IT Support Fundamentals
Textbook Exam Questions
Course Introduction
IT Support Fundamentals introduces students to the essential concepts and skills required for entry-level roles in IT support environments. This course covers a broad range of topics, including computer hardware, operating systems, software installation and troubleshooting, network connectivity, basic security principles, and customer service best practices. Emphasis is placed on problem-solving techniques, effective communication with users, and hands-on experience in diagnosing and resolving common technical issues. By the end of the course, students will be equipped with foundational knowledge and practical skills to provide technical assistance and support in various organizational settings.
Recommended Textbook
Hands On Networking Fundamentals 2nd Edition by Michael Palmer
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12 Chapters
589 Verified Questions
589 Flashcards
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Chapter 1: Networking: an Overview
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Sample Questions
Q1) A network ____ has two components: the physical layout of network cables,and devices and the logical path followed by the network packets or frames.
A)protocol
B)operating system
C)interface card
D)topology
Answer: D
Q2) A ____ consists of interconnected computers,printers,and other computer equipment in close physical proximity.
A)WAN
B)MAN
C)SAN
D)LAN
Answer: D
Q3) All of the computers in your home can share the same Internet connection through a network.
A)True
B)False
Answer: True
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Page 3
Chapter 2: How Lan and Wan Communications Work
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Sample Questions
Q1) Which layer is responsible for establishing and maintaining the communications link between nodes?
A)Layer 2
B)Layer 3
C)Layer 4
D)Layer 5
Answer: D
Q2) One task of the ____ layer in a LAN is to handle error detection using a CRC.
A)Network
B)Transport
C)Data Link
D)Physical
Answer: C
Q3) The ________________________________________ switching technique divides channels into distinct time slots.
Answer: Time Division Multiple Access
TDMA
Time Division Multiple Access (TDMA)
TDMA (Time Division Multiple Access)
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Page 4
Chapter 3: Using Network Communication Protocols
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Sample Questions
Q1) Describe how zones help organize the tables used by DNS servers. Answer: DNS servers maintain tables of information that link computer/domain names and IP addresses.The tables are associated with partitions in a DNS server that are called zones and that contain resource records.Each zone houses tables,called the zone file or zone database,of different types of resource records,such as records that link domain servers to the services they provide.Other types of resource records link a computer name to an IP address.
Q2) What is IP addressing and why is it important?
Answer: IP addressing is used to identify a specific node and the network on which it resides.For accurate delivery of a packet,it is vital that each IP address be unique.If there are two or more nodes that attempt to access the same network using the same IP addresses,most operating systems display an error message and prevent those nodes from communicating on the network.Understanding IP addressing is important to learning how network communications work.
Q3) NetBEUI is nearly universally used today due to it being the protocol of choice on the Internet.
A)True
B)False Answer: False
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Page 5
Chapter 4: Connecting Through a Cabled Network
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Sample Questions
Q1) What is twisted-pair cable?
Q2) A____ is what enables a computer or network device to connect to a cabled network.
A)BNC
B)network interface card (NIC)
C)T-connector
D)drop cable
Q3) The MAC controller works at the LLC sublayer by initiating the communications link between nodes,among other functions.
A)True
B)False
Q4) ____________________ cable consists of one or more glass or plastic fiber cores encased in a glass tube,called cladding.
Q5) Which of the following are criteria for choosing a NIC? (Choose all that apply.)
A)Will you be using TCP/IP or IPX/SPX?
B)Is your cabling plenum or PVC?
C)What is the bus type of the available expansion slots on the computer?
D)What operating system is on the computer?
Q6) Describe baseband versus broadband transmission.
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Chapter 5: Devices for Connecting Networks
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Sample Questions
Q1) regeneration,amplification,and movement of a packet from one network onto another network.
A)hop
B)dynamic routing
C)data terminal equipment (DTE)
D)multistation access unit (MAU)
E)data service unit (DSU)
F)concentrator
G)modem
H)cut-through switching
I)translational bridge
Q2) Which of the following is a digital modem-like device used by ISDN to connect a PC?
A)DSL modem
B)terminal adapter
C)data communications equipment
D)ITU
Q3) In relation to ISDN,a(n)____________________ converts a digital signal to a protocol that can be sent over a digital telephone line.
Q4) Define RIP and explain how it is used.
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Chapter 6: Connecting Through a Wireless Network
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Sample Questions
Q1) device that can optionally attach to a cabled network and that services wireless communications between WNICs and the cabled network.
A)Wi-Fi Alliance
B)controlled port
C)access point
D)satellite microwave
E)frequency hopping
F)terminal node controller (TNC)
G)automatic repeat request (ARQ)
H)pulse position modulation (PPM)
I)spread spectrum technology
Q2) The ________________________________________ topology consists of ad hoc peer-to-peer communication between WNICs on individual computers.
Q3) WPA2 is backward compatible with WPA but cannot be used along with WEP.
A)True
B)False
Q4) What is a service set identifier?
Q5) Describe the two operational modes of the current version of high-performance radio local area network (HiperLAN2).
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Chapter 7: Sharing Resources on a Network
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Q1) The passwd file in Linux contains user passwords in plain text format so that file must not be accessible to any user but the administrator.
A)True
B)False
Q2) In Windows 7,you cannot set permissions on a shared printer,although you can do so on Windows Server 2008.
A)True
B)False
Q3) Which type of network are you running if your computer is a member of a workgroup?
A)peer-to-peer
B)domain
C)mainframe
D)wireless
Q4) What do important elements of peer-to-peer computing in Windows 7 (and Windows Server 2008)include?
Q5) On Windows Server 2008,the ________________ enables management of disk volumes in multiple SANS through one interface on a single server.
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Chapter 8: Using a Server
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Q1) A(n)__________________ server is a modular server unit that looks like a card that fits into an enclosure.
Q2) List two reasons for using virtual servers.
Q3) Which of the following is a Linux command for auditing system performance?
A)more
B)task manager
C)top
D)cpuinfo
Q4) In which server model can the physical security used for servers vary widely from server to server and department to department?
A)hierarchical
B)decentralized
C)centralized
D)structured
Q5) A server-based network enables central management of shared resources.
A)True
B)False
Q6) What are the three virtual networking options in Hyper-V?
Q7) Provide five reasons for having a server in a home network.
Q8) What is Active Directory and what services does it provide?
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Chapter 9: Understanding Wan Connection Choices
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Sample Questions
Q1) A frame relay ____________ virtual circuit requires the establishment of a transmission session.
Q2) Write a summary description of voice over frame relay (VoFR).
Q3) Compare and contrast a DSL adapter with a cable modem.
Q4) In the ____ mode service of an ISDN,several circuits can be used during a communications session.
A)circuit
B)switching
C)relay
D)packet
Q5) Which of the following are characteristics of some Optical Ethernet networks? (Choose all that apply.)
A)consist of a Gigabit or 10 Gigabit backbone
B)multimode fiber-optic cable connections up to 6 miles
C)usually more expensive than SONET and frame relay
D)single-mode fiber-optic cable connections up to one half mile
Q6) Describe a switched virtual circuit versus a permanent virtual circuit.
Q7) When you design for connectivity to a WAN,what five factors should you consider to determine the technologies you should use?
Page 11
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Chapter 10: Basic Network Design
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Sample Questions
Q1) What are four types of benchmarks that you should consider collecting?
Q2) used for configuring cells to enable roaming.
A)Inter-Access Point Protocol (IAPP)
B)EIA/TIA-607 standard.
C)single-mode fiber-optic cable
D)uninterruptible power source (UPS)
E)network agents
F)tcpdump utility
G)plenum cable
H)router
I)riser cable
Q3) The main reason you should run UTP cables away from fluorescent lights,motors,and junction boxes is which of the following?
A)to prevent overheating
B)to prevent eavesdropping
C)to reduce EMI/RFI
D)to reduce electrical sags and surges
Q4) What are the advantages and disadvantages of locating hosts and servers throughout the network?
Q5) When planning to replace cable,what seven factors should you take into account?
Page 12
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Chapter 11: Securing Your Network
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Sample Questions
Q1) Proxies functioning as ____-level gateways create a virtual tunnel between the proxy and an external computer,such as a Web server.
A)network
B)presentation
C)circuit
Q2) How does a buffer attack work?
Q3) A rogue Web site is one that performs unlawful activity or that puts the user who accesses it at risk.
A)True
B)False
Q4) What is spoofing and how can it be used to attack a computer or network?
Q5) Which of the following are border points that should be protected with a strong border security design? (Choose all that apply.)
A)VPN access
B)LAN cabling access
C)802.11 access
D)internal switch port access
Q6) _________________________ is the part of IPSec that encrypts data.
Q7) Compare and contrast stateful versus stateless packet filtering
Page 13
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Chapter 12: Maintaining and Troubleshooting Your Network
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Q1) Which of the following actions can you perform using the nslookup utility? (Choose all that apply.)
A)lookup a computer's MAC address
B)verify connectivity to another host
C)determine the primary DNS server
D)determine a host's IP address
Q2) Identify four actions that you can perform using nslookup.
Q3) Which command is used on a Windows system to determine the number of hops designed into a network from one point to another?
A)ping
B)netstat
C)tracert
D)route
Q4) If a computer is unable to communicate because TCP/IP addressing is not configured correctly,how do you fix the problem?
Q5) How does a time domain reflectometer (TDR)work?
Q6) What functions does a protocol analyzer perform at the Physical and Data Link layers of the OSI model?
Q7) Describe the functionality of the traceroute utility.
Page 14
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