ICT - Information Communication Technology IT Support and Troubleshooting Questions and Answers — Questions and Answers
Question 1: A technician has successfully resolved a user's inability to connect to the network by replacing a faulty Ethernet cable. According to the standard six-step IT troubleshooting methodology, what is the crucial final step?
- Document the findings, actions, and outcomes. (Correct answer)
- Immediately move on to the next support ticket.
- Advise the user to purchase a new computer.
- Re-image the user's hard drive to prevent future issues.
Correct answer: Document the findings, actions, and outcomes.
The final step of the widely accepted troubleshooting process is to document the entire incident, from the initial problem to the final resolution. This creates a valuable record for future reference, helping other technicians solve similar issues faster and contributing to a knowledge base.
Question 2: During the initial boot process, a computer fails to start and emits a specific series of short and long beeps. Which computer component is using these beep codes to report a Power-On Self-Test (POST) error?
- The operating system
- The network interface card (NIC)
- The BIOS/UEFI firmware (Correct answer)
- The solid-state drive (SSD)
Correct answer: The BIOS/UEFI firmware
The BIOS (Basic Input/Output System) or UEFI firmware on the motherboard performs a Power-On Self-Test (POST) before the operating system begins to load. If a critical hardware error (like a RAM or video card failure) is detected, and the video display is not yet active, the BIOS will communicate the error using audible beep codes.
Question 3: A user reports they can access internal company websites but cannot reach any external sites like google.com. An IT support technician suspects a router failure along the internet path. Which command-line utility is BEST suited for tracing the connection path hop-by-hop to identify where the failure is occurring?
- ipconfig
- ping
- nslookup
- tracert (Correct answer)
Correct answer: tracert
The `tracert` (on Windows) or `traceroute` (on macOS/Linux) command is specifically designed to trace the path a data packet takes to a destination. It shows each router (hop) in the path and the time it takes to receive a response, allowing a technician to pinpoint where communication breaks down.
Question 4: A user reports that their system has become unstable, with applications frequently crashing, immediately after they updated their graphics card driver. Which of the following is the most appropriate and least invasive first step to resolve the issue?
- Reinstall the entire operating system.
- Replace the physical graphics card.
- Roll back the graphics driver to the previous version. (Correct answer)
- Update the computer's BIOS firmware.
Correct answer: Roll back the graphics driver to the previous version.
Since the instability began directly after a driver update, the most logical first step is to undo that specific change. Operating systems like Windows have a built-in 'Roll Back Driver' feature in the Device Manager, which uninstalls the current driver and reinstalls the previously used one, often resolving compatibility issues.
Question 5: A desktop computer used for video editing randomly shuts down completely when rendering large files. A technician has verified that the CPU temperature is within safe limits and the case fans are working. What component is the MOST likely cause of this problem?
- The keyboard
- The Power Supply Unit (PSU) (Correct answer)
- The Random Access Memory (RAM)
- The system's primary hard drive
Correct answer: The Power Supply Unit (PSU)
A failing or insufficient Power Supply Unit (PSU) is a common cause of random shutdowns, especially under heavy system load. While it may provide enough power for normal tasks, it can fail to meet the increased demand from the CPU and GPU during intensive operations like video rendering, causing the system to power off.
Question 6: An IT administrator is notified of suspicious activity on a user's account, including login attempts from an unusual geographic location. The administrator suspects the user's password has been compromised. What is the BEST immediate action to take to contain the potential threat?
- Send an email to the user asking them to change their password.
- Run a virus scan on the user's primary workstation.
- Temporarily disable the user account. (Correct answer)
- Delete the user's account and all associated data.
Correct answer: Temporarily disable the user account.
In a suspected account compromise, the first priority is to prevent any further unauthorized access. Temporarily disabling the account is the most effective immediate action. It locks out both the legitimate user and the potential attacker, containing the threat while a full investigation (which would include notifying the user and scanning devices) can be performed.
ICT - Information Communication Technology IT Support and Troubleshooting Questions and Answers
A technician has successfully resolved a user's inability to connect to the network by replacing a faulty Ethernet cable.
According to the standard six-step IT troubleshooting methodology, what is the crucial final step?