PIT - IT Support and Services Basics

What is the primary role of an IT support technician?

• Designing computer hardware

• Developing software applications

• Troubleshooting technical issues

• Managing network infrastructure

Answer explanation

The primary role of an IT support technician is troubleshooting technical issues. They assist users by diagnosing and resolving hardware and software problems, ensuring smooth operation of IT systems.

Which of the following is NOT a common IT support service?

• Hardware repair

• Software installation

• Network configuration

• Website design

Answer explanation

Website design is not a common IT support service, as it focuses on creating and maintaining websites, while the other options—hardware repair, software installation, and network configuration—are standard IT support tasks.

What is the purpose of a help desk?

• To provide technical assistance to users

• To design and develop computer systems

• To manage IT budgets

• To conduct IT audits

Answer explanation

The primary purpose of a help desk is to provide technical assistance to users, addressing their issues and inquiries related to IT services and support.

The most common method of remote IT support is (a)  

• Email

• Phone

• In-person

• Remote desktop connection

Answer explanation

The most common method of remote IT support is a remote desktop connection, as it allows technicians to access and control a user's computer directly, providing efficient troubleshooting and assistance compared to email or phone support.

Match the following IT certifications with their descriptions.

• Certification Scam

• Cisco Certified Network Associate (CCNA)

• Certification for network professionals

• Microsoft Certified Solutions Expert (MCSE)

• Entry-level certification for PC technicians

• CompTIA A+

• Certification for Microsoft solutions experts

• International Certified IT People Club (ICIPC)

What is the difference between hardware and software?

• Hardware is physical components, while software is instructions.

• Hardware is instructions, while software is physical components.

• There is no difference between hardware and software.

• Hardware is only used for computers, while software is used for all devices.

Answer explanation

The correct choice states that hardware refers to the physical components of a computer or device, while software consists of the instructions or programs that tell the hardware what to do. This distinction is fundamental in computing.

What is the purpose of a network?

• To connect devices to the internet

• To store data

• To run software programs

• To provide power to devices

Answer explanation

The primary purpose of a network is to connect devices to the internet, enabling communication and data exchange. While networks can also support data storage and software execution, their main function is connectivity.

What is the acronym for the Internet Protocol?

• IP

• URL

• DNS

• HTTP

Answer explanation

The acronym for Internet Protocol is 'IP'. It is a fundamental protocol used for sending data across networks, distinguishing it from other terms like URL, DNS, and HTTP, which serve different purposes.

What is the purpose of a firewall?

• To protect a network from unauthorized access

• To speed up internet connections

• To store data

• To run software programs

Answer explanation

The primary purpose of a firewall is to protect a network from unauthorized access by monitoring and controlling incoming and outgoing network traffic based on predetermined security rules.

A computer program that can harm other computers is called a (a)  

• Virus

• Worm

• Trojan

• Spyware

Answer explanation

A computer program that can harm other computers is called a virus. Unlike worms and Trojans, which have different functions, a virus specifically attaches itself to other programs and can replicate, causing damage.