Module Objectives
The following objectives are addressed in this module:
1. Support customers with professionalism and respect, in addition to your technical skills
2. Describe support systems and documentation that address issues of asset management, network
topology, ticketing systems, standard operating procedures, and change management
3. Grasp the complexity of diverse software environments, and prepare to work in these
environments.
WHAT CUSTOMERS WANT: BEYOND TECHNICAL KNOW-HOW
1. Provide instruction on the duties of an IT technician and the skills needed to be effective,
including:
a. being focused on customer satisfaction
b. be prepared, both technically and personally
c. working well with others
2. Emphasize the importance of proper communications with customers. Students should be
aware of basic etiquette, as well as the importance of communicating concepts in a clear and
precise manner.
Becoming a Competent and Helpful Support Technician
1. Discuss the traits that distinguish a competent and helpful technician from a technician who is
incompetent or unhelpful in the eyes of the customer:
a. Be dependable and reliable
b. Keep a positive and helpful attitude
c. Listen without interrupting your customer
d. Use proper and polite language
e. Practice sensitivity to cultural differences
f. Show patience and honor to those with physical disabilities
g. Take ownership of the problem
h. Portray credibility
i. Work with integrity and honesty
j. Know the law with respect to your work
k. Behave professionally
l. Dress professionally
m. Control your words
Plan for Good Service
1. Define internal customers and external customers and explain other characteristics that
should be noted for customers.
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2. Point out that the key to success is always the same: don’t allow circumstances or
personalities to affect your commitment to excellence and treat the customer as you would
want to be treated.
Initial Contact with a Customer
1. Explain that good on-site initial contact with a customer is dependent on acting
professionally and possessing the proper tools to finish a job.
2. Explain how to handle an initial phone call with a client and note what steps or procedures
might be followed in a call.
Interview the Customer
1. Discuss what information should be gathered from a customer when troubleshooting an
issue.
2. Emphasize the importance of getting a user to reproduce the problem they’ve experienced,
as the problem may be caused by a misunderstanding.
Set and Meet Customer Expectations
1. Explain how to set expectations for a customer, and give students examples of how to
deliver on those expectations.
Work With a Customer on Site
1. Discuss how to behave when working with a customer. Emphasize the need for keep client
information confidential. Encourage students to respect the personal workspace of the
customer when working on site.
2. Discuss the importance of providing educational help in addition to fixing a customer’s
problem.
1. Discuss how to provide proper instructions when helping users that may not understand
technical terms.
2. Note that if a customer is unable to locate or follow the instruction given, You should ask
the customer to read what is on the screen to get an idea of where the customer is.
3. Discuss with students to handle customer complaints or upset customers, and discuss ways
of responding to these situations.
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The Customer Decides When the Work Is Done
1. Discuss how to determine whether a problem has been fixed and allow the customer to decide if
the service is finished to their satisfaction.
1. Discuss how to work well with others and give tips on how students can improve coworker
relations, such as with proper conflict handling.
2. Explain how students should handle a situation in which they may not have the solution to a
customer’s problem.
DOCUMENTATION AND SUPPORT SYSTEMS
1. Define the tools that IT Technicians use to support customers:
a. Knowledge base
b. Asset management
c. Password policy
d. Network topology diagrams
e. Ticketing systems
f. Standard operating procedures
g. New-user setup checklist and end-user termination checklist
h. Regulatory compliance requirements
2. Discuss the use of call tracking software to ensure customer issues are resolved in a timely
manner.
Change Management
1. Define change management as a smooth transition from their current state to the project goal or
end result.
Purpose of Change
1. Explain to students that the purpose for the change must be clear and concise. Describe to
students how organizations may use a change request process.
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QUICK QUIZ 1
1. What term is used to describe software that controls a computer?
Answer: operating system (OS)
2. Which of the following contains information on asset suppliers, contract terms for preferred
suppliers, purchase orders, and delivery data?
a. Vendor End-of-Life
b. Root directory
c. Procurement life cycle
d. Globally Unique Identifier Partition
Answer: C
3. True or False: A drive can only have one primary partition.
Answer: False
4. The top of a top-down hierarchical structure of subdirectories is called what?
a. Base directory
b. Root directory
c. Top directory
d. Volume directory
Answer: B
5. True or False: Even though a computer running Windows might have multiple volumes, the
computer only has one root directory for all volumes combined.
Answer: False
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WORKING IN DIVERSE SOFTWARE ENVIRONMENTS
What All Operating Systems Do
1. Define how an operating system functions, noting that it facilitates communications between
users and applications and users and hardware.
2. Use Figure 11-13 to illustrate an operating system’s functionality.
3. List some of the functions of an operating system:
a. Provide a user interface
b. Manage files
c. Manage hardware
d. Manage applications
4. Discuss how Windows OS offers a graphical user interface (GUI) that uses graphics instead of a
command-driven interface. Mention that the desktop the Windows graphical interfaces
Popular Operating Systems
1. List the four most popular operating systems for workstations are Windows, macOS, Linux, and
Chrome OS.
2. Explain that IT support technicians should be a power user of Windows.
3. Discuss the comparable features of Windows and the macOS.
4. Point out that Linux is a secure OS and most distributions are free. It also takes up very little
space on the hard drive.
5. Mention to students that the Chrome OS is a relatively simple OS that works on personal devices.
How an OS Manages Hardware
Device Drivers
1. Describe how a device driver is a piece of software that is used by an operating system to
communicate with specific hardware.
Firmware on the Motherboard
1. Provide instruction on motherboards, which are the most important hardware component in a
computer.
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2. Explain that every motherboard has firmware that controls it and interfaces with the OS:
a. BIOS (basic input/output system) is an older version of firmware
b. UEFI (Unified Extensible Firmware Interface) is used by modern motherboards
3. Cover the three main functions the motherboard BIOS/UEFI provides:
a. system BIOS/UEFI
b. startup BIOS/UEFI
c. setup BIOS/UEFI
How an OS Manages a Hard Drive
1. Educate students on the low-level formatting process used to organize all bits contained in a hard
drive into a long series of logical blocks, also called logical block addressing (LBA).
2. Explain how the LBAs are further organized into partitions. Compare the two partitioning
systems:
a. the Master Boot Record (MBR) partitioning system
b. Use Figure 11-22 to explain the MBR
c. the Globally Unique Identifier Partition Table (GUID or GPT) partitioning system
d. Use Figure 11-23 to explain the GPT
How File Systems Work
1. Note that a file system must be installed before a partition can be accessed. Point out that
installing a file system on a volume is called formatting the drive.
Directory Hierarchical Structure of a File System
1. Use Figure 11-25 to illustrate the Directory Hierarchical Structure of a file system. Call
subdirectories, child directories, and the root directory to students’ attention.
2. Explain a root directory as the very base of a file system, under which all other directories are
subdirectories.
3. Emphasize how the root directory changes for different volumes. In other words, the root
directory for the C: volume is different from the root directory of the D: volume because each
volume has its own root directory.
4. Provide a more detailed explanation for what a subdirectory / child directory / folder is, and then
show how to find a subdirectory when given a path.
5. Explain how a filename is used to identify a file, while a file extension is used to identify the type
of file involved.
6. Encourage students to familiarize themselves with these file systems:
a. NTFS (New Technology File System)
b. FAT32 file system
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c.
d.
e.
f.
exFAT file system
ext3 (third extended file system)
ext4 (fourth extended file system)
APFS (Apple File System)
Compatibility between Operating Systems
1. Compare the types of partitioning and file systems supported by each of the four operating
systems previously mentioned. Review Table 11-1 with students to further discuss the operating
systems, partitioning systems, and file systems.
Types of OS Installations and Upgrades
1. Mention that installing, upgrading, and repairing OSs are common duties of an IT Technician.
Point out that it is essential to understand the type of installation being performed, how the
installation begins, and where the OS installation files are stored.
Clean Install, Upgrade, or Repair
1. Define a clean install as one that overwrites the existing operating system and applications.
2. Explain the differences between upgrades of the various operating systems - Windows, macOS,
Linux, and Chrome OS.
3. Review the possible reasons for needing to repair an operating system and the options available
for carrying out this task. Note to students that some hard drives contain a recovery partition that
can be used to restore the computer to the factory version.
Boot Methods
1. Educate students that the installation files are needed to perform many maintenance duties.
Explain that these installation files are provided by the OS manufacturer.
Vendor End-of-Life Limitation and Product Life Cycle
1. Students should know that many computers and operating systems continue to be used long after
the manufacturer declared their End-of-Life and support for the OS has ended.
2. Cover what to expect during the life cycle of the product for each of the four popular operating
systems - Windows, macOS, Linux, and Chrome OS.
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QUICK QUIZ 2
1. Which program tells the OS how to communicate with a piece of hardware?
a. kernel
b. device drivers
c. request for comments (RFC)
d. BIOS/UEFI
Answer: B
2. True or False: Windows uses the file extension to know which application to open to manage the
file.
Answer: True
3. Which of the following is a test environment where users can practice with data and processes
that won’t affect actual live data?
a. sandbox
b. graphical user interface
c. extended partition
d. rollback plan
Answer: A
4. When dealing with an irate customer, you should:
a. Defend yourself
b. Blame company policy
c. Listen and acknowledge the problem
d. Offer to call the customer at a later time
Answer: C
5. When should you escalate a problem?
a. When the problem is resolved
b. Before getting customer contact information
c. During the initial contact with a customer
d. When you lack access to more extensive resources
Answer: D
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Key Terms
acceptable use policy (AUP): documents a code of conduct for employees when using corporate
resources.
APFS (Apple File System): the default file system for macOS
asset ID: a unique identifier of hardware equipment tracked in the system
asset management: the process of tracking physical and digital assets, including end-user devices,
network devices, IP addresses, software licenses, and related licenses
asset tag: an ID and a theft-prevention plate used to track equipment
barcode: an image on a tags and plates that can be read by a laser scanner
BIOS (basic input/output system): an embedded firmware chip on a motherboard that stores its setup
information on the motherboard
boot priority order: the order of boot devices for startup BIOS/UEFI to search when looking for an
operating system to load
business casual: For men, it is neutral-colored dress slacks, khakis, polo shirt, tailored shirt, sweater,
dark socks, dress shoes, and/or optional sports coat and tie. For women, it is a blouse, tasteful sweater,
simple dress or skirt, slacks, closed-toe shoe, and tasteful jewelry
business formal: For men, it is matching jacket and slacks, shirt, and tie with dark socks and dress shoes.
For women, it is a dress pant or skirt with matching jacket.
change advisory board (CAB): meets on a regular basis to assess, prioritize, authorize, and schedule
changes
change management: a process to ensure that people affected by the change can make a smooth
transition from their current state to the project goal or end result.
child directory: See subdirectory
Chrome OS: an operating system by Google (google.com) is a relatively simple OS that works on
personal devices including tablets and laptops, called Chromebooks and desktops, called Chromeboxes
clean install: the installation of a new operating system and applications to overwrite the existing OS,
while not carrying forward any old problems
custom installation: Windows calls the setup program in a clean install
device driver: small programs stored on the hard drive that an operating system uses to communicate
with a specific hardware device
directory (or folder): object used to organize and access file storage
documented business processes: related activities that lead to a desired business goal
drive format: Installation of a file system on a drive
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end-user termination checklist: a list of steps for creating an end-user as part of the IT department’s
standard operating procedures
escalate: to pass the problem on to someone who is more experienced or has access to more extensive
resources
exFAT: the file system for large external storage devices that you want to use with other operating
systems
ext3 (third extended file system): the file system that was invented by Linux developers and was the
first to support journaling
ext4 (fourth extended file system): the current Linux file system
extended partition: the fourth non-primary partition of a hard drive
FAT32: the file system for small hard drives or USB flash drives
feature update: incremental OS updates that extend the life of a Windows version
file extension: the part of the name after the period
file name: the first part of the name before the period
file system: the overall structure the operating system uses to name, store, and organize files on a drive
folder: See directory
formatting (or high-level formatting): using Windows to install a new file system on a device or logical
drive in a process that erases all data on the device or drive
Globally Unique Identifier Partition Table (GUID or GPT): a newer partitioning system can support
any size hard drive with up to 128 partitions on the drive
graphical user interface (GUI): graphical interface used almost every OS
high-level formatting: See formatting
in-place upgrade: a system upgrade where the old OS is already in place
kernel: the part of the OS that is responsible for relating to hardware by way of device drivers and/or
firmware on the hardware
knowledge base: a collection of articles containing text, images, or video that give information about a
network, product, or service
Linux: a secure and extremely stable operating system that doesn’t take up much space on the hard drive
logical drive: volume that is tracked in its own partition table separately from the primary partitions
low-level formatting: the process of writing sector markings on a magnetic drive before it leaves the
factory
macOS: an operating system by Apple (apple.com) which comes installed on Apple desktops and
laptops. It is extremely easy to use, and its desktop interface is intuitive and beautiful.
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Master Boot Record (MBR): a method for partitioning a hard drive that allows for four partitions, and is
limited to 2 TB drives
mount point: In Linux terms, a subdirectory in the /media directory
network topology diagram: a map of a network’s topology
new-user setup checklist: a list of steps for creating new user as part of the IT department’s standard
operating procedures
NTFS (New Technology File System): a reliable and secure file system that supports encryption, disk
quotas, and file and folder compression
operating system (OS): software that controls a computer, and all operating systems have common
functions
partition table: a map of partitions stored at the beginning of the hard drive
path: the location of a file
primary partition: volumes of a hard drive
procurement life cycle: data needed to replace an aged asset
recovery partition: a volume that can be used to restore the computer back to its state when first
purchased
regulatory compliance requirements: relevant laws and other regulations that must be complied with
about how personal identity data can be kept and used
request for comments (RFC): a request for user feedback to the change
request form: a document that states what needs to be updated or changed but does not indicate how the
change will be executed
risk analysis: the process of identifying potential risks and deciding if the risks are worth the change
risk level: a numeric value ranking from 5 (highest risk) to 1 (lowest risk) that is assigned to each
potential risk
rollback plan: also called the back-out plan, defines the activities needed to recover to the original state
in the event of an aborted or failed change implementation
root directory: the volume at the top of the hierarchical structure of subdirectories
sandbox: an environment in which users can practice with data and processes that don’t affect the real
data and where mistakes have little consequence
scope of change: the plans for accomplishing the change
setup BIOS/UEFI: used to change motherboard settings
splash screen: also called a launch screen, the first screen a user sees when they open an app
standard operating procedures: detailed information on how to function in the organization, including
how to perform basic procedures, as well as more advanced procedures
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startup BIOS/UEFI: starts the computer and finds a boot device that contains an operating system
subdirectory (or child directory): object used to organize and access file storage, that are within
directories
system BIOS/UEFI: instructions for running essential hardware devices before an operating system is
started
third-party driver: a small program that allows an OS that does not support a particular file system to
read data on a computer using that file system
ticket: the entering of an incident request in a tracking system of customer calls
ticketing system: an application used to track support calls and give technicians a place to keep their call
notes
topology: refers to the pattern in which devices on a network are connected with each other
UEFI (Unified Extensible Firmware Interface): an embedded firmware chip on a motherboard that
stores its setup information on the motherboard and the hard drive
upgrade path: qualifying OSs that are also the latest version of Windows
Volume: a new logical drive in the system, it determines which file system the drive is using, assigns it a
drive letter
Windows.old folder: the folder in which the previous Windows settings and user profiles are collectively
stored after a Windows clean install
Windows: an operating system by Windows. It is the most popular workstation OS and installs on almost
all desktops and laptops.
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Discussion Questions
You can assign these questions several ways: in a discussion forum in your LMS; as whole-class
discussions in person; or as a partner or group activity in class.
1. Discussion: Handling Upset Customers
a. Duration: 15 minutes
b. Have a class discussion on the different ways students could handle upset customers. Suggest
specific scenarios as needed to start the discussion.
i. Some of the students may have already had experience in this area.
c. Could outlining the steps you’ll take to resolve the customer’s problem help the issue?
2.
Ask students if anyone has ever had to handle a customer who was overly confident. Discuss ways to
handle someone who might want to give advice or withhold information that they think you do not
need to know.
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