IT Support Fundamentals
Final Exam Questions
Course Introduction
IT Support Fundamentals introduces students to the essential concepts, tools, and practices required for providing reliable technical support in modern organizations. The course covers foundational topics such as troubleshooting computer hardware and software issues, understanding operating systems, managing networks, and maintaining security protocols. Students also learn about customer service principles, effective communication skills, and ticketing systems used in IT support environments. By the end of the course, learners gain the practical knowledge and hands-on experience necessary to assist end-users, resolve common technical problems, and ensure smooth operation of IT resources.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
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Chapter 1: First Look at Computer Parts and Tools
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Q1) draws heat from the CPU and pipes it to a fan, which then blows heat out of the case
A) DisplayPort
B) DIMM
C) heat sink
D) PCIe
E) POST
F) SO-DIMM
G) airplane mode
H) Bluetooth
I) central processing unit (CPU)
J) micro-ATX
Answer: C
Q2) What connector has 4 pins, is used for older IDE drives and some SATA drives, and can provide +5 V and +12 V power outputs?
A) SATA connector
B) Berg connector
C) Molex connector
D) PCIe connector
Answer: C
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Chapter 2: Working Inside Desktops and Laptops
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Q1) What two laptop manufacturers provide their service manuals online free of charge?
A) HP
B) Sony
C) Lenovo
D) Dell
Answer: C, D
Q2) Most manufacturers or retailers of laptops offer a warranty that lasts for at least how long?
A) 1 year
B) 2 years
C) 3 years
D) 90 days
Answer: A
Q3) A system will always require what power connector?
A) 4-pin auxiliary
B) 6-pin PCIe power connector
C) P1 power connector
D) 8-pin PCIe power connector
Answer: C
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Page 4
Chapter 3: All About Motherboards
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Sample Questions
Q1) the system of pathways used for communication which carry data
A) chipset
B) CMOS battery
C) data bus
D) Front Side Bus
E) jumper
F) protocol
G) riser card
H) system clock
I) virtualization
J) wait state
Answer: C
Q2) What are two names for the database that holds digital signatures provided by OS manufacturers, such as Microsoft and Red Hat?
A) Key-exchange Key
B) Key-enrollment Key
C) Key-registration Key
D) Key-authority Key
Answer: A, B
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Page 5
Chapter 4: Supporting Processors and Upgrading Memory
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Q1) Modern desktop motherboards and laptop motherboards all utilize what what two types of DRAM respectively?
A) DIMM
B) RIMM
C) SO-DIMM
D) SIMM
Q2) What component of a processor handles all logical comparisons and calculations inside the processor?
A) ALU
B) register
C) bus
D) control unit
Q3) What type of RAM is typically installed onto a motherboard and loses data rapidly, requiring it to be refreshed often?
A) SRAM
B) CMOS RAM
C) DRAM
D) Flash RAM
Q4) Describe the three levels of cache used by a processor.
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Chapter 5: Supporting the Power System and Troubleshooting Computers
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Q1) When testing a laptop power connector, how close should the voltage measured be to the accepted voltage of the laptop?
A) +/- 10%
B) +/- 5%
C) +/- 1%
D) The voltage should be exactly the same
Q2) What are POST code beeps and how should you respond to them?
Q3) If you see smoke or smell burning, you should immediately open the case to try to identify the component that is causing it.
A)True
B)False
Q4) What causes a BSOD and how should you begin the troubleshooting process?
Q5) What are the FRUs on a motherboard?
Q6) List two symptoms of a system that might be overheating.
Q7) What Intel socket recommends the use of a liquid cooling system?
A) LGA1150
B) LGA1151
C) LGA1750
D) LGA2011
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Chapter 6: Supporting Hard Drives and Other Storage Devices
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Q1) What two optical disc drive standards support writing discs with a total capacity of 8.5GB?
A) DVD-R
B) DVD-R DL
C) DVD+R DL
D) DVD-RAM
Q2) A SATA data cable has how many pins?
A) 4 pins
B) 7 pins
C) 10 pins
D) 15 pins
Q3) The hard drive firmware, UEFI/BIOS, and the OS address the sectors on a hard drive utilizing what technology?
A) logical sector addressing
B) low level formatting
C) logical block addressing
D) high level formatting
Q4) Describe what a hybrid hard drive is.
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Q5) What is the installation of a new file system on a device known as? Describe this process.
Chapter 7: Survey of Windows Features and Support Tools
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Q1) What is the purpose of the UAC box?
Q2) The Windows 8 interface is known as the Aero interface.
A)True
B)False
Q3) The initial screen that is displayed when an OS has a GUI interface loaded
A) gadget
B) System window
C) Desktop
D) Action Center
E) Compressed folder
F) Child directories
G) Network and Sharing center
H) OneDrive
I) Device drivers
J) Navigation pane
Q4) Which Windows utility program lists errors and issues that need attention?
A) Action Center
B) Control Panel
C) System Information Windows
D) Network and Sharing Center
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Chapter 8: Installing Windows
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Q1) a utility to copy user data and settings from one computer to another
A) virtual machine
B) file system
C) Windows Easy Transfer
D) push automation
E) standard image
F) system BIOS
G) unattended installation
H) batch file
I) usmtutils
J) answer file
Q2) Which of the following is used to uniquely identify a computer on a network?
A) network ID
B) ARP address
C) IP address
D) Serial number
Q3) A computer must have a DVD drive in order to install Windows 8.
A)True
B)False
Q4) List the six editions of Windows 7.
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Chapter 9: Supporting I/O Devices
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Q1) What is a basic principle that applies to both internal and external devices?
A) when connecting a faster device to a slower port, the port adapts to the speed of the device
B) if you have multiple devices to install, it's best to install them at the same time
C) for most installations, install the device first, then the device driver
D) some devices don't require a software component for them to work properly
Q2) a trail left behind when you move the mouse
A) infrared (IR)
B) digitizer
C) dxdiag.exe
D) HDMI connector
E) OLED
F) projector
G) refresh rate
H) stylus
I) contrast ratio
J) ghost cursor
Q3) What is a biometric device, and how is it used?
Q4) What is MIDI?
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Chapter 10: Maintaining Windows
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Q1) Windows Disk Cleanup is the utility to use whenever you want to defragment your hard drive.
A)True
B)False
Q2) List and briefly describe the three critical Windows settings that keep the system protected from malware and hackers.
Q3) What is a user profile, and what are the two general items it consists of?
Q4) the overall structure an OS uses to name, store, and organize files on a drive
A) Dynamic volumes
B) Virtual memory
C) Defragmenting
D) Backup
E) Mounted drive
F) Chkdsk utility
G) Pagefile.sys
H) Basic disk
I) restore points
J) file system
Q5) Describe the purpose of Pagefile.sys.
Q6) Describe how the format command is used, and what it does.
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Chapter 11: Optimizing Windows
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Q1) the portion of an OS that relates to the user and to applications
A) Task Scheduler
B) Event Viewer
C) Windows ReadyBoost
D) Task Manager
E) Registry
F) kernel
G) shell
H) Computer Management
I) Service
J) HAL
Q2) The Windows kernel includes what two main components?
A) Background services
B) executive services
C) HAL
D) shell
Q3) Explain how to use Task Manager to change the priority level of an open application.
Q4) Describe the Windows kernel, including its two main components.
Q5) Define process and thread.
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Chapter 12: Supporting Customers and Troubleshooting Windows
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Q1) If you have an overly confident user on the phone, what is a good practice?
A) compliment the user's knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer's mistakes to shake their confidence
D) use technical jargon that matches or exceeds the customer's use of jargon
Q2) What application can be used to set Windows 8 to boot into Safe Mode while still in Windows?
A) msconfig.exe
B) sfc.exe
C) services.msc
D) rstrui.exe
Q3) Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.
Q4) You should take ownership of a customer's problem as if it is your own problem.
A)True
B)False
Q5) How can you eliminate the hard drive as the source of an application error?
Page 14
Q6) List the six steps of the troubleshooting process.
Q7) What should you do if you cannot solve a problem that you are working on?
Q8) What should you do if you are being verbally abused by a customer?
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Chapter 13: Troubleshooting Windows Startup
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Q1) Describe the Windows 8 reset ability.
Q2) a small Windows database structured the same as a registry file and contains configuration information about how Windows is started
A) Windows Recovery Environment (RE)
B) Last Known Good Configuration
C) POST (power-on self test)
D) EFI System Parition (ESP)
E) Boot Configuration Data (BCD) store
F) soft boot
G) diskpart
H) Windows Boot Manager (BootMgr)
I) cold boot
J) fixboot
Q3) What two programs are utilized when Windows resumes from hibernation, depending on the motherboard's BIOS/UEFI?
A) winload.exe
B) winresume.exe
C) winwake.efi
D) winresume.efi
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Page 16
Chapter 14: Connecting To and Setting Up a Network
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Q1) How is the network portion and the host portion of an IP address identified?
A) dynamic address
B) DHCP address
C) default gateway
D) subnet mask
Q2) protects data by encrypting it from the time it leaves a remote computer until it reaches a server on a corporate network, using a technique called tunneling.
A) DHCP server
B) ipconfig
C) Network Address Translation (NAT)
D) Secure Shell (SSH)
E) Lightweight Directory Access Protocol (LDAP)
F) Wi-Fi Protected Setup (WPS)
G) Fully Qualified Domain Name (FQDN)
H) virtual private network
I) workgroup
J) subnet mask
Q3) The current release of SMB is CIFS, also called SMB2.
A)True
B)False
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Chapter 15: Supporting Network Hardware
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Q1) used to connect a computer to a switch or other network device
A) broadband
B) throughput
C) ferrite clamp
D) latency
E) fast Ethernet
F) patch cable
G) STP
H) switch
I) repeater
J) DSL
Q2) What does the ping command do?
Q3) Which statement regarding 10-Gigabit Ethernet is accurate?
A) you can use Cat-5e or Cat-6 cabling
B) it is a good choice for backbone networks
C) it is sometimes called Fast Ethernet
D) coaxial is a good choice for cabling
Q4) A WLAN covers a large geographical area and is made up of many smaller networks.
A)True
B)False
Page 18
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Chapter 16: Supporting Mobile Operating Systems
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Q1) based on Mac OS X and is currently used on the iPhone, iPad, and iPod touch by Apple
A) accelerometer
B) hotspot
C) gyroscope
D) iOS
E) Android
F) AirDrop
G) Handoff
H) IMSI
I) IMEI
J) Pairing
Q2) What component on a smart phone requires pairing with another device?
A) GPS
B) WiFi
C) Bluetooth
D) SIM card
Q3) Describe how soft reset and hard reset differ on iOS and Android devices.
Q4) List five of the mobile device OSs that make up almost all of the smart phone market.
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Chapter 17: Windows Resources on a Network
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Q1) a small app or add-on that can be downloaded from a website along with a webpage and is executed by IE to enhance the webpage
A) administrative shares
B) inherited permissions
C) Backup Operators
D) NTFS permissions
E) Power Users
F) share permissions
G) gpedit.msc
H) Remote Desktop Connection
I) Wake on LAN
J) ActiveX control
Q2) If a Windows computer belongs to a domain, all security is managed by the network administrator for the entire network.
A)True
B)False
Q3) On the IE General tab you can block cookies.
A)True
B)False
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Chapter 18: Security Strategies
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Q1) software installed on a computer that produces pop-up ads using your browser
A) adware
B) digital certificate
C) grayware
D) keylogger
E) dictionary attack
F) social engineering
G) tailgating
H) Trojan
I) zombie
J) Worm
Q2) What is a Trojan, and how is it installed?
Q3) When using the Windows Encrypted File System, what statement is accurate?
A) files can be marked for encryption, but not folders
B) an encrypted file moved to an unencrypted folder remains encrypted
C) EFS only works on NTFS and FAT32
D) you need to download special software to use EFS
Q4) If you wish to monitor logon failures, what should you do?
Q5) With respect to the default users and password settings, how can you use Group Policy to make your system more secure?
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Chapter 19: Supporting Printers and Customizing a System
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Q1) If loose toner comes out with your printout, the fuser is not reaching the proper temperature and professional service is required.
A)True
B)False
Q2) Describe the exposing or writing step of laser printing.
Q3) a bunch of bits in rows and columns
A) Home Theater PC
B) remote printing
C) Inkjet printer
D) Raw data
E) XPS file
F) Extension magnet brush
G) Laser printer
H) Impact printer
I) Bitmap
J) Calibration
Q4) Compare and contrast local versus network printer.
Q5) Describe the fusing step of laser printing.
Q6) Describe the cleaning step of laser printing.
Q7) How do you stop and restart the Windows Print Spooler service?
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) What command can be used to copy and convert files, directories, partitions, and even entire DVDs or hard drives?
A) copy
B) cp
C) dd
D) cat
Q2) Explain what a thin client is, and detail when it might be used.
Q3) a personal computer that provides multiple virtual environments for applications
A) dump
B) client-side virtualization
C) Finder
D) hypervisor
E) clone
F) presentation virtualization
G) vi editor
H) bash shell
I) thin client
J) Spotlight
Q4) What is the terminal in Linux?
Q5) What is the Linux operating system?
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