IT Support & Help Desk Fundamentals
IT Support & Help Desk Fundamentals practice
68 exercises and 73 quizzes from the lessons of this track. Sample tests run in your browser; what you pass is kept in this browser only.
The support role and a troubleshooting method
- Route a support request by its facts
- Quiz: IT support roles, tiers and channels
- Find the culprit by halving the suspects
- Quiz: A troubleshooting method that holds under pressure
- Show a size in decimal or binary units
- Quiz: Bits, bytes and units: why 1 TB shows 931 GB
- List what a VM plan misses for Windows 11
- Quiz: Build a practice lab with virtual machines
Working with people: calls, tickets and handoffs
Hardware and peripherals
- Read three systems' inventory into one record
- Quiz: Inside a computer: CPU, RAM, board and GPU
- Calculate RAID usable capacity and tolerance
- Quiz: Storage drives, drive health and RAID
- Check a load against a UPS's VA and W limits
- Quiz: Power supplies, UPS sizing and battery safety
- Pick a port that carries the display, and say why
- Quiz: Ports, cables, displays and docking stations
- Peripheral symptom triage
- Quiz: Keyboards, mice, webcams, headsets, Bluetooth
- Windows 11 readiness verdict
- Quiz: UEFI, Secure Boot, TPM and firmware updates
- Battery health verdict
- Quiz: Upgrade and repair PCs and laptops safely
- Diagnostic ladder builder
- Quiz: Hardware faults: no power, no display, heat
Operating systems: install, update and recover
- Choose the file system a drive should carry
- Say whether a device is still getting updates
- Quiz: Operating systems, editions and support dates
- Find the next first-hour step
- Quiz: Install Windows 11: clean, upgrade and setup
- Choose the path for three Mac handover and startup calls
- Quiz: Install, reinstall and erase macOS
- Decide between ChromeOS Flex, Ubuntu and replacement
- Quiz: Linux desktops and ChromeOS Flex for old PCs
- Sort a device by its patch level
- Quiz: Updates, patches and drivers without surprises
- Choose the first recovery tool for a start-up failure
- Quiz: Fix boot problems: WinRE, Safe Mode, Recovery
- Remove recovery keys from ticket text
- Quiz: BitLocker and FileVault recovery keys
- Choose the next step after a system file scan
- Quiz: Reset, reimage or repair: choose and do it
- Find the gaps in a mass-incident runbook
- Quiz: Case study: recovering from a mass boot failure
Windows client administration
- Write the backup command for a registry key
- Quiz: Windows admin tools: Settings, MMC, msinfo32
- Parse a sample ipconfig output
- Quiz: Windows command line for support work
- Tell an elevated window from a normal one
- Quiz: Windows accounts, UAC and user profiles
- List the stuck devices in a pnputil report
- Quiz: Windows apps, drivers and Device Manager
- Build a crash timeline from events
- Quiz: Slow PCs, crashes and Event Viewer
- List the gaps in a PC's security posture
- Quiz: Windows Security: Defender, firewall, BitLocker
macOS and Linux client administration
- Find an app's three places in a Library folder
- Quiz: macOS essentials: Settings, Finder, accounts
- Sort a Gatekeeper verdict into what a ticket needs
- Quiz: macOS apps, Gatekeeper and software updates
- Turn a reported time into a log window
- Quiz: macOS troubleshooting: Activity Monitor to logs
- List the gaps in a Mac's four protection readings
- Quiz: macOS security: FileVault, SIP, permissions
- Turn an octal mode into the letters ls prints
- Quiz: Linux commands every support tech needs
Phones, tablets and mobile management
Networking for the help desk
Printers and scanners
Accounts, directories and access
- NIST-aligned password acceptability checker
- Quiz: Passwords, MFA and passkeys for support
- List a group's direct members from an LDIF export
- Quiz: Directory services and Active Directory basics
- Pick the winning GPO link
- Quiz: Group Policy for support: apply, check, fix
- Parse a dsregcmd transcript into a join state
- Quiz: Cloud identity: Entra ID, SSO and device join
- Turn HR events into group changes
- Quiz: Joiners, movers, leavers and access requests
- Find the computers that keep locking an account
- Quiz: Safe password resets and account lockouts
- Work out a user's rights on a shared folder
- Quiz: File permissions and sharing that make sense
Backups, recovery and data disposal
- List the restore points a schedule keeps
- Quiz: Backup strategy: 3-2-1, versions and restore tests
- Check a restore against its hash manifest
- Quiz: Back up Windows PCs, Macs and phones
- Pick the first place to restore a file from
- Quiz: Restore files and recover data safely
- Choose clear, purge or destroy for a device
- Quiz: Wipe, destroy and dispose of devices properly
Service desk practice
- Count business minutes for a desk that opens on Saturday mornings
- Quiz: Tickets, priority and SLAs that hold up
- Check a post-incident review before you share it
- Quiz: Incidents, problems and major incidents
- Find the first slot a change may use
- Quiz: Change management for support teams
- Count who one fault reaches on a service map
- Quiz: Asset inventory, licences and the CMDB
- Lint an article for the words people search
- Quiz: Knowledge bases and self-service that work
- Mask a ticket and keep repeated values linked
- Quiz: Use AI assistants safely at the help desk
Security and remote support
- List the tells of one suspicious message
- Quiz: Malware, phishing and social engineering
- List the suspicious entries in a start-up listing
- Quiz: Remove malware and recover a PC or Mac
- List the gaps a PC has against the office checklist
- Quiz: Harden workstations and browsers
- Choose the remote tool and its controls for one situation
- Quiz: Remote support tools: RDP, Quick Assist, SSH
- List the unapproved remote tools in a process listing
- Quiz: Remote support security and scam response
- Find the faults in a chain-of-custody log
- Quiz: Security incidents, evidence and privacy duties
Scripting, cloud and email support
Interviews, certifications and your portfolio
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