Lesson Plan
Course Title: Computer Technician
Session Title: Computer Troubleshooting & Repair Process
Lesson Duration: Three to four 1 hour sessions with an additional 1 hour session for the exam
[Lesson length is subjective and will vary from instructor to instructor]
Performance Objective:
Upon completion of this lesson, the student will be able to complete a trouble ticket for a
customer using appropriate communication and technical skills.
Specific Objectives:




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The student will be able to complete paperwork and work-orders related to customer
concerns
The student will be able to list steps in diagnosing the problem associated with the workorder
The student will be able to estimate supplies, materials, and costs associated with the workorder
The student should be able to repair the problem utilizing technical manuals and basic
computer resources
The student will be able to close out the work order
Preparation
TEKS Correlations:
This lesson, as published, correlates to the following TEKS. Any changes/alterations to the
activities may result in the elimination of any or all of the TEKS listed.
130.275(c) Computer Technician
(3) The student relates core academic skills to the requirements of computer technologies. The
student is expected to:
(B) complete work orders and related paperwork for repair and installation;
(C) estimate supplies, materials, and labor costs for installation, maintenance, and repair
work orders; and
(D) read and interpret technical documentation such as schematics, drawings, charts,
diagrams, technical manuals, and bulletins.
(10) The student provides support to computer users to maintain service. The student is
expected to:
(B) identify customer need and formulate a support plan;
(E) use hardware and software diagnostics.
Instructor/Trainer
References: Content Developer Knowledge
IT: Computer Technician – Computer Troubleshooting and Repair Plan
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Instructional Aids:
1. Computer Troubleshooting and Repair Process Presentation
2. Computer Troubleshooting and Repair Process Exam
3. Computer Troubleshooting and Repair Process Exam - KEY
Materials Needed:
1. Sample trouble tickets
2. Computer Manual
3. Copies of Exam
Equipment Needed:
1. Projection system for presentation
2. Computer with Internet access
Learner
Students should refer to Presentation, curriculum material, and class notes for
completing a trouble ticket. It is recommended that students have retained a high degree
of interpersonal skills and knowledge from prior courses or curriculum documents.
Introduction
MI
Introduction (LSI Quadrant I):
•
Ask: How many of you have had a problem with your computer that you
haven’t been able to fix yourself?
o Most likely their answers will be yes.
Ask: What was your experience with the business where you took your
computer to be repaired?
o The responses should be mixed; some will be positive, some mixed,
and a few negative.
Say: If you are going to be involved in the Information and Technology
industry, the likelihood of you having to complete a trouble ticket is pretty
high. Over the course of the next few sessions, we are going to discuss how
to complete a trouble ticket, from beginning to end, using appropriate
interpersonal and technical skills.
•
•
Outline
MI
Outline (LSI Quadrant II):
Instructor Notes:
Note: Instructors can use the presentation slides and
notes with the following outline
I.
Course Objectives (Slide 2)
II. Interpersonal Skills
A. Definition (Slides 3-4)
III. Diagnose the Problem (Slide 5)
A. Questions to ask the Customer (Slide 6)
IT: Computer Technician – Computer Troubleshooting and Repair Plan
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B. Troubleshooting Software/Hardware (Slide 7)
IV. Filling out the Work Order
A. Customer’s Contact Information (Slide 8)
B. Computer information (Slide 9)
C. Explaining the repair process (Slide 10-11)
V. Repairing the computer
A. Resources (Slide 12)
B. Plan (Slide 13)
C. Check the repair (Slide 14)
D. Performance Enhancement Check (Slide 15)
E. Follow up with customer (Slide 16)
VI. Closing out the work order (Slide 17)
A. Concluding the transaction (Slide 18)
VII. Independent / Group work (Slides 19-20)
VIII. Exam Preparation (Slide 21)
Application
MI
Guided Practice (LSI Quadrant III):
The teacher will demonstrate the process of completing a trouble ticket from
beginning to end using the presentation and role-playing with students.
MI
Independent Practice (LSI Quadrant III):
The teacher will provide students with a scenario of their own to complete.
Students will be using the appropriate sequence of the trouble ticket process and
troubleshooting techniques to find a solution for the hypothetical customer.
Summary
MI
Review (LSI Quadrants I and IV):
Ask the students a summary question.
1. What are the parts of a trouble ticket?
2. Why is it important to have intrapersonal skills when interacting with
customers?
3. What are some resources you can utilize to troubleshoot the problem?
4. Once you diagnose the problem, what are the steps that follow?
Evaluation
MI
Informal Assessment (LSI Quadrant III):
The instructor will monitor student progress during the independent practice and
answer any questions that groups may have as they work through the scenarios.
IT: Computer Technician – Computer Troubleshooting and Repair Plan
Copyright © Texas Education Agency, 2013. All rights reserved.
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MI
Formal Assessment (LSI Quadrant III, IV):
The instructor will utilize the Computer Troubleshooting and Repair Process Exam
and Exam Key.
Extension
MI
Extension/Enrichment (LSI Quadrant IV):
Students should visit two local computer repair businesses and interview an
employee to find out how the business handles a trouble ticket. Students should
also include a copy of the specific trouble ticket that the business uses and
compare the trouble tickets from two businesses visited.
Icon
MI
Verbal/
Linguistic
Logical/
Mathematical
Visual/Spatial
Musical/
Rhythmic
Bodily/
Kinesthetic
Intrapersonal
Interpersonal
Naturalist
Existentialist
Teaching Strategies
Personal Development
Strategies
Lecture, discussion, journal
writing, cooperative learning,
word origins
Reading, highlighting, outlining,
teaching others, reciting information
Problem solving, number
games, critical thinking,
classifying and organizing,
Socratic questioning
Mind-mapping, reflective
time, graphic organizers,
color-coding systems,
drawings, designs, video,
DVD, charts, maps
Use music, compose songs
or raps, use musical
language or metaphors
Organizing material logically, explaining
things sequentially, finding patterns,
developing systems, outlining, charting,
graphing, analyzing information
Developing graphic organizers, mindmapping, charting, graphing, organizing
with color, mental imagery (drawing in
the mind’s eye)
Use manipulatives, hand
signals, pantomime, real life
situations, puzzles and board
games, activities, roleplaying, action problems
Reflective teaching,
interviews, reflective listening,
KWL charts
Cooperative learning, roleplaying, group brainstorming,
cross-cultural interactions
Natural objects as
manipulatives and as
background for learning
Socratic questions, real life
situations, global
problems/questions
Creating rhythms out of words, creating
rhythms with instruments, playing an
instrument, putting words to existing
songs
Moving while learning, pacing while
reciting, acting out scripts of material,
designing games, moving fingers under
words while reading
Reflecting on personal meaning of
information, studying in quiet settings,
imagining experiments, visualizing
information, journaling
Studying in a group, discussing
information, using flash cards with
other, teaching others
Connecting with nature, forming study
groups with like minded people
Considering personal relationship to
larger context
IT: Computer Technician – Computer Troubleshooting and Repair Plan
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Computer Technician
Name
Date
Computer Trouble Shooting & Repair Process Exam
True/False 1 point each: Indicate if the statement is True (T) or False (F) in the space
provided.
_____ 1. Greeting your customer is a way to utilize positive intrapersonal skills.
_____ 2. You should always get a customer’s verbal and written consent on a work
order before proceeding.
_____ 3. A customer’s contact information includes their name, computer type, and
address.
_____ 4. Before completing a repair, you should always power the computer up and
verify the problem is resolved.
_____ 5. If a repair problem is software based, it will likely be more expensive.
Multiple Choice 5 points each: Select the letter choice that best completes the
statement or question.
_____ 6. When diagnosing a computer problem you should rule out the problem in this
order:
a. Software, Hardware, User Error
b. User Error, Hardware, Software
c. User Error, Software, Hardware
d. Hardware, Software, User Error
_____ 7. _________ skills are also known as people skills.
a. Verbal
b. Auditory
c. Intrapersonal
IT: Computer Technician – Computer Troubleshooting and Repair Plan
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d. Interpersonal
_____ 8. The best way to ascertain if a problem can be fixed quickly is to:
a. Send it back to the manufacturer
b. Listen to the customer for clues
c. Suggest the customer purchase a new computer
d. Troubleshoot the device without customer assistance
_____ 9. Questions you might ask to verify if the problem is user error are:
a. How long has the problem been occurring
b. Are they familiar with the software on the computer
c. What troubleshooting steps have they tried
d. All of the above
_____ 10. When repairing a computer, if you are unable to diagnose a problem with
personal knowledge you should:
a. Consult a co-worker
b. Call the customer and ask them
c. Disassemble the computer
d. Reinstall the operating system
_____ 11. Possible upgrades computers often require are:
a. More memory
b. Larger hard drive
c. Larger screen
d. A and B
_____ 12. When wrapping up a work order and you have reviewed the repair with the
customer you should:
a. Recommend what computer they should buy next
b. Ensure that the customer is satisfied
c. Skip the expense break down; it just makes them angry
d. Call them once a week to make sure the problem is fixed
Essay 60 points: Complete the following scenario from beginning to end.
13. Henry brought his computer in because he keeps trying to load his digital
photographs onto the computer’s hard drive. The computer keeps giving him an error
message that states that the computer has run out of memory. Be specific in your
description as to what you would do from the point Henry walks into your shop for the
first time to when he returns to pick his computer back up.
IT: Computer Technician – Computer Troubleshooting and Repair Plan
Copyright © Texas Education Agency, 2013. All rights reserved.
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Computer Technician
Name
Date
Computer Trouble Shooting & Repair Process Exam
Key
True/False 1 point each: Indicate if the statement is True (T) or False (F) in the space
provided.
___F__ 1. Greeting your customer is a way to utilize positive intrapersonal skills.
___T__ 2. You should always get a customer’s verbal and written consent on a work
order before proceeding.
___F__ 3. A customer’s contact information includes their name, computer type, and
address.
___T__ 4. Before completing a repair, you should always power the computer up and
verify the problem is resolved.
___F__ 5. If a repair problem is software based, it will likely be more expensive.
Multiple Choice 5 points each: Select the letter choice that best completes the
statement or question.
___C__ 6. When diagnosing a computer problem you should rule out the problem in
this order:
a. Software, Hardware, User Error
b. User Error, Hardware, Software
c. User Error, Software, Hardware
d. Hardware, Software, User Error
___D__ 7. _________ skills are also known as people skills.
a. Verbal
b. Auditory
IT: Computer Technician – Computer Troubleshooting and Repair Plan
Copyright © Texas Education Agency, 2013. All rights reserved.
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c. Intrapersonal
d. Interpersonal
___B__ 8. The best way to ascertain if a problem can be fixed quickly is to:
a. Send it back to the manufacturer
b. Listen to the customer for clues
c. Suggest the customer purchase a new computer
d. Trouble shoot the device without customer assistance
___D__ 9. Questions you might ask to verify if the problem is user error are:
a. How long has the problem been occurring
b. Are they familiar with the software on the computer
c. What troubleshooting steps have they tried
d. All of the above
___A__ 10. When repairing a computer, if you are unable to diagnose a problem with
personal knowledge you should:
a. Consult a co-worker
b. Call the customer and ask them
c. Disassemble the computer
d. Reinstall the operating system
___D__ 11. Possible upgrades computers often require are:
a. More memory
b. Larger hard drive
c. Larger screen
d. A and B
___B__ 12. When wrapping up a work order and you have reviewed the repair with the
customer you should:
a. Recommend what computer they should buy next
b. Ensure that the customer is satisfied
c. Skip the expense break down, it just makes them mad
d. Call them once a week to make sure the problem is fixed
Essay 60 points: Complete the following scenario from beginning to end.
13. Henry brought his computer in because he keeps trying to load his digital
photographs onto the computer’s hard drive. The computer keeps giving him an error
message that states that the computer has run out of memory. Be specific in your
description as to what you would do from the point Henry walks into your shop for the
first time to when he returns to pick his computer back up.
An essay that receives all 60 points will include these twenty concepts, each worth three
points apiece.
IT: Computer Technician – Computer Troubleshooting and Repair Plan
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1. Customer greeting
2. Listening to the customer
3. Listening for clues to see if it is a quick fix
4. Ascertain if the problem is user error
5. Give the customer a time frame
6. Collect the customer’s personal information
7. Collect the computer’s information
8. Explain the repair process, including costs
9. Prepare a work order
10. Utilize a computer manual or basic resource
11. Ascertain what the problem is
12. Collect the proper tools and complete the repair
13. Verify the repair is completed
14. Perform a basic evaluation of the computer
15. Notify the customer the repair is complete
16. Explain the problem the computer was having
17. Close out the work order
18. List on the work order what was replaced/installed
19. Recap with the customer the repair at pick up
20. Ensure the customer is satisfied with the repair
IT: Computer Technician – Computer Troubleshooting and Repair Plan
Copyright © Texas Education Agency, 2013. All rights reserved.
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