Desktop Support Technician
Test Preparation
Course Introduction
This course provides students with the foundational knowledge and practical skills required to support, maintain, and troubleshoot desktop computers in a professional environment. Key topics include installation and configuration of operating systems, management of software and hardware peripherals, understanding basic networking concepts, and ensuring security and data integrity on workstations. Students will gain hands-on experience with real-world scenarios, developing effective communication and problem-solving abilities to assist users and resolve technical issues efficiently. This course prepares individuals for entry-level desktop support roles and for further certification such as CompTIA A+.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
Available Study Resources on Quizplus
20 Chapters
1000 Verified Questions
1000 Flashcards
Source URL: https://quizplus.com/study-set/260 Page 2
Chapter 1: First Look at Computer Parts and Tools
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4274
Sample Questions
Q1) a type of memory slot found on a motherboard
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: B
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
To view all questions and flashcards with answers, click on the resource link above.
3
Chapter 2: Working Inside Desktops and Laptops
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4275
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) you clip it to the side of the computer case to dissipate any charge between you and the computer
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: G
To view all questions and flashcards with answers, click on the resource link above. Page 4
Chapter 3: All About Motherboards
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4276
Sample Questions
Q1) What socket type is soldered to the motherboard, along with the CPU?
A) SPGA
B) FCLGA
C) BGA
D) PGA
Answer: C
Q2) What is a possible remedy if your system hangs at odd times or during the boot?
A) install new CMOS RAM
B) remove the TPM chip
C) flash the BIOS
D) format the hard disk
Answer: C
Q3) The Haswell and Broadwell chipsets work with what two different types of RAM?
A) DDR
B) DDR2
C) DDR3
D) DDR4
Answer: C, D
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Supporting Processors and Upgrading Memory
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4277
Sample Questions
Q1) 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
Q2) Which of the following is NOT the name of a current family of Intel processors?
A) Duo
B) Core
C) Atom
D) Celeron
Q3) What technology in a DIMM informs the BIOS of the module's size, speed, voltage, and data path width?
A) SPD
B) ECC
C) Buffers
D) DDR
Q4) There are nine features that affect performance and compatibility of a processor with the motherboard. List four of them.
Q5) Describe the three levels of cache used by a processor.
Q6) List and describe the components found in a Pentium processor.
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Supporting the Power System and Troubleshooting Computers
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4278
Sample Questions
Q1) One long and two short beeps when using an Award BIOS is an indication of what issue?
A) memory error
B) hard drive not found
C) a video problem
D) a CPU problem
Q2) What is an indication that an inadequate power supply is the source of an intermittent problem?
A) the power supply whines when you first turn on the system
B) you don't see any indicator lights or fans spinning
C) BIOS loses its date and time settings
D) the system tries to boot from the wrong device
Q3) What are the two highest heat producing components in a system?
A) hard drive
B) processor
C) CDROM drive
D) video card
Q4) A Molex connector supplies +3.3V, +5V, and -12V voltages.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Supporting Hard Drives and Other Storage Devices
Available Study Resources on Quizplus for this Chatper
51 Verified Questions
51 Flashcards
Source URL: https://quizplus.com/quiz/4279
Sample Questions
Q1) What two SD standards utilize the FAT file system?
A) SD
B) SDXC
C) SDHE
D) SDHC
Q2) 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
Q3) 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
Q4) Describe what a hybrid hard drive is.
Q5) List three steps that can be taken to troubleshoot a Windows startup issue.
Q7) Discuss how a solid state drive works. Page 8
Q6) Describe the parts of a magnetic hard disk.
To view all questions and flashcards with answers, click on the resource link above.
Page 9
Chapter 7: Survey of Windows Features and Support Tools
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4280
Sample Questions
Q1) A Microsoft online storage service
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
Q2) What part of the Windows display shows information about open programs and provides quick access to others?
A) Aero Snap
B) taskbar
C) notification area
D) properties
Q3) Describe the Aero user interface including which editions of Windows it is available on and its requirements.
Q4) Explain why it is important to empty the Recycle Bin.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 8: Installing Windows
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4281
Sample Questions
Q1) a command that provides encryption options and hard link management within USMT
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) For some brand-name computers, the hard drive contains a partition that can be used to reinstall Windows. What is the name for this partition?
A) reinstall partition
B) recovery partition
C) restore partition
D) rebuild partition
Q3) List and describe the three choices you have if Windows is already installed on the hard drive and you want to install a different Windows operating system.
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 9: Supporting I/O Devices
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4282
Sample Questions
Q1) used with a graphics tablet and works like a pencil
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
Q2) A SuperSpeed USB port is capable of attaining what maximum data transfer speed?
A) 1.2 Gbps
B) 1.5 Gbps
C) 5 Gbps
D) 6 Gbps
Q3) How does an OLED monitor work?
Q4) What is a KVM switch and how might one be useful?
Q5) Describe an S-Video port.
Q6) What is a biometric device, and how is it used?
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 10: Maintaining Windows
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4283
Sample Questions
Q1) What command should you use to rearrange parts of files on the drive so they are contiguous?
A) Optimize
B) Analyze
C) Defrag
D) Chkdsk
Q2) Describe how the format command is used, and what it does.
Q3) an extra copy of a data or software file that you can use if the original file becomes damaged or destroyed
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
Q4) What is a user profile, and what are the two general items it consists of?
Page 13
To view all questions and flashcards with answers, click on the resource link above.
Chapter 11: Optimizing Windows
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4284
Sample Questions
Q1) The Home editions of Windows 7 do not include the Local Security Policy or Print Management.
A)True
B)False
Q2) There is no undo feature in the Registry Editor.
A)True
B)False
Q3) When troubleshooting a device or service that has failed to start, what utility may have information regarding the cause?
A) Microsoft Management Console
B) Event Viewer
C) Performance Monitor
D) Resource Monitor
Q4) Explain how to disable the Aero Interface in Windows 7.
Q5) Regarding the Performance Monitor utility, which statements are accurate? (Choose all that apply.)
A) can monitor in real time
B) can save data in logs
C) keeps a log of errors
D) helps to identify bottlenecks
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 12: Supporting Customers and Troubleshooting
Windows
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4285
Sample Questions
Q1) a utility that is used to register component services
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) If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.
A)True
B)False
Q3) What console can be used to enable, disable, start, or stop a service?
A) msconfig
B) services.msc
C) devmanage.msc
D) taskmgr
To view all questions and flashcards with answers, click on the resource link above. Page 15
Chapter 13: Troubleshooting Windows Startup
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4286
Sample Questions
Q1) for a GPT hard drive, the bootable partition used to boot the OS and contains the boot manager program for the OS
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
Q2) The Advanced Boot Options screen can be displayed by pressing what key during the boot sequence?
A) F4
B) F8
C) F10
D) F12
Q3) What is the SFC tool, and how can it be used to identify files that may need manual replacement?
To view all questions and flashcards with answers, click on the resource link above. Page 16
Chapter 14: Connecting To and Setting Up a Network
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4287
Sample Questions
Q1) A group of computers on a peer-to-peer network that are sharing resources
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) What type of device can be used to block unwanted traffic initiated from the Internet and can also restrict Internet access from an internal network?
A) hub
B) switch
C) firewall
D) VPN
Q3) Describe communications at the application level - give an example.
Q4) What is DNS and how does it work?
Q5) Describe the contents and purpose of a subnet mask.
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 15: Supporting Network Hardware
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4288
Sample Questions
Q1) What consideration should be taken for Ethernet cables that are installed in plenum areas?
Q2) What statement regarding crossover cables is accurate?
A) it's normally used to connect a computer to a hub or switch
B) you use the T568B wiring standard on both ends
C) it is required to connect two Gigabit Ethernet switches together
D) it can be used to connect two PCs together
Q3) What command will display a list of active and inactive network interfaces on Unix, Linux, and Mac OS X?
A) ipconfig -a
B) ifconfig -a
C) netsh show interfaces
D) ip list network
Q4) What cable system utilizes a fiber-optic cable?
A) 10GBaseT
B) 1000BaseFX
C) 10Base2
D) 10Base5
Q5) What is Power over Ethernet and how might you use it?
Q6) What are the differences between a hub and a switch?
Page 18
To view all questions and flashcards with answers, click on the resource link above.
Chapter 16: Supporting Mobile Operating Systems
Available Study Resources on Quizplus for this Chatper
49 Verified Questions
49 Flashcards
Source URL: https://quizplus.com/quiz/4289
Sample Questions
Q1) What name is given to the Windows Phone 8.1 virtual assistant?
A) Spartan
B) John
C) Cortana
D) Chief
Q2) a device that contains a disc that is free to move and can respond to gravity as the device is moved
A) accelerometer
B) hotspot
C) gyroscope
D) iOS
E) Android
F) AirDrop
G) Handoff
H) IMSI
I) IMEI
J) Pairing
Q3) What is the CDMA equivalent of a SIM card?
Q4) Describe how Android apps are distributed.
Q5) Describe how soft reset and hard reset differ on iOS and Android devices.
To view all questions and flashcards with answers, click on the resource link above. Page 19
Chapter 17: Windows Resources on a Network
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4290
Sample Questions
Q1) a group that exists on Windows 8/7/Vista for backwards compatibility purposes with Windows XP
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) User accounts that are issued a temporary user profile that is deleted when the user signs out are members of what group?
A) Administrators group
B) Backup Operators group
C) Power Users group
D) Guests group
Q3) Describe two of the four different ways a Remote Assistance session can be initiated.
To view all questions and flashcards with answers, click on the resource link above. Page 20
Chapter 18: Security Strategies
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4291
Sample Questions
Q1) When creating a strong password, what are some valid criteria the password should meet? (Choose all that apply.)
A) The password should be at least eight characters long.
B) You should not use adjacent keys on the keyboard, such as asdf.
C) You should combine uppercase and lower case letters, numbers, and symbols.
D) You can use words from a foreign language to make the password more secure.
Q2) Describe file and folder encryption in Windows (not how you encrypt a file).
Q3) What are the risks in using BitLocker to secure your system and how can you mitigate these risks?
Q4) What is a Trojan, and how is it installed?
Q5) What statement is true regarding the Guest account in Windows 7?
A) it is disabled by default
B) it automatically has a complex password
C) you cannot rename it
D) it has administrative access
Q6) Requiring users to press Ctrl+Alt+Delete to get a logon window is more secure than the welcome screen.
A)True
B)False
Q7) If you wish to monitor logon failures, what should you do?
To view all questions and flashcards with answers, click on the resource link above. Page 21
Chapter 19: Supporting Printers and Customizing a System
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4292
Sample Questions
Q1) a type of electrophotographic printer that can range from a small, personal desktop model to a large, network printer capable of handling and printing large volumes continuously
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) The developing, transferring, fusing, and cleaning steps of the laser printing process use the printer components that undergo the most wear.
A)True
B)False
Q3) Laser printers automatically calibrate themselves periodically.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 22
Chapter 20: Virtualization, Linux, and Mac OS X
Available Study Resources on Quizplus for this Chatper
50 Verified Questions
50 Flashcards
Source URL: https://quizplus.com/quiz/4293
Sample Questions
Q1) the search app for Mac, can be configured to search the local computer, Wikipedia, iTunes, the Maps app, the web, and more.
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) Explain what a thin client is, and detail when it might be used.
Q3) Swiping up with three fingers on Mac OS X launches what?
A) Dashboard
B) Mission Control
C) Spotlight
D) System Preferences
Q4) Define a Type 2 hypervisor, and provide two examples of a Type 2 hypervisor.
Q5) What is the terminal in Linux?
23
To view all questions and flashcards with answers, click on the resource link above.