Technical Support Fundamentals
Exam Bank
Course Introduction
Technical Support Fundamentals introduces students to the essential concepts, skills, and practices necessary for providing effective technical support in a variety of environments. The course covers foundational topics such as troubleshooting computer hardware and software, understanding operating systems, managing networks, and using diagnostic tools. Students learn how to communicate efficiently with users, document issues, and resolve common technical problems, while developing professionalism and customer service skills. Through hands-on exercises and real-world scenarios, students gain practical experience that prepares them for entry-level roles in IT support and further study in information technology.
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) also called the processor, or microprocessor, does most of the processing of data and instructions for the entire system
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: I
Q2) A DVI port transmits a video signal and is also called a DB-15 port.
A)True
B)False
Answer: False
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Chapter 2: Working Inside Desktops and Laptops
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Q1) What is the second step in opening the case of a working computer?
A) press and hold down the power button for a moment
B) back up important data
C) power down the system and unplug it
D) open the case cover
Answer: C
Q2) What is the first step you should perform before working inside the case of a working computer?
Answer: If you are starting with a working computer, make sure important data is first backed up. Copy the data to an external storage device such as a flash drive or external hard drive. If something goes wrong while you're working inside the computer, at least your data will be safe.
Q3) What does a small triangle embedded on a connector signify?
A) use caution when using the connector
B) the wire nearest the triangle is pin 1
C) the pin near the triangle should be matched with a circular pin
D) the connector is optional and need not be attached
Answer: B
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Chapter 3: All About Motherboards
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Q1) When you build a computer from parts, you usually start by deciding on which processor and motherboard you will use.
A)True
B)False
Answer: True
Q2) two small posts or metal pins on the motherboard that are either open or closed
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: E
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Page 5
Chapter 4: Supporting Processors and Upgrading Memory
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Q1) When installing a processor, you must line up the red circle on the processor with the right-angle mark on the motherboard.
A)True
B)False
Q2) What Intel processor technology interconnects the processor, chipset, and wireless network adapter as a unit, improving laptop performance?
A) Pentium
B) Core i5
C) Celeron
D) Centrino
Q3) What are the four categories of DDR memory and how do they compare with regular SDRAM and each other?
Q4) What two different DIMM technologies below can be used in a quad channel configuration?
A) SDRAM
B) DDR3
C) SDRAMII
D) DDR4
Q5) 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) What are three questions you might want to ask a user when he brings a computer problem to you?
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 are the FRUs on a motherboard?
Q4) A cooler with heat pipes, which contain a small amount of liquid that becomes a vapor when heated, allowing heat to be drawn away from the CPU without the use of a fan is known by what two terms?
A) vapor cooler
B) passive CPU cooler
C) fanless CPU cooler
D) inactive CPU cooler
Q5) What are some of the possible causes of intermittent device failures?
Page 7
Q6) List three possible symptoms of a problem with a computer's electrical system.
Q7) Why should a power supply be rated about 30 percent higher than expected needs?
Q8) List two symptoms of a system that might be overheating.
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Page 8
Chapter 6: Supporting Hard Drives and Other Storage
Devices
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Q1) What two optical disc drive standards allow for rewritable discs?
A) DVD-ROM
B) DVD-RAM
C) BD-ROM
D) BD-RE
Q2) Describe the parts of a magnetic hard disk.
Q3) The SATA/600 standard is also known by what other name?
A) SATAI
B) SATAII
C) SATAIII
D) SATA revision 4
Q4) 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
Q5) The 2.5" size hard drive is typically used in devices such as MP3 players.
A)True
B)False
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Chapter 7: Survey of Windows Features and Support Tools
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Q1) What is the purpose of the UAC box?
Q2) Which of the following are valid types of user accounts in Windows?
A) visitor
B) administrator
C) standard
D) temporary
Q3) Can give you a quick look at what hardware and software is installed
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) The Windows 8 interface is known as the Aero interface.
A)True
B)False
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Chapter 8: Installing Windows
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Q1) an installation that does not require a technician to respond to prompts by the setup program
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) What is the name for a partition that has been formatted and assigned a drive letter?
A) partition
B) root
C) volume
D) container
Q3) How can a technician boot a PC directly to a network to receive Windows PE from a deployment server?
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Chapter 9: Supporting I/O Devices
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Q1) What two colored RCA connectors in a component video cable are used for audio?
A) red
B) blue
C) white
D) green
Q2) another term for graphics tablet, which is used to hand draw
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 DiplayPort?
Q4) Describe a touch screen device.
Q5) What is a barcode reader and how are they typically connected to a computer?
Q6) What is a KVM switch and how might one be useful?
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Chapter 10: Maintaining Windows
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Q1) Using Windows 7 Backup and Restore, you can back up the volume on which Windows is installed.
A)True
B)False
Q2) Text files that are called initialization files often utilize what two file name extensions?
A) .init
B) .ini
C) .inf
D) .start
Q3) What is a snapshot of the system settings and configuration called?
A) rollback point
B) restore unit
C) rollback unit
D) restore point
Q4) What is the fourth partition on a hard drive called?
A) extended partition
B) master boot record
C) volume
D) primary partition
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Chapter 11: Optimizing Windows
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Q1) When troubleshooting slow performance, how can you check for a history of problems?
Q2) Windows Task Scheduler can be set to launch a task or program at a future time, including at startup.
A)True
B)False
Q3) When a user logs into Windows, what registry key is created?
A) HKEY_LOCAL_MACHINE
B) HKEY_CURRENT_CONFIG
C) HKEY_USERS
D) HKEY_CURRENT_USER
Q4) What is the term given to the individual tools in a console?
A) consoles
B) add-ins
C) snap-ins
D) views
Q5) How can you check for unwanted scheduled tasks?
Q6) List and describe the ways to backup the registry.
Q7) Discuss the purpose of the priority level for CPU resources.
Q8) Describe the Windows kernel, including its two main components.
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Chapter 12: Supporting Customers and Troubleshooting Windows
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Q1) The System Restore utility can be started from command line using what executable?
A) msconfig.exe
B) sfc.exe
C) services.msc
D) rstrui.exe
Q2) Which of the following involves assigning a problem to those higher in the support chain?
A) ticket logging
B) problem escalation
C) responsibility passing
D) issue resolution
Q3) 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
Q4) Describe the steps you should take if you need to end a hanging application and Task Manager is unable to end it.
Q5) List the six steps of the troubleshooting process.
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Chapter 13: Troubleshooting Windows Startup
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Q1) In order to remove any partition or volume information from a selected disk, what diskpart command should be used?
A) format
B) select partition
C) clean
D) create partition primary
Q2) Under the Advanced Options screen, what startup option should be enabled in order to view what did and did not load during the bootup?
A) Event Viewer
B) Boot Logging
C) Safe Mode with Networking
D) Windows Boot Manager
Q3) What dynamic link library handles low-level hardware details?
A) Ntoskrnl.exe
B) Smss.exe
C) Hal.dll
D) Winlogon.exe
Q4) You have received a "No boot device found" notification upon booting your system. What does this mean, and what can you do to troubleshoot it?
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Chapter 14: Connecting To and Setting Up a Network
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Q1) Describe how a computer with a Private IP address accesses the Internet.
Q2) designed to make it easier for users to connect their computers to a wireless network when a hard-to-remember SSID and security key are used
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) What two protocols are used to deliver mail messages?
A) POP3
B) SNMP
C) SMTP
D) IMAP4
Q4) Describe communications at the application level - give an example.
Q5) Describe the Lightweight Directory Access Protocol.
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Chapter 15: Supporting Network Hardware
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Q1) Describe a WAN and give an example of a WAN.
Q2) 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
Q3) What DSL technology provides equal bandwidth in both directions?
A) ADSL
B) VDSL
C) SDSL
D) HDSL
Q4) What is the difference between bandwidth and throughput?
Q5) What is the nslookup command, and what does it do?
Q6) What is Power over Ethernet and how might you use it?
Page 18
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Chapter 16: Supporting Mobile Operating Systems
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Q1) A Bluetooth PIN code requires the entry of a PIN that is how many digits in length?
A) 4
B) 6
C) 8
D) 12
Q2) What company acquired Android code in 2005 and has a leadership role in its development?
A) Apple
B) Symbian
C) Google
D) Yahoo
Q3) What are the names of the application stores for iOS and Google Android devices respectively?
A) iOS AppDrive
B) App Store
C) Google Store
D) Google Play
Q4) Describe Android's Safe Mode.
Q5) Describe how soft reset and hard reset differ on iOS and Android devices.
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Chapter 17: Windows Resources on a Network
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Q1) What protocol must be supported by routers in order to utilize Remote Assistance Easy Connect?
A) SMTP
B) PNRP
C) SNMP
D) LDAP
Q2) What task can't be performed from the IE General tab?
A) change the home page
B) disable file downloads
C) delete browsing history
D) manage the IE cache
Q3) How does Remote Assistance differ from Remote Desktop?
Q4) The default value of the security level in IE is Medium-high.
A)True
B)False
Q5) What is an authentication server, and how does Active Directory satisfy this role?
Q6) Describe two of the four different ways a Remote Assistance session can be initiated.
Q7) What is a data source, and how is it used?
Page 20
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Chapter 18: Security Strategies
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Q1) type of spyware that tracks your keystrokes, including passwords
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 device provides a strong magnetic field used to completely erase data on a hard drive or tape drive?
A) ATA Secure Erase
B) low-level format
C) degausser
D) magnetic data filter
Q3) Describe how you can control how a user logs on to a Windows system and how doing so can make a system more secure.
Q4) List five of the different criteria that make up a secure password?
Page 21
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Chapter 19: Supporting Printers and Customizing a System
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Q1) What tool can you use to stop and restart the Windows print spooler?
A) Service console
B) Task Manager
C) Performance Monitor
D) MSConfig"
Q2) How do you stop and restart the Windows Print Spooler service?
Q3) How does a color laser printer operate compared to a regular laser printer?
Q4) What wireless methods exist for connecting to a printer? (Choose all that apply.)
A) Bluetooth
B) ZigBee
C) Wi-Fi infrastructure mode
D) Wi-Fi ad-hoc mode
Q5) Describe the function of an impact printer.
Q6) What type of printer is slower than a laser printer, and also tends to smudge on inexpensive paper?
A) Laser
B) Dye-sublimation
C) Thermal
D) Inkjet
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) On Linux, the root user's home directory is /home/root.
A)True
B)False
Q2) What two commands are used to change the permissions and ownership of a file or directory in Linux?
A) chmod
B) cacls
C) usermod
D) chown
Q3) What statement regarding Type 1 hypervisors is accurate?
A) They are typically used on desktops and laptops
B) The VirtualBox software is an example
C) They are called bare-metal hypervisors
D) They install as an application
Q4) Define a Type 2 hypervisor, and provide two examples of a Type 2 hypervisor.
Q5) The Android OS for mobile devices is based on Linux.
A)True
B)False
Q6) What is the Linux operating system?
Q7) Explain what a thin client is, and detail when it might be used.
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