Technical Support Fundamentals
How many possible values can we have with the 8 bits in a byte? a) 256 b) 127 c) 144 d) 8
a) 256 Since there are 8 bits with two values each, the highest number of possible values is 2 to the power of 8, or 256
Your computer is running version 0.4.00 of a software program. Assuming this software follows a sequential numbering trend, which of the following versions of the software are more up-to-date than version 0.4.00? (Select all that apply) a) 4.0.00 b) 1.5.19 c) 0.4.05 d) 0.3.05
a) 4.0.00 AND c) 0.4.05
How have the IPv4 limitations been solved? (select all that apply) a) By using Network Address Translation b) By implementing the IPv6 protocol c) By creating more IPv4 address d) By using DNS
a) AND b) By using Network Address Translation; By implementing the IPv6 protocol --> IPv6 protocol has been slowly adopted. IPv6 addresses consist of 128 bits, four times the amount that IPv4 uses. Which means more devices can have IP addresses.
Why would a user need a bigger power supply for your computer? (Select all that apply) a) The user plays a lot of high resolution video games b) The user is a videographer and edits a lot of video content c) The user searches the web often d) The user is a student who frequently uses word processing software
a) AND b) The user plays a lot of high resolution video games; The user is a videographer and edits a lot of video content
You're trying to access a website from your internet browser while working on a report in a word processor and editing photos in a photo-editing program. Your computer begins to run slowly. Which of the following are possible causes of this slowdown? (Select all that apply) a) Your computer does not have enough RAM to load all of the processes you're trying to run b) Your computer's CPU is being maxed out because too many processes want CPU time and the CPU can't keep up c) Your kernel is managing its I/O inefficiently d) Your computer's CPU is being maxed out because one of the processes you're running is taking up too many time slices
a) AND b) Your computer does not have enough RAM to load all of the processes you're trying to run; Your computer's CPU is being maxed out because too many processes want CPU time and the CPU can't keep up
What are some examples of IoT (Internet of Things)? (Choose all that apply) a) Refrigerators that keep track of the food and notify you when to buy more b) Teachers who post assignments for their students on the school website c) Thermostats that turn off the air conditioning when you leave the room d) An online car dealership that can provide complete car history using the vehicle identification number
a) AND c) Refrigerators that keep track of the food and notify you when to buy more; Thermostats that turn off the air conditioning when you leave the room
Which of these is a GUI? (Check all that apply) a) Chrome OS b) MS-DOS c) iOS d) BASH
a) AND c) The Chrome OS desktop and iOS desktop are examples of a GUI.
What factors limit the number of available IPv4 addresses? (select all that apply) a) The number of devices that connect to the Internet b) How many people are downloading something at the same time c) The number of public and private websites in existence d) The number of IPv6 addresses in use
a) AND c) The number of devices that connect to the Internet; The number of public and private websites in existence
What does an operating system's User Space do? a) Allows humans to interact with the operating system through a GUI or CLI shell b) Manages system resources by creating, scheduling, and managing processes c) Manages the input and output of external devices d) Breaks stored files into data blocks to increase accessibility and storage space efficiency
a) Allows humans to interact with the operating system through a GUI or CLI shell
_______ is/are a key component to programming, and helped to pave the road that led us to today's modern computing. a) Compilers b) Binary code c) Interpreters d) Script
a) Compilers A compiled programming language sends human readable instructions through a compiler. The compiler takes the human instructions and compiles them into machine instructions.
Before you update software on a Windows computer, you must: a) Download the most recent version of the software b) Restart your computer c) Uninstall the current version of the software d) Quit the program if it is currently running
a) Download the most recent version of the software
What does overclocking mean? a) Exceeding the number of clock cycles on a CPU b) Resetting the clocks on computers after a power outage c) Working overtime d) The computer's time zone is ahead of the local time zone
a) Exceeding the number of clock cycles on a CPU Overclocking increases the rate of your CPU clock cycles in order to perform more tasks. This is commonly used to increase the performance in low-end CPUs
What function does the POST perform in a computer? a) Figures out what hardware is on the computer and makes sure it is running properly b) Stores the BIOS c) Tells the CPU how to run individual devices d) Stores basic data like the date and the startup method
a) Figures out what hardware is on the computer and makes sure it is running properly The POST (Power On Self Test) figures out what hardware is on the computer and makes sure it is running properly before the BIOS initializes the hardware or loads up essential drivers.
What is the file manager in macOS called? a) Finder b) File Explorer c) Konqueror d) Midnight Commander
a) Finder The file manager in MacOS is called Finder.
What are the four main layers of computer architecture? a) Hardware, Operating System, Software, User b) Binary, Hardware, Operating System, Software c) Hardware, Windows, Software, User d) Computer, Operating System, Software, User
a) Hardware, Operating System, Software, User The layers of computer architecture are the hardware, operating system, software, and user layers
What type of address do computers use to find something on a network? a) IP address b) MAC address c) URL address d) ISP address
a) IP address
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? a) IPv4 b) IPv6 c) IPv2 d) IPv1
a) IPv4
What function does the BIOS perform? a) Initializes hardware and loads up drivers b) Installs drivers c) Stores temporary data while the computer is on d) Keeps data when the power is turned off
a) Initializes hardware and loads up drivers After running a POST, the BIOS initializes the hardware and loads up essential drivers.
What happens to data stored in RAM when a computer is turned off? a) It is cleared b) It is cached c) It is saved d) Only the most frequently accessed data is saved
a) It is cleared
What units are used to represent data transfer rates? a) Mb/s b) MB/s c) Mb d) MB
a) Mb/s
_____ is software used to keep the core system running. a) System software b) Monitor software c) Computer software d) Application software
a) System software
What type of software is used to keep the core system running? a) System software b) Software versions c) Application software d) Web browser
a) System software System Software is software used to keep our core system running, like operating system tools and utilities.
Which of the following protocols is the primary infrastructure that creates the Internet? a) TCP/IP b) DNS c) NAT d) HTML
a) TCP/IP The TCP/IP protocol allowed computers to share information outside their network, which contributed to the Internet as we know it today.
At first, what was the only kind of information that could be sent over the early internet? a) Text b) Audio c) Email d) Media
a) Text
What's a critical aspect of working as an IT support professional? a) The human element b) Building computers c) Designing and creating complex programs d) Understanding how operating systems work
a) The human element While IT professionals work with computers every day, it is the user interaction that makes up most of their job, from responding to user emails to troubleshooting computers
Which of the following is true of compiled programming languages? a) They use human-readable instructions that are translated into machine instructions by a compiler. This enables them to run on many types of CPUs. b) They use assembly language to give instructions to a computer. This enables them to run on many types of CPUs. c) They use human-readable instructions that are translated into machine instructions by a compiler. This means they can only run on specific types of CPUs. d) They use punch cards to give instructions to a computer. This enables them to run on many types of CPUs.
a) They use human-readable instructions that are translated into machine instructions by a compiler. This enables them to run on many types of CPUs.
You can create a network with two computers. a) True b) False
a) True
Why did UTF-8 replace the ASCII character-encoding standard? a) UTF-8 can store a character in more than one byte b) UTF-8 only uses 128 values c) ASCII can store emojis d) ASCII can store a character in more than one byte
a) UTF-8 can store a character in more than one byte UTF-8 replaced the ASCII character-encoding standard because it can store a character in more than a single byte
Which of the following commands would you use to create a folder called "Super-Secret-Folder" in Linux? a) mkdir Super-Secret-Folder b) mkdir Super Secret Folder c) touch Super-Secret-Folder d) newdir Super-Secret-Folder
a) mkdir Super-Secret-Folder
Which of the following commands would you use to create a file called "Adorable-cats" in Linux? a) touch Adorable-cats b) newdir Adorable cats c) mkdir Adorable-cats d) touch Adorable cats
a) touch Adorable-cats
Which of the following are properties of the motherboard? (Select all that apply) a) It routes power from the power supply b) It lets you expand the computer's functionality by adding expansion cards c) It runs the operating system and executes software d) It facilitates communication between different parts of the computer
a), b) AND d) It routes power from the power supply; It lets you expand the computer's functionality by adding expansion cards; It facilitates communication between different parts of the computer
Which of the following are components of file handling? (Select all that apply) a) File Systems b) Metadata c) Hard disks d) Data
a), b), AND d) File Systems; Metadata; Data
Which of these tasks may be part of an IT support specialist role? (Select all that apply) a) Fix or troubleshoot problems related to technological equipment b) Implement security to make sure your organization's systems are safe c) Ensure that an organization's technological equipment is running smoothly d) Communicate with technology users to understand their challenges and needs
a), b), c), AND d)
Which of the following are considered mobile devices? (Select all that apply) a) E-readers b) Laptops c) Fitness monitors d) Smartphones
a), c), AND d) E-readers, Fitness monitors, Smartphones
What is 45 in binary form? Please use this Binary Table to find the answer: | 128 | 64 | 32 | 16 | 8 | 4 | 2 | 1 | a) 01001001 b) 00101101 c) 10000010 d) 00111011
b) 00101101 32, 8, 4, and 1 are on, and they add up to 45
Use the following binary conversion table to convert the decimal value 142 into binary format: | 128 | 64 | 32 | 16 | 8 | 4 | 2 | 1 | a) 10001010 b) 10001110 c) 01100110 d) 10011100
b) 10001110
Which problem(s) can replacing a device's battery solve? (Select all that apply) a) A damaged hard drive b) A device that shuts down unexpectedly c) A slow device d) An overheated device
b) AND c) A device that shuts down unexpectedly; A slow device
What command would you use in Ubuntu Linux to install a software package? a) Application b) Apt c) Execute d) Run
b) Apt apt is a command we use in Ubuntu for package installs.
If you have a 32-bit CPU architecture, it's recommended to use a 64-bit operating system. a) TRUE b) FALSE
b) FALSE To have better compatibility with your OS and CPU, you should be using the same CPU and OS architecture.
Which characteristics differentiate a Solid State Drive (SSD) from a Hard Disk Drive (HDD)? (Select all that apply) a) High RPMs b) Greater durability c) Uses Disk Platters d) Non-moving parts
b) Greater durability AND d) Non-moving parts SSDs have non-moving parts, are less prone to damage, and utilize non-volatile memory.
Which type of storage device is more damage prone due to moving parts? a) Magnetic tape b) Hard disk drive (HDD) c) RAM d) Solid state drive (SSD)
b) Hard disk drive (HDD)
What is GIT's function? a) Helps computer processes work automatically b) Helps keep track of changes made to directories and files c) Allows the computer to interact with hardware d) Contains new features and critical security updates
b) Helps keep track of changes made to directories and files Git is a version control system that helps keep track of changes made to files and directories.
Which of these addresses identify a computer on the network? a) MAC address and IP address b) ISPs and IP addresses c) WWW and IP addresses d) AC address and IP address
b) ISPs and IP addresses
What is the purpose of the software layer in computer architecture? a) It is the physical components of a computer b) It allows humans to interact with computers c) It operates, maintains, and programs the computer d) It allows hardware to communicate with the system
b) It allows humans to interact with computers
What are two common types of CPU sockets? a) AMD and PGA b) LGA and PGA c) Qualcomm and LGA d) Intel and AMD
b) LGA and PGA Land Grid Array (LGA) and Pin Grid Array (PGA) are two common types of CPU sockets.
Which computer component provides electricity to the computer? a) CPU b) Power supply c) Motherboard d) Port
b) Power supply
Which of these devices were used to store data in computers in the past but typically are no longer used? (Select all that apply) a) Transistors b) Punch cards c) Hard disk drives d) Floppy disks
b) Punch cards AND d) Floppy disks
Which component functions as the computer's short-term memory? a) CPU b) RAM c) Motherboard d) Hard drive
b) RAM Random Access Memory (RAM) stores data temporarily.
Why is basic knowledge of scripting an important tool for IT professionals to have? a) Scripting is a user-friendly programming language that can perform advanced tasks and import modules b) Scripting allows basic functions to be automated easily like initiating updates c) Scripting is used to keep track of updates made d) Scripting allows an IT professional to develop software
b) Scripting allows basic functions to be automated easily like initiating updates As an IT professional, you may need to improve workflow efficiency by automating basic functions with a scripting language.
Which protocol handles delivery of information from one network to another? a) IP b) TCP c) HTTP d) FTP
b) TCP
What does the hardware layer in computer architecture include? a) Operating system b) The physical components of a computer c) How the computer is maintained, operated, and programmed d) Software applications
b) The physical components of a computer These are objects you can physically hold. Laptops, phones, monitors, keyboards, etc.
What is the name of the command button in Windows you click to remove programs? a) Sudo b) Uninstall c) Drop d) Delete
b) Uninstall Use the "uninstall" command button to remove programs.
You ran a command to install the program GIMP on your computer. Now you want to verify that it was installed successfully. Which of the following commands should you run? a) dpkg -f gimp b) dpkg -s gimp c) dpkg gimp d) installed -s gimp
b) dpkg -s gimp
You want to uninstall Mozilla Firefox from your computer. Which command should you use? a) remove firefox-esr b) sudo apt-get remove firefox-esr c) sudo remove firefox-esr d) apt-get remove firefox-esr
b) sudo apt-get remove firefox-esr
A ____ is an emulation of a physical machine. a) BIOS b) virtual machine c) driver d) kernel
b) virtual machine A virtual machine is used to emulate a physical machine.
What are the main components of file management? (Check all that apply) a) NTFS b) File data c) Metadata d) File system
b), c) AND d) The main components of file management are the storage of file data, file metadata, and the filesystem.
Which of these are considered I/O devices? (Check all that apply) a) CPU b) Webcams c) Speakers d) Monitors
b), c) AND d) Webcams; Speakers; Monitors - Any devices that receive input or send out output are considered I/O devices.
Use the following binary conversion table to convert the byte 00000000 into a decimal value: | 128 | 64 | 32 | 16 | 8 | 4 | 2 | 1 | a) 256 b) 1 c) 0 d) 255
c) 0
In a binary system, an electrical signal indicates a value of _____________. a) 2 b) 10 c) 1 d) 0
c) 1
What is 10101010 in decimal format? Please use this Binary Table to find the answer: | 128 | 64 | 32 | 16 | 8 | 4 | 2 | 1 | a) 48 b) 160 c) 170 d) 200
c) 170 128, 32, 8, and 2 are on, so the equation is 128 + 32 + 8 + 2 which equals 170
What is the highest decimal value a byte can represent? a) 1 b) 255 c) 256 d) Any number
c) 256 A byte has 256 values. Since 0 is counted as the first number value and not 1, 255 is the highest decimal value a byte can represent
There are _____________ bits in a byte. a) 4 b) 2 c) 8 d) 10
c) 8
Which of the following practices helps IT support specialists ensure that malware is not installed on company computers? a) Preventing employees from using any open-source software b) Allowing employees to independently download the software programs they need to do their job c) Verifying that they trust the source of any software they download to company computers d) Reading the license agreement of any software they download to company computers
c) AND d) Verifying that they trust the source of any software they download to company computers; Reading the license agreement of any software they download to company computers
What is a virtual machine (VM)? a) An application used to install Linux b) A Linux distribution c) An application that uses physical resources like memory, CPU, and storage, but offers the added benefit of running multiple operating systems at once d) A physical computer that can run multiple operating systems at once
c) An application that uses physical resources like memory, CPU, and storage, but offers the added benefit of running multiple operating systems at once
You want to boot an OS that is stored on a USB drive, but your computer is currently configured to boot from the computer's hardware. Which menu can you use to change the bootable device you want to use? a) Help menu b) BIOS menu c) Boot Options menu d) USB menu
c) Boot Options menu
What is the function of a cache on a computer? a) It sends a voltage to the clock wire to let the CPU know it can start doing calculations b) It acts as a bridge between the CPU and the RAM c) It stores recently or frequently accessed data d) It acts as a computer's short term memory
c) It stores recently or frequently accessed data
What are the two main parts that make up an operating system? a) Windows and Mac b) Users and Software c) Kernel and Userspace d) Kernel and Packages
c) Kernel and Userspace The two parts that make up an operating system are the kernel and the user space.
Ubuntu is a distribution of which of the following operating systems? a) ChromeOS b) Mac OS c) Linux d) Windows
c) Linux
The type of software that can be used for free and is open to modify, share, and distribute is called_______. a) Commercial software b) Coding c) Open source d) Programming
c) Open source Open Source is a type of free software that is developed by a community of volunteer programmers.
Photo editors, social media apps, and word processors are all examples of: a) Interpreters b) Scripts c) Software d) Firmware
c) Software
Which problem does IPv6 (Internet Protocol version 6) help to solve? a) IPv5 is an outdated protocol version with insufficient security safeguards b) Internet Protocol versions prior to version 6 haven't achieved widespread use c) There are less than 4.3 billion IPv4 addresses, which has already been exceeded with existing websites d) Companies waste hundreds of public IP addresses. With IPv6, they can use just one IP address
c) There are less than 4.3 billion IPv4 addresses, which has already been exceeded with existing websites
You're browsing the Web, and type in www.google.com in the address line. Instead of the website, an error screen appears. You type in 216.58.214.4, and the Google website comes up. What's the most likely reason for this? a) Web addresses must be entered in lowercase b) There's a problem with your Internet connection c) There's a problem in your network's DNS configuration d) Address line is for the IP address only, not the domain name
c) There's a problem in your network's DNS configuration
_____________ is a prevalent encoding standard that allows characters to be encoded with a variable number of bytes. a) Emoticon b) ASCII c) UTF-8 d) RGB
c) UTF-8
What is the last step in booting a computer? a) Execute the bootloader b) Load up drivers c) User space is launched d) Perform a POST
c) User space is launched The last step in booting a computer is launching the user space, like a login window, GUI, and more.
A(n) _____________ is a device that stores and processes data by performing calculations. a) analytical engine b) difference engine c) computer d) punch card
c) computer
You want to install the Mozilla Firefox Browser on your computer. You just updated the repository of Linux distributions. Which command should you run to install Mozilla Firefox? a) sudo apt-get update b) install firefox-esr c) sudo apt-get install firefox-esr d) apt-get install firefox-esr
c) sudo apt-get install firefox-esr
What command can you use to create a file using bash? a) cat b) ls c) touch d) mkfile
c) touch You can use the touch command to create a file using bash.
What do we mean when we say "under the hood." a) "Under the hood" refers to the specific, complex details of an implementation b) "Under the hood" refers to a car engine c) "Under the hood" refers to hiding the complexity of a concept d) "Under the hood" refers to abstracting a concept to make it easier to understand
d) "Under the hood" refers to abstracting a concept to make it easier to understand
What file extension does Windows use for executable files? a) .txt b) .wav c) .com d) .exe
d) .exe Windows uses the .exe file extension for executable files.
Use the following binary conversion table to convert the byte 10011001 into a decimal value: | 128 | 64 | 32 | 16 | 8 | 4 | 2 | 1 | a) 143 b) 161 c) 152 d) 153
d) 153
What is a networking stack? a) Cables containing glass fibers that move data through light b) A tool that connects lots of different devices together and helps route network traffic c) Radios and antennas that connect to wireless networks d) A set of hardware or software that provides networking infrastructure for a computer
d) A set of hardware or software that provides networking infrastructure for a computer
What is the most common form factor for motherboards? a) I/O b) PCI Express c) Peripherals d) ATX
d) ATX Advanced Technology eXtended (ATX) comes in different sizes. If you don't want to use an ATX form factor, you could use an ITX or Information Technology eXtended form factor.
Where are the BIOS settings stored? a) RAM b) Hard drive c) Flash drive d) CMOS
d) CMOS The BIOS settings are stored in the CMOS.
As an IT support specialist, you are required to do which of the following? a) Ensure that your company uses abstraction b) Install all the software requested by the users c) Use binary code to communicate with computers d) Check the license agreement of any software before installing
d) Check the license agreement of any software before installing As an IT professional, it is important to check the license agreement of any software before you install it. Some of them could require you to pay for a license in order to use it.
What is Mac OS' main screen called? a) Search pane b) System environment c) Background d) Desktop
d) Desktop
If you want to boot into a USB drive, how do you change your boot settings? a) Login to the machine b) Wipe the computer c) Replace the CPU d) Go into the BIOS settings and change the boot settings
d) Go into the BIOS settings and change the boot settings To change any boot settings, you'll need to modify your BIOS settings before the computer loads up the operating system.
What is the limitation of the IPv4 protocol? a) It's a slow protocol b) Does not have any limitations c) It's obsolete d) Its maximum number of IP addresses has been reached
d) Its maximum number of IP addresses has been reached The IPv4 protocol has reached the maximum number of IP addresses available to assign
Which computer component finds the data requested by the CPU so the data can be sent from the RAM to the CPU? a) Power supply b) EDB d) Hard drive d) MCC
d) MCC The Memory Controller Chip (MCC) is a bridge between the CPU and the RAM. The MCC finds the requested data in RAM, grabs the data, and sends it through the EDB.
Which component holds everything in place and is sometimes referred to as the foundation of a computer? a) CPU b) Power supply c) RAM d) Motherboard
d) Motherboard You can think of the motherboard as the body or circulatory system of the computer that connects all the pieces together.
Programs are copied into the _____ for the CPU to read. a) EDB b) MCC c) Hard drive d) RAM
d) RAM RAM is memory that is randomly accessed, allowing our CPU to read from any part of RAM as quickly as any other part.
You're working on a Windows machine. You created a folder called "Folder 1" and navigated away from it. Later, you decide to rename it so you can find it more easily in the future. How can you rename Folder 1? a) Double left-click the folder, type the new name then press Enter b) Make a copy of the folder with a new name and delete the original folder c) Create a new folder with the name you want to use, copy the contents of the original folder into the new folder, and delete the original folder d) Right-click the folder, select "Rename" from the dropdown menu, type the new name, then press Enter
d) Right-click the folder, select "Rename" from the dropdown menu, type the new name, then press Enter
What command would you use in Ubuntu Linux to get permission to install software? a) Install b) Apt c) Git d) Sudo
d) Sudo Adding sudo before the apt command tells Linux you are authorized to install software.
What function does a driver perform on the computer? a) Initializes the computer and gets it up and running b) Stores basic data about the computer like the date, time, and startup methods c) Stores the BIOS for the motherboard d) Teaches the CPU how to run an external device
d) Teaches the CPU how to run an external device A driver is a program that contains instructions the CPU needs to understand an external device. Most external devices have drivers.
You want to verify that you've successfully uninstalled a program from your Windows computer. Where can you go to verify this? a) The File Explorer window b) The Search Bar c) The Recycling Bin d) The Apps & Features window
d) The Apps & Features window
What invention allows people to share more information than just text on the internet? a) NAT b) IPv4 c) TCP/IP d) The World Wide Web
d) The World Wide Web In the 1990s, Tim Berners-Lee invented the World Wide Web. It utilized different protocols for displaying information in web pages and became the predominant way of communication in accessing the Internet.
What will happen if you plug in a 220v device into a 120v outlet? a) The outlet could get damaged. b) Nothing will happen c) The charger used could get fried. d) The device will charge at a slower rate and could cause deterioration over time.
d) The device will charge at a slower rate and could cause deterioration over time. While plugging a 220v device into a 120v outlet won't cause immediate harm to your device, it could still cause your device to deteriorate.
You're presenting at a conference and hook up your laptop to the projector. When you turn it on, the image is blurry and pixelated, nowhere near the quality you were expecting. What's the most likely culprit for this issue? a) The projector's bulb needs to be replaced b) The presentation file is corrupted c) The projector is overheating d) Your computer did not recognize the display resolution of the projector and needs a device driver
d) Your computer did not recognize the display resolution of the projector and needs a device driver
