9.2.

1 Worksheets: Third-Party Anti-Virus Software

Print and complete this activity.

In this activity, you will use the Internet, a newspaper, or a local store to gather information about
third-party anti-virus software.

1. Using the Internet, a newspaper, or a local store, research 2 different anti-virus software
applications. Based on your research, complete the table below.

Company/Software Name Software Features

Website URL Subscription Length
(Month/Year/Lifetime)
Cost

2. Which anti-virus software would you purchase? List reasons for your selection.
IT Essentials: PC Hardware and Software v4.0 Chapter 9 – RT Lab/Student

9.4.2 Worksheet: Operating System Updates

Print and complete this activity.

In this activity, you will use the Internet to research operating system updates. Be prepared to
discuss your research with the class.

1. Which operating system (OS) is installed on your computer?

2. List the configuration options available for updating the OS.

3. Which configuration option would you use to update the OS? List the reason for
choosing a particular option.

© Cisco Systems, Inc. 2007 Page 1

IT Essentials: PC Hardware and Software v4.0 Chapter 9 – RT Lab/Student

9.5.2 Remote Technician: Gather Information From The Customer

(Student Technician Sheet)

Print and complete this activity.

Gather data from the customer to begin the troubleshooting process. Document the customer’s
problem in the work order below.

Company Name:
Contact:
Company Address: Work Order
Company Phone:

Generating a New Ticket

Category Closure Code Status

Type Escalated Pending

Item Pending Until Date

Business Impacting? Ο Yes Ο No

Summary

Case ID# Connection Type

Priority Environment
User Platform

Problem Description:

Problem Solution:

© Cisco Systems, Inc. 2007 Page 2

(Student Customer Sheet)
Use the contact information and problem description below to report the following information to a
level-one technician:

Contact Information
Company Name: Organization of Associated Chartered Federations, Inc.
Contact: Henry Jones
Company Address: 123 E. Main Street
Company Phone:480-555-1234
Category: Security

Problem Description
I am not able to login. I was able to login yesterday and all days previously. I tried to login with a
different computer but was unsuccessful there also. I received an e-mail last week about
changing my password, but I have not changed my password yet.

(NOTE: Once you have given the level-one tech the problem description, use the Computer
Configuration to answer any follow up questions the technician may ask.)

Computer Configuration
 Windows XP Pro
 I do not know when it was last updated.
 There is some kind of anti-virus program that used to run when I started the computer, but
I haven’t seen it recently.
IT Essentials: PC Hardware and Software v4.0 Chapter 10 – Worksheet/Student

10.1 Worksheet: Technician Resources

Print and complete this worksheet.

In this worksheet, you will use the Internet to find online resources for a specific computer
component. Search online for resources that can help you troubleshoot the component. In the
table below list a least one website for each of the following types of resources: online FAQs,
online manuals, online troubleshooting/help site, and blogs. Give a brief description of the content
on the site. Be prepared to discuss the usefulness of the resources you found.

Component to research:

Type of Website address

resources
FAQ

Manual

Online
troubleshooting
site

blog

Online help site

Cisco Systems, Inc. 2007 Page 1

IT Essentials: PC Hardware and Software v4.0 Chapter 11 – Worksheet/Student

11.1 Worksheet: Job Opportunities

Print and complete this lab.

In this activity, you will use the Internet, magazines, or a local newspaper to gather information for
jobs in the computer service and repair field. Try to find jobs that require the same types of
courses that you are presently taking. Be prepared to discuss your research in class.

1. Research three computer-related jobs. For each job, write the company name and
the job title in the column on the left. Write the job details that are most important to
you, as well as, the job qualifications in the column on the right. An example has
been provided for you.

Company Name and Job Title Details and Qualifications

Getronics Flexible Solutions/ Company offers continuing education. Work with
Field Service Representative hardware and software. Work directly with customers.
Local Travel.

 A+ certification preferred
 Installation or repair experience of computer
hardware and software not required
 Requires a valid driver license
 Reliable personal transportation
 Mileage reimbursement
 Ability to lift and carry up to 50 lbs
 Installation of NIC cards
 Experience with POS equipment. (preferred)
 2. Which of the jobs you found in your research would you like to have? Explain why
you are interested in this job. An example has been provided for you.

Gentronics Flexible Solutions Field Service Representative – I am not able to

travel far away from my family and this job allows me to travel locally. Also, this job
offers educational opportunities so that I can advance further in the IT field.

Cisco Systems, Inc. 2007 Page 2

IT Essentials: PC Hardware and Software v4.0 Chapter 11 – Worksheet/Student

11.3.7 Worksheet: Research Computer Components

Print and complete this activity.

In this activity, you will use the Internet, a newspaper, or a local store to gather information about the
components you will need to upgrade your customer’s computer. Be prepared to discuss your selections.

1. Your customer already owns the case described in the table below. You will not need to
research a new case.

Brand and Model Features Cost

Number
Cooler Master ATX Mid Tower
CAC-T05-UW ATX, Micro ATX Compatible form factor
5 X External 5.25” drive bays
1 X External 3.5” drive bay
4 X Internal 5.25” drive bays
7 expansion slots
USB, Firewire, Audio front ports

2. Research a power supply that is compatible with the components that your customer owns. The
new component must have improved performance or additional capabilities. Enter the
specifications in the table below.

Brand and Model Features Cost

Number
Antec 450 Watt $60.99
SP-450 Dual +12V rails
> 70% Efficiency
ATX12V form factor

Cisco Systems, Inc. 2007 Page 1

 3. Research a motherboard that is compatible with the components that your customer owns. The
new component must have improved performance or additional capabilities. Enter the
specifications in the table below.

Brand and Model Features Cost

Number
GIGABYTE LGA 775
GA-965P-DS3 DDR2 800
PCI Express x16
SATA 3.0Gb/s interface
1.8V-2.4V RAM voltage
1066/800/533MHz Front Side Bus
4 Memory Slots
Dual Channel Memory Supported
1XATA100 connector
RAID 0/1
4X USB 2.0
ATX Form Factor

4. Research a CPU that is compatible with the components that your customer owns. The new
component must have improved performance or additional capabilities. Enter the specifications
in the table below.

Brand and Model Features Cost

Number
Intel LGA 775 $183.00
Core 2 Duo E6300 1.86GHz Operating Frequency
BX80557E6300 1066MHz Front Side Bus
2M shared L2 Cache
64 bit supported
Conroe Core
 5. Research a heat sink/fan assembly that is compatible with the components that your customer
owns. The new component must have improved performance or additional capabilities. Enter the
specifications in the table below.

Brand and Model Features Cost

Number
Intel LGA 775 Included with
Stock heat sink/fan 80mm fan CPU
2 pin power
Under recommended socket weight

6. Research RAM that is compatible with the components that your customer owns. The new
component must have improved performance or additional capabilities. Enter the specifications
in the table below.

Brand and Model Features Cost

Number
Patriot 240-Pin DDR2 SDRAM $194.99
PDC22G6400LLK DDR2 800 (PC2 6400)
Cas Latency 4
Timing 4-4-4-12
Voltage 2.2V
 7. Research a hard disk drive that is compatible with the components that your customer owns.
The new component must have improved performance or additional capabilities. Enter the
specifications in the table below.

Brand and Model Features Cost

Number
Western Digital 40 GB $37.99
WD400BB 7200 RPM
2 MB Cache

8. Research a video adapter card that is compatible with the components that your customer owns.
The new component must have improved performance or additional capabilities. Enter the
specifications in the table below.

Brand and Model Features Cost

Number
XFX PCI Express X16 $189.99
PVT71PUDD3 600 MHz Core clock
256 MB GDDR3
1600 MHz Memory clock
256-bit memory interface
1. List three components that must have the same or compatible form factor.

2. List three components that must conform to the same socket type.

3. List two components that must utilize the same front side bus speed.

4. List three considerations when you choose memory.

5. What component must be compatible with every other component of the computer?

6. What determines compatibility between a motherboard and a video card?