IT Support Fundamentals
Exam Bank
Course Introduction
IT Support Fundamentals introduces students to the core concepts, tools, and best practices necessary for providing effective technical support in various organizational settings. The course covers essential topics including operating systems, hardware and software troubleshooting, networking basics, security principles, customer service skills, and the use of ticketing systems. Students will gain practical knowledge through hands-on labs and real-world scenarios, preparing them to resolve common IT issues, communicate solutions clearly, and manage IT resources efficiently. This foundational course is ideal for those seeking entry-level roles in IT support or looking to strengthen their understanding of the technological backbone of modern workplaces.
Recommended Textbook
A+ Guide to Managing and Maintaining Your PC 7th Edition by Jean Andrews
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22 Chapters
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Chapter 1: Introducing Hardware
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Q1) Data and instructions are stored on special ROM (read-only memory)chips on the board and are called the ____.
A)flash
B)microcode
C)BIOS
D)Symbols
Answer: C
Q2) A(n)____ drive is considered standard equipment on most computer systems today because most software is distributed on CDs or DVDs.
A)floppy
B)flash
C)optical
D)hard
Answer: C
Q3) A motherboard can have more than one bus,each using a different protocol,speed,data path size,and so on.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Introducing Operating Systems
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Q1) The ______________________________ gives a wealth of information about installed hardware and software,the current system configuration,and currently running programs.
Answer: System Information utility
Q2) The ____________________ is a window containing several small utility programs called applets that are used to manage hardware,software,users,and the system.
Answer: Control Panel
Q3) ____________________ are generally used for Web browsing,e-mail,and word processing by users on the go.
Answer: Netbooks
Q4) A ____ is one or more characters following the last period in a filename,such as .exe,.txt,or .avi.
A)filename
B)file extension
C)file version
D)file type
Answer: B
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Chapter 3: Working With People in a Technical World
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Q1) ____ customers are those where you both work for the same company,in which case you might consider the customer your colleague
A)External
B)Partner
C)Adjunct
D)Internal
Answer: D
Q2) To improve your attitude,you must do it from your ____.
A)heart
B)head
C)intellect
D)language
Answer: A
Q3) When you're working with or talking to a customer,focus on ____.
A)the amount of time
B)the solution
C)the problem
D)him or her
Answer: D
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Page 5
Chapter 4: Form Factors, power Supplies, and Working
Inside a Computer
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Q1) A measure of electrical current
A)Volt
B)BTX
C)NLX
D)Watt
E)MicroBTX
F)Form factors
G)ATX
H)PicoBTX
I)Amp
Q2) Some video cards use a(n)____ that helps to hold the card securely in the slot.
A)latch
B)lock
C)limit
D)attachment
Q3) Older hard drives use a(n)____-conductor IDE ribbon cable.
A)20
B)40
C)60
D)80
Page 6
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Chapter 5: All About Motherboards
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Q1) Has 775 lands or pads
A)LGA775 or Socket T
B)F2 or F1
C)LGA1366 or Socket B
D)Socket 423
E)boot sequence
F)Socket 478
G)Del
H)LGA771 or Socket J
I)Ctrl+Alt+Enter
Q2) A(n)____________________ is a command to the processor to wait for slower devices to catch up.
Q3) Throughput is sometimes called ____.
A)speed
B)capacity
C)bandwidth
D)expandability
Q4) Discuss the high-performance chipsets.
Q5) Discuss what you should do while you are in BIOS set up in order to make sure the setting are set to default while installing a motherboard.
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Chapter 6: Supporting Processors
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Q1) When you hear ____ during post,you know that a keyboard controller failed or video controller failed.
A)Two beeps
B)Three beeps followed by three, four, or five beeps
C)Four beeps followed by two, three, or four beeps
D)One beep followed by three, four, or five beeps
Q2) The most popular method of cooling overclocked processors is a(n)____.
A)air boosted system
B)peltier system
C)liquid cooling system
D)heat pipe system
Q3) Using the ____ technology,the Intel processor,chipset,and wireless network adapter are all interconnected as a unit,which improves laptop performance.
A)Centrino
B)Core
C)vPro
D)Centrum
Q4) Every Intel processor also has a specification number called a(n)____________________ number printed somewhere on the processor.
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Chapter 7: Upgrading Memory
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Q1) To upgrade memory means to add more ____ to a computer.
A)ROM
B)Flash
C)RAM
D)disk
Q2) Most often,placing memory on the motherboard and updating the BIOS manually is all that is necessary for installation.
A)True
B)False
Q3) Has two notches on the module
A)MicroDIMMs
B)72-pin SIMM
C)SRAM
D)240-pin DDR3 DIMM
E)168-pin SDRAM DIMM
F)Re-marked chips
G)SO-DIMM
H)30-pin SIMM
I)DRAM
Q4) Describe the different types of Double Data Rate SDRAM.
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Chapter 8: Supporting Hard Drives
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Q1) A hard disk drive (HDD),most often called a hard drive,comes in two sizes for personal computers: the 1.8" size is used for laptop computers and the 2.5" size is used for desktops.
A)True
B)False
Q2) List four factors to consider when purchasing a hard drive.
Q3) Moves the read/write heads across the disk surfaces in unison
A)Hybrid hard drive
B)FAT
C)File system
D)Block mode
E)Solid state drive
F)Cluster
G)Actuator
H)NTFS
I)Basic disk
Q4) Each FAT entry lists how each ____________________ (or file allocation unit)on the disk is currently used.
Q5) List and describe the two items contained in the Master Boot Record.
Q6) List the four possible configurations for the four EIDE devices in a system.
Page 10
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Chapter 9: Installing and Supporting Io Devices
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Q1) ____ can use cables up to 100 meters (328 feet),and uses a 9-pin rectangular connector.
A)1394a
B)1394b
C)1394
D)1394c
Q2) Problems with a device can sometimes be solved by updating the ____ or firmware.
A)device patches
B)device drivers
C)device scanners
D)device containers
Q3) Discuss matching the video card with the best match for a monitor.
Q4) USB is much easier to configure and faster than regular serial or parallel ports and uses higher-quality cabling.
A)True
B)False
Q5) Discuss what to try if the monitor flickers,has wavy lines or both.
Q6) A(n)____________________ motherboard used with an Energy Saver monitor can be configured to go into standby or sleep mode after a period of inactivity.
Page 11
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Chapter 10: Multimedia Devices and Mass Storage
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Q1) Used for all hard drives.
A)Stereo
B)BNC
C)Slave
D)Sound card
E)FireWire input/output port
F)SATA connections
G)Master
H)DVI
I)Onboard sound
Q2) For EIDE,there are four choices for drive installations: ____.
A)primary slave, primary major, primary secondary, and secondary primary
B)primary master, primary slave, secondary master, and secondary slave
C)primary master, primary secondary, secondary master, and secondary secondary
D)primary minor, primary major, secondary major, and secondary minor
Q3) Discuss the input and output ports that a video capture card offers.
Q4) Describe TV tuner and video capture cards.
Q5) List five things to try if you have problems with an optical drive.
Q6) Discuss the biggest disadvantage of using tape drives.
Q7) List four things to look for in a TV tuner card.
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Chapter 11: PC Maintenance and Troubleshooting Strategies
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Q1) Allows companies to distribute software to PCs from network servers or execute software directly off the server
A)Preventive maintenance
B)Backup
C)Trip hazard
D)Hard-disk loading
E)Site license
F)MSDS
G)EULA
H)Copyrights
I)Piracy
Q2) Proper ____ is essential to keeping a system cool.
A)liquid circulation
B)air circulation
C)heat circulation
D)heat containment
Q3) Discuss why it is important to have an overall preventative maintenance plan.
Q4) Explain why good documentation is important.
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Q5) The trick in diagnosing problems that come and go is to look for ____________________ or clues as to when the problems occur.
Chapter 12: Installing Windows
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Q1) Product ____ is a method used by Microsoft to prevent unlicensed use of its software so that you must purchase a Windows license for each installation of Windows. A)activation
B)entitlement
C)enablement
D)installation
Q2) A(n)____ server is used to hold the setup files on a Windows CD or DVD on the network and then at each PC,you can execute the Setup program on the server.
A)distribution
B)image
C)software
D)file
Q3) A ____ computer is software that simulates the hardware of a physical computer. A)real
B)logical
C)virtual
D)functional
Q4) Discuss how to set up a machine to dual boot.
Q5) List four features offered by Windows XP Professional.
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Chapter 13: Maintaining Windows
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Q1) Windows Vista Ultimate offers language packs through ____.
A)Microsoft Update
B)Windows Update
C)Language Update
D)System Update
Q2) ____ creates restore points at regular intervals and just before you install software or hardware.
A)System Activation
B)System Protection
C)System Restoration
D)System Prevention
Q3) Depending on how fragmented the drive and how large the drive,defragmenting it can take less than an hour or as long as all night.
A)True
B)False
Q4) List and describe the Windows 2000/XP scheduled backups options.
Q5) The ____________________ is the folder on another volume for the mounted drive.
Q6) Currently,Microsoft offers four service packs for Windows XP. A)True B)False
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Chapter 14: Optimizing Windows
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Q1) Explain when tasks can be scheduled.
Q2) Explain how to disable the Vista Aero Interface.
Q3) A window that consolidates several Windows administrative tools that you can use to manage the local PC or other computers on the network
A)Task Scheduler
B)Event Viewer
C)Windows Vista ReadyBoost
D)Task Manager
E)Registry
F)Safe Mode
G)Gadgets
H)Computer Management
I)Service
Q4) To make sure that all hardware or software installed on the system is compatible with Windows Vista,use the ____.
A)Vista Upgrade Toolkit
B)Vista Upgrade Advisor
C)Vista Crossgrade Advisor
D)Vista System Advisor
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Chapter 15: Tools for Solving Windows Problems
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Q1) In the Recovery Console,the command ____ deletes a directory.
A)MD
B)RD
C)CD
D)LD
Q2) To retrieve the command entered in the Recovery Console one character at a time,press the ____ key.
A)F1
B)F2
C)F3
D)F4
Q3) The ____ is used when Windows 2000/XP does not start properly or hangs during the load.
A)Safe Mode Console
B)Restoration Console
C)Recovery Console
D)Reversion Console
Q4) If you think you know which Windows system file is corrupted or missing,you can use the ____________________ to copy a new set of system files from the Windows setup CD to the hard drive.
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Chapter 16: Fixing Windows Problems
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Q1) During reinstallation,a fresh,clean installation of Vista will then be installed in the \____________________ folder.
Q2) In Event Viewer,the Administrative Events log under ____________________ shows only warnings and error events.
Q3) During a reinstallation,Vista setup will move all folders of the old installation into the ____ folder.
A)\Windows.sav
B)\Windows.old
C)\Windows.prv
D)\Windows.rst
Q4) If you can boot to the Windows desktop when using a Windows 2000/XP boot disk,you can assume that the boot files in the root directory of drive C are missing or corrupted.
A)True
B)False
Q5) The easiest way to view the logs is to boot into Safe Mode and view the files with ____________________.
Q6) To get a clean start with a device,you can ____________________ it and start over.
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Chapter 17: Networking Essentials
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Q1) To connect to the Internet,a network first connects to an ____.
A)Internet Survey Provider
B)Internet Service Provider
C)Interconnection Service Provider
D)Instant Service Provider
Q2) The Telnet protocol encrypts transmitted data,which therefore cannot be read by others on the network.
A)True
B)False
Q3) A(n)____ is a 32-bit string used to identify a computer on a network.
A)port number
B)protocol number
C)IP address
D)IP version
Q4) Describe how to use telnet to communicate with a remote computer.
Q5) The three main protocols for encryption for 802.11 wireless networks are ____.
A)AES, DES, and TKIP
B)WEP, WPA, and WPA2
C)WEP, WPA, and TKIP
D)WPA, AES, and TKIP
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Chapter 18: Networking Practices
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Q1) Explain the purpose of a proxy server.
Q2) List the directions if you are using a USB cable to connect to your cable modem.
Q3) Because electrical interference can be a problem with VoIP phones,each network cable connected to a VoIP phone needs a(n)____ clamp attached.
A)ceramic
B)ferrite
C)plastic
D)aluminum
Q4) Remote ____ gives a user access to his or her Windows desktop from anywhere on the Internet.
A)Assistance
B)Console
C)Sharing
D)Desktop
Q5) Explain why it is important to change the router password.
Q6) ____________________ data is information about domain names and their corresponding IP addresses kept by a DNS server.
Q7) Discuss how to make the strongest password or passphrase possible.
Q8) Describe how to set up a cable modem or DSL connection.
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Chapter 19: Security Essentials
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Q1) Determines what an individual can do in the system
A)Rootkit
B)File virus
C)Logic bomb
D)Authentication
E)Spam"
F)Macro viruses
G)Trojan horse
H)Phishing
I)Authorization
Q2) As part of the authentication process,rather than proving a person is in possession of a token,some systems are set to use ____________________ data to validate the person's physical body.
Q3) Because of the problem of losing encrypted data and Internet passwords when a user password is reset,each new user should create a password ____ disk for use in the event the user forgets the password.
A)reset
B)recovery
C)vault
D)conversion
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Chapter 20: Security Practices
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Q1) Allowing users full control of a folder is always required by job requirements.
A)True
B)False
Q2) A(n)____________________ running in kernel mode actually interferes with the Windows kernel and substitutes its own information in place of the raw data read by the Windows kernel.
Q3) Discuss encrypting files and folders.
Q4) Explain why sharing all the drives on all computers is not a good security practice.
Q5) Windows XP uses ____ file sharing by default,which means you have no control over who has access to a shared folder or file.
A)network
B)simple
C)directory
D)user
Q6) Explain the Authenticated Users group.
Q7) Discuss the Anonymous users group.
Q8) List the two methods used by antirootkit software to remove rootkits after they are installed.
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Chapter 21: Supporting Notebooks
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Q1) When you first purchase a notebook,make sure you have a ____ CD containing the installed OS so you can recover from a failed hard drive.
A)development
B)management
C)diagnostic
D)recovery
Q2) A(n)____ is an electrical device that changes DC to AC.
A)inverter
B)exciter
C)converter
D)voltage shifter
Q3) A tablet PC has more features than a notebook,including a touch screen that also allows you to handwrite on it with a stylus.
A)True
B)False
Q4) A notebook is currently considered a "black box" to PC support technicians.
A)True
B)False
Q5) Discuss what you can consider before you replace the motherboard of a notebook.
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Chapter 22: Supporting Printers
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Q1) List and describe five things to look for on the printer manufacturer's Web site when supporting printers.
Q2) Automatically printing on both sides of the page is called ____ printing.
A)duplex
B)simplex
C)duo
D)complex
Q3) A ____ printer connects directly to a computer by way of a USB port,parallel port,serial port,wireless connection (Bluetooth,infrared,or Wi-Fi),IEEE 1394 (FireWire)port,SCSI port,PC Card,or ExpressCard connection.
A)network
B)shared
C)remote
D)local
Q4) If you can afford it,the best practice is to purchase one machine for one purpose,instead of bundling many functions into a single machine.
A)True
B)False
Q5) Discuss what to do when paper is jammed in an inkjet printer.
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