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CompTIA A+ Quick Reference (220-701, 220-702) by Ben Conry

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2. Troubleshooting

Troubleshooting repair and maintenance is the reason technicians exist. Although it does not appear on the 220-702 CompTIA A+ Exam, it makes up 20 percent of the 220-701 CompTIA A+ Exam. Just because it is not formally tested on the second exam, it is still very much a part of a technician’s thinking and methodology.

Troubleshooting Process

Troubleshooting can take place face-to-face, over the phone, via chat, text, e-mail, avatar, or, in the case of a bench tech, without any customer interaction. A good PC technician is well versed in all these methods and always maintains a positive and productive attitude, regardless of the customer’s mood or personality.

Gather Data From the Customer

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