220-1102 Question 822
Single answerBiasA help desk technician is asked to assist with hiring-day laptop setup for a new employee. During the onboarding conversation, the hiring manager says, "Do not assign this person to customer-facing systems because people from that neighborhood are usually unreliable." The technician is uncomfortable and wants to respond appropriately while following professional workplace practices. Which action should the technician take FIRST?
- A
Document the statement and report the concern through the company's appropriate HR, ethics, or management escalation channel
- B
Ignore the comment and complete the laptop setup exactly as requested to avoid conflict
- C
Post about the incident on social media to warn others about discrimination in the workplace
- D
Argue with the hiring manager in front of the new employee so the behavior is immediately challenged
Show answer and explanation
Correct answer: A
Explanation
This question tests professionalism and ethical behavior related to bias in an IT support environment. In A+ Core 2, technicians are expected to follow organizational policies, maintain professionalism, and escalate issues appropriately. When a technician encounters a biased or discriminatory statement affecting access, assignment, or treatment, the appropriate first response is to document what was said and use the company's designated reporting path, such as HR, an ethics hotline, a supervisor, or another approved escalation channel. This aligns with common workplace best practices around anti-harassment, anti-discrimination, and incident reporting. The key applied concept is that technicians should not ignore bias, retaliate publicly, or disclose sensitive internal matters externally; they should act professionally, protect confidentiality, and use established organizational procedures.
- A. Correct.
This is the best first action. Bias and discriminatory behavior should be handled through established workplace reporting and escalation procedures. A+ Core 2 professionalism expects technicians to act ethically, document relevant facts, and involve the proper internal authority rather than making unilateral decisions. This helps protect the employee, the technician, and the organization while creating a formal record for investigation.
- B. Incorrect.
This is incorrect because ignoring a biased or discriminatory instruction allows the problem to continue and can contribute to an unethical or hostile workplace. A technician should not simply follow a request that appears to be based on prejudice rather than business need or policy.
- C. Incorrect.
This is incorrect because sharing internal personnel issues on social media is unprofessional and may violate confidentiality, company policy, and privacy expectations. Even if the concern is valid, the proper response is internal reporting through approved channels, not public disclosure.
- D. Incorrect.
This is incorrect because confronting the manager publicly in front of the new employee may escalate the situation, create additional workplace disruption, and bypass proper reporting procedures. While speaking up matters, the technician's first step should be to document and report through the correct internal process unless there is an immediate safety threat.