Objectives:
Introduction........................................................................................................................... 1 Chapter 1:
Essentials Exam..................................................................................................................... 5 Practice Questions................................................................................................. 5 Domain 1.0: Personal Computer Components................................................... 5 Objective 1.1: Identify the fundamental principles of
using personal computers........................................................................... 5 Objective 1.2: Install, configure, optimize, and upgrade
personal computer components............................................................... 12 Objective 1.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for personal computer
components................................................................................................. 15 Objective 1.4: Perform preventative maintenance on
personal computer components............................................................... 19 Objective 2.0: Laptops and Portable Devices.................................................. 20 bjective 2.1: Identify the fundamental principles of
using laptops and portable devices......................................................... 20 Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices.................................................................... 21 Objective 2.3: Identify tools, basic diagnostic procedures,
and troubleshooting techniques for laptops and
portable devices.......................................................................................... 23 Objective 2.4: Perform preventative maintenance on
laptops and portable devices.................................................................... 25 Objective 3.0: Operating Systems...................................................................... 27 Objective 3.1: Identify the fundamentals of using
operating systems...................................................................................... 27 Objective 3.2: Install, configure, optimize, and upgrade
operating systems...................................................................................... 30 Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems.............................. 35 Objective 3.4: Perform preventative maintenance on
operating systems...................................................................................... 41 Objective 4.0: Printers and Scanners................................................................. 43 Objective 4.1: Identify the fundamental principles of
using printers and scanners...................................................................... 43 Objective 4.2: Identify basic concepts of installing,
configuring, optimizing, and upgrading printers
and scanners............................................................................................... 45 Objective 4.3: Identify tools, basic diagnostic procedures,
and troubleshooting techniques for printers and scanners................. 47 Objective 5.0: Networks...................................................................................... 50 Objective 5.1: Identify the fundamental principles of
networks....................................................................................................... 50 Objective 5.2: Install, configure, optimize, and upgrade
networks....................................................................................................... 55 Objective 5.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for networks.............................................. 57 Objective 6.0: Security......................................................................................... 60 Objective 6.1: Identify the fundamental principles of
security......................................................................................................... 60 Objective 6.2: Install, configure, upgrade, and optimize
security......................................................................................................... 63 Objective 6.3: Identify tool, diagnostic procedures, and
troubleshooting techniques for security................................................ 65 Objective 6.4: Perform preventative maintenance for
computer security....................................................................................... 66 Objective 7.0: Safety and Environmental Issues............................................. 68 Objective 7.1: Describe the aspects and importance of
safety and environmental issues.............................................................. 68 Objective 7.2: Identify potential hazards and implement
proper safety procedures including ESD precautions
and procedures, safe work environment, and equipment
handling....................................................................................................... 69 Objective 7.3: Identify proper disposal procedures for
batteries, display devices, and chemical solvents and cans................ 70 Objective 8.0: Professionalism and Communication....................................... 72 Objective 8.1: Use good communication skills including
listening and tact/discretion, when communicating with
customers and colleagues......................................................................... 72 Objective 8.2: Use job-related profes-sional behavior including notation of privacy, confidentiality, and respect for the
customer and customers’ property.......................................................... 73 Quick Check Answer Key................................................................................... 76 Objective 1.1........................................................................................... 76 Objective 1.2........................................................................................... 76 Objective 1.3........................................................................................... 76 Objective 1.4........................................................................................... 76 Objective 2.1........................................................................................... 77 Objective 2.2........................................................................................... 77 Objective 2.3........................................................................................... 77 Objective 2.4........................................................................................... 77 Objective 3.1........................................................................................... 77 Objective 3.2........................................................................................... 78 Objective 3.3........................................................................................... 78 Objective 3.4........................................................................................... 78 Objective 4.1........................................................................................... 78 Objective 4.2........................................................................................... 79 Objective 4.3........................................................................................... 79 Objective 5.1........................................................................................... 79 Objective 5.2........................................................................................... 79 Objective 5.3........................................................................................... 79 Objective 6.1........................................................................................... 80 Objective 6.2........................................................................................... 80 Objective 6.3........................................................................................... 80 Objective 6.4........................................................................................... 80 Objective 7.1........................................................................................... 80 Objective 7.2........................................................................................... 80 Objective 7.3........................................................................................... 81 Objective 8.1........................................................................................... 81 Objective 8.2........................................................................................... 81 Answers and Explanations................................................................................................ 85 Objective 1.0......................................................................................................... 82 Objective 1.1........................................................................................... 82 Objective 1.2........................................................................................... 85 Objective 1.3........................................................................................... 86 Objective 1.4........................................................................................... 88 Objective 2.0......................................................................................................... 89 Objective 2.1........................................................................................... 89 Objective 2.2........................................................................................... 89 Objective 2.3........................................................................................... 90 Objective 2.4........................................................................................... 90 Objective 3.0......................................................................................................... 92 Objective 3.1........................................................................................... 92 Objective 3.2........................................................................................... 93 Objective 3.3........................................................................................... 95 Objective 3.4........................................................................................... 99 Objective 4.0....................................................................................................... 100 Objective 4.1......................................................................................... 100 Objective 4.2......................................................................................... 101 Objective 4.3......................................................................................... 102 Objective 5.0....................................................................................................... 104 Objective 5.1......................................................................................... 104 Objective 5.2......................................................................................... 106 Objective 5.3......................................................................................... 107 Objective 6.0....................................................................................................... 109 Objective 6.1......................................................................................... 109 Objective 6.2......................................................................................... 110 Objective 6.3......................................................................................... 111 Objective 6.4......................................................................................... 112 Objective 7.0....................................................................................................... 113 Objective 7.1......................................................................................... 113 Objective 7.2......................................................................................... 113 Objective 7.3......................................................................................... 113 Objective 8.0....................................................................................................... 115 Objective 8.1......................................................................................... 115 Objective 8.2......................................................................................... 115 Chapter 2:
IT Technician Exam.......................................................................................................... 117 Practice Questions............................................................................................. 117 Domain 1.0: Personal Computer Components............................................... 117 Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 117 Objective 1.2: Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components 122 Objective 1.3: Perform preventative maintenance of
personal computer components............................................................. 126 Objective 2.0: Laptops and Portable Devices................................................ 129 Objective 2.1: Identify fundamental principles of using
laptops and portable devices.................................................................. 129 Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices................................................................. 131 Objective 2.3: Use tools, diagnostic procedures, and
troubleshooting techniques for laptops and portable devices......... 132 Objective 3.0: Operating Systems.................................................................... 134 Objective 3.1: Identify the fundamental principles of
operating systems.................................................................................... 134 Objective 3.2: Install, configure, optimize, and upgrade
operating systems.................................................................................... 138 Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems............................ 141 Objective 3.4: Perform preventative maintenance for
operating systems.................................................................................... 145 Objective 4.0: Printers and Scanners............................................................... 148 Objective 4.1: Identify the fundamental principles of
using printers and scanners.................................................................... 148 Objective 4.2: Install, configure, optimize, and upgrade
printers and scanners............................................................................... 149 Objective 4.3: Identify tools and diagnostic procedures
to troubleshoot printers and scanners.................................................. 151 Objective 4.4: Perform preventative maintenance of
printers and scanners............................................................................... 153 Objective 5.0: Networks.................................................................................... 155 Objective 5.1: Identify the fundamental principles
of networks................................................................................................ 155 Objective 5.2: Install, configure, optimize, and upgrade
networks..................................................................................................... 160 Objective 5.3: Use tools and diagnostic procedures to
troubleshoot network problems............................................................. 161 Objective 5.4: Perform preventative maintenance of
networks including securing and protecting
network cabling......................................................................................... 164 Objective 6.0: Security....................................................................................... 166 Objective 6.1: Identify the fundamentals and principles
of security.................................................................................................. 166 Objective 6.2: Install, configure, upgrade, and optimize
security....................................................................................................... 168 Objective 6.3: Identify tool, diagnostic procedures, and
troubleshooting techniques for security.............................................. 169 Objective 6.4: Perform preventative maintenance for
security....................................................................................................... 169 Objective 7.0: Safety and Environmental Issues........................................... 170 Objective 7.1: Identify potential hazards and proper safety
procedures including power supply, display devices, and
environment............................................................................................... 170 Objective 8.0: Professionalism and Communication..................................... 172 Objective 8.1: Use good communication skills including
listening and tact/discretion when communicating with
customers and colleagues....................................................................... 172 Objective 8.2: Use job-related professional behavior including notation of privacy, confidentiality, and respect for the
customer and customer’s property........................................................ 175 Quick Check Answer Key................................................................................. 179 Objective 1.1......................................................................................... 179 Objective 1.2......................................................................................... 179 Objective 1.3......................................................................................... 179 Objective 2.1......................................................................................... 179 Objective 2.2......................................................................................... 179 Objective 2.3......................................................................................... 180 Objective 3.1......................................................................................... 180 Objective 3.2......................................................................................... 180 Objective 3.3......................................................................................... 180 Objective 3.4......................................................................................... 180 Objective 4.1......................................................................................... 181 Objective 4.2......................................................................................... 181 Objective 4.3......................................................................................... 181 Objective 4.4......................................................................................... 181 Objective 5.1......................................................................................... 181 Objective 5.2......................................................................................... 182 Objective 5.3......................................................................................... 182 Objective 5.4......................................................................................... 182 Objective 6.1......................................................................................... 182 Objective 6.2......................................................................................... 182 Objective 6.3......................................................................................... 182 Objective 6.4......................................................................................... 183 Objective 7.1......................................................................................... 183 Objective 8.1......................................................................................... 183 Objective 8.2......................................................................................... 183 Answers and Explanations.............................................................................................. 184 Domain 1.0........................................................................................................... 184 Objective 1.1......................................................................................... 186 Objective 1.2......................................................................................... 186 Objective 1.3......................................................................................... 188 Domain 2.0........................................................................................................... 190 Objective 2.1......................................................................................... 190 Objective 2.2......................................................................................... 190 Objective 2.3......................................................................................... 191 Domain 3.0........................................................................................................... 192 Objective 3.1......................................................................................... 192 Objective 3.2......................................................................................... 194 Objective 3.3......................................................................................... 195 Objective 3.4......................................................................................... 197 Domain 4.0........................................................................................................... 199 Objective 4.1......................................................................................... 199 Objective 4.2......................................................................................... 200 Objective 4.3......................................................................................... 200 Objective 4.4......................................................................................... 201 Domain 5.0........................................................................................................... 202 Objective 5.1......................................................................................... 202 Objective 5.2......................................................................................... 204 Objective 5.3......................................................................................... 204 Objective 5.4......................................................................................... 206 Domain 6.0........................................................................................................... 207 Objective 6.1......................................................................................... 207 Objective 6.2......................................................................................... 208 Objective 6.3......................................................................................... 209 Objective 6.4......................................................................................... 209 Objective 7.0....................................................................................................... 210 Objective 7.1......................................................................................... 210 Objective 8.0....................................................................................................... 211 Objective 8.1......................................................................................... 211 Objective 8.2......................................................................................... 212 Chapter 3:
Remote Support Technician Exam.................................................................................. 215 Practice Questions............................................................................................. 215 Domain 1.0: Personal Computer Components............................................... 215 Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 215 Objective 1.2: Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components 219 Objective 1.3: Perform preventative maintenance on
personal computer components............................................................. 223 Domain 2.0: Operating Systems....................................................................... 225 Objective 2.1: Identify the fundamental principles of using
operating systems.................................................................................... 225 Objective 2.2: Install, configure, optimize, and upgrade
operating systems.................................................................................... 231 Objective 2.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for operating systems............................ 237 Objective 2.4: Perform preventative maintenance for
operating systems.................................................................................... 245 Domain 3.0: Printers and Scanners.................................................................. 246 Objective 3.1: Identify the fundamental principles of using
printers and scanners............................................................................... 246 Objective 3.2: Install, configure, optimize, and upgrade printers and scanners 248 Objective 3.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for printers and scanners...................... 250 Domain 4.0: Networks........................................................................................ 254 Objective 4.1: Identify the fundamental principles of
networks..................................................................................................... 254 Objective 4.2: Install, configure, optimize, and upgrade
networks..................................................................................................... 257 Objective 4.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for networks............................................ 261 Domain 5.0: Security.......................................................................................... 267 Objective 5.1: Identify the fundamental principles of
security....................................................................................................... 267 Objective 5.2: Install, configure, optimize, and upgrade
security....................................................................................................... 269 Objective 5.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for security issues.................................. 272 Objective 5.4: Perform preventative maintenance for
security....................................................................................................... 273 Domain 6.0: Professionalism and Communication........................................ 274 Objective 6.1: Use good communication skills, including
listening and tact/discretion, when communicating with
customers and colleagues....................................................................... 274 Objective 6.2: Use job-related professional behavior including
notation of privacy, confidentiality, and respect for the
customer and customer’s property........................................................ 278 Quick Check Answer Key................................................................................. 281 Objective 1.1......................................................................................... 281 Objective 1.2......................................................................................... 281 Objective 1.3......................................................................................... 281 Objective 2.1......................................................................................... 281 Objective 2.2......................................................................................... 282 Objective 2.3......................................................................................... 282 Objective 2.4......................................................................................... 282 Objective 3.1......................................................................................... 282 Objective 3.2......................................................................................... 283 Objective 3.3......................................................................................... 283 Objective 4.1......................................................................................... 283 Objective 4.2......................................................................................... 283 Objective 4.3......................................................................................... 284 Objective 5.1......................................................................................... 284 Objective 5.2......................................................................................... 284 Objective 5.3......................................................................................... 284 Objective 5.4......................................................................................... 284 Objective 6.1......................................................................................... 285 Objective 6.2......................................................................................... 285 Answers and Explanations.............................................................................................. 286 Domain 1.0........................................................................................................... 286 Objective 1.1......................................................................................... 286 Objective 1.2......................................................................................... 288 Objective 1.3......................................................................................... 289 Domain 2.0........................................................................................................... 290 Objective 2.1......................................................................................... 290 Objective 2.2......................................................................................... 292 Objective 2.3......................................................................................... 295 Objective 2.4......................................................................................... 298 Domain 3.0........................................................................................................... 299 Objective 3.1......................................................................................... 299 Objective 3.2......................................................................................... 299 Objective 3.3......................................................................................... 301 Domain 4.0........................................................................................................... 303 Objective 4.1......................................................................................... 303 Objective 4.2......................................................................................... 304 Objective 4.3......................................................................................... 306 Domain 5.0........................................................................................................... 309 Objective 5.1......................................................................................... 309 Objective 5.2......................................................................................... 309 Objective 5.3......................................................................................... 311 Objective 5.4......................................................................................... 311 Domain 6.0........................................................................................................... 312 Objective 6.1......................................................................................... 312 Objective 6.2......................................................................................... 313 Chapter 4:
Depot Technician Exam................................................................................................... 315 Practice Questions............................................................................................. 315 Domain 1.0: Personal Computer Components............................................... 315 Objective 1.1: Install, configure, optimize, and upgrade
personal computer components............................................................. 315 Objective 1.2: Identify tools, diagnostic procedures, and
troubleshooting techniques for personal computer
components............................................................................................... 324 Objective 1.3: Perform preventative maintenance of
personal computer components............................................................. 330 Domain 2.0: Laptop and Portable Devices..................................................... 334 Objective 2.1: Identify the fundamental principles of
using laptops and portable devices....................................................... 334 Objective 2.2: Install, configure, optimize, and upgrade
laptops and portable devices.................................................................. 336 Objective 2.3: Identify tools, diagnostic procedures, and
troubleshooting techniques for laptops and portable
devices....................................................................................................... 338 Domain 3.0: Printers and Scanners.................................................................. 343 Objective 3.1: Identify the fundamental principles of using
printers and scanners............................................................................... 343 Objective 3.2: Install, configure, optimize, and upgrade
printers and scanners............................................................................... 345 Objective 3.3: Identify tools, diagnostic methods, and
troubleshooting procedures for printers and scanners...................... 347 Objective 3.4: Perform preventative maintenance of
printer and scanner problems................................................................. 351 Domain 4.0: Security.......................................................................................... 353 Objective 4.1: Identify the names, purposes, and
characteristics of physical security devices and processes.............. 353 Objective 4.2: Install Hardware Security.......................................... 354 Domain 5.0: Safety and Environmental Issues.............................................. 356 Objective 5.1: Identify potential hazards and proper
safety procedures including power supply, display
devices, and environment....................................................................... 356 Quick Check Answer Key................................................................................. 360 Objective 1.1......................................................................................... 360 Objective 1.2......................................................................................... 360 Objective 1.3......................................................................................... 361 Objective 2.1......................................................................................... 361 Objective 2.2......................................................................................... 361 Objective 2.3......................................................................................... 361 Objective 3.1......................................................................................... 361 Objective 3.2......................................................................................... 362 Objective 3.3......................................................................................... 362 Objective 3.4......................................................................................... 362 Objective 4.1......................................................................................... 362 Objective 4.2......................................................................................... 362 Objective 5.1......................................................................................... 363 Answers and Explanations.............................................................................................. 364 Domain 1.0........................................................................................................... 364 _a |
