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WorksheetsFBLA Technology Support & Services
Total questions: 100
Worksheet time: 1hrs 6mins
Which OSI layer is responsible for transmitting raw bits over a physical medium?
Data Link
Physical
Network
Transport
Which OSI layer handles encryption and compression?
Session
Presentation
Application
Transport
Which Windows feature is MOST commonly used in enterprise environments to manage users?
Task Manager
Active Directory
File Explorer
Control Panel
Which macOS feature allows secure full-disk encryption?
Time Machine
Finder
FileVault
Spotlight
Which command checks network connectivity between two devices?
ipconfig
tracert
ping
fsck
Which Linux command checks and repairs file systems?
ping
ipconfig
tracert
fsck
Which computer component performs calculations and logic operations?
GPU
RAM
CPU
SSD
Which component temporarily stores data being actively used?
Hard drive
RAM
Motherboard
Power supply
A 64-bit operating system MOST beneficial because it can:
Use less memory
Run older software only
Access more RAM
Increase internet speed
Which is a best practice for password security?
Reusing passwords
Writing passwords down
Using a password manager
Using short passwords
What does a firewall primarily do?
Stores files
Blocks unauthorized network traffic
Encrypts emails
Speeds up the CPU
Which is an example of a security vulnerability?
Updated antivirus
Strong passwords
Out-of-date software
Firewalls
A DDoS attack primarily aims to:
Steal passwords
Shut down a service
Install malware
Encrypt data
How is data sent across a network?
Files
Packets
Programs
Drives
What does DNS translate?
IP addresses to MAC addresses
URLs to IP addresses
Emails to users
Files to folders
What is the primary function of DHCP?
Assign IP addresses
Encrypt data
Monitor traffic
Block malware
What is an IP address used for?
Identifying devices on a network
Encrypting messages
Storing websites
Backing up files
Which device connects multiple computers in a local network?
Modem
Router
Switch
Firewall
Which device connects a home network to the internet?
Switch
Server
Router
Client
Which device provides services to clients on a network?
Switch
Server
Client
Repeater
Which OSI layer is responsible for routing data?
Network
Physical
Transport
Session
Which Windows tool shows running processes?
File Explorer
Task Manager
Control Panel
Registry
Which macOS tool is used to back up files?
Finder
Time Machine
Spotlight
Terminal
What does VPN stand for?
Virtual Private Network
Visual Processing Node
Verified Public Network
Virtual Program Network
Which threat involves malicious code hidden in legitimate software?
Firewall
Trojan
Patch
Encryption
What is the primary role of a service desk?
Build hardware
Support users
Write software
Design networks
When should a ticket be escalated?
When it is easy
When it exceeds technician authority
When it is new
When it is low priority
What does ITSM focus on?
Programming
Managing IT services
Selling hardware
Marketing
Which software is commonly used for ticket tracking?
Excel
JIRA
Photoshop
Chrome
Tier 1 support usually handles:
Advanced server issues
Initial user issues
Network redesign
Software development
What is the first step in troubleshooting?
Replace hardware
Identify the problem
Escalate ticket
Reinstall OS
What is the purpose of a ticketing system?
Store passwords
Track issues
Monitor networks
Encrypt files
Which is a sign malware may be present?
Faster performance
Frequent pop-ups
Clean startup
Updated software
Why is documentation important in service desk operations?
Entertainment
Accountability and consistency
Design
Advertising
Which skill is MOST important for help desk staff?
Coding
Communication
Graphic design
Accounting
What should be done BEFORE escalating a ticket?
Ignore it
Attempt basic troubleshooting
Close it
Reassign randomly
Which support tier handles complex issues?
Tier 1
Tier 2 or 3
Interns
Users
What is SLA an abbreviation for?
Service Level Agreement
Software License Approval
System Log Access
Server Load Analysis
What is the main goal of SLAs?
Increase costs
Define response expectations
Replace technicians
Eliminate tickets
What is phishing?
Hardware failure
Social engineering attack
Firewall rule
Software update
Which action helps prevent malware infections?
Ignoring updates
Clicking unknown links
Using antivirus software
Sharing passwords
What is remote support used for?
In-person repairs
Accessing systems from another location
Gaming
Backups
Which tool allows technicians to remotely control a user’s computer?
VPN
RDP
DNS
DHCP
Why is customer service important in IT support?
It builds trust
It slows work
It reduces tickets
It eliminates technology
What should a technician do after resolving a ticket?
Delete it
Close and document it
Ignore it
Escalate it
What is ticket prioritization based on?
Technician preference
Impact and urgency
Time of day
User title
Which is a hardware problem?
Corrupt file
Broken power supply
Virus infection
OS crash
Which symptom suggests RAM issues?
Overheating
Frequent crashes
No internet
Loud fans
What is a common printer issue?
CPU overheating
Paper jams
RAM failure
Malware
Overheating in mobile devices is often caused by:
Too many apps
Physical damage
Background usage
Low battery
Which tool measures electrical voltage?
Freeze spray
Multimeter
What should be tried FIRST for many hardware problems?
Replace parts
Restart the device
Reinstall OS
Escalate
Which connector is used for video output?
USB
HDMI
Ethernet
Lightning
What does BSOD indicate?
Hardware or driver failure
Successful update
Network error
Malware removal
Which is a sign of malware?
Faster boot time
Unexpected ads
Clean logs
Normal CPU usage
Which storage device has no moving parts?
HDD
SSD
Optical drive
Tape
Which is a software issue?
Cracked screen
Corrupt OS
Loose cable
Broken fan
What is freeze spray used for?
Cooling electronics
Cleaning screens
Removing malware
Updating firmware
Which cable is commonly used for charging smartphones?
HDMI
USB
VGA
Ethernet
What does LCD stand for?
Light Control Display
Liquid Crystal Display
Low Contrast Device
Large Color Display
Which part stores the OS?
RAM
Storage drive
CPU
GPU
What happens during the boot process?
Files are deleted
Hardware is initialized
Internet connects
Updates install
Which tool removes dust from components?
Multimeter
Compressed air
Freeze spray
Alcohol wipes
Which issue suggests CPU overheating?
Slow printing
Random shutdowns
No sound
Wi-Fi loss
What should be done before replacing hardware?
Test the component
Ignore the issue
Reinstall OS
Close ticket
Which device should be replaced rather than repaired?
Old HDD with failures
Loose cable
Dirty fan
Outdated driver
What is a common fix for slow computers?
Add RAM
Reduce storage
Lower resolution
Remove antivirus
Which Windows tool checks disk errors?
Task Manager
Disk Cleanup
Check Disk
Control Panel
What does malware removal often require?
Antivirus scan
Printer reset
Router replacement
New keyboard
Which connector supports data and power?
HDMI
USB
VGA
DVI
What is the purpose of BIOS/UEFI?
Load OS
Initialize hardware
Scan malware
Connect internet
What should be documented after troubleshooting?
Personal opinions
Steps taken and resolution
User behavior
Software licenses
What is change management?
Replacing staff
Controlling system changes
Removing users
Installing software
What is included in a change request?
Backup plan
Rollout and backout plan
Estimated impact
All of the above
Why is remote access useful?
Reduces travel
Enables quick fixes
Saves time
All of the above
Which protocol provides secure remote command access?
FTP
SSH
HTTP
SMTP
Which service stores files in the cloud?
DNS
OneDrive
Duplex printing means:
Color printing
Two-sided printing
Fast printing
Network printing
Which printer uses toner?
Inkjet
Laser
Thermal
3D
What do load balancers do?
Store files
Distribute traffic
Encrypt data
Block users
What is Active Directory used for?
Web hosting
User and resource management
Malware detection
Printing
SaaS provides:
Hardware only
Software over the internet
Operating systems
Network cables
IaaS provides:
Software only
Virtual infrastructure
Email services
Databases
What does SPF help prevent?
Spam emails
Hardware failure
Power loss
Malware
What is DMARC used for?
Authentication of email
File sharing
Remote access
Encryption
Which protocol transfers files?
FTP
SMTP
DNS
ICMP
Why is documentation important in IT administration?
Compliance and consistency
Entertainment
Marketing
Billing
Best practice troubleshooting begins with
Replacing parts
Identifying the problem
Reinstalling software
Escalating immediately
A hardware problem involves
A software problem often involves
identifying bugs
A printer connectivity issue may be caused by
Low ink only
Network problems
CPU failure
RAM mismatch
Overheating devices should first be
Faulty RAM can cause
CPU issues often result in
A multimeter is used to measure
CPU usage
Storage space
Electrical values
Network speed
Which of the below are benefits of the MITS service?
Strategic planning and technology consulting and support provided by subject matter experts
Predictable, cost-contained approach for fully managing IT systems.
Onsite Instructional technology support, Instructional PD training and software support.
Formal training for users, the delivery of training sessions and other technology-related professional development.
What is the final step, after implementing and assuring of functionality of a computer problem?
Test Theory
Establish a Theory
Document the problem
Establish a plan
Which of the following CANNOT be a reason for network problems?
Incorrect network problems
Unplugged network hub,switch
Network cables are connected
Network disabled
A user on a SOHO network is unable to watch online videos, even at 240 pixels. The technician runs ipconfig from
the user's computer and records the following:
Connection-specific DNS Suffix .: lan
Link-local IPV6 Address ........ : fe80::1585:7fb2:b05f:7102%12
IPv4 Address... :192.168.1.131
Subnet Mask..................1255.255.255.0
Default Gateway ............... :192.168.1.1
The technician then connects a test laptop to the router via the user's Cat 5 cable and records the following
information:
Download: 85 mbps -
Upload: 22 mbps -
Ping: 28 ms -
Which of the following is MOST likely causing the user's issue?
Incorrect IP address
Faulty NIC
Misconfigured default gateway
Bad network cable
Full form of ICT
Information communication technology
Information and communications technology
Information communication tar
Internet connection tar
