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WorksheetsTech Support Final Exam Review
Total questions: 66
Worksheet time: 35mins
What is the name of the command button in Windows you click to remove programs?
Sudo
Delete
Uninstall
Drop
What is GIT's function?
Contains new features and critical security updates
Helps keep track of changes made to directories and files
Allows the computer to interact with hardware
Helps computer processes work automatically
What file extension does Windows use for executable files?
.exe
.com
.wav
.txt
What command would you use in Ubuntu Linux to install a software package?
Application
Apt
Execute
Run
What command would you use in Ubuntu Linux to get permission to install software?
Sudo
Git
Install
Apt
___ is/are a key component to programming, and helped to pave the road that led us to today's modern computing.
Script
Interpreters
Compilers
Binary code
What type of software is used to keep the core system running?
System software
Application software
Software versions
Web browser
You need to update your router settings, so you log into the administration panel, whose Internet Protocol (IP) address is 192.168.0.1. Which IP version is this?
IPv4
IPv1
IPv6
IPv2
Why is basic knowledge of scripting an important tool for IT professionals to have?
Scripting allows basic functions to be automated easily like initiating updates
Scripting allows an IT professional to develop software
Scripting is used to keep track of updates made
Scripting is a user-friendly programming language that can perform advanced tasks and import modules.
As an IT support specialist, you are required to do which of the following?
Use binary code to communicate with computers
Install all the software requested by the users.
Check the license agreement of any software before installing
Ensure that your company uses abstraction
The type of software that can be used for free and is open to modify, share, and distribute is called ___.
Coding
Open source
Commercial software
Programming
Which concept deals with connecting devices like smart refrigerators and smart thermostats to the internet?
IoT
HTTP
IPv6
NAT
How many bits are in an IPv6 address?
32
64
128
256
What was the biggest problem with the earliest version of the Internet in the late 1960s?
Computers were too big and bulky for accessing the Internet
Networks couldn't talk to each other
There was no way to remotely access any computer
The TCP/IP protocol could only be used in universities, governments, and businesses
You want to register the domain name ABCcompany.org, but the registration service is not allowing you to do that. What's the most likely reason for this?
You are not the legal owner of ABC Company
Domain names must be all in lowercase
This domain name is already registered to someone else.
Domain names must end in ".com"
What type of address do computers use to find something on a network?
MAC address
ISP address
URL address
IP address
What does TCP/IP stand for?
Transmission Control Protocol and the Internet Protocol
Transit Control Protocol and the Internet Protocol
Transmission Control Protocol and the Interconnection Protocol
Transmit Control Protocol and the Intelligence Protocol
What does a router do in Networking? Choose all that apply.
A router sends ones and zeros through a beam of light.
A router can only send data to a computer on the same network.
A router utilizes network protocols to help determine where to send data packets.
A router connects devices together and helps direct network traffic.
You are having trouble connecting to the Internet, so you call your Service Provider for help. They need to know the permanent unique identifier address of your specific device so they can help troubleshoot it. What address are they asking for?
URL address
MAC address
IP address
ISP address
True or False: You can create a network with two computers.
True
False
How have the IPv4 limitations been solved? Select all that apply.
By using DNS
By creating more IPv4 addresses
By using Network Address Translation
By implementing the IPv6 protocol
What invention allows people to share more information that just text on the internet?
The World Wide Web
NAT
TCP/IP
IPv4
What is the limitation of the IPv4 protocol?
It's a slow protocol
Its maximum number of IP addresses has been reached
It's obsolete
Does not have any limitations
Which of the following protocols is the primary infrastructure that creates the Internet?
TCP/IP
DNS
NAT
HTML
What factors limit the number of available IPv4 addresses? Select all that apply.
The number of devices that connect to the Internet
How many people are downloading something at the same time
The number of public and private websites in existence
The number of IPv6 addresses in use
A ___ is an emulation of a physical machine.
BIOS
virtual machine
driver
kernel
What command can you use to create a file using bash?
cat
ls
touch
mkfile
What is the file manager in macOS called?
Finder
File Explorer
Konqueror
Midnight Commander
If you want to boot into a USB drive, how do you change your boot settings?
Wipe the computer
Replace the CPU
Login to the machine
Go into the BIOS settings and change the boot settings
True or False: If you have a 32-bit CPU architecture, it's recommended to use a 64-bit operating system.
True
False
Which of these are considered I/O devices? Check all that apply.
Monitors
CPU
Speakers
Webcams
What is the last step in booting a computer?
Perform a POST
User space is launched
Execute the bootloader
Load up drivers
What are the main components of file management? Check all that apply
File data
NTFS
Metadata
File system
What are the two main parts that make up an operating system?
Users and Software
Kernel and Userspace
Kernel and Packages
Window and Mac
What function does a driver perform on the computer?
Stores basic data about the computer like the date, time, and startup methods
Stores the BIOS for the motherboard
Initializes the computer and gets it up and running
Teaches the CPU how to run an external device
Where are the BIOS settings stored?
RAM
CMOS
Hard drive
Flash drive
What function does the BIOS perform?
Keeps data when the power is turned off
Stores temporary data while the computer is on
Initializes hardware and loads up drivers
Install drivers
What function does the POST perform in a computer?
Tells the CPU how to run individual devices
Stores the BIOS
Stores basic data like the date and the startup method.
Figures out what hardware is on the computer and makes sure it is running properly
Which characteristics differentiate a Solid State Drive (SSD) from a Hard Disk Drive (HDD)? Select all that apply.
Non-moving parts
High RPMs
Greater durability
Uses Disk Platters
What is the most common form factor for motherboards?
PCI Express
I/O
ATX
Peripherals
What are two common types of CPU sockets?
Intel and AMD
LGA and PGA
Qualcomm and LGA
AMD and PGA
What will happen if you plug in a 220v device into a 120v outlet?
Nothing will happen
The device will charge at a slower rate and could cause deterioration over time.
The charger used could get fried.
The outlet could get damaged.
What does overclocking mean?
The computer's time zone is ahead of the local time zone.
Resetting the clocks on computers after a power outage.
Exceeding the number of clock cycles on a CPU
Working overtime
What serves as the bridge between the RAM and the CPU?
EDB
Power supply
Hard drive
MCC
Which component functions as the computer's short-term memory?
Hard drive
RAM
Motherboard
CPU
Which component holds everything in place and is sometimes referred to as the foundation of a computer?
Power supply
RAM
CPU
Motherboard
Programs are copied into the ___ for the CPU to read.
EDB
MCC
RAM
Register
What's a critical aspect of working as an IT support professional?
Designing and creating complex programs
The human element
Understanding how operating systems work
Building computers
Which layers deal with how humans interact with computers? Select all that apply.
Operating system
User
Software
Hardware
What are the four main layers of computer architecture?
Hardware, Windows, Software, User
Binary, Hardware, Operating System, Software
Computer, Operating System, Software, User
Hardware, Operating System, Software, User
What does the hardware layer in computer architecture include?
How the computer is maintained, operated, and programmed
The physical components of a computer
Operating system
You're doing desktop support, and the company policy is that you can assess and work on company equipment. A user walks in:
Tech: Hi there, how can I help you?
User: My computer is really slow, and I can barely use it. Can you help me figure out what's wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured you’re good with computers, and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it's too slow for her to get anything done.
What would you do?
Tell them you can’t help them and suggest they go to a local tech store for help.
Explain why you can’t assess or work on the issue, per the company policy. But give them some tips on what common issues could be slowing down his computer, and how they might go about fixing them.
Politely tell them that it's against the company policy, and you can’t help them.
Forget about the policy and help them!
Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn't have to be done through your company account. However, you must see the person "live" (not through a picture), so that you can match them to their photo before resetting their account.
Scenario: Phone call
Anastasia: Thanks for calling. My name is Anastasia. How can I help you?
Ling: Hi, Anastasia. This is Ling. I need to reset my account password.
Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?
Ling: I can’t get into my work account. That's why I’m calling.
What would you do in this situation? Check all that apply.
Offer to set up a video call through Skype, Facetime, or Hangouts.
Kindly tell them they will have to wait until the next day to meet with someone live.
Ask the user if they have a personal account to use for Skype.
Suggest the user make a video call with you through their phone.
A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time?
How would you respond to the user?
Let the user know that you're working on their issue and will be sure to answer all of their questions once you're done.
Ignore the user and keep working on resetting the password, so you don’t lose your place.
Kindly ask the user to stop asking questions, since you're trying to solve their problem.
Stop what you're doing and explain to the user that passwords should have numbers and symbols for security purposes, and this is more important than productivity.
You receive the following ticket from a user:
My machine is saying I have to reboot, but this is silly. I have a ton of processes running, I don’t want to have to reload everything. This is a waste of time. I’ve included a screenshot of the message. Please advise.
-Aditya
Choose the best response
Situation: You are working as an IT support specialist and receive the following request through chat:
Name: Yuki Saitō
Customer number: 674213
Issue: I need more bandwidth
Chat log:
Mia: Hi Yuki, how are you today? I see that you are concerned about needing more bandwidth. I’d be happy to help.
Yuki: Thanks, I really need it!
Mia: Can I ask what you mean by “needing more bandwidth?”
Yuki: I mean that everytime I try to use my computer after lunch, it’s incredibly slow. I think I’m using all the bandwidth in the morning.
What do you do next?
Give the user what they want. Increase their bandwidth and move on to the next user.
Ask more questions about what programs they’re using.
Tell the user that you have no control over their bandwidth and politely close the chat.
Suggest the user reboot his machine when this happens.
_____ should be the first step when troubleshooting.
Asking the user to clear the web browser cache
Telling the user to run a virus check
Asking the user to restart the computer
Gathering information to identify the problem by asking the user questions.
What is the main benefit of the "isolating the problem" troubleshooting method?
It helps keep the customer happy.
It keeps the problem from happening again.
It allows the user to be involved in the solution.
It helps shrink the scope of the potential issue.
Imagine the following scenario: You are an IT specialist, and a user brings their computer to be repaired. You have the following conversation:
User: Hi! I have a problem with my laptop. It is totally broken. I think I need a new one.
You: Hi! What is the problem?
User: The laptop does not turn on.
You: Sorry to hear that; let me try. You are right, it is not turning on.
What should be your next step?
Replace the laptop's battery.
Tell the user to leave the laptop and wait for your call.
Agree with the user and replace the laptop.
Ask more questions, and try to identify the root cause of the problem.
There are four basic characteristics that define excellent customer service. Which is the most important?
Empathy
Being humble
Velocity
Knowledge
Consider the following case study:
You receive a phone call from a remote user, saying they cannot connect to the company server. The user is in a rush and is frustrated. You take the call and start your interaction with the user. The user, having some computer knowledge, tells you what steps they perform to try to solve the problem. In order to find the root cause, you need to re-try some of the same steps the user performed. Which of the following is the best way to communicate with the user the steps you want to perform?
Saying, "Let us start working on your problem. Please do the following steps."
Acknowledging the steps the user did and go radio silence while you evaluate the problem.
Telling the user you cannot trust what they have done and need to start your own troubleshooting.
Saying, "Sorry for inconveniencing you, I know that you already did some of these steps, but in order to find the root cause, I need you to perform some of them again."
____ are all-in-one solutions that help you track user issues, communicate with your users, and provide updates.
Procedures
Chat rooms
Emails to users
Ticketing or bug systems
Which of these statements describe one of the parts needed to write good documentation?
Which computer you used to solve the problem.
Detailed information of the conversation between you and the user.
Exact instructions on how to fix the problem.
Timestamps of each interaction with the customer.
____ is the most common pitfall when troubleshooting.
Using the fastest possible solution.
Guessing the solution.
Going on autopilot and not finding the root cause of the problem.
Asking questions and gathering data.
Sometimes there are multiple options that can be used to isolate a problem. What option should be tried first?
The fastest to implement.
Always start be reinstalling the OS.
Asking the customer to choose.
The longest to implement.
Consider the following scenario:
The help desk receives a call from a customer/user with the following problem: "I'm unable to log-in to my account." Select the best ticket documentation from the following:
User cannot log-in to their account.
The user reported the error, "I'm unable to log-in to my account." After confirming the user was typing the username and password correctly, I found out that the user password had expired. I sent the reset link to the customer to generate a new password.
Close.
I sent a reset link to the customer to generate a new password.
