100 things every IT Technician should know how to do/explain

[MrJDH]

Hello,

 

Following a recent interview which went, ok, but, not so ok at the same time, I have since come away from that day with a clear objective to ensure that my fundamental IT knowledge and skills, are up to scratch. To ensure that I never ever have to come away from an interview again telling myself, "my fundamentals weren't fundamental enough..", I went about looking for similar '100 things..' out on the web. Whilst I came across a few, none of them really felt very rounded, either being too heavy on hardware, networking, software, etc.

 

I was wondering whether anyone would be interested in contributing to this post, and helping to carve out a solid list of things that every IT tech should know. I'm working on the basis of a technician that has been in their role for 4-5 years - not to discriminate against those clever bods out there that might be fit for a network/sysadmin position within their first 2 years or so of an IT career, but mainly the fact that 4-5 years is enough time to have gained exposure to many areas of administration.

 

I should add that I thought it best to base the list around Windows operating systems, where specific software procedures may feature.

 

If however, this idea has already been followed up in the past, or that the good majority of folk believe this to be a poorly-conceived idea, don't hesitate to tell me whether this is a waste of time!

 

Thanks.

Edited May 20, 2014 by MrJDH

[Bananas]

You only need one for IT in schools, I'd it has a plug, it's yours :-D

[elsiegee40]

This is really difficult to answer as every JD differs and the basics for one role will be different to another. There is no substitute for reading the JD thoroughly and asking on here if you are not sure how to interpret part of it.

 

Knowledge of AD and GPO may be needed, but it may not ... and if it is, then the depth of knowledge will depend on the job. Every employer would like you to have detailed knowledge of lots of things, but what they get is best fit for the role from those who apply. Another day, your fundamentals may have been good enough!

 

What is needed is a good working knowledge of the basic problems that affect most departments... printer jams, mains power switches, understanding the operating systems of the client hardware from the user's point of view. After that, knowing where to get the knowledge you need fast... google and edugeek for example... is important.

[X-13]

To ensure that I never ever have to come away from an interview again telling myself, "my fundamentals weren't fundamental enough..", I went about looking for similar '100 things..' out on the web. Whilst I came across a few, none of them really felt very rounded, either being too heavy on hardware, networking, software, etc.

 

There's only 2 things you need to be able to do.

 

1. Admit when you don't know something, even if it's just to yourself.

 

2. Ask for help, even if it's just from Google.

[tmcd35]

While I do agree with @elsiegee40 that each job description will have differing requirements and the most important thing any applicant can do is read it thoroughly and match their skills and experiense to it, I also think @MrJDH is on to something. There must be certain basic skills and knowledge common to all IT Techs. If anywhere could come up with a top 100 list I'm sure Edugeek can...

 

I'll start with a few ideas:

 

• Basic problem solving. The ability to break down a problem into a series of steps that will ultimately lead to a solution. A bit abstract, but methodical thinking skills is probably the single biggest, key, requirement of the job -IMHO.
  
• Names and functionality of basic components. Do you know what the Motherboard is? Hard Drive? CPU? RAM? Can you confidently walk into PC-World and match the specification to a users requirements?
  
• Software knowledge. Can you install and OS and drivers from scratch on bare hardware? (no manufacturers restore disks). How well do you know your way around the Windows control panel and the various setting there? How confident are you in using MS Office? Especialy Publisher, Powerpoint and Excel?
  
• Basic networking. TCP/IP? DHCP? DNS? Domain Controllers? Default Gateway? Understanding how these function and why they are important, from the client side, is essential.
  
• Where to find the answers. Google, Edugeek, Peers. Never be afraid to ask for help.
  

 

In a school environment you may want add things like:

 

• Child protection
  
• Lesson/Timetable structure
  
• Management Information Systems
  

 

For someone looking to move on/up after 4-5 years, I think alot will be networking based:

 

• Server installation
  
• Virtualisation
  
• Storage management
  
• Backups
  
• Active Directory
  
• Switch configuration
  
• bit of SQL and scripting
  

 

I think that's it from the top of my head. No doubt lots more I haven't thought of...

[BassTech]

1. How to make a decent brew.

2. ....

 

[Nibiru]

1) When troubleshooting a recalcitrant bit of equipment always make sure you

 

switch it off

wait 30 seconds

& switch it back on

 

People laugh but it clears an amazing array of faults

 

 

2) Believe in your super powers. Just arriving in a room mysteriously fixes many faults - no end of times Ive heard the wail "it wasnt working before honest"

 

[TechMonkey]

I'd +1 tmcd and add

 

* Prioritisation - This was one of the things we looked for when interviewing for technicians. More often it was being able to reason, sensibly, why you had chosen the priorities you had.

* Communication - What do you tell people, when do you tell people and how do you tell people. We work in a very acronym and convoluted terminology laden area so can we get these ideas across. Work on popular terms so you have some stock answers (what is the cloud? What is AJAX? What is CSS? etc) but also practise breaking down terms and putting them across to people in simple terms.

* Customer Service - I'm going to get grief for this one and it is part of Communication but more and more we are having to placate numbers of people who are upset and irate for a seemingly tiny issue but it is major to them. Being the typical gruff anti-social IT guy doesn't always cut it so think about how to deal with interesting characters, training issues, plain stupidity. Sticking your tongue behind your bottom lip and going NERRRRRRGGGGHHHHH, may often seem the correct answer but often not well received. I was asked in the interview for my current job how I think the IT department should work in a school & I responded with like ninjas. Some confused looks on their faces until I explained that we woudl hope to fix things before they became a major issue and resolve issues around staff so they hadn't noticed we were there. In and out without any realising except things work better. They loved it. I'm really annoyed as I forgot the soundbite style snippet I said that one of the interviewers laughed at and wanted to make into an IT slogan for his door.

 

Also add to the problem solving point my new mantra I picked up from talesfromtechsupport, "a problem isn't solved until it is fully tested".

 

Add to the basic networking some older terms that may not necessarily be in use or popular but may be a hang over from an older interview or be there to see how broad your knowledge is. Things like CSMA/CA, tokens etc. Don't have to know them intimately but be able to give a meaning or usage.

[tmcd35]

* Customer Service - I'm going to get grief for this one and it is part of Communication but more and more we are having to placate numbers of people who are upset and irate for a seemingly tiny issue but it is major to them. Being the typical gruff anti-social IT guy doesn't always cut it so think about how to deal with interesting characters, training issues, plain stupidity. Sticking your tongue behind your bottom lip and going NERRRRRRGGGGHHHHH, may often seem the correct answer but often not well received. I was asked in the interview for my current job how I think the IT department should work in a school & I responded with like ninjas. Some confused looks on their faces until I explained that we woudl hope to fix things before they became a major issue and resolve issues around staff so they hadn't noticed we were there. In and out without any realising except things work better. They loved it. I'm really annoyed as I forgot the soundbite style snippet I said that one of the interviewers laughed at and wanted to make into an IT slogan for his door.

very, very, much this! IT Support is a customer service industry.

 

Add to the basic networking some older terms that may not necessarily be in use or popular but may be a hang over from an older interview or be there to see how broad your knowledge is. Things like CSMA/CA, tokens etc.

 

Ouch, it took my brain a full 30sec to remember what CSMA/CA stood for. Why would someone be that cruel at interview?

[penfold]

To get a list for this which could be updated as new things appear and old techs die out would be a really good idea. Not only for applying for new jobs, but to ensure that we can keep up to date in the role we are doing now. I say this as I have been wondering recently what areas I'm falling behind in as I do less of some things and more of others.

 

Anyway, to add I would say Imaging & Software deployment.

[sonofsanta]

Personally speaking, as someone who's done the requisite five years and interviewed for technicians a couple of times now: I don't give a monkey's about theoretical checklists, like being able to name the FSMO roles and list the seven layers of the OSI model. When I interview, I'm chiefly looking for: methodical approach to problem solving (check the cables, check another computer with that user, check another user on the problem computer); prioritisation (ignore the Head complaining about his printer if there's a class that can't teach); and communication (spelling and grammar errors in your CV means you probably don't get to interview).

 

All of which is to make the point that while things like the seven layer model are useful to have on the list -as a tech, you should be familiar with it - the list shouldn't be something to learn by rote. I can't recite the 7 layers, but I know when I need to look them up.

 

Practically speaking, I reckon the list wants things like:

* Getting to Event Viewer and looking through it (took me an embarassingly long time to find this)

* Running ipconfig /all

* What a default gateway is, what a subnet mask is

* What DNS is and some quick troubleshooting to pin it down as the cause of a problem

* What DHCP is and some quick troubleshooting to pin it down as the cause of a problem

* How permissions work

* How share permissions work, and differ from NTFS permissions

* Running chkdsk

* Clearing a profile in Win7+

* Finding a file from temporary internet files when someone has opened (not saved) a file from their webmail then worked on it

* Setting up a local user for someone going offsite

* Using .\ at the logon screen to quickly see the name of a computer (as shorthand for computername\username)

 

and general little details like that. They show a familiarity with an OS and, if you don't know them, would lead you down a garden path of discovery.

[unixman_again]

1. Fully document everything. You will probably never need it, but if you do, it will be a god-send. This simple approach has saved my bacon many times.

 

2. Formalise every procedure and always follow the process.

 

3. Always test something before you put it live or better yet, get somebody else to test it. When it has gone live, test it again.

[cooka]

The list is good:

I would add;

* Gpresult /r in cmd for checking if gpos have applied.

* Gpupdate /force for forcing policies to update.

* How to robo copy using .bat files.

* Common errors like "Secure channel", "Trust relationship", and how to fix / diagnose them.

* how to pull & push images using MDT or equivalent.

* Understanding TPM chips and bitlocker. And the difference between hardware encryption & software encryption.

* Common hardware faults, like, why is the machine beeping at be at boot?

 

Just a few ideas...

[AlexB]

ctrl + alt + up

left shift + alt + print scren

Edited May 21, 2014 by AlexB

[X-13]

* How to robo copy using .bat files.

 

...is there more to it than just putting the robocopy commands in notepad and saving as a .bat file?

[Norphy]

.bat is so yesteryear, i prefer .cmd

 

.ps1 is where the cool kids are at

[Andrew_C]

OK, so having fiddled with high contrast, how do you turn it off!?

 

Edit - Found it; personalise.

Edited May 21, 2014 by Andrew_C

[mac_shinobi]

I went to an interview and came out feeling exactly the same so I clearly need to learn a lot more. Would be good to know more about the things that both @sonofsanta / @tmcd35 and some others have mentioned.

 

I know how to find the event viewer, however making sense of the random error codes and short messages that are in the event viewer etc must be an art in itself ( other than using google to google the error code / message ), I know basics of dns / dhcp as far as setting those set up and what they are used for etc but would be good to know more about both of these

 

There was a lot of other items mentioned ranging from permissions ( NTFS / Share permissions ) etc etc and would also be good to know / learn more about the other items

Edited May 21, 2014 by mac_shinobi

[AlexB]

OK, so having fiddled with high contrast, how do you turn it off!?

 

Shortcut is a toggle

[Andrew_C]

Remember that the lesson going to h3ll in a handcart 'cos the projector died is possibly the only chance that teacher is going to get to put that point across to that class. That is why they are stressed. Showing that you can empathise with losers, sorry, users, is important.

[sonofsanta]

As requested by @mac_shinobi, a brief overview of the points I made (how I wish I'd made fewer now! - though I'll add some more that are useful)

 

Running ipconfig /all

At a command prompt, type ipconfig /all and you get all the network details you need for some basic troubleshooting - IP address, subnet mask, gateway, DNS, if the address is static or DHCP etc. etc. - run it now and you'll see.

 

ping

At a command prompt, type ping [ip] or ping [hostname] e.g. ping 192.168.1.1 to see if you can talk to the remote address. Great for checking connectivity of the host you're on (ping your DC for local, ping google.com for internet) or a remote host from wherever you are (useful when someone rings up and says "my PC isn't working", ping it before you go to get an idea of the problem - if it doesn't talk back, try pinging the computer next to it or the switch it's connected to, to see if you have a bigger problem).

 

ping [ip/host] /t

Use the /t flag to leave a ping running indefinitely - useful if you're restarting a server and want to see when it's alive again. Ctrl+Break will give you some statistics without stopping the ping, Ctrl+C will stop altogether.

 

tracert

tracert [ip/host] traceroute - pings every hop along the route to your destination, so you can work out where the fault is (e.g. you get replies from everything on your network, not from your ISP, thate fault is at their end). Not always that useful though as not every host will respond to pings.

 

nslookup [ip]

Looks up an IP in DNS and returns the hostname. If you need to get an IP from a hostname, just ping it as above and it'll tell you.

 

Default gateway

If your device doesn't know where to send data - if it can't see the device directly because it's not on the same logical network - send it here, and the gateway will know what to do with it. Most of your network will have your core switch as the default gateway, and your core switch will have your internet gateway as the default gateway - because for most of the network, the core switch will know where a device is, and if it doesn't, it must be something on the internet, so pass it upstream.

 

Subnet mask

Bit difficult to explain briefly without getting into binary maths and really boring IP nitty gritty, but basically tells a device how big the network it is on is, and what the address range is. Google it up if you want to know more, but basically: it has to be right for network connectivity. If you've not got a connection and the IP seems right, check this.

 

DNS

Domain Name System. A phone book for computers - we use names for machines (e.g. files1.domain.local, google.com) but computer need numbers (IP addresses). When you create a record locally you tell it the name and the IP address - that's a forward lookup. There are also Reverse Lookup records, where you lookup an IP address and get the name related to it. These are usually done automatically when you create the forward lookup entry (Automatically create PTR record (PTR = pointer)).

You'll have a DNS server on your network (probably your DC). That will be authoritative for all local addresses in your domain. Anything it doesn't know, it will pass up to servers it has defined as DNS Forwarders - which will be your ISPs DNS server, or Google's servers (8.8.8.8 and 8.8.4.4).

You can troubleshoot DNS with a combination of ping and nslookup - if either of them fail or give you a funny answer, it's a big clue.

 

DHCP

Dynamic Host Control Protocol - a server handing out IP addresses automatically so you don't have to faff around telling each computer what its number is. Usually your DC. Usually configured to automatically create the relevant DNS records everytime an address lease is handed out. Leases are usually 8 days long; if a DHCP server is offline when a computer comes to renew its lease, the computer will be unable to get an address and drop off the network (they make attempts to renew at 4 days, 6 days etc. though so they have time to avoid this problem).

You can renew a DHCP lease manually with ipconfig /renew which is useful as a troubleshooting tool. If a network connection isn't working, try giving the device a static address instead (with the correct gateway & subnet mask); if the device then works, you know DHCP is the cause.

DHCP is a bad idea for servers as some services need to know where they can contact a server by IP - e.g. if your DNS server had a dynamic address, not a static address, you'd have to reconfigure every computer every time it changed address. You can, however, set DHCP reservations, which basically say "everytime the device with this MAC address asks for an address, give it this one". It's a different way of setting a static address, in essence, one that self-documents in your DHCP server, but is a bit more long winded and relies on your DHCP server remaining online. It's largely a matter of personal preference which method you use to assign static addresses, DHCP reservations or just providing them on the connection of the device.

 

NTFS permissions

Permissions propogate downwards - if you set Full Control on a folder for a user, then all sub-folders and files inside inherit that automatically. You can turn this off, but that's mostly how it works.

Deny always takes precedence over Allow. Be careful with denies - better not to give the Allow in the first place (denies are fairly rare IME).

 

Share permissions

Are different from NTFS permissions. Best way to use them is to always set them to Everyone - Full Control and just use NTFS permissions to control access - less confusion that way. NTFS is also more fine-grained than share permissions.

 

chkdsk

is a command line tool to check disk. If a hard disk/USB stick is acting suspiciously, it's worth running as it can repair issues (I have saved whole drives before from broken file tables). First step is chkdsk [letter]: /f (e.g. chkdsk e: /f ) which runs 3 steps and fixes problems it finds. Shouldn't take too long. The next step, if you still have problems, is to use /r instead of /f (e.g. chkdsk e: /r ). This does the first 3 steps as before, then an extra 2 that take forever as it scans for bad sectors. Once you've started chkdsk you can't interrupt it, so it's not one to do when you're in a rush, though you can leave it to it.

If you run chkdsk on your boot disc (C:) then it has to restart your machine. It boots up automatically when it's done; the report of what it did is logged in Event Viewer (Application or System, I forget which).

Type chkdsk /? at a command prompt to see more. /? is a flag useable for any command when you need help.

 

Clearing a profile in Win7+

Roaming profiles have claws in the registry now, so if you only delete the local folder you'll break things. Go to System Properties (Windows + Pause/Break is a useful shortcut here), Advanced System Settings, click Settings in the User Profiles section, find the user in the list and Delete from there. Then delete the server copy of the profile folder. Next time they log on it will recreate from the default profile, then log off to save that back to the server. Make sure the user isn't logged on anywhere else, otherwise the old profile from that session will write back to the server and overwrite the fresh new profile you just set up.

 

Finding a file in temporary internet files

Navigate to C:\Users\username, make sure you can View Hidden Files and have unhidden protected operating system files, then go into AppData and do a search for the document type (e.g. *.docx). By far the easiest way.

 

Setting up a local user

Go to Computer Management (easy way: open Start Menu, right click on Computer, Manage), expand Local Users and Groups, right click on Users, New User.

 

Using .\ at the logon screen to quickly see the name of a computer

At the logon screen (after Ctrl-Alt-Del) type .\ in the username box and it will show the computer name underneath the password box (it will change from Log on to [DOMAIN]to Log on to [Local]. If you've just set up a local user called Bob, you would log in using .\Bob as the username, else the machine will try to log on to the domain. XP used to have the dropdown, Win7 needs you to use this format.

Given how few local users are ever set up, I mostly use this to get the computer name without having to log in.

 

shutdown /a

Computer shutting down and you don't want it to? Hit Win+R to get a Run prompt then type shutdown /a to abort any shutdown. Useful if your network shuts all PCs down at a certain time with a minute or two warning, and you're working on a PC when it happens.

 

EDIT: crikey - wall of text or what? tl;dr: you need to read the above, there is no shortcut to knowing stuff except learning it.

Edited May 21, 2014 by sonofsanta

[mac_shinobi]

 

EDIT: crikey - wall of text or what? tl:dr; you need to read the above, there is no shortcut to knowing stuff except learning it.

@sonofsanta - Not trying to take short cuts , my previous comment was just saying that I need to learn more

[sonofsanta]

@sonofsanta - Not trying to take short cuts , my previous comment was just saying that I need to learn more

 

Oh crikey, that wasn't what I was implying at all - it was just a general comment that there's no possible way to tl;dr: that lot. Wasn't aimed at anyone at all!

Edited May 21, 2014 by sonofsanta
I keep getting my tl:dr; and tl;dr: mixed up. These things matter!

[mac_shinobi]

Oh crikey, that wasn't what I was implying at all - it was just a general comment that there's no possible way to tl:dr; that lot. Wasn't aimed at anyone at all!

 

Was just generally saying as I do need to stop being so lazy / lax with learning and putting the effort in etc

[MrJDH]

Nice to see a few replies here. First time checking since the original post. Glad that others are thnking this is a good idea. Time to list everything that has been compiled thus far, me thinks?