ICT - Information Communication Technology IT Support and Troubleshooting 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?

Accepted Answer

Document the findings, actions, and outcomes.

Answer

Immediately move on to the next support ticket.

Answer

Advise the user to purchase a new computer.

Answer

Re-image the user's hard drive to prevent future issues.

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?

Accepted Answer

The BIOS/UEFI firmware

Answer

The operating system

Answer

The network interface card (NIC)

Answer

The solid-state drive (SSD)

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?

Accepted Answer

tracert

Answer

ipconfig

Answer

ping

Answer

nslookup

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?

Accepted Answer

Roll back the graphics driver to the previous version.

Answer

Reinstall the entire operating system.

Answer

Replace the physical graphics card.

Answer

Update the computer's BIOS firmware.

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?

Accepted Answer

The Power Supply Unit (PSU)

Answer

The keyboard

Answer

The Random Access Memory (RAM)

Answer

The system's primary hard drive

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?

Accepted Answer

Temporarily disable the user account.

Answer

Send an email to the user asking them to change their password.

Answer

Run a virus scan on the user's primary workstation.

Answer

Delete the user's account and all associated data.