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CIT165 Ch 3

CIT165 Chapter 3 - Working with People

A+ Certification A certification awarded by CompTIA (The Computer Technology Industry Association) that measures a PC technician’s knowledge and skills.
call tracking A system that tracks the dates, times, and transactions of help-desk or on-site PC support calls, including the problem presented, the issues addressed, who did what, and when and how each call was resolved.
escalate When a technician passes a customer’s problem to higher organizational levels because he or he cannot solve the problem.
expert systems Software that uses a database of known facts and rules to simulate a human expert’s reasoning and decision-making processes.
technical documentation The technical reference manuals, included with software packages and peripherals, that provide directions for installation, usage, and troubleshooting. The information extends beyond that given in user manuals.
ticket The ticket is entered into the call-tracking system and stays open until the issue is resolved.
Created by: Leisac