Help Desk Scenarios & Troubleshooting Quiz

1. A user's application keeps crashing. Which log file would help diagnose the issue?

Event Viewer or application error logs

Network traffic logs

Firewall configuration files

User login history

2. What does BSOD typically indicate?

A critical system error or hardware failure

User forgot their password

Printer is offline

Internet connection is unstable

3. A ticket states the USB port is not recognizing a device. What is a reasonable first step?

Try a different USB port and check Device Manager

Replace the motherboard

Reformat the USB device

Update the BIOS

4. Which of these is NOT a common help desk soft skill?

Advanced C++ programming

Active listening

Problem-solving

Clear communication

5. A user's files are missing from their Documents folder. What should you check first?

Check Recycle Bin and backup locations

Reinstall Windows immediately

Replace the hard drive

Check antivirus quarantine files

6. What is the purpose of a firewall in a network?

Block unauthorized access and monitor traffic

Increase internet speed

Encrypt user passwords

Manage email distribution

7. A user reports their screen resolution is incorrect. Where would you adjust this?

Display settings in Control Panel or Settings app

BIOS setup menu

Device Manager hardware profiles

Windows Registry editor

8. Which command displays the current IP address on a Windows PC?

Ipconfig

Netstat

Ping

Tracert

9. A ticket reports 'No sound from speakers.' Which is the first thing to check?

Volume settings and mute status

Replace the sound card

Reinstall the entire operating system

Update the motherboard firmware

10. What does RAM stand for?

Random Access Memory

Read-Only Access Module

Rapid Allocation Memory

Removable Archive Media

11. A user reports their computer won't connect to the network. Which should you check first?

Physical Ethernet cable or WiFi status

Replace the motherboard

Reinstall the operating system

Change the BIOS password

12. What is the primary purpose of Windows Device Manager?

View and manage hardware drivers and devices

Schedule backups and system updates

Monitor network bandwidth usage

Manage user account permissions

13. A user cannot access their email. What should you verify first?

Internet connectivity and email server address

Email is installed on the computer

User's password complexity

Email client version number

14. Which protocol is used for secure remote access to servers?

SSH

HTTP

FTP

SMTP

15. A user receives a 'Blue Screen of Death' (BSOD). What should you do first?

Note the error code and restart the computer

Immediately replace the hard drive

Wipe and reinstall Windows

Disable all USB devices

16. What does IPCONFIG /ALL display on a Windows system?

Detailed network configuration including IP and MAC address

All installed software and licenses

System event logs and errors

Active user accounts and permissions

17. A user's laptop is running slowly. Which is least likely the cause?

Monitor refresh rate set too high

Too many startup programs

Insufficient RAM

Hard drive nearly full

18. Which Windows tool is best for checking disk errors and bad sectors?

Chkdsk

Ipconfig

Tasklist

Devmgmt.msc

19. A printer is offline. What is the most common first step to resolve this?

Power cycle the printer and check connections

Replace the print driver

Format the hard drive