IT Technical Support
Exam Solutions
Course Introduction
IT Technical Support introduces students to the fundamental concepts and skills necessary to provide effective technical support in modern workplace environments. The course covers hardware and software troubleshooting, installation and configuration of operating systems, basic networking, security principles, and customer service best practices. Emphasizing hands-on learning, students develop problem-solving abilities for diagnosing and resolving technical issues related to computers, mobile devices, and peripheral equipment. By the end of the course, students gain the essential knowledge and practical experience required to assist users, maintain IT systems, and prepare for entry-level support roles or industry certifications.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
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20 Chapters
1000 Verified Questions
1000 Flashcards
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Chapter 1: First Look at Computer Parts and Tools
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Sample Questions
Q1) What is the difference between a DVI port and an HDMI port?
Answer: Both ports are used to transmit video but a DVI port can transmit digital or analog video while the HDMI can only transmit digital video. However, the HDMI port can also transmit digital audio at the same time as digital video.
Q2) The two services that Windows must provide for an ExpressCard are:
A) daemon service
B) socket service
C) card service
D) hardware service
Answer: B, C
Q3) What component is most likely to be installed in a PC, is considered primary storage, and typically stores the operating system, as well as its applications?
A) floppy drive
B) tape drive
C) hard disk drive
D) optical drive
Answer: C
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Chapter 2: Working Inside Desktops and Laptops
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Sample Questions
Q1) Which component may be considered a field replaceable unit (FRU)?
A) LCD screen
B) power supply
C) hard drive
D) All of the above
Answer: D
Q2) positive / negative LED that controls the power light and indicates the power is on
A) Power SW
B) front panel header
C) Power LED +/-
D) HDD LED
E) spacer
F) Reset SW
G) ESD strap
H) ZIF connector
I) service manual
J) expansion slot
Answer: C
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Chapter 3: All About Motherboards
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Sample Questions
Q1) Where do today's computers store almost all motherboard configuration data?
A) BIOS ROM
B) CMOS RAM
C) DIMM RAM
D) Solid State Disk
Answer: B
Q2) a set of rules and standards that any two entities use for communication
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: F
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Chapter 4: Supporting Processors and Upgrading Memory
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Sample Questions
Q1) What component of a processor handles all logical comparisons and calculations inside the processor?
A) ALU
B) register
C) bus
D) control unit
Q2) List the four major categories of memory modules and mention how they are used today.
Q3) A DDR4 DIMM with a PC rating of PC4-17000 is running at what speed?
A) 1800 MHz
B) 2000 MHz
C) 2133 MHz
D) 3000 MHz
Q4) What type of processor memory is located on the processor chip (processor die)?
A) Level 0 cache
B) Level 1 cache
C) Level 2 cache
D) Level 3 cache
Q5) There are nine features that affect performance and compatibility of a processor with the motherboard. List four of them.
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Chapter 5: Supporting the Power System and Troubleshooting Computers
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Sample Questions
Q1) the technology most commonly used by battery packs
A) Windows pinwheel
B) BSOD
C) heat sink
D) CAG
E) dual rail
F) driver store
G) UPS
H) sheet battery
I) lithium ion
J) Memory Diagnostics
Q2) If you suspect your system is overheating, how can you determine the CPU temperature?
A) in Windows, go to System Information
B) the CPU has a temperature display screen
C) press a room thermometer on the top of the CPU
D) go into UEFI/BIOS setup and find the temperature monitors for the system
Q3) What causes a BSOD and how should you begin the troubleshooting process?
Q4) What are the FRUs on a motherboard?
Q5) What are POST code beeps and how should you respond to them?
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Chapter 6: Supporting Hard Drives and Other Storage
Devices
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51 Flashcards
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Sample Questions
Q1) Which statement regarding hard drives is incorrect?
A) the 3.5" size is typically used in desktops
B) a solid state drive has no moving parts
C) solid state drives are less expensive than magnetic hard drives
D) tracks on a hard drive are divided into sectors
Q2) If a computer is performing slowly due to file fragmentation, what Windows tool can be utilized to rearrange fragments?
A) Computer Management
B) defragmentation tool
C) defraggler
D) Disk cleanup
Q3) Describe the two different kinds of tapes accepted by tape drives.
Q4) What two optical disc drive standards allow for rewritable discs?
A) DVD-ROM
B) DVD-RAM
C) BD-ROM
D) BD-RE
Q5) What do you need to keep in mind about the system BIOS when selecting a hard drive?
Q6) Describe what a hybrid hard drive is. Page 8
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Page 9
Chapter 7: Survey of Windows Features and Support Tools
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Sample Questions
Q1) What is another name for the notification area in Windows?
A) system tray
B) taskbar
C) Control Panel
D) Start Menu
Q2) What software in Windows 8 serves as built-in antivirus software?
A) Windows Firewall
B) BitLocker
C) Windows AntiMalware
D) Windows Defender
Q3) A hard drive can only have one single root directory.
A)True
B)False
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
Q5) What is the Windows taskbar and how is it used?
Q6) Describe two methods for launching an application.
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Chapter 8: Installing Windows
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Sample Questions
Q1) What important information is needed if you are installing an OEM version of Windows 7?
A) installation code
B) Receipt of purchase
C) OEM license
D) product key
Q2) . Describe the zero-touch, high-volume deployment strategy for Windows.
Q3) What commands are used by the USMT software? (Choose all that apply.)
A) imagecopy
B) scanstate
C) loadstate
D) imagestate
Q4) 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
Q5) Describe some advantages of a 64-bit versus 32-bit version of Windows.
Q6) List the six editions of Windows 7.
Q7) Describe a virtual machine.
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Chapter 9: Supporting I/O Devices
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Sample Questions
Q1) Which statement regarding the USB standard and USB devices is accurate?
A) up to 64 USB devices can be daisy chained together
B) USB uses parallel data transmissions
C) a USB cable has four wires, two for power and two for communication
D) USB devices must supply their own power
Q2) What is DirectX?
Q3) In order to enable the Windows 7 Aero user interface, how much video memory must be available to the video controller?
A) 64MB
B) 128MB
C) 256MB
D) 1GB
Q4) What should you install in a server room that will save space by allowing you to control multiple servers with a single mouse, keyboard, and monitor?
A) a MIDI connector
B) a digitizer
C) biometric device
D) a KVM switch
Q5) What is DiplayPort?
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Chapter 10: Maintaining Windows
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Sample Questions
Q1) Windows needs free space on the hard drive for normal operation, for defragmenting the drive, for burning CDs and DVDs, and for a variety of other tasks, so it's important to delete unneeded files occasionally.
A)True
B)False
Q2) The chkdsk command will not fix anything on the drive unless the drive is unlocked.
A)True
B)False
Q3) What is the Globally Unique Identifier Partition Table (GUID)?
Q4) If a storage pool is configured as if it has more virtual storage than the physical drives actually offer, what feature is being used?
A) thick provisioning
B) thin provisioning
C) explicit zeroing
D) implicit zeroing
Q5) What is a user profile, and what are the two general items it consists of?
Q6) Discuss defragmenting as it applies to solid-state drives used in a Windows 7 system.
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Chapter 11: Optimizing Windows
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Sample Questions
Q1) Using what utility allows you to build your own customized console windows?
A) Microsoft Management Console
B) Microsoft Manager Console
C) Microsoft Management Components
D) Microsoft Manager Controls
Q2) What registry key is considered to be the most important key, containing hardware, software, and security data?
A) HKEY_LOCAL_MACHINE
B) HKEY_CURRENT_CONFIG
C) HKEY_CLASSES_ROOT
D) HKEY_USERS
Q3) When troubleshooting slow performance, how can you check for a history of problems?
Q4) You do not have to be logged on as an administrator in order to use tools found in Computer Management.
A)True
B)False
Q5) Explain how to disable the Aero Interface in Windows 7.
Q6) How can you check for unwanted scheduled tasks?
Q7) List and describe the ways to backup the registry.
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Chapter 12: Supporting Customers and Troubleshooting
Windows
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Sample Questions
Q1) A command used to find the ID number of each running process
A) call tracking
B) Blue Screen of Death
C) System File Checker
D) escalate
E) Component Services
F) default program
G) Taskkill
H) Tasklist
I) ticket
J) Regsvr32
Q2) What should be entered at a command prompt in order to scan all system files?
A) msinfo32 /verify
B) systeminfo /sysfiles
C) sfc /scannow
D) chkdsk /r
Q3) List the six steps of the troubleshooting process.
Q4) What is an expert system and what is used for?
Page 15
Q5) What should you do if you cannot solve a problem that you are working on?
Q6) Briefly explain why you should document after you have solved a problem.
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Page 16
Chapter 13: Troubleshooting Windows Startup
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Sample Questions
Q1) A hard boot takes more time than a soft boot.
A)True
B)False
Q2) What command can be issued within Windows RE to enable networking?
A) ifconfig start
B) netconf load
C) wpeinit
D) netsh if up
Q3) What are some of the responsibilities of the kernel during the startup process? (Choose all that apply.)
A) Activates the HAL
B) starts critical services
C) Loads system registry hive
D) Starts the Session Manager
Q4) When would you use the "Enable Low-Resolution Video" option?
Q5) What is the last thing that occurs in the Windows 7 boot process before the Windows desktop appears?
Q6) What is the SFC tool, and how can it be used to identify files that may need manual replacement?
Q7) What is Windows RE and how can you use it?
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Chapter 14: Connecting To and Setting Up a Network
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Sample Questions
Q1) identifies a computer and the network to which it belongs, such as www.cengage.com
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
Q2) Describe a domain name and provide examples of domain names.
Q3) Unicast addresses include what types of addresses? (Choose all that apply).
A) global address
B) anycast address
C) multicast address
D) link-local address
Q4) What are the two mail protocols used for delivery of messages, and how do they function?
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Chapter 15: Supporting Network Hardware
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Sample Questions
Q1) the average of the actual speed of a network
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 type of device do you need if you want to connect two network segments together such as a wireless network and a wired network?
A) hub
B) NAS
C) repeater
D) bridge
Q3) What is the difference between bandwidth and throughput?
Q4) What are some of the considerations when deciding between cable Internet and DSL? Describe two.
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Chapter 16: Supporting Mobile Operating Systems
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Sample Questions
Q1) What port is utilized by secure IMAP (IMAPS)?
A) 110
B) 143
C) 995
D) 993
Q2) What is tethering?
Q3) What software programming languages can be used for an iOS app? (Choose all that apply.)
A) Objective-C
B) C
C) C++
D) Java
Q4) What mobile operating system is the Fire OS used by Amazon's Kindle Fire devices based on?
A) Symbian
B) BlackBerry OS
C) Java Micro Edition
D) Android
Q5) What is the CDMA equivalent of a SIM card?
Q6) How are apps for iOS distributed?
Page 20
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Chapter 17: Windows Resources on a Network
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Q1) What type of permission should you set to control access to files and folders by local and network users?
A) Sharing on FAT32 volumes only
B) NTFS on NTFS volumes only
C) NTFS on exFAT or NTFS volumes
D) Sharing on NTFS or exFAT volumes
Q2) Describe two of the four different ways a Remote Assistance session can be initiated.
Q3) Regarding the use of Group Policy, what statement is NOT accurate?
A) policies can be applied to a computer
B) all policies are applied before the logon screen appears
C) Group Policy is available in Windows Professional edition
D) you can set the QoS level for an application using Group Policy
Q4) What two applications are an example of a mail server and a mail client application, respectively?
A) Exchange
B) Maverick
C) Outlook
D) Firefox
Q5) Briefly describe Remote Desktop and its OS requirements.
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Chapter 18: Security Strategies
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Q1) With respect to the default users and password settings, how can you use Group Policy to make your system more secure?
Q2) Using Group Policy, you can set security policies to help secure a workstation.
A)True
B)False
Q3) a code used to identify and authenticate a person or organization sending data over a network
A) adware
B) digital certificate
C) grayware
D) keylogger
E) dictionary attack
F) social engineering
G) tailgating
H) Trojan
I) zombie
J) Worm
Q4) What is a Trojan, and how is it installed?
Q5) What are the risks in using BitLocker to secure your system and how can you mitigate these risks?
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Chapter 19: Supporting Printers and Customizing a System
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Q1) data sent to a printer without any formatting or processing
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
Q2) Laser printers automatically calibrate themselves periodically.
A)True
B)False
Q3) What should you never do when working on a laser printer?
A) work alone
B) use a toner vacuum
C) unplug the printer
D) wait for the printer to cool
Q4) Describe the exposing or writing step of laser printing.
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) software that is installed on a computer and used to manage virtual machines
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
Q2) What is the Linux operating system?
Q3) Swiping up with three fingers on Mac OS X launches what?
A) Dashboard
B) Mission Control
C) Spotlight
D) System Preferences
Q4) On Linux, the root user's home directory is /home/root.
A)True
B)False
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