Technical Support Specialist
Pre-Test Questions
Course Introduction
This course provides students with a comprehensive understanding of the roles and responsibilities of a Technical Support Specialist. It covers troubleshooting methodologies, customer service skills, and the use of various support tools and technologies. Students will learn to diagnose and resolve common hardware, software, and network issues, both remotely and in-person. Emphasis is placed on communication, documentation, and the effective management of technical incidents. The course prepares learners for entry-level positions in IT support environments and equips them with the foundational knowledge required for industry certifications.
Recommended Textbook
A+ Guide to Managing and Maintaining Your PC 7th Edition by Jean Andrews
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22 Chapters
1099 Verified Questions
1099 Flashcards
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Chapter 1: Introducing Hardware
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Q1) When data and instructions are not being used,they must be kept in permanent storage,sometimes called primary storage.
A)True
B)False
Answer: False
Q2) Non-volatile memory and can be reprogrammed
A)Monitor
B)CPU
C)Megahertz
D)Flash ROM
E)Mouse
F)Hertz
G)Keyboard
H)Gigahertz
I)Motherboard
Answer: D
Q3) The size and shape of an expansion slot depend on the kind of ____________________ it uses.
Answer: bus
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Page 3
Chapter 2: Introducing Operating Systems
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Q1) The initial screen that is displayed when an OS has a GUI interface loaded
A)Briefcase
B)Virtual machine
C)Desktop
D)Service pack
E)Compressed folder
F)Parent folder
G)Legacy
H)File attributes
I)Patches
Answer: C
Q2) The ____ interface between the subsystems in user mode and the HAL.
A)application
B)executive services
C)primitive
D)non-privileged services
Answer: B
Q3) ____________________ are generally used for Web browsing,e-mail,and word processing by users on the go.
Answer: Netbooks
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Chapter 3: Working With People in a Technical World
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Sample Questions
Q1) The most significant certifying organization for PC technicians is the ____.
A)Security+
B)Computing Technology Industry Association
C)Internet Engineering Task Force
D)Computer Technology Information Association
Answer: B
Q2) Knowing how to effectively work with people in a technical world is one of the most sought-after skills in today's service-oriented work environments.
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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Chapter 4: Form Factors, power Supplies, and Working
Inside a Computer
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Q1) For an ATX or BTX power supply,the remote switch wire from the case must be connected to the ____________________ before power will come on.
Q2) If you plan to remove several components,draw a(n)____________________ of all cable connections to the motherboard,adapter cards,and drives.
Q3) Has up to four expansion slots
A)Volt
B)BTX
C)NLX
D)Watt
E)MicroBTX
F)Form factors
G)ATX
H)PicoBTX
I)Amp
Q4) The electrical requirements for motherboards change over time as new technologies make additional demands for power.
A)True
B)False
Q5) Describe the FlexATX form factor.
Page 6
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Chapter 5: All About Motherboards
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Sample Questions
Q1) Access to a computer can be controlled using a ____ password.
A)generic
B)general
C)startup
D)recover
Q2) Key(s)to press during the boot process to access the AMI BIOS
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
Q3) Describe the AMD Socket A.
Q4) 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.
Q5) Beginning with the Intel i800 series of chipsets,a(n)____________________ is used to connect buses.
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Chapter 6: Supporting Processors
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Sample Questions
Q1) A ____ is a heat sink carrying an electrical charge that causes it to act as an electrical thermal transfer device.
A)Moirre
B)peltier
C)pelted
D)perrier
Q2) Describe symptoms that indicate that a motherboard or processor is failing.
Q3) If you hear two beeps during the boot and you see a blank screen,then BIOS has successfully completed POST.
A)True
B)False
Q4) Memory in the processor package,but not on the processor die,is called ____ cache.
A)Level 1
B)Level 2
C)Level 3
D)Level 4
Q5) Describe how a case is designed for optimal airflow.
Q6) Discuss why a case needs room to breathe.
Q7) List and describe the three basic components of a processor.
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Chapter 7: Upgrading Memory
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Q1) Laptops use a smaller version of a DIMM called a(n)____.
A)mDIMM
B)SO-DIMM
C)dDIMM
D)l-DIMM
Q2) Holds its data as long as the RAM has power
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
Q3) The motherboard ____________________ is essential when selecting memory.
Q4) Stamped on each chip of a RAM module is a chip ____________________ that identifies the date the chip was manufactured.
Q5) Recurring errors during normal operations can mean ____________________ memory.
Q6) What is the goal of each new RAM technology approved by JEDEC.
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Chapter 8: Supporting Hard Drives
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Sample Questions
Q1) ____ transfers data directly from the drive to memory without involving the CPU.
A)RMA
B)DAM
C)SMA
D)DMA
Q2) List five questions you might want to use to interview a user to begin the troubleshooting process.
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) Solid state hard drives cost more and are less rugged than magnetic hard drives.
A)True
B)False
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Chapter 9: Installing and Supporting Io Devices
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Q1) Has a maximum speed of 12 Mbps or 1.5 Mbps
A)1394b (FireWire)
B)Parallel
C)SuperSpeed USB 3.0
D)Original USB (USB 1.1)
E)1394a (FireWire)
F)Hi-Speed USB 2.0
G)IEEE 1394.3
H)eSATA-300 (eSATA Version 2)
I)Serial
Q2) ____ can use cables up to 100 meters (328 feet),and uses a 9-pin rectangular connector.
A)1394a
B)1394b
C)1394
D)1394c
Q3) List the steps to follow to use a USB or FireWire port with Windows.
Q4) Every I/O device is controlled by ____________________.
Q5) Discuss what to try if the power light (LED)on the monitor does not go on and there is no picture.
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Chapter 10: Multimedia Devices and Mass Storage
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Q1) Explain the options needed for good sound.
Q2) A CD can hold about ____ of data.
A)600 MB
B)700 MB
C)1 GB
D)1.5 GB
Q3) Discuss the biggest disadvantage of using tape drives.
Q4) Port for a monitor
A)Stereo
B)BNC
C)Slave
D)Sound card
E)FireWire input/output port
F)SATA connections
G)Master
H)DVI
I)Onboard sound
Q5) Describe TV tuner and video capture cards.
Q6) An optical drive can be set so that when you insert a disc,software on the disc automatically executes,a feature called ____________________.
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Chapter 11: PC Maintenance and Troubleshooting Strategies
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Q1) Good ____ help(s)you think more clearly.
A)time records
B)notes
C)track of materials
D)rapport with the user
Q2) Most CRT monitors today are designed to discharge after sitting unplugged for ____ minutes.
A)15
B)30
C)45
D)60
Q3) Discuss things to do to stay safe and keep others safe when working with computers.
Q4) Describe what you should do after you have implemented your solution.
Q5) ____ from cigarettes can accumulate on fans,causing them to jam,which in turn will cause the system to overheat.
A)Nicotine
B)Carbon dioxide
C)Tar
D)Carbon monoxide
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Chapter 12: Installing Windows
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Q1) Use a ____-bit OS if you need increased performance and your system has enough resources to support it.
A)8
B)16
C)32
D)64
Q2) Upgrading to a better edition of Vista can easily be accomplished by using the ____ feature.
A)Windows Anywhere Upgrade
B)Windows Anytime Upgrade
C)Windows Anyplace Upgrade
D)Windows Automatic Upgrade
Q3) If Service Pack 2 or a later service pack is applied to Windows XP,you can use _________________________ to transfer Windows XP user data and preferences to Windows Vista.
Q4) The ____ partition is the active partition of the hard drive.
A)system
B)data
C)recovery
D)logical
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Chapter 13: Maintaining Windows
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Q1) Searches for bad sectors on a volume and recovers the data from them if possible
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
Q2) The files critical to a successful operating system load
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
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Page 15
Chapter 14: Optimizing Windows
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Q1) If your desktop locks up,you can use ____ to refresh it.
A)Task Manager
B)Process Manager
C)Task List Manager
D)Task and Process Manager
Q2) 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
Q3) To remove a program from the All Programs menu,right-click it and select ____________________ from the shortcut menu.
Q4) List and describe the ways to backup the registry.
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Chapter 15: Tools for Solving Windows Problems
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Q1) If your hard drive is corrupted,you still might be able to recover data.
A)True
B)False
Q2) Restores the master boot program in the MBR
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) Using Windows Vista,you can use Device Manager without responding correctly to the UAC box.
A)True
B)False
Q4) Discuss three tips when loading Safe Mode.
Q5) Discuss Safe Mode with Command Prompt.
Q6) Explain what the debugging mode is.
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Chapter 16: Fixing Windows Problems
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Q1) The command ____ searches for and replaces corrupted system files.
A)sfc /scan /now
B)sfc /scannow
C)sfc /now /sfcscan
D)svc /now /sfcscan
Q2) For Vista,use the ____ tool to search for the problem and suggested solutions.
A)Safe Mode
B)System Recovery
C)System Restor
D)Problem Reports and Solutions
Q3) Discuss what you should consider before using System Restore and why.
Q4) Discus what you do when you think you have a computer problem solved.
Q5) In Event Viewer,the ____ log shows only warnings and error events
A)Program Events
B)Administrative Events
C)Active Events
D)Network Events
Q6) In Event Viewer,the Administrative Events log under ____________________ shows only warnings and error events.
Q7) Discuss what to consider when you think there might be data corruption.
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Chapter 17: Networking Essentials
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Q1) The actual speed of a network
A)WLAN
B)Broadband
C)Bandwidth
D)MAN
E)PAN
F)Data throughput
G)WAN
H)LAN
I)Gateway
Q2) Describe communications at the application level.
Q3) Describe DHCP.
Q4) The Telnet protocol encrypts transmitted data,which therefore cannot be read by others on the network.
A)True
B)False
Q5) Wireless networks are either public,unsecured hotspots or private,secured hotspots.
A)True
B)False
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Chapter 18: Networking Practices
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Q1) A log file is kept of every Remote Assistance session in the ____ folder.
A)c : \Users\username\Public\Remote Assistance Logs
B)c : \Users\username\Documents\Remote Assistance Logs
C)c : \Users\Public\Remote Assistance Logs
D)c : \Users\username\Remote\Remote Assistance Logs
Q2) A(n)____________________ can be used to test a cable to find out if it is good or to find out what type of cable it is if the cable is not labeled.
Q3) When supporting and troubleshooting small networks,you'll need to use ____ to test the physical connections of the network.
A)wire kits
B)cable testers
C)cable probes
D)cable infusers
Q4) To disconnect a mapped network drive,use the ____ command.
A)net use z: /kill
B)net use z: /unmap
C)net use z: /delete
D)net use z: /disconnect
Q5) List the directions if you are using a USB cable to connect to your cable modem.
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Chapter 19: Security Essentials
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Q1) A(n)____________________ virus is a virus that hides in a script,which might execute when you click a link on a Web page or in an HTML e-mail message or when you attempt to open an e-mail attachment.
Q2) Discuss what is involved in the Study step of the PDSA cycle.
Q3) The International Organization for Standardization has developed two documents (____),which describe,in detail,the recommended standards to secure computer resources.
A)BS 7799 and ISO 17799
B)ISO 17799 and ISO 27002
C)ISO 17799 and ISO 27001
D)ISO 27001 and ISO 7799
Q4) 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.
Q5) When you are responsible for the security of a computer or small network,make it a habit to check every computer for which you are responsible every day.
A)True
B)False
Q6) List and describe four rules that can help you use the Internet responsibility.
Page 21
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Chapter 20: Security Practices
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Q1) The best way to change inherited permissions is to change the permissions of the
A)child object
B)inherited objects
C)parent object
D)inheriting objects
Q2) You can recognize a program as a counterfeit process if it's not running under System,Local Service,or ____.
A)Administrator
B)Guest
C)Local
D)Network Service
Q3) Permissions manually set for a subfolder or file cannot override inherited permissions.
A)True
B)False
Q4) Explain the Authenticated Users group.
Q5) List the two methods used by antirootkit software to remove rootkits after they are installed.
Q6) Discuss the Anonymous users group.
Page 22
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Chapter 21: Supporting Notebooks
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Q1) Explain what you should do before attempting to replace or upgrade a component installed in a notebook.
Q2) Sometimes,a notebook LCD panel,including the entire cover and hinges,is considered a single field replaceable unit,and sometimes components within the LCD assembly are considered an FRU.
A)True
B)False
Q3) Discuss what you can consider before you replace the motherboard of a notebook.
Q4) Explain how to replace an optical drive.
Q5) Mini PCI Express slots have ____ pins on the edge connector.
A)25
B)68
C)52
D)100
Q6) A MicroDIMM that contains SDRAM has ____ pins.
A)120
B)124
C)144
D)172
Q7) Explain how a warranty can be voided.
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Chapter 22: Supporting Printers
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Q1) Manufacturers of high-end printers provide ____ kits,which include specific printer components,step-by-step instructions for performing maintenance,and any special tools or equipment you need to do maintenance.
A)toner maintenance
B)printer development
C)imaging management
D)printer maintenance
Q2) To find out how many pages a printer has printed so that you know if you need to do the maintenance,you need to have the printer give you the ____ count since the last maintenance.
A)page
B)sheet
C)coverage
D)image
Q3) Automatically printing on both sides of the page is called ____ printing.
A)duplex
B)simplex
C)duo
D)complex
Q4) ____________________ printers use a type of ink-dispersion printing.
Page 24
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