LCC / CITN 110

For white boards in a typical classroom, 1- to 2-inch letters are needed to ensure all students can read what you write. A 1-inch letter is readable from ________ feet away.

10

________ is a state of mental, emotional, or physical exhaustion.

Burnout_

________ skills refer to the technician's understanding of the organization's vision, mission, and values. Troubleshooting Business Security Soft

Business

The process of ________ a technical document is meant to ensure the document is clear, concise, comprehensible, and consistent. Technical editing Copy editing Typesetting Proofing

Copy editing

The soft skill that involves asking, changing perspectives and evaluating evidence or symptoms is ________. Organizing Communication Critical Thinking None of the above

Critical Thinking

When you are truly interested, your eyes often ________allowing more light in so that you can see the other person better. Blink Tear Dilate Squint

Dilate

When technicians at tier 1 run out of ideas and cannot think of another theory of probably cause, they ________ the issue. Increase Reprioritze Escalate None of the above

Escalate

.________skills are specific, measurable skills such as configuring and troubleshooting systems.

Hard

In-person, phone, email, web page forms, instant messages, chat windows, automated reports from monitoring systems, and some social media outlets such as Twitter all represent ________ methods for accepting tickets.

Submission

Many courses include a list of ________ for a course. This helps potential students understand the knowledge they're expected to have prior to attending the course and helps prevent unqualified personnel from attending the course? Prerequisites Syllabus objectives Meeting times Suggested readings

Syllabus objectives

________ stress is long term and is caused by one or more stressors that persist without being managed

chronic

The ________ level of Bloom's Taxonomy refers to the ability to demonstrate an understanding of the facts and terminology. Some typical verbs used in comprehension-based objectives are match, explain, restate, paraphrase, rewrite, summarize, and illustrate.

comprehension

All Microsoft's patches are released on Tuesdays. True or False

false

As a help desk specialist, you will frequently be assigned to manage a project. True or False

false

Attitude is the voice that runs through your mind; it can be overly negative, telling you why you can't do something, or be overly positive, telling you why you can do something. true or false

false

Chronic stress is short-term stress caused by your body's immediate reaction to a stressor. True or False

false

Critical thinking typically includes passively thinking about the issue, asking questions, analyzing and evaluating evidence and symptoms, and seeking different perspectives. These activities help you identify and evaluate different options when faced with a problem. True or False

false

During disaster and crisis situations, technicians often give extensive presentations to managers and executives on the recovery progress. True or False

false

Fault-intolerance techniques implement redundant hardware or systems. True or False

false

Hard drives perform processing using random access memory (RAM). True or False

false

If backlogged incidents are increasing, it indicates that help desk personnel are doing something that's working. True or False

false

In an incident process, the last step is to resolve the problem. True or False

false

In terms of body language, tilting your head to one side might indicate that you understand and are following the other person. true or false

false

In terms of multifactor authentication, a password is something you have. True or False

false

In terms of the CIA triad, the principle of least privilege is a part of the availability element. True or False

false

Kinesthetic learners (also known as experiential or tactile learners) learn best by seeing the material. True or False

false

Loyalty is the way a person looks at things, such as events in their lives.

false

Malware is a combination of software and hardware with the software code embedded within a hardware device. True or False

false

Monetary incentives such as bonuses or pay raises or nonmonetary incentives such as a grade in a course are examples of intrinsic motivation. True or False

false

Most current computers have a CMOS chip that contains basic instructions for the computer to start. True or False

false

Most networks use Domain Name Servers (DNS) to automatically assign IP addresses to systems within the network. True or False

false

Nonverbal communication does not come across over the phone. True or False

false

Pedagogy is the science and art of helping adults learn. True or False

false

Questioning users is a step in the theory testing phase of troubleshooting. True or False

false

People often take action for their own personal reasons, such as finding it enjoyable, feeling like they are contributing to something bigger than themselves, or gaining a sense of accomplishment. This can be characterized as ________ motivation.

intrinsic

One listening technique is _______, where you respond with similar words and phrases to demonstrate your understanding.

paraphrasing

________is the process of reviewing the final product and verifying it doesn't have any errors.

proofing

After connecting hosts together into networks, you can then connect these networks together using a(n) ________.

router

The step in the incident process in which you would determine symptoms is the ________ step.

screening

A ________ attitude goes beyond just a positive attitude and includes a sense of caring for the customer. Happy Service Knowledgeable None of the above

service

The element of the LISTEN strategy that enables you to indicate your understanding by repeating, or paraphrasing, or reflecting is _______.

summarize

In terms of body language, crossed arms might but a subconscious indication that ________. The listener is cross The listener is happy The listener is shy None of the above

the listener is a cross

A distraction is a communication filter. true or false

true

A power user is one who is knowledgeable and may be more technically savvy than the help desk professional. true or false

true

A project may have multiple milestones. True or false

true

Aptitude is a person's natural ability or talent related to a particular field of study and identifies the ease with which a person can learn a topic.

true

Bloom's Taxonomy is divided into six sections. True or False

true

Communication is the process of sharing information between two or more people. true or false

true

Eating disorders may be a sign of burnout. true or false

true

Incentives hinder performance for creative problems. True or False

true

Integrity provides assurances that data and IT systems are not modified. True or False

true

Interactive white boards have become quite popular in many classrooms. Trainers can draw on them with digital ink using specialize pens and erasers. True or False

true

Personal skills refer to people's ability to manage different situations and themselves.

true

Phishing is a type of span that tries to trick users into giving up information such as passwords. True or False

true

The best protection against malware is up-to-date antivirus software. True or False

true

The classification of a user as internal or external is based on the user's relationship to the organization. true or false

true

The first step in the CompTIA troubleshooting process is to identify the problem. True or False

true

The three elements of the Security Triad are confidentiality, integrity, and availability. True or False

true

Using the 3-30-3 rule, you have 30 seconds to engage the reader. True or False

true

When providing estimates of reply times, it's best for the help desk to overestimate these times. True or False

true

The ________ rate identifies the percentage of abandoned calls compared to the total number of calls.

abandon

Some typical verbs used in application level of Bloom's Taxonomy are organize, generalize, apply, prepare, produce, show, draw, choose, or paint.

application

The highest support tier in most organizations is tier ________. 5 4 3 None of the above

3

The rule that you have 3 seconds to grab the reader's attention is called the ________ rule. You have additional time to engage the reader and to get your message across. 3-2-2 3-30-3 3-3-3 3-2-1

3-30-3

Tier _____ support involves a service-level agreement (SLA).

4

The IPv4 protocol will eventually be replaced by IPv_______. 5 6 8 16

6

An example of fault tolerance would be ________. A RAID array A large hard drive Installation of RAM beyond manufacturer's default None of the above

A RAID array

The CompTIA ________ exam validates an understanding of basic computer and operating system concepts.

A+

_______writing follows the order of subject, verb, and object. Active Passive Descriptive None of the above

Active

________ is malware that displays unwanted advertisements to users.

Adware

The ________ phase of the General Adaption Syndrome occurs when you first perceive the stressor.

Alarm

The resolution time metric looks at two times within a ticket: first resolution time and full resolution time. Ideally, the times are ________.? Always the same Never the same Increasing over a time period Decreasing over a time period

Always the same

A(n) ________ is a comparison between two things and can help people connect known concepts with unfamiliar concepts. Absolute Analogy Style Sheet None of the above

Analogy

The verbs compare, differentiate, analyze, classify, distinguish, categorize, and prioritize are used at the ________ level of Bloom's Taxonomy. Comprehension Application Analysis Syntheses

Analysis

Google has released many smartphones and tablets using the ________operating system.

Androit

Technicians commonly use operating system tools when troubleshooting and maintaining computers. For example, Windows systems include a Control Panel with several mini-applications or _______.? Apps Utilities Executables Applets

Applets

A core personal skill is

Attitude

Risk ________could mean an organization doesn't engage in risky activity. Mitigation Transference Sharing Avoidance

Avoidance

Optical media includes compact disks (CDs), digital versatile disks (DVDs), and ________.? Blu-Ray (BDs) Video Hard Disks (VHDs) Optical Character readers (OCRs) None of the above

Blu-Ray (BDs)

A technician might escalate an incident to a higher tier because ________. The problem is beyond the technical expertise of the technician The problem requires more privileges to resolve than the technician is currently granted Both None of the above

Both

Help desk customers can be internal employees and external paying customers Internal employees External paying customers Both A and B None of the above

Both A and B

If you add or replace a monitor, the most important consideration is to ensure that the video ________ has the connection to support it. Bus Card Sink PCI

Card

The________ symbol represents a decision point in a flow chart.

Diamond

SMTP, POP3 and IMAP are default ports for ________.

Email

Spam is actually unwanted ________.

Email

________words are positive words and phrases spoken by the trainer in response to student interaction. These positive words encourage more interaction and positive responses from students. Empowering Technical Attentive Descriptive

Empowering

Social ________ attempts use trickery, flattery, and other tactics to get users to give up information they wouldn't normally give up or perform an action they wouldn't normally perform? Justice Cyber Engineering None of the above

Engineering

When you escalate an incident, you refer it to a higher-level ________.

Escalate issue

________is considered good stress. A positive attitude Aptitude Eutress None of the above

Eutress

The last phase of the General Adaption Syndrome is the ________phase

Exhaustion

________ writing focuses on a topic or subject and omits the opinions of the author. Expository Technical Persuasive Descriptive

Expository

A VPN is a telecommunication company that provides Internet access to it subscribers. True or false

False

________ words are short, meaningless words that many people use when they pause to think, or simply to fill in gaps. Filler Filter Sort None of the above

Filler

A(n) ________ is an unplanned interruption or reduction in the quality of an IT service.

Incident

Excessive smiling might indicate ________. None of the above Very serious Anger Lack of seriousness

Lack of seriousness

A ________ indicates a significant accomplishment within a project and includes a summary of the completed task along with the target date? Milestone Value Stake Scope

Milestone

In the Security triad ________ provides assurances that data and IT systems are not modified. Engineering Confidentiality Availability None of the above

None of the above

Microsoft ________ is an example of project management software. Word Excel Powerpoint None of the above

None of the above

Organizations commonly have a set of rules or guidelines known as standard operating ________. Terms Rules Coverages None of the above

None of the above

Which of the following is NOT a cause of burnout? Lack of control Work overload Values conflict None of the above

None of the above

Trainers often use two types of questions, canvassing and _____________-ended. Close Open Clear None of the above

Open

An account lockout policy can lock out an account if the user enters the incorrect ________ several times in a short amount of time.

Password

Disks have one and two-letter codes that describe their use. The only code used by Blu-ray disks is________. R RW RE RB

RE

Avoid the common mistakes many new presenters make during presentations using PowerPoint, such as ________ from the slides and turning their backs on the audience? Speaking too slowly Reading from the slides Deviating None of the above

Reading from the slides

The flow chart symbol for process is a(n) Oval Rectangle Diamond Parellelogram

Rectangle

________ risk remains after implementing security controls to mitigate risk.

Residual

The metric called tickets solved refers to ________. Logged incidents Resolved incidents Both A and B None of the above

Resolved incidents

Superior written communication is a _______ skill. Hard Soft Technical None of the above

Soft

______is malware that collects information about users without their knowledge or consent.

Spyware

Vocal ________places the emphasis in different places within a sentence to vary the meaning. Timbre Speed None of the above Tone

Tone

A service-level agreement stipulates performance expectations and identifies support services provided by outside organizations. True or False

True

After technicians validate calls as actual incidents, they begin the process of logging them. True or false

True

Help desk customers are ________. External paying customers Employees within the same company Both A and B None of the above

both A and B

A (n) ________ is a flyer or small pamphlet.

brochure

The best conflict resolution method is ________.

collaboration

Collaborating and compromising are two ways to manage ________.

conflict

Rapport has three behavioral components: mutual attention, positivity, and

coordination

A help desk is a ________ center. Cost Profit Both None of the above

cost

The words "Please," "Yes," and "My Pleasure" are words of ________

courtesy

CompTIA ________ are vendor-neutral and provide a solid foundation for an Information Technology (IT) worker.

document

Distress indicates anxiety or sorrow, and someone experiencing distress is typically suffering from pain or even agony. This pain can be physical due to a physical ailment or ________when the level of anxiety is consuming their thoughts.

emotion

The incident process that refers the process to a higher-level tier is ________.

escalating

A VPN is used as an internal communications system among help desk personnel. true or false

false

A business continuity plan (BCP) helps identify critical functions and services and helps the organization determine the cost impact if critical functions and services are not restored within a given period. True or False

false

A hub connects hosts together on the network. A hub has the capability of learning what devices are connected to each physical port, and it stores this information in the hub's memory. true or false

false

A virus appears to be a useful application but it includes a malicious component. True or False

false

After you submit your first draft of a technical document, the next step is usually for a copy editor to review the document. True or False

false

An open-ended question is one to which the questioner doesn't know the answer. true or false

false

Reading/writing learners learn best by doing. True or False

false

Routing topics is a useful technique to help students connect the topics between multiple sessions. You route topics by simply connecting the current topic to a past or future topic. True or False

false

Scripts used by technicians to talk to customers would not be a part of an organization's standard operating procedures. True or False

false

Stakeholders often sponsor, but never oversee, a project. True or False

false

The Merriam-Webster dictionary defines attitude as "a state of mental tension and worry caused by problems in your life, work, etc." and as "something that causes strong feelings of worry or anxiety." true or false

false

The acronym for the style guide usually used in technical writing is APA. True or False

false

The first step in developing a course is to identify the audience. True or False

false

The primary purpose of the help desk is to generate profits. True or False

false

The technical editing process ensures a document is clear and concise and that it follows the style sheet. True or false

false

The term malware refers to an organization's internal users

false

Trainers mostly speak at a loud volume. True or False

false

When using pronouns in technical writing, you should always alternate between male and female. True or False

false

In some cases, the negative self-talk is your self-conscious or internal wisdom trying to come out and provide you ________. Feedback Knowledge Both None of the above

feedback

Communication barriers such as ________ are one of the most common causes of miscommunication in the business world ? Filters Sorts Grammar None of the above

filters

A ________ chart is a diagram that represents an algorithm or process? Flow Pseudo Score Gantt

flow

Rectangles, diamonds, and ovals are symbols used in a ________.

flow chart

______ asked questions help users solve their own problems.

frequently

The full quote for the "A" in the Attitude Acronym is "Always ______ your customers."

greet

After verifying the system is operating, you need to document the solution. Typically, you do this with a(n) ________management system. Solution Incident Flow chart None of the above

incident

An ________typically starts with a user reporting an issue and ends with a help desk technician closing it after the issue is resolved.

incident

Some typical verbs used in ________ objectives of Bloom's Taxonomy are select, list, label, name, identify, recite, memorize, and recognize

knowledge

In portrait mode, when you hold a page, it is taller than it is wide, and in ________ mode, the page is wider than it is tall.

landscape

(n) ________ statement focuses on the present and identifies what an organization hopes to achieve and/or how it hopes to achieve it.

mision

In simplest terms, a(n) ________ is the total number of new tickets minus the total number of tickets solved. Incident Resolution Trend None of the above

none of the above

A white ________is an informational document on a topic.

paper

One active listening technique is ________ a message, where you include feelings and/or demonstrate your empathy to the person

reflecting

The ________ time refers to how long it takes before a customer receives a reply from a live person.

reply

Economies of ________ refers to the cost-savings gained by an increase in production.

scale

The incident process step that determines symptoms is ________

screening

A protocol analyzer is also known as a(n) ________.

sniffer

Microsoft Office suites include the Microsoft PowerPoint application, which many trainers use to create training slides. One of the great benefits of PowerPoint is that you can use ________, which are applied as master slides and apply to multiple slides within your presentation.

templates

A(n) ________ is anything or anyone that represents a danger to an organization's IT resources.

threat

In the context of the help desk, an incident is the same thing as a(n) ________? Ticket Episode Event None of the above

ticket

Facilitators moderate sessions to bring out the knowledge of the participants and help them share their knowledge with each other. True or False

true

Facility costs refer to the space used by the help desk personnel when they assist customers. True or False

true

Firewalls provide a layer of protection by filtering traffic. True or False

true

For help desks, the wait time refers to how long it takes before a problem is resolved. True or False

true

Help desk technicians represent the organization when working with customers. True or False

true

Ideally, the help desk should solve about the same number of tickets as they receive. True or False

true

In Bloom's Taxonomy, synthesis indicates students can compile the information to identify a pattern or a solution. After analyzing the information, students should identify theories of probable causes and potential solutions. True or False

true

In an incident management system, someone creates a ticket when a user first reports a problem. True or False

true

In communication, eye contact or lack of it may be a cultural sensitivity. true or false

true

In technical documents, it is desirable to have a fair amount of white space. True or False

true

In terms of vocal tone, Inflection places emphasis in a different place within a sentence to vary the meaning. true or false

true

In typesetting, a WYSIWYG tool is used to ensure that the final printed document appears exactly as wanted. True or False

true

Kinesics is the study of vocal inflection. true or false

true

Many organizations require employees to read and acknowledge an acceptable usage policy (AUP). True or False

true

Most organizations use some type of incident-tracking application. True or False

true

One of the most common reasons technicians need to access the BIOS setup utility is to modify the boot sequence. True or False

true

Performance metrics measure various activities, and management personnel commonly use them to determine the effectiveness of different areas of an organization, including the help desk. True or False

true

Risk transference may involve purchasing insurance True or False

true

Supervisors often initiate root cause analysis steps when they notice trends in the help desk incidents. True or False

true

Technical writing is a form of expository writing. True or False

true

The flow chart symbol for start or end is an oval. True or False

true

The last step in the incident process is closing the incident.

true

The motherboard has several components soldered in place and includes slots for other hardware. true or false

true

When troubleshooting, in addition to verifying that the original problem is resolved, technicians should verify full-system functionality. True or False

true

Words such as all, always, none, and never are absolutes. True or False

true

A(n) ________ is a self-guided document that readers can use to learn new material.

tutorial

Multifactor authentication combines at least ________authentication factors. Two Three Four None of the Above

two

On a personal level, ________represent a person's core beliefs based on life experiences and they typically guide a person's principles and standards of behavior.

values

A(n) ________statement is typically a single sentence that describes the long-term result of the organization's work.

vision

Remote ________ refers to a feature which, if enabled, allows a user to send a signal to a lost or stolen device that erases all data on the system.

wipe

A _______ guide is easier to update than a flow chart.

written