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 ________.
Spam is actually unwanted ________.
________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
