IT Support Fundamentals
Final Exam
Course Introduction
IT Support Fundamentals introduces students to the essential concepts and skills needed to provide effective technical support in diverse workplace environments. Topics include troubleshooting computer hardware and software issues, understanding operating systems, networking basics, and customer service best practices. Students will learn to diagnose problems, implement solutions, communicate with end-users, and adhere to safety and ethical guidelines in IT support roles. This course lays the groundwork for pursuing further certifications and roles in information technology support.
Recommended Textbook
A+ Guide to IT Technical Support Hardware and Software 9th Edition by Jean Andrews
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20 Chapters
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Page 2
Chapter 1: First Look at Computer Parts and Tools
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Sample Questions
Q1) What is the POST (power-on self test), and what can be done to troubleshoot this process?
Answer: The POST is a series of tests performed by the startup UEFI/BIOS when you first turn on a computer. These tests determine if startup UEFI/BIOS can communicate correctly with essential hardware components required for a successful boot. If you have a problem that prevents the computer from booting that you suspect is related to hardware, you can install a POST card in an expansion slot on the motherboard. For laptops, some cards install in a USB port. Then attempt to boot. The card monitors the boot process and reports errors, usually as coded numbers on a small LED panel on the card. You then look up the number online or in the documentation that accompanies the card to get more information about the error and its source.
Q2) What type of port is sometimes used by routers for management and configuration purposes?
A) DB9 port
B) LPT port
C) PS/2 port
D) eSATA port
Answer: A
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Page 3
Chapter 2: Working Inside Desktops and Laptops
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Sample Questions
Q1) What are two resources that may be useful in disassembling a laptop computer?
A) Service manual
B) Part brochures
C) User manual
D) Diagnostic software
Answer: A, C
Q2) If a ground strap is unavailable, what should be done to dissipate any ESD before working on a laptop?
A) Touch any part of the laptop
B) Wash your hands
C) Move around prior to touching the device
D) Touch a non-painted metallic surface on the laptop
Answer: D
Q3) A system always needs the 4-pin auxiliary power connector, and sometimes needs the P1 connector as well.
A)True
B)False
Answer: False
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4
Chapter 3: All About Motherboards
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Sample Questions
Q1) What motherboard slot has direct access to the North Bridge?
A) secondary PCIe slot
B) ATA bus slot
C) Firewire
D) primary PCIe slot
Answer: D
Q2) Describe the LGA2011 processor socket, the CPUs it supports, targeted applications, and any special considerations for its implementation.
Answer: Second Generation (SandyBridge) Core i7 Extreme,Core i7, Core i5, Core i3,Pentium, and Celeron. 2011 pins in the socket touch 2011 lands on the processor, which uses a flip-chip land grid array (FCLGA). Used in high-end gaming and server computers and might require a liquid cooling system.
Q3) Motherboards contain only a single bus for I/O, video, and data.
A)True
B)False
Answer: False
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Chapter 4: Supporting Processors and Upgrading Memory
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Sample Questions
Q1) an error checking technology used by older SIMMs
A) RIMM
B) dual ranked
C) ECC
D) Hyper-Threading
E) multiplier
F) parity
G) RAS Latency
H) processor frequency
I) single-sided
J) Thread
Q2) What two different DIMM technologies below can be used in a quad channel configuration?
A) SDRAM
B) DDR3
C) SDRAMII
D) DDR4
Q3) Describe the step of processor installation that involves the application of thermal compound.
Q4) List and describe the components found in a Pentium processor.
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Chapter 5: Supporting the Power System and Troubleshooting Computers
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Q1) What does a single beep or no beep imply during the startup of a computer?
A) a video problem
B) a memory error
C) all POST tests passed
D) a keyboard controller problem
Q2) Why might you disable quick booting features in BIOS when you are troubleshooting a problem?
A) to enable access the advanced boot menu
B) quick booting prevents Windows from logging errors
C) to see a full POST report
D) quick booting bypasses the POST
Q3) 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
Q4) List three possible symptoms of a problem with a computer's electrical system.
Page 7
Q5) What is the purpose of a chassis air guide (CAG)?
Q6) What are three things you can do to solve an overheating problem?
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Page 8
Chapter 6: Supporting Hard Drives and Other Storage
Devices
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Sample Questions
Q1) If you are adding a hard drive to a system that already has a drive with Windows installed on it, what should you do?
A) you should boot from the Windows setup DVD to prepare the new drive
B) boot Windows and use Disk Management to prepare the new drive
C) use the BIOS setup screen to partition and format the new drive
D) check that the new hard drive must use the same standard as the Windows drive
Q2) What two different file systems can be used on a Compact Disc (CD)?
A) EXT-FS
B) UFS
C) CDFS
D) UDF
Q3) Describe the parts of a magnetic hard disk.
Q4) 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
Q5) Describe the biggest disadvantage of using tape drives.
Q6) List three steps that can be taken to troubleshoot a Windows startup issue. Page 9
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Page 10
Chapter 7: Survey of Windows Features and Support Tools
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Sample Questions
Q1) a mini-app that provides information such as the time, date, news headlines, or weather.
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 path to a file indicates how the file is organized or formatted?
A) subdirectory
B) filename
C) root directory
D) file extension
Q3) Describe the notification area.
Q4) . Describe the Control Panel window.
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Chapter 8: Installing Windows
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Q1) software that simulates the hardware of a physical computer
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 a batch file?
Q3) After installation, how many days do you have to activate Windows 7?
A) 7
B) 30
C) 45
D) 60
Q4) . Describe the zero-touch, high-volume deployment strategy for Windows.
Q5) List the six editions of Windows 7.
Q6) Describe a virtual machine.
Page 12
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Chapter 9: Supporting I/O Devices
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Q1) What type of backlighting is also called fluorescent backlighting, and was first used in laptop monitors?
A) LED
B) liquid crystal display
C) plasma monitor
D) CCFL
Q2) How does an OLED monitor work?
Q3) The official standard for USB interfaces is called IEEE 1394.
A)True
B)False
Q4) Which statement regarding the Firewire standard is accurate?
A) data is transferred on a parallel bus
B) 1394b allows up to 16 daisy-chained devices
C) FireWire 800 uses a 4-pin connector
D) FireWire devices are hot-swappable
Q5) Which type of video port provides a digital-only signal?
A) DVI-I
B) DVI-D
C) DVI-A
D) VGA
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Chapter 10: Maintaining Windows
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Q1) If you enter a command and want to terminate its execution before it is finished, what key press should you use?
A) Ctrl+C
B) Ctrl+V
C) Ctrl+B
D) Ctrl+X
Q2) 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
Q3) List and briefly describe the three critical Windows settings that keep the system protected from malware and hackers.
Q4) Describe a mounted drive and why you would use one.
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Chapter 11: Optimizing Windows
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Q1) A program that runs in the background and is called on by other programs to perform a background task
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) What file holds the preferences and settings of the currently signed-in user?
A) ntprofile.dat
B) ntuser.dat
C) profile.ini
D) userconfig.ini
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.
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Chapter 12: Supporting Customers and Troubleshooting
Windows
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Q1) a record of a help request and its current status
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) When attempting to solve application errors, what does the first step involve? (Choose all that apply.)
A) interview the user and back up data
B) ask the user to reproduce the problem while you watch
C) try a reboot
D) check the Action Center
Q3) What should you do if you cannot solve a problem that you are working on?
Q4) Briefly explain why you should document after you have solved a problem.
Q5) How can you eliminate the hard drive as the source of an application error?
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Chapter 13: Troubleshooting Windows Startup
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Q1) What error messages indicate that the MBR sector is damaged, or the active partition is corrupt or missing? (Choose all that apply.)
A) No boot device found
B) Error loading operating system
C) Missing operating system
D) Invalid partition table
Q2) If you suspect corrupted system files are causing issues, what command can be run to search for and replace the corrupted files?
A) chkdsk /scannow
B) sfc /scannow
C) sfc /r
D) chkdsk /r
Q3) In Windows 7, what startup option can be used to restore the registry settings from the previous login?
A) Last Known Good Configuration
B) System Restore
C) Debugging Mode
D) Safe Recovery
Q4) Describe the Windows 8 reset ability.
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Chapter 14: Connecting To and Setting Up a Network
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Q1) What is the name of the 32-bit or 128-bit number that is used to identify a device on a network?
A) port number
B) protocol number
C) IP address
D) IP version
Q2) How are IP addresses available to the Internet classified?
A) public
B) private
C) non-routable
D) standard
Q3) Describe TCP and how it provides reliability of packet delivery.
Q4) The User Datagram Protocol (UDP) guarantees delivery of data to its destination.
A)True
B)False
Q5) When using static IP addressing, software automatically configures the network connection on each device.
A)True
B)False
Q6) Describe communications at the application level - give an example.
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Chapter 15: Supporting Network Hardware
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Q1) If you are experiencing issues reaching a target destination network, and you need to to display each hop to the destination, what command should you use?
A) ipconfig
B) ifconfig
C) tracert
D) nslookup
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 does a 1000BaseT NIC use to connect to a network cable?
A) HDMI port
B) RJ-45 port
C) 10BaseT port
D) Half duplex port
Q4) Compare a straight-through cable with a crossover cable.
Q5) What is fiber optic cabling and what are the two types of fiber-optic cable?
Q6) What is Power over Ethernet and how might you use it?
Q7) What does the ping command do?
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Chapter 16: Supporting Mobile Operating Systems
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Q1) List five of the mobile device OSs that make up almost all of the smart phone market.
Q2) All parts of an Android application are published as a package of files wrapped into one file utilizing what file extension?
A) .zip
B) .img
C) .iso
D) .apk
Q3) iOS was developed by and continues to be maintained by a consortium of companies.
A)True
B)False
Q4) What name is given to the Windows Phone 8.1 virtual assistant?
A) Spartan
B) John
C) Cortana
D) Chief
Q5) What is a VPN connection, and how can you create one on iOS?
Q6) What information do you need in order to configure a mail account on an iOS device?
Page 20
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Chapter 17: Windows Resources on a Network
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Q1) What two applications are an example of a mail server and a mail client application, respectively?
A) Exchange
B) Maverick
C) Outlook
D) Firefox
Q2) To use Remote Desktop, the computer you access remotely can be running Windows
8 Home Edition or Windows 8.1 Professional.
A)True
B)False
Q3) Describe Workgroup sharing and how it compares to Homegroup sharing.
Q4) On the IE General tab you can block cookies.
A)True
B)False
Q5) Windows 10 features what new web browser, which is designed to replace Internet Explorer?
A) Microsoft Spartan
B) Microsoft Slim
C) Microsoft Edge
D) Microsoft Plus
21
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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) You should beware of a person attempting to use your computer after you step away from it, a term referred to as which of the following?
A) shoulder surfing
B) tailgating
C) social engineering
D) session hijacking
Q3) A root certificate is the original certificate issued by the CA.
A)True
B)False
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Chapter 19: Supporting Printers and Customizing a System
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Q1) For heavy business use, the best practice is to purchase one machine for one purpose, instead of bundling many functions into a single machine.
A)True
B)False
Q2) A printer that is able to print on both sides of the paper is known as what type of printer?
A) duplex
B) simplex
C) duo
D) complex
Q3) 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
Q4) List three requirements for a high-end CAD/CAM workstation.
Q5) Describe how an inkjet printer works.
Q6) Describe the function of an impact printer.
Q7) Describe the exposing or writing step of laser printing.
Q8) Describe the fusing step of laser printing.
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Chapter 20: Virtualization, Linux, and Mac OS X
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Q1) A bootable Linux USB flash drive or CD that can be used to repair system issues is known by what term?
A) live CD
B) repair disk
C) boot CD
D) supplemental OS
Q2) Define a Type 1 hypervisor and give two examples of a Type 1 hypervisor.
Q3) Define a Type 2 hypervisor, and provide two examples of a Type 2 hypervisor.
Q4) When using Mac OS X, what gesture can be used to show the Launchpad?
A) secondary click
B) pinch
C) swipe
D) slide
Q5) What is the terminal in Linux?
Q6) When looking to install a hypervisor, what considerations should be made for the motherboard?
Q7) Describe the Mac OS X operating system.
Q8) What is the Linux operating system?
Q9) What is the Boot Camp utility?
Q10) Explain what a thin client is, and detail when it might be used. Page 24
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Page 25