A+: one of the major programs for networking that has a certification which will allow you to install, configure, diagnose and create ways to maintain a network; very useful for a Help Desk technician
Apple Certified Help Desk Specialist (ACHDS): this training will allow you to work with the operating systems of Macs and Apple computers
Apple Certified Macintosh Technician (ACMT): focuses on Apple operating systems but it focuses on different systems, such as iMac or Macbook Pro
CCNA: a security certification that will allow you to build and maintain security features within any computer system
CSS: Customer Support Specialist
ESD: electrostatic discharge; can destroy hardware if it builds but can be protected against using ESD protection equipment
FAQ: Frequently Asked Questions; a valuable tool for Help Desk employees
GDI+: a certification which combines soft skills and hard skills; designed for people who already know API and C++
Hard skills: technical requirements used to resolve technical problems
HDI Certification: a certification that was developed by the Help Desk Institute that looks only at soft skills; this certification is independent of a specific training program
Intonation: emphasis on certain words which can alter a meaning of a message
Ionizer: reduces the chance of an electrostatic discharge
Layman's terms: using definitions and concepts that are can be understood by the average person (i.e. not using technical jargon)
Log files: these indicate the general health of a service; contain a running list of all errors and notices by date and time
Loopback plug: is able to test more specific areas of a hardware system; can isolate and test specific pieces of circuit separately
Microsoft Certified Desktop Support Technician (MCDST): with this certification, you will be able to troubleshoot any problem in the Windows XP operating system; this training also offers soft skills and hardware certifications
Mutli-meter: measure the electronic capacities of a hardware system (including voltage, current and resistance)
Network+: one of the major programs for networking that you can be certified in
Paralanguage: the way in which spoken communication is presented: includes features like volume, pitch, and intonation
Power-On Self-Test (POST): a diagnostic test run by a computer's BIOS to check and inventory all critical components
Proxemics: involves the physical space between people; differs by culture
Remote desktop: allows help desk technicians to take over a customer's PC session from their own workstation; valuable for diagnosing and resolving problems
Security+: a security certification which will allow you to build and maintain security features within any computer system
Soft skills: a set of personal qualities that allows you to connect to a customer
Symbolism: items that can send different messages in the work place; these vary by culture and can includes icons, clothing, hairstyles, piercings and tattoos
Tickets: used by help desk technicians, these include general information that is referenced and allows for a record of communciations; allows you to avoid back tracking
Time Domain Reflectometer (TDR): used to test cables for breaks or shorts
Wake-on-Lan (WOL): enables users to remotely power a computer by sending a special wake-up packet
Win-win situations: a situation where both the customer and the company benefit from communciation
