Technical Support Essentials
Exam Questions
Course Introduction
Technical Support Essentials provides students with a comprehensive foundation in the principles and practices of IT support. The course covers core topics such as troubleshooting hardware and software issues, understanding operating systems, providing remote and onsite assistance, and adhering to customer service best practices. Emphasis is placed on effective communication, problem-solving strategies, ticketing systems, and ethical considerations in technical support environments. By engaging in hands-on labs and real-world scenarios, students develop the technical and interpersonal skills needed to succeed in entry-level support roles and to facilitate smooth IT operations within organizations.
Recommended Textbook
A+ Guide to Managing and Maintaining Your PC 7th Edition by Jean Andrews
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Chapter 1: Introducing Hardware
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Q1) Most input/output devices communicate with components inside the computer case through a wireless connection or through cables attached to the case at a connection called a(n)____.
A)port
B)slot
C)interface
D)socket
Answer: A
Q2) Software embedded into hardware is often referred to as ____________________ because of its hybrid nature. Answer: firmware
Q3) A(n)____ is a set of rule and standards that any two entities use for communication.
A)protocol
B)language
C)interface
D)interaction
Answer: A
Q4) Where are expansion cards mounted?
Answer: Expansion cards are mounted in expansion slots on the motherboard.
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Chapter 2: Introducing Operating Systems
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Q1) Discuss Windows 7.
Answer: With many frustrations over Windows Vista still not resolved,some consumers have dubbed Windows 7 "the ultimate Vista fix." Windows 7 is the next generation of Microsoft operating systems,and was due to be released not long after the printing of this book.Now that technicians have taken a first look at Windows 7 and have compared it to Vista,it appears that Windows 7 will perform better,be more compatible with legacy hardware and software,and provide a leaner and simpler user interface.
Q2) Contains the child folder
A)Briefcase
B)Virtual machine
C)Desktop
D)Service pack
E)Compressed folder
F)Parent folder
G)Legacy
H)File attributes
I)Patches
Answer: F
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Chapter 3: Working With People in a Technical World
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Q1) ____ is required if the customer must be told each key to press or command button to click.
A)Attitude
B)Arrogance
C)Patience
D)Objectivity
Answer: C
Q2) A help-desk call is the most difficult situation to handle when a customer is not knowledgeable about how to use a computer.
A)True
B)False
Answer: True
Q3) ____ differences happen because we are from different countries and societies or because of physical handicaps.
A)Regional
B)Social
C)Cultural
D)Language
Answer: C
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Page 5
Chapter 4: Form Factors, power Supplies, and Working
Inside a Computer
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Q1) None or one expansion slot
A)Volt
B)BTX
C)NLX
D)Watt
E)MicroBTX
F)Form factors
G)ATX
H)PicoBTX
I)Amp
Q2) List the four categories of devices that stand between the AC outlet and computer equipment.
Q3) Describe a smart UPS.
Q4) Electrostatic discharge (ESD),commonly known as
electricity,is an electrical charge at rest.
Q5) MicroATX increases the total cost of a system by increases the number of expansion slots on the motherboard.
A)True
B)False
Q6) List the steps of putting a computer back together. Page 6
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Chapter 5: All About Motherboards
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Q1) ____ buses have been improved several times; there are currently three major categories and within each category,several variations of the bus.
A)AGP
B)Express
C)ISA
D)PCI
Q2) A motherboard ____________________ determines the size of the board and its features that make it compatible with power supplies,cases,processors,and expansion cards.
Q3) The slower end of the hub in the Intel i800 chipsets,called the ____,contains the I/O controller hub.
A)North Bridge
B)North Gate
C)South Hub
D)South Bridge
Q4) PCIe is backward compatible
A)True
B)False
Q5) List the significant chipsets by AMD.
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Chapter 6: Supporting Processors
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Q1) Processors can sense their operating temperatures and report that information to ____.
A)BIOS
B)CMOS
C)RAM
D)CPU
Q2) The current set of standards that is used by BIOS,hardware,and the OS to manage power is ____.
A)Advanced Connection and Programming Interface
B)Advanced Configuration and Programming Interface
C)Advanced Connection and Power Interface
D)Advanced Configuration and Power Interface
Q3) Today's processors have technologies that put the processor in a(n)____________________ state when they are inactive.
Q4) Intel and AMD both recommend a ____ air guide as part of the case design.
A)platform
B)component
C)power supply
D)chassis
Q5) Describe how a case is designed for optimal airflow.
Page 9
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Chapter 7: Upgrading Memory
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Q1) For RIMM modules,install the RIMMs beginning with bank ____.
A)0
B)1
C)alpha
D)beta
Q2) Describe the different types of Double Data Rate SDRAM.
Q3) If the number of bits is not an odd number for odd parity or an even number for even parity,a ____ error occurs.
A)checksum
B)flip
C)word
D)parity
Q4) Discuss the difference between SRAM and DRAM.
Q5) What is the goal of each new RAM technology approved by JEDEC.
Q6) Mixing unbuffered memory with buffered or registered memory will work but is not recommended.
A)True
B)False
Q7) Describe the major difference between the RIMM and SIMM memory modules.
Q8) List three precautions to follow when installing RAM modules.
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Chapter 8: Supporting Hard Drives
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Q1) Has no moving parts
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
Q2) The ____-conductor IDE cable has half the number of pins as it has wires.
A)40
B)60
C)80
D)100
Q3) Track and sector markings are written to a hard drive before it leaves the factory in a process called ____________________ formatting.
Q4) List four factors to consider when purchasing a hard drive.
Q5) List and describe the two items contained in the Master Boot Record.
Q6) Discuss bad sector errors.
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Chapter 9: Installing and Supporting Io Devices
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Q1) Discuss the uses and functions of USB ports and devices.
Q2) Discuss matching the video card with the best match for a monitor.
Q3) A serial port is provided by the motherboard or might be provided by an adapter card called a(n)____ card.
A)interrupt
B)storage
C)I/O controller
D)Southbridge
Q4) An I/O device can be only be internal.
A)True
B)False
Q5) Discuss what to try if you have poor color display.
Q6) SuperSpeed USB is about ten times faster than Hi-Speed USB and roughly five times faster than FireWire 800.
A)True
B)False
Q7) Discuss what to try if the monitor flickers,has wavy lines or both.
Q8) List the steps to follow to use a USB or FireWire port with Windows.
Q9) Explain what resolution is and how it is measured.
Q10) Discuss why it is important to dispose of a monitor correctly. Page 12
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Chapter 10: Multimedia Devices and Mass Storage
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Q1) The second drive installed on the cable
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) Describe TV tuner and video capture cards.
Q3) An optical drive can be set so that when you insert a disc,software on the disc automatically executes,a feature called ____________________.
Q4) List three things to try if you have problems with removable storage devices.
Q5) When installing an optical drive,for a PATA interface set the jumper on the ____ of the drive.
A)rear
B)front
C)top
D)bottom
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Chapter 11: PC Maintenance and Troubleshooting Strategies
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Q1) A(n)____________________ gives you direction,purpose,and a plan.
Q2) Explain why it is a good idea to trade known good for suspected bad.
Q3) When someone purchases software from a software vendor,that person has only purchased a ____ for the software,which is the right to use it.
A)license
B)manual
C)copy
D)subscription
Q4) Discuss things to do to stay safe and keep others safe when working with computers.
Q5) Choose the solution that fixes the problem by making as many changes to the system as possible.
A)True
B)False
Q6) Return ____ to the manufacturer or dealer to be recycled.
A)Laser printer toner cartridges
B)Storage media such as hard drives, CDs, DVDs and BDs
C)Computer cases and power supplies
D)Alkaline batteries, including AAA, AA, A, C, D, and 9-volt
Q7) List four guidelines for lifting a heavy object to keep from injuring your back. Page 15
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Chapter 12: Installing Windows
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Q1) A ____ is a copy of the entire volume on which Windows is installed to another bootable media such as CDs or USB drive.
A)drive delta
B)drive image
C)software image
D)system drive
Q2) Designed for laptops.
A)Windows Vista Business
B)Windows XP Tablet PC
C)Windows Vista Ultimate
D)Windows Vista Home Basic
E)Windows XP Media Center Edition
F)Windows Vista Starter
G)Windows Vista Enterprise
H)Windows XP Home Edition
I)Windows Vista Home Premium
Q3) The retail version costs less than the OEM version,but can only be installed on a new PC for resale.
A)True
B)False
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Chapter 13: Maintaining Windows
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Q1) As you work at the command prompt,you can use ____________________ characters in a filename to say that the command applies to a group of files or to abbreviate a filename if you do not know the entire name.
Q2) 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)System state data
Q3) The ____________________ is the folder on another volume for the mounted drive.
Q4) List and describe the status indicators that apply only to a dynamic disk.
Q5) Discuss the problems that can occur as we install and uninstall software.
Q6) Discuss how much minimum space you should have free for Vista.
Q7) List four uses of dynamic disks.
Q8) List and describe the Windows 2000/XP scheduled backups options. Page 18
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Chapter 14: Optimizing Windows
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Q1) Explain how to disable the Vista Aero Interface.
Q2) A(n)____ is a single window that contains one or more administrative tools such as Device Manager or Disk Management.
A)snap-in
B)add-in
C)view
D)console
Q3) The ____ box can protect your system against users making unauthorized changes and against malware installing itself without your knowledge.
A)UAC
B)AAC
C)UAN
D)UAK
Q4) To find out if programs and services are slowing down Windows startup,boot the system in ____ and watch to see if performance improves.
A)Restoration Mode
B)Recovery Mode
C)Safe Mode
D)Stability Mode
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Chapter 15: Tools for Solving Windows Problems
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Q1) Describe Safe Mode with networking.
Q2) An operating system launched from the Vista DVD that provides a graphical and command-line interface
A)Emergency Repair Process
B)Windows RE
C)Fixboot
D)System File Checker
E)Systemroot
F)Emergency Repair Disk
G)Fixmbr
H)Boot Configuration Data file
I)Map
Q3) To use the SFC utility to scan all system files and verify them,first close all applications and then enter the command ____________________ in a command prompt window
Q4) In the Recovery Console,the command ____ deletes a directory.
A)MD
B)RD
C)CD
D)LD
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Chapter 16: Fixing Windows Problems
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Q1) Describe the purpose of the Vista Problem Reports and Solutions window and the XP Error reporting.
Q2) The error ____ means a bad driver or service has performed an illegal action.
A)Stop 0x1E or KMODE_EXCEPTION_NOT_HANDLED
B)Stop 0x0A or IRQL_NOT_LESS_OR_EQUAL
C)Stop 0x50 or PAGE_FAULT_IN_NONPAGED_AREA
D)Stop 0x7B or INACCESSIBLE_BOOT_DEVICE
Q3) The easiest way to view the logs is to boot into Safe Mode and view the files with
Q4) Used to restore Windows 2000 to its state immediately after it was installed
A)Chkdsk
B)Startup Repair
C)Emergency Repair Process
D)Task Manager
E)Digital signature
F)Automated System Recovery
G)Secondary logon
H)Software Explorer
I)Windows 2000/XP setup CD
Q5) Describe the three startup stages of the boot.
Page 22
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Chapter 17: Networking Essentials
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Q1) Apple Computer calls 802.11b ____.
A)AeroNet
B)AirNet
C)AirPort Extreme
D)AirPort
Q2) Describe how to use telnet to communicate with a remote computer.
Q3) List the similarities and differences between cable modem and DSL.
Q4) To use ____,you can create user accounts using the Control Panel.
A)Telnet
B)RSH
C)Remote Assistance
D)Remote Desktop
Q5) Discuss how to connect to a network using a wired connection.
Q6) Wireless networks are either public,unsecured hotspots or private,secured hotspots.
A)True
B)False
Q7) Describe a cellular Internet card.
Q8) Describe DHCP.
Q9) Describe communications at the application level.
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Chapter 18: Networking Practices
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Q1) Most broadband connections today are always up and use ____ IP addressing.
A)static
B)routed
C)dynamic
D)hosted
Q2) The command to flush the DNS cache kept on the computer is ____.
A)ipconfig /flushdns
B)ipconfig /cleardns
C)ipconfig /pushdns
D)ipconfig /flushnames
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) List the steps a technician who does the installation of satellite Internet service follows.
Q5) Explain the purpose of a proxy server.
Q6) List the directions if you are using a USB cable to connect to your cable modem.
Page 24
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Chapter 19: Security Essentials
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Q1) As a part of managing the security of a computer or network,your organization might make you accountable to fill out a(n)____________________ report of unusual or atypical events.
Q2) Malware that loads itself before the OS boot is complete
A)Rootkit
B)File virus
C)Logic bomb
D)Authentication
E)Spam"
F)Macro viruses
G)Trojan horse
H)Phishing
I)Authorization
Q3) A ____ virus is a combination of a boot sector virus and a file virus and can hide in either.
A)polymorphic
B)boot sector
C)multipartite
D)macro
Q4) Explain the purpose of authentication.
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Chapter 20: Security Practices
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Questions
Q1) For a stand-alone computer that is not part of a Windows domain,the EFS encrypting process generates a ____ digital certificate to be used for the encryption.
A)publicly-signed
B)network-signed
C)system-signed
D)self-signed
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) Permissions manually set for a subfolder or file cannot override inherited permissions.
A)True
B)False
Q4) The term ____ applies to a kit or set of tools used originally on UNIX computers.
A)rootkit
B)botkit
C)stealthkit
D)worm
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Chapter 21: Supporting Notebooks
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Q1) Notebook computer cases tend to be similar to one another,and components in notebook systems tend to be interchangeable among manufacturers.
A)True
B)False
Q2) Before opening the case of a notebook or touching sensitive components,you should always use a ground strap to protect the system against ____________________.
Q3) A notebook drive is ____ inches wide.
A)2.5
B)3.0
C)3.5
D)4.0
Q4) Mini PCI Express slots have ____ pins on the edge connector.
A)25
B)68
C)52
D)100
Q5) A notebook is currently considered a "black box" to PC support technicians. A)True B)False
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Chapter 22: Supporting Printers
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Q1) The last four steps of the laser printing process use the printer components that undergo the most wear.
A)True
B)False
Q2) A(n)____ printer uses solid dyes embedded on different transparent films.
A)thermal
B)dye-sublimation
C)laser
D)inkjet
Q3) A printer ____ page generally prints some text,some graphics,and some information about the printer,such as the printer resolution and how much memory is installed.
A)menu map
B)test
C)configuration
D)management
Q4) Describe the cleaning step of laser printing.
Q5) Describe the writing step of laser printing.
Q6) Discuss what you can try if you can print a Windows test page on a laser printer but cannot print from an application.
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