Computer Technician
Computer Trouble Shooting & Repair Process
Copyright © Texas Education Agency, 2013. All rights reserved.
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Course Objectives
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Utilize customer interpersonal skills
Diagnosing the problem
 User error
 Software
 Hardware
Filling out a computer repair work-order
Utilizing computer manuals and basic resources
Supplies and costs associated with the repair
Reporting the problem to the customer
Copyright © Texas Education Agency, 2013. All rights reserved.
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Interpersonal Skills
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Interpersonal skills are also known as people
skills
Proper utilization requires the use of active
listening, tone of voice, and the interactions
between individuals
There are two groups of people
you utilize these skills with
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Customers
Co-workers
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Customer Interpersonal
Skills
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Greet your customer to instill a favorable first
impression
Help unload the computer if needed
Ask about the problem
Allow the customer to explain
fully without interruption
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Diagnose the Problem
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Listen for clues from the customer to
ascertain if the problem is a quick fix or is
more involved.
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If it is a quick fix, resolve the issue at that time
If the problem is not, proceed to ask more
questions about the symptoms
Give the customer a timeframe as to when the
repair should be completed
Copyright © Texas Education Agency, 2013. All rights reserved.
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Questions to Ask the
Customer – User Error
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How is the machine setup at home?
Are you familiar with the software being
used?
How long has the problem been occurring?
Is there any information you can offer about
why the problem began?
What troubleshooting steps have you
attempted already?
How can you duplicate the issue?
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Troubleshooting –
Software/Hardware
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Once setup and user error are eliminated, the
problem is narrowed down to hardware or software
 If the problem is software related the repair often
can be completed in a shorter period of time
 Repair costs should be lower
 Hardware related repairs often require more time
to complete
 Hardware repairs also tend to cost more
Diagnose whether it’s hardware, software, or both
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Filling Out a Work Order
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Obtain the customer’s important contact
information
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Name
Phone
Address
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Filling Out a Work Order
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Computer information
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Make
Model
Serial #
Date problem arose
Initial diagnosis
Copyright © Texas Education Agency, 2013. All rights reserved.
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Filling Out a Work Order
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Explain to the customer the repair process
and cost associated with it
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Repair process
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Short term fix / Long term fix
Costs associated with the repair
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Diagnosis fee
Labor/time
Parts
Copyright © Texas Education Agency, 2013. All rights reserved.
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Filling Out a Work Order
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Obtain customer’s consent
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Customer signs work order
Inform customer you will contact them upon
verification of the problem with final costs to
complete the repair
Inquire if the customer would like the old
parts back
Verify the best means of contact and time of
day
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Utilizing Computer Manuals
and Basic Resources
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Begin by logging time of work on the work order
Identify the problem by using your own basic
knowledge
Consult with co-workers if you are unable to identify
the source of the problem
Utilize the manufacturers’ owners manual or online
database for frequently known issues with a
particular model
Utilize online resources (forums/discussion boards)
Copyright © Texas Education Agency, 2013. All rights reserved.
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Course of Action
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Map out a plan
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Collect the proper tools
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Identify what needs to be done
Software suite
Hardware replacement parts
Tools for removal and replacement of parts
Complete repair
Copyright © Texas Education Agency, 2013. All rights reserved.
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Checking of a Repair
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Reconnect and power up the computer
Attempt to duplicate the problem and verify
that the repair did resolve the problem
Restore any hardware/software settings if
necessary post-repair
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Screen resolution
User preferences
Previously installed files
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Perform Complimentary Computer
Performance Evaluation
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Clear temporary files from the computer
Update Operating System software
Investigate to see that the computer’s files and
Operating System are secure
 Anti-virus is installed
 Anti-virus is still active
 Malware is not being reported in the computer’s
activity log
Perform a quick evaluation to see if the computer has
any other potential hardware issues
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Follow-up Customer
Contact
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Notify the customer that the computer is ready for pick up
Explain the problem to the customer
If the computer showed any other issues, inquire as to how
the customer would like to proceed
Notify them of the final cost of the repair
Discuss any possible upgrades resulting from the
complimentary evaluation
 Install an active Anti-virus software
 Larger hard drive
 More computer memory for system performance
Verify time for customer to pick up their computer
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Closing Out a Work
Order
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Conclude a work order by
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Writing up a formal diagnosis of the problem
Steps taken to resolve the problem
List of hardware/software that was installed or
replaced
Time to complete repair
Documentation of any calls made to the customer
Itemized price breakdown of the repair
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Concluding the
Transaction
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Greet the customer as they enter to pick up their
computer
Walk through the work order with the customer
 Recap the diagnosis and what was done to
resolve the problem
 Explain the price breakdown of the repairs
 Review complimentary computer evaluation if
applicable
Ensure the customer is satisfied with the work
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Independent / Group
Work
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Pick one of the following two scenarios and explain completing a
work order from beginning to end
You may work independently or in pairs
Make sure to include
 Customer Greeting
 Diagnosing the problem
 How to fill out the initial work order
 Steps in repairing the computer
 You will only need to document the steps taken in finding a
solution, not the actual solution
 Post repair steps
 Customer pick up procedure
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Independent / Group
Work
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Scenario One
 Sally walks into the shop and explains that her PC
is running slowly. The computer has an antivirus
that came with it and has since lapsed. The
customer’s granddaughter gave the computer to her
and she doesn’t understand how to fix it.
Scenario Two
 Jon brings his laptop in because the computer
doesn’t last more than an hour on its battery before
it turns off.
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Exam Preparation
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An exam will be given over the material
presented in the presentation
Make sure to review your class notes and
these slides
A scenario will be given and will count for
60% of the exam
The remainder will be multiple choice and
true/false questions worth 40% of the exam
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