Overview

Prepare to ace the Cisco CCST IT Support Certification with our comprehensive practice exams. This course offers a variety of expertly crafted questions designed to test your knowledge and improve your understanding of key concepts. Covering topics such as help desk concepts, hardware issues, operating system and application troubleshooting, connectivity issues, and more, our practice exams will help you identify areas for improvement and boost your confidence. With detailed explanations for each question, you'll gain valuable insights and be well-equipped to succeed on your certification journey.1.0 - IT Support Job Tasks and Responsibilites1.1. Define key help desk concepts.Queue management, time management, ticketing systems, service level agreement (SLA), key performance indicators (KPIs)1.2. Prepare documentation to summarize a customer interaction.Creating a clear, concise, factual, and comprehensive description of the problem, the troubleshooting steps, and the results obtainedDocumenting in such a way that the documentation is useful for future interactions1.3. Describe the problem solving process.Define the problemGather detailed informationIdentify a probable cause of the failureDevise a plan to resolve the problemMake necessary changes to implement the planObserve the results the changesIf the problem is not resolved, repeat the processDocument the changes made to resolve the problem2.0 - Hardware Issues2.1. Demonstrate how to follow basic safety procedures.Electrical shock, ESD, fire, and personal safety2.2. Assist end users in using tools to locate information about their device.Information: host name, hardware (processor, memory, disk space), operating system version, IPv4 address, IPv6 address, MAC addressWindows tools: Task Manager, System Information, Event Viewer, ipconfigMacOS tools: Activity Monitor, About This Mac, System Settings, Console, ifconfig2.3. Assist end users in locating, identifying, and understanding the characteristics of various ports and cables.Video ports: HDMI, USB-C, DVI, DisplayPort, VGAUSB-A, USB-B, USB-C, Micro USBSerial portsRJ-45, UTP, STPCommon types of power cables (desktop, laptop, mobile)Thunderbolt 3/4 (USB-C)Converters2.4. Identify, install and upgrade various components in a desktop computer.Identifying the processor and motherboardIdentifying, installing, and upgrading RAM, peripherals (graphics cards, wireless cards, Bluetooth cards), and internal storage devices (SATA, SSD, NVMe, M2)Interfaces and expansion card compatibilityUsing Device Manager to manage driversE-waste best practices for disposing of components2.5. Investigate commonly encountered hardware issues.Basic troubleshooting: plug in, connected to power, powered onApplication compatibility requirements: processor architecture, RAM requirements, GPU requirements, disk spaceUsing Device Manager to identify issues with hardwareDevice status indicatorsAwareness of firmware updates (benefits and dangers)3.0 - Connectivity and Resource Access Issues3.1. Assist users with establishing access to network-based resources.Basic knowledge of common directory services: Active Directory, Cloud-based access management (Entra ID and AWS IAM)Multifactor Authentication (authenticator apps and other methods)Mapping a shared drive, including SMB and cloud drive (S3 bucket, OneDrive, GoogleDrive, Dropbox, Box, etc.)Using Gpupdate/adgpupdate to force a group policy updateResetting passwordsChecking membership in security and distribution groups to determine whether there is an issueVerifying permissions3.2. Troubleshoot commonly encountered connectivity issues with peripherals.Printers: connectivity to printer, assisting a user in using a multifunction device, loading paper, fixing a paper jam, clearing print queue, swapping tonerFaxHeadphonesMicrophonesExternal drivesScannersWebcamsKeyboard, mouse, pointing devices (wired and wireless)Tactile/interactive input devices (flat panels)Teleconferencing devices (Webex Desk Pro screens)3.3. Examine basic end-device connectivity to the network.LAN (wired) access vs. WLANPurpose of DNSPurpose of DHCP, recognizing self-assigned IP addresses (APIPA)Purpose of DHCPv6 (recognizing a link-local address instead of a global address)IP address ranges (is it in the right subnet, public and private)Default gatewayWLAN SSIDUsing the following commands to verify connectivityIpconfig/IfconfigTraceroute/tracertPingNslookupNetstatPing6Traceroute6Iproute2 (ip add, ss)Purpose of a firewall and how it might impact connectivity4.0 - Operating Systems and Application Issues4.1. Assist users in resolving Windows operating system issues.Display settings, multiple displays, brightnessBitLocker codesWindows and application updatesClearing the browser cacheTerminating processes with Task ManagerAssisting the customer in backing up and restoring personal data with cloud-based tools (OneDrive)Boot sequence, booting to safe modePower managementAccessibility features4.2. Assist users in resolving MacOS operating system issues.Display settings, multiple displays, brightnessAllowing applications the necessary permissionsMounting external drivesClearing the browser cacheAirDropTerminating processes with Activity MonitorAssisting the customer in backing up and restoring personal data with cloud-based tools (iCloud and Time Machine)Power managementAccessibility features4.3. Assist users in resolving mobile device issues.Restarting the phone, phone not charging, connectivity, email setup, mobile apps, collaboration software, basic understanding of MDMDevice OS: iOS, Android4.4. Describe virtualization and cloud terminology.Cloud providers - Amazon Web Services (AWS), Microsoft Azure and Google Cloud Platform (GCP)Virtual machines and hypervisorsRecognizing cloud models in order to direct the incident to the right team4.5. Assist users in resolving common application issues.Marketplace or approved application installationUntrusted/unknown sourcesEmail, collaboration, productivity applications5.0 - Common Threats and Preventions5.1. Describe security threats to the end user, perform basic investigation, and escalate to the appropriate team.Threats: phishing, malware, spam, unauthorized access attempts, spoofingHelping the user run a malware scanStrong passwords and good password practices5.2. Recognize how to avoid becoming a victim of social engineering attacks.Awareness that a help desk technician is a prime target for social engineering attacksPhishing, impersonation, etc.5.3. Recognize how company policies and confidentiality guidelines protect user data.Identifying confidential, propriety, and personally identifiable information (PII) data6.0 - Job Tools6.1. Use remote access software to connect to end user devices and perform remote support tasks.Remote Desktop, Remote Assistance, Cisco Webex, Remote Management, TeamViewer, Virtual Network Computing (VNC), PC Anywhere6.2. Use appropriate troubleshooting tools to research an issue and update internal documentation with findings.AI: query AI to research an issue, limitations of AI, ethical considerations for AI, privacy and security risks, difference between predictive and generative AIUsing search engine resultsTechnical forumsKnowledge base articles (industry and internal)

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