PC Hardware

Lesson Summary: Staying on Top of Your Profession

The following points summarize the main elements of this lesson:

  • The customer is most important.
  • Keep good records.
  • Technical support can be provided at three levels: through a designated on-site user, telephone support, or on-site service. Categorizing jobs by these levels will make your work more efficient.

Tutorial Summary

The following points summarize the key concepts in this tutorial:

Becoming an A+ Technician

  • A computer technician must never stop learning.
  • Network with others in your field and learn how to get technical support when you need it.
  • To be effective, a computer professional requires a hardware toolkit, software toolkit, a technical library, and spare parts.
  • Effective troubleshooting requires approaching the problem in an organized and methodical manner. Make a plan and stick to it, and don't forget to document!

Customer Service

  • Good recordkeeping is the key to becoming an efficient and effective service provider.
  • Recognize the three levels of support-designated on-site user, telephone support, and on-site service-and know how to delegate to the appropriate level.
  • Providing outstanding customer service will be the key to your success.


  1. Name five ways to stay on top of your profession.
  2. How and where can you obtain technical support?
  3. What are the four categories of tools used by computer technicians?
  4. Which files are essential to include in a software toolkit?
  5. What are the five phases of troubleshooting?
  6. How important is record keeping?
  7. What are the three levels of technical support?
  8. Why is it important to standardize equipment in large organizations?
  9. What four stages should you go through when you receive a service call?
  10. Describe some ways of coping with a difficult client or coworker.
Find the answers here.