Answer all 20 questions, then see your score at the end.
1. What is the purpose of an organizational unit (OU) in Active Directory?
A. Measures network latency
B. Stores files on a USB drive
C. Encrypts email attachments
D. Organizes directory objects and can be used to delegate administration or target policies
2. What is a print queue?
A. A network routing table
B. A list of Wi-Fi passwords
C. A physical stack of toner cartridges
D. A list of print jobs waiting to be processed by a printer or print service
3. What is the purpose of a motherboard?
A. Provides cloud storage
B. Connects and allows communication between computer components
C. Assigns public IP addresses
D. Filters email spam
4. What is the purpose of a computer power supply unit (PSU)?
A. Cools the CPU directly
B. Stores the operating system
C. Processes network packets
D. Converts mains power into suitable power for computer components
5. A user cannot access one website but other websites work. What should you check?
A. Replace the laptop's RAM immediately
B. The URL, site status, browser errors, DNS, proxy, and any access restrictions
C. Reinstall every application without diagnosis
D. Change the printer toner
6. What is the purpose of a help-desk ticketing system?
A. Encrypt all hard drives automatically
B. Replace network switches
C. Record, assign, track, and document support requests
D. Increase internet bandwidth
7. What is a browser extension?
A. A printer protocol
B. A type of network cable
C. A BIOS setting
D. A small add-on that adds or changes browser functionality
8. What is a software license?
A. A network cable certification
B. Terms that define how software may legally be used
C. A backup power device
D. A user's temporary IP address
9. Why should a technician ask what changed before an issue began?
A. It automatically fixes the problem
B. Changes are never relevant
C. It avoids documenting the issue
D. Recent changes can help identify the likely cause
10. What is a common cause of faded laser-printer output?
A. Incorrect DNS records
B. Low toner or an issue with the imaging system
C. An expired domain password
D. A weak Wi-Fi signal
11. What should you do with a USB drive of unknown origin?
A. Disable endpoint protection and scan it later
B. Open all files on it
C. Use it to boot the work computer
D. Do not plug it in; follow the organization's security procedure
12. What does `ipconfig /release` generally do?
A. Flushes the browser cache
B. Releases the current DHCP-assigned IPv4 lease
C. Resets the Windows password
D. Displays DNS records
13. What does Safe Mode do in Windows?
A. Starts Windows with every startup app enabled
B. Starts Windows with a limited set of drivers and services for troubleshooting
C. Formats the system drive automatically
D. Disables all user accounts permanently
14. What does SLA stand for in IT support?
A. System Login Authorization
B. Service Level Agreement
C. Software License Application
D. Secure Link Address
15. Why should email permissions be reviewed periodically?
A. To stop operating-system updates
B. To increase mailbox font size
C. To ensure access remains appropriate and follows least privilege
D. To improve printer speed
16. What does joining a Windows PC to a domain enable?
A. Unlimited internet bandwidth
B. Centralized domain authentication and management
C. Automatic replacement of faulty hardware
D. Removal of all local accounts
17. What is an access control group used for?
A. Assigns permissions to a set of users or computers more efficiently
B. Combines multiple monitors into one display
C. Changes a device's MAC address
D. Repairs corrupted system files
18. What should you do when an application freezes repeatedly?
A. Disable security logging
B. Immediately delete all company data
C. Collect symptoms and logs, check updates and resources, and test approved troubleshooting steps
D. Assume the monitor is defective
19. What is the purpose of a password reset process?
A. Reveal the user's previous password
B. Restore access after verifying identity and following security policy
C. Bypass all authentication controls
D. Disable audit logging
20. What is the main function of RAM in a computer?
A. Temporarily stores data and programs currently in use
B. Permanently stores files after shutdown
C. Converts AC power to DC power
D. Connects the computer to a network