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
Objective 1.1....................................................................................................... 364
Objective 1.2......................................................................................... 369
Objective 1.3......................................................................................... 371
Domain 2.0........................................................................................................... 373
Objective 2.1....................................................................................................... 373
Objective 2.2......................................................................................... 374
Objective 2.3......................................................................................... 374
Domain 3.0........................................................................................................... 377
Objective 3.1....................................................................................................... 377
Objective 3.2......................................................................................... 378
Objective 3.3......................................................................................... 379
Objective 3.4......................................................................................... 381
Domain 4.0........................................................................................................... 382
Objective 4.1......................................................................................... 382
Objective 4.2......................................................................................... 382
Domain 5.0........................................................................................................... 384
Objective 5.1......................................................................................... 384
Appendix:
What's on the CD-ROM 387
