pants and polo shirt: Considered casual in professional business settings Does not reflect the formality expected in executive interactions

Actively listening means giving the speaker your full attention and confirming you understand their concerns. These two behaviors demonstrate active listening clearly: Repeating back for confirmation: Helps verify understanding Shows the client you’re engaged and taking them seriously Builds trust and rapport Taking notes and making eye contact: Taking notes ensures you capture important details Eye contact shows you are focused and respectful Why the other options are incorrect: Answering texts while listening: Appears distracted and unprofessional Tells the client they’re not your priority Walking to the computer and starting to open it while listening: Signals you’re not fully listening to their explanation Can lead to missed information and misunderstandings

Provide documentation on the services provided: This ensures the customer has a record of what was done, which is useful for tracking issues, billing, or future reference. It demonstrates transparency and professionalism. Follow up with the customer a few days later to ensure that they are satisfied: A follow-up shows that you care about their satisfaction, not just completing the task. It helps build trust and long-term relationships and can lead to repeat business or referrals. Why the other options are incorrect: Leave without saying anything: This is unprofessional and rude. Clear closure and communication are essential. Tell them to call you directly for cheaper service in the future: This is ethically inappropriate and could violate company policy. It undermines your employer and creates trust issues.

Modify the program to suit your needs: One of the core freedoms of open source software. You’re allowed to access and change the source code to fit your specific needs. Make copies but credit the original source, and redistribute it under the same license: Most open source licenses, like the GNU GPL, allow redistribution as long as you credit the original creators and use the same license (known as “copyleft”). Incorrect options: Resell the software to other people for a profit: While some open source licenses technically allow you to charge for distribution, it’s not common or practical for profit because the software is freely available elsewhere. Run only one copy on one machine: This is a restriction of proprietary software, not open source. Open source software can typically be installed and run on multiple machines without limitation. Conclusion: Open source software grants users the freedom to modify, use, and share the software — making it highly flexible and community-driven.

When placing multiple computers, the two most important environmental factors are: Temperature Airflow (ventilation) 1. In an open area at room temperature Good airflow: Open areas allow heat generated by computers to dissipate easily. Stable temperature: Room temperature is generally safe and within the operating range of most computer components. Prevents overheating: With enough space and ventilation, it’s easier to prevent heat buildup. 2. In the corner of a room that is 15 degrees colder than room temperature Cooler environment: Computers generate heat while operating, so a cooler room helps balance that and reduces the risk of overheating. Safe operating temperature: As long as the temperature is not too cold (e.g., not below 10°C/50°F), the cooler environment can be beneficial for performance and longevity of hardware. Why the Other Options Are Incorrect: In the corner of a room that is 15 degrees warmer than room temperature Too hot: Excess heat can cause overheating, performance throttling, or even hardware failure over time. In an enclosed kiosk Poor ventilation: Enclosed spaces trap heat. Without proper airflow, systems can overheat quickly, especially with multiple computers running.

An ESD (electrostatic discharge) strap is used to prevent static electricity from damaging sensitive computer components, such as RAM, CPUs, and motherboards. When working inside a desktop or laptop case, you are handling delicate electronic parts that can be destroyed by even a small static discharge. Wearing an ESD strap helps ground you and safely discharge any static buildup before touching these components. Why the other options are incorrect: “Working inside a power supply.” ? Incorrect. You should never wear an ESD strap when working inside a power supply because capacitors can store high voltage, and grounding yourself could lead to serious electric shock. “Working inside a laser printer.” ? Incorrect. Laser printers have high-voltage components, such as the corona wire and fuser unit, which can pose a shock hazard. It’s safer to discharge static without an ESD strap when working in these areas.

Bend at the knees and lift with your legs. This is the proper lifting technique to prevent back injuries. Lifting with your legs distributes weight safely, whereas bending at the waist can strain your lower back. For heavy items, get a partner to help you lift and/or use a cart to move the item. Team lifting reduces strain and prevents injuries. Using a cart or dolly makes it easier and safer to move heavy computer equipment without unnecessary physical stress. Why the other options are incorrect: “Bend at the waist and lift straight up.” ? Incorrect. This can cause serious back injuries due to improper weight distribution. “When lifting, lift objects as high as possible to avoid running into things.” ? Incorrect. Lifting objects too high increases the risk of dropping them and injuring yourself or damaging the equipment. Following these safety precautions ensures that you move computer equipment efficiently while avoiding strain or injury.

ESD straps Also known as antistatic wrist straps, these devices ground the technician, preventing electrostatic discharge (ESD) from damaging sensitive computer components. They ensure that any built-up static electricity is safely discharged before handling parts like RAM, CPUs, and video cards. ESD mats These are special mats that dissipate static electricity and provide a safe, grounded workspace for handling computer components. Placing components on an ESD mat helps prevent accidental static discharges. Why the other options are incorrect: A dehumidifier ? While low humidity can increase static electricity, using a dehumidifier removes moisture from the air, potentially worsening the problem. Instead, maintaining a moderate humidity level (around 40–60%) is ideal. Magnetic screwdrivers ? These can be useful for handling small screws but do not prevent ESD and, in some cases, could even cause damage to sensitive components if the magnetism interferes with hardware. To create a safe PC repair environment, always use ESD straps and mats when working with computer components.

Bend at the knees and lift with your legs. Proper lifting technique helps prevent back injuries. Bending at the waist can strain your lower back, whereas using your legs distributes the weight more safely. Tie back any loose jewelry, long hair, or neckties. Loose items can get caught on the computer, cables, or other objects, creating a hazard. Securing them prevents accidents and ensures a safe transfer of the equipment. Incorrect choices: “Bend at the waist and lift straight up” is incorrect because it increases the risk of back injury. “Leave the computer plugged in to avoid ESD” is incorrect because electrical safety protocols require unplugging devices before moving them. Instead, use proper grounding techniques to prevent electrostatic discharge (ESD).

Incremental backups are created faster than differential backups. Incremental backups only save the changes made since the last backup (whether full or incremental). This makes them smaller and faster to create. Differential backups, on the other hand, save all changes since the last full backup, so they grow larger over time and take longer to complete. Differential backups are simpler to restore than incremental backups. To restore a differential backup, you only need two backups: the full backup and the most recent differential backup. To restore an incremental backup, you must restore the full backup plus every incremental backup in order. This makes incremental restores more complex and time-consuming. Why the other options are incorrect: “Differential backups are created faster than incremental” ? Incorrect because differential backups grow in size over time and take longer than incremental backups. “Incremental backups are more fault-tolerant than differential backups” ? Incorrect because incremental backups require multiple files to restore, and if one is missing or corrupted, the entire backup chain can fail.

Why the other options are incorrect: Making them fill out request forms adds bureaucracy but does not help users accept the change. Not telling them and making the change over the weekend leads to confusion, frustration, and possible disruption when they return. By explaining the change and involving users in the process, organizations can minimize resistance, ensure smoother transitions, and boost user acceptance.