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Cisco 100-140 Exam Syllabus Topics:

Topic
Details

Topic 1

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.

Topic 2

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 3

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.

Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q618-Q623):

NEW QUESTION # 618
Which benefits does remote IT support provide? (Choose two)

A. Eliminates need for physical hardware
B. Increases cost efficiency
C. Faster issue resolution
D. Reduces need for network connectivity

Answer: B,C

NEW QUESTION # 619
Which indicators suggest malware is affecting an operating system? (Choose two)

A. Dimmed display settings
B. High CPU usage without active applications
C. Unexpected pop-ups
D. Inaccessible Wi-Fi settings

Answer: B

NEW QUESTION # 620
An office network's devices are configured to access the internet, but users report they can only access local network resources.
What should a technician check first to resolve this issue?

A. Whether each device's DNS server address is correctly configured
B. Whether each device's default gateway is correctly configured
C. The security settings on the network firewall
D. The speed of the connection on each network device

Answer: B

Explanation:
Correct Answer. B. Whether each device's default gateway is correctly configured The default gateway allows devices on a network to communicate with devices on other networks (like the internet). Incorrect default gateway settings can prevent devices from accessing external networks.
Option A is incorrect. DNS settings affect domain name resolution but would not prevent external network access if the default gateway is misconfigured.
Option C is incorrect. Connection speed affects performance but not the ability to access external networks.
Option D is incorrect. While firewall settings are important, the first check should be network configuration related to gateway settings.

NEW QUESTION # 621
A technician receives a report that a user's wired mouse is not moving the cursor despite being connected.
What is the first thing the technician should check?

A. Ensure the mouse cable is securely connected to the USB port
B. Replace the mouse with a wireless model
C. Update the mouse drivers
D. Change the computer's display settings

Answer: A

Explanation:
Correct Answer. B. Ensure the mouse cable is securely connected to the USB port The most common and easiest issue to fix with wired peripherals like a mouse is to check if the connection to the computer is secure. A loose or partially connected cable can prevent the mouse from functioning properly.
Option A is incorrect. Replacing a wired mouse with a wireless one is unnecessary without first checking simpler issues.
Option C is incorrect. Updating drivers is a potential solution but only necessary if there are signs of device recognition without proper functionality.
Option D is incorrect. Display settings do not affect the functionality of a mouse.

NEW QUESTION # 622
A user working from a remote office needs to provide the MAC address of their Windows 10 laptop to register it on the corporate network.
Which of the following methods should the IT support technician suggest to the user for retrieving this information?

A. Open Command Prompt and type getmac
B. Use the Network and Sharing Center to find the MAC address under "Wireless Properties"
C. Navigate to Settings > Network & Internet > Ethernet
D. Go to Control Panel > Network and Internet > Network Connections, right-click the adapter, and select "Status"

Answer: A

Explanation:
Correct Answer. B. Open Command Prompt and type getmac The getmac command is a simple and direct method for retrieving the MAC address of all network interfaces on a Windows machine, making it ideal for quickly providing the necessary information for network registration.
Option A is incorrect because it involves multiple steps and provides additional unnecessary information, making it less efficient than the getmac command.
Option C is incorrect because it only displays settings related to Ethernet and does not directly show the MAC address.
Option D is incorrect because while you can access MAC address information via Network and Sharing Center, it is more convoluted compared to directly using a command line tool.

NEW QUESTION # 623
......

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