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Cisco 100-140 Exam Syllabus Topics:

Topic
Details

Topic 1

Hardware Uses: This domain targets a Desktop Support Technician and focuses on following basic safety procedures related to electrical shock, ESD, and fire hazards. It involves assisting users in locating information about devices including hardware specs and network details using Windows and macOS tools. It covers identifying and understanding various ports and cables, installing and upgrading desktop components like RAM and storage, and troubleshooting common hardware issues while managing driver and firmware updates.

Topic 2

Job Roles: This section evaluates an IT Support Technician’s ability to use remote access tools (such as Remote Desktop, Cisco Webex, and TeamViewer) to assist users and perform support activities. It also includes utilizing troubleshooting tools and resources, such as AI research, search engines, technical forums, and knowledge bases, while being aware of ethical, privacy, and security considerations related to AI and other technologies.

Topic 3

IT Support Job Tasks and Responsibilities: This section of the exam measures skills of an IT Support Specialist and covers foundational help desk concepts such as queue and time management, ticketing systems, service level agreements (SLA), and key performance indicators (KPIs). It includes preparing clear and comprehensive documentation summarizing customer interactions and describes the problem-solving process involving defining issues, collecting information, analyzing causes, implementing solutions, and recording results.

Topic 4

Connectivity and Resource Access Issues: This section measures skills of a Network Support Technician and involves assisting users to establish access to network resources, understanding directory services like Active Directory and cloud access management platforms, and managing multifactor authentication. It also includes troubleshooting connectivity problems with peripherals such as printers, scanners, and teleconferencing devices, as well as verifying basic network settings and diagnosing connectivity using various network commands and tools.

Topic 5

Common Threats and Prevention: This domain measures the knowledge of an IT Security Support Technician and covers recognizing end-user security threats including phishing, malware, and unauthorized access attempts. It emphasizes basic investigation steps, helping users run malware scans, promoting strong password practices, understanding social engineering tactics targeting help desk roles, and the importance of company policies and confidentiality guidelines to protect sensitive data.

Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q429-Q434):

NEW QUESTION # 429
A user complains that their MacOS laptop does not automatically sleep after closing the lid, potentially leading to security risks.
What should the technician check to resolve this issue?

A. Install more RAM
B. Verify that no external displays are connected
C. Ensure that the `Power Nap' feature is enabled
D. Confirm that `Close lid to sleep' is enabled in Energy Saver settings

Answer: B

Explanation:
Correct Answer. B. Verify that no external displays are connected When external displays are connected, MacOS may remain awake even with the lid closed to continue supporting the external display output. Checking for and disconnecting any external monitors can resolve this issue.
Option A is incorrect because Power Nap allows the Mac to perform tasks during sleep and does not impact the action of sleeping when the lid is closed Option C is incorrect as MacOS does not offer a specific `Close lid to sleep' option in Energy Saver settings; this behavior is standard unless altered by external factors Option D is incorrect as RAM installation has no relation to the laptop's lid-closing sleep behavior

NEW QUESTION # 430
A company requires its developers to access AWS resources from the corporate office only. What should be included in the IAM policy to enforce this requirement?

A. IP whitelisting in the policy condition
B. Resource tags
C. SAML 2.0 integration
D. Time-based restrictions

Answer: A

Explanation:
To restrict access to AWS resources from specific locations, an administrator can include a condition in the IAM policy that whitelists IP addresses. This ensures that developers can only access resources from the corporate office.
Option A is incorrect because resource tags are used for organizing and managing resources, not for controlling access based on location.
Option C is incorrect because time-based restrictions control when resources can be accessed, not where they can be accessed from.
Option D is incorrect because SAML 2.0 integration is
used for federated authentication with external identity providers, not for restricting access based on IP addresses.

NEW QUESTION # 431
During the printing process, a printer stops and displays a "Paper Jam" error, but no paper is found in the path upon inspection.
What should the technician do next?

A. Inspect the paper tray for proper alignment
B. Restart the printer to clear the error
C. Change the type of paper used
D. Replace the paper sensors

Answer: A

Explanation:
Correct Answer. B. Inspect the paper tray for proper alignment Misaligned paper trays can cause the printer to detect a jam even if no paper is stuck because it disrupts the normal paper path.
Option A is incorrect. Restarting the printer might temporarily clear the error, but it won't solve an underlying mechanical issue.
Option C is incorrect. Replacing sensors is more complex and typically not the first step unless there's evidence of sensor failure.
Option D is incorrect. While paper quality can affect functionality, it doesn't directly relate to the detection of non-existent jams.

NEW QUESTION # 432
What is the best practice when an employee receives an email that appears to be from their bank asking for immediate verification of their login details?

A. Reply directly to the email with the requested information to avoid account suspension
B. Forward the email to a colleague to get their opinion
C. Contact the bank using a verified phone number to check the legitimacy of the request
D. Ignore the email as banks do not contact customers via email

Answer: C

Explanation:
Contacting the bank directly via a verified phone number ensures that the employee does not fall prey to phishing by verifying the authenticity of the communication through secure means.
Option A is incorrect because replying directly to the email could lead to personal information being sent to phishers.
Option B is incorrect because while banks typically do not ask for sensitive information via email, ignoring the email does not confirm whether there is a genuine issue with the account.
Option D is incorrect because forwarding the email does not address the verification of the request and could potentially expose more people to the phishing attempt.

NEW QUESTION # 433
You are using remote access software to assist an end user who is experiencing software installation issues. You need to find a step-by-step guide to resolve the problem. What should be your first step in using search engine results to assist you?

A. Directly download and apply the first available patch from the search results
B. Use specific keywords related to the software issue and filter the results by the most recent
C. Open multiple tabs with different search engine results to compare solutions
D. Search for general IT support forums without specific keywords related to the issue

Answer: B

Explanation:
Correct Answer. C. Use specific keywords related to the software issue and filter the results by the most recent Using specific keywords increases the relevance of search results, and filtering by recency ensures that the information reflects the latest updates and patches relevant to the problem.
Option A is incorrect. While opening multiple tabs can be useful, it is more effective to start with a targeted search to ensure high-quality results.
Option B is incorrect. Searching without specific keywords may yield irrelevant information, slowing down the support process.
Option D is incorrect. Downloading patches without verifying their source or relevance can introduce security risks and potentially exacerbate the problem.

NEW QUESTION # 434
......

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