PC Repair Technician

By Ben Dennis
A+ Guide to Hardware, 4e 2
Objectives
How a PC Tech deals with customers
Tools needed by the PC tech
How PC a Tech works inside a computer
case
How The PC Tech approaches and solves
a problem or problems


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Introduction
Repair Skills:

Using common-sense guidelines to isolate
and solve problems
Working inside the computer case
Determining if a problem occurs before or
after a boot
Troubleshooting and solving failed boot
problems
Troubleshooting Intermittent problems
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Customer Interaction
Set and agree on repair costs and fees before
doing any repair work.
Ask detailed questions about the computer, the
problems it has and what happened when it
stopped working
Ask if manuals, CDs, DVDs and other computer
information can be obtained for the repairs from
the customer
Give the customer an estimate, that must be
agreed on, before repairs begin

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PC Support Technician Tools
Help Repair a computer
Help diagnose and repair computer problems
Criteria for choosing tools:
Level of PC support expected to provide
Amount of money that can be spend
Some essential tools:
Ground bracelet, ground mat, antistatic bags
Assortment of hand tools and test equipment
Recovery CD, DVD, or USB Drive for target OS and
other required software
Store tools in toolbox for PC troubleshooting
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PC technician tools
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Recovery CDs
Used to boot a system
Also used to repair and reinstall Windows
Primary recovery CD sources
PC manufacturer (preferred)
Operating system distributor, such as Microsoft
Some hard drives have a hidden recovery partitions
A hidden partition can be used to reinstall Windows
A utility for creating recovery CDs may be provided
Access hidden utilities by pressing a Fn key at startup
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The Repair Tech must Deal with Dust
Dust accumulates in layers over components
Two major problems due to dust blankets
PC components directly overheat
Cooling fans jam, also resulting in overheating
Maintenance task: remove the layer of dust
Two tools used to remove dust:
Antistatic vacuum
Compressed air
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How Repair Techs work inside Computers
Objective: dismantle a computer, put it back together
Some safety precautions techs follow:
Make notes that help backtrack
Keep screws and other hardware orderly
Do not stack boards on top of each other
Do not touch the chips on circuit boards
Do not use a graphite pencil to change DIP settings
Turn off the power, unplug and ground the computer
Do not remove covers of monitors or power supplies
Keep components away from hair and clothing
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How Repair Techs deal with Static Electricity
Build-up of charge due to absence of conductors
Electrostatic discharge (ESD)
Due to dissimilar electrical surfaces making contact
Only 10 volts of ESD can damage PC components
Walking across carpet generates up to 12,000 volts
Two types of damage: catastrophic and upset failure
Tools and methods for grounding
Ground bracelet, ground mats, static shielding bags,
antistatic gloves

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A ground bracelet, which protects computer components from
ESD, can clip to the side of the computer case and eliminate ESD
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A+ Guide to Hardware, 4e 12
How Repair Techs Troubleshoot a PC Problem

They make no assumptions and check simple things first
They dont overlook the obvious and they isolate the
problem; eliminating the unnecessary items
They approach problems systematically and make
backups before making any changes
They use troubleshooting tools, equipment and
procedures (both hardware and software)
They use Post diagnostic cards, Diagnostic software,
and General-Purpose Utility Software (Antivirus security
testing, recovery, tune-up and benchmarking software)
They use outside help when necessary (computer
OEMs, other techs, and the internet)

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Steps Techs use to Solving a PC
Problem
Four-step problem solving process:
Step 1: Interview the Customer
Step 2: Back up data
Step 3: Solve the problem
Step 4: Verify the fix and document the
solution
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Investigating the Computer Problem
What OS is installed?
What physical components are installed, CPU, memory
type, drives, expansion cards, peripherals, and networks
What is the nature of the problem-occurred before or
after boot? Failed to Boot? Any error Messages?
Does the computer hang?
Can the problem be duplicated?

ISOLATING THE PROBLEM:
Eliminate simple things first
Eliminate the unnecessary
Trade good for suspected bad
Trade suspected bad for good

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Preparing a Computer for Shipping
Adverse factors to consider:
Rough handling
Exposure to water, heat, and cold
Misplacement or theft of computer
Some shipping guidelines to follow:
Backup the hard drive onto a backup medium
Remove inserted disks, tape cartridges, or CDs
Coil and secure all external cords
Separately wrap hardware components
Purchase insurance on the shipment
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References
Tools from Tecratools.com
Visuals from TechRepublic.com

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