First name:

Last name:
Date:

Evaluation IT Helpdesk knowledge test

QUESTION NO: 1

What does Scandisc check and fix? (Choose two)

a. Tape drivers;
b. Hard drivers;
c. Floppy drivers;
d. CD-Rom drivers;
e. DVD Rom drivers.

QUESTION NO: 2

Where is the DIR command located?

a. C:\WINDOWS
b. C:\WINDOWS\SYSTEM
c. COMMAND.COM
d. C:\WINDOWS\SYSTEM32

QUESTION NO: 3

What is the name for a single user e-mail server account type?
a. HTTP
b. POP
c. FTP
d. TFTP

QUESTION NO: 4

Which command should be run in Windows (NT/2000/XP) to get a computer’s IP address?

a. TRACERT
b. NETSTAT
c. IPCONFIG
d. NSLOOKUP
QUESTION NO: 5

Which command should you use to test connectivity to every router between your system and
a destination system? (Ex. Your system and www.cisco.com)
a. PING
b. ROUTE
c. TRACERT
d. WINIPCFG

QUESTION NO: 6

In which directory are local user profile settings stored by default in Windows 2000?
a. C:\USERS
b. C:\NET\LOGON
c. C:\WINNT\USER.DAT
d. C:\Documents and settings

QUESTION NO: 7

A client calls for on a Windows 2000. A video card and drivers were installed and
now windows will not start. What should be done to resolve the problem?
a. Replace monitor cabling
b. Reinstall the monitor bonus software.
c. Delete video drivers from the system directory
d. Start the safe mode and change the video standard VGA

QUESTION NO: 8

You have connected your Windows 2000 system to an Ethernet network and are using the
TCP/IP protocol with DHCP. You verify that you have received an appropriate IP address,
but you are unable to see any other computers in My Network places. You have another
system nearby configured similar that is able to see other computers. Witch command can
you use to test connectivity between the two systems?
a. PING
b. NET TEST
c. IPCONFIG
d. WINIPCFG
QUESTION NO: 9

Which protocol must be used on a network where the Windows 2000 clients are granted
internet access?
a. DHCP
b. NetBEUI
c. TCP/IP
d. POP3
e. DNS

QUESTION NO: 10

Which protocol is used to transfer e-mail?

a. TFTP
b. POP
c. SMTP
d. SENT

QUESTION NO: 11

If you receive the “No operating system found” message on the monitor during boot up what
might be the cause?
a. No power to the CPU
b. Bootable CD ROM in the CD drive
c. Unformatted floppy in the floppy drive
d. Unbootable CD ROM in the CD drive

QUESTION NO: 12

Where in the Windows 2000 should you connect or disconnect the network printer?
a. Start -> Settings -> Task
b. Start -> Settings -> Printer
c. Start -> Settings -> Network
d. Start -> Settings -> Connections
QUESTION NO: 13

A user complains that she is unable to log into the network. What is the logical thing to
check in the trouble shooting process?
a. DHCP settings
b. Drive mappings
c. Network protocol
d. Network password

QUESTION NO: 14

Which device would you plug into an AGP slot?

a. Hard drive
b. Serial port
c. Video card
d. External storage device

QUESTION NO: 15

When you boot up your computer the light on the diskette drive lights up and stay lit. What
does this mean?
a. Disk is in the drive
b. No disk is in the drive
c. The data cable is installed backwards
d. The diskette drive is functioning properly

QUESTION NO: 16

Which of the following would NOT be repaired onsite?

a. VIRUS infection
b. Faulty video card
c. File system errors
d. CRT high voltage supply
QUESTION NO: 17

Which two are purposes of a firewall? (Choose two.)

A. block traffic
B. permit traffic
C. verify company policies
D. authenticate internal users

QUESTION NO: 18

Network B is IP network 172.17.0.0/16

The IP address of the router for Network B is 172.17.0.1.

What is the subnet mask for a computer attached to network B?

A. 127.0.0.1
B. 172.17.0.0
C. 172.17.0.1
D. 255.255.0.0
E. 255.255.255.0

QUESTION NO: 19

A user can not log in the LAN and to the internet. Other users in the same area are no
experiencing any problem. From your workstation you attempt to log in as the user with her
username and password and do not experiencing any problems. However you can not log in
from her workstation with either her username or yours.

What is the likely cause of this problem?

A. Server down
B. Bad station patch cables
C. Wrong username and password
D. Insufficient rights to access the server
QUESTION NO: 20

Network A is IP network 192.168.1.0/24

Network B is IP network 192.168.2.0/24

One router connects network A to network B correctly, using IP only

Both networks use many types of machines, including Windows NT machines, Linux
machines, and NetWare servers.

Every computer needs to be able to see every other computer using host names. Which two
protocols should you install? (Choose two.)

A. DNS
B. WINS
C. SNMP
D. TCP/IP
E. IPX/SPX

QUESTION NO: 21

Which three methods implement disaster recovery? (Choose three.)

A. Tape backup
B. Mirrored servers
C. A remote hot site
D. Off-site data archive
E. Uninterruptible power supply

QUESTION NO: 22

What port does SNMP use?

A. 21
B. 161
C. 53
D. 25
QUESTION NO: 23

A user cannot access files on the network. An examination of the workstation yields the
results in the exhibit.

What is the most likely cause of this problem?

A. A virus
B. System file corruption
C. Windows registry problem
D. User changed configuration
QUESTION NO: 24

Which two are good password practices? (Choose two.)

A. Keep passwords indefinitely

B. Change passwords every 90 days
C. Maintain minimum password length
D. Use only alphanumeric symbols in passwords
E. Use only numbers in passwords

QUESTION NO: 25

What utility can you use to troubleshoot an HTTP server?

A. PING
B. TDR
C. Telnet
D. NBTSTAT

QUESTION NO: 26

Give us a range of IP addresses that are considered to be private?

QUESTION NO: 27

After installing a new operating system, what configuration changes should be

implemented?

A. Create application user accounts.

B. Rename the guest account.
C. Rename the administrator account, disable the guest accounts.
D. Create a secure administrator account.
QUESTION NO: 28

You are promoting user awareness in forensics, so users will know what to do when
incidents occur with their computers.

Which of the following tasks should you instruct users to perform when an incident
occurs? (Choose all that apply)

A. Shut down the computer.

B. Contact the incident response team.
C. Documents what they see on the screen.
D. Log off the network.

QUESTION NO: 29

A user cannot access one of two applications on a server. The other users can access
both applications.

What is your first step to resolve the problem?

A. Reboot the server

B. Reboot the workstation
C. Check the user's password
D. Check the user's access permissions
E. Ask the user to access the problem application

QUESTION NO: 30

While setting up a new computer on the local subnet, you get the following
Windows NT error message:
"Your default gateway does not belong to one of the configured interfaces."

What should you do next?

A. run ftp
B. run ping
C. run nbstat
D. run tracert
E. run ipconfig
QUESTION NO: 31

You have a permanent connection to the Internet for your network. Your local network
includes a Web server and an SMTP server. You are concerned about the threat of hackers
gaining access from the Internet. You have enforced HTTPS access to your Web server.

After you make this change, your Web server is no longer accessible from the
Internet, but can still be accessed by your internal network users.

What would you predict is causing this problem?

A. Your DNS server is down.

B. Your Web server address has changed.
C. Your Internet router is blocking port 8080.
D. Your Internet router is blocking port 443

QUESTION NO: 32

An effective method of preventing computer viruses from spreading is to:

A. Require root/administrator access to run programs.

B. Enable scanning of e-mail attachments.
C. Prevent the execution of .vbs files.
D. Install a host based IDS (Intrusion Detection System)

QUESTION NO: 33

A network administrator wants to restrict internal access to other parts of the

network. The network restrictions must be implemented with the least amount of
administrative overhead and must be hardware based.
What is the best solution?

A. Implement firewalls between subnets to restrict access.

B. Implement a VLAN (Virtual Local Area Network) to restrict network access.
C. Implement a proxy server to restrict access.
D. Implement a VPN (Virtual Private Network).