Help Desk Support Skills Test

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Help Desk Support Skills Test - Quiz

This quiz is administered by FMC to test your Help Desk Skill level.  Please answer all questions to the best of your ability. You will be given 35 minutes to complete a total of 25 questions. You will only be allowed to answer each question once, any skipped questions will be mark “incorrect”. You will need a score of 80 to pass; each question is worth 4 points.
Thank you for applying to FMC.


Questions and Answers
  • 1. 

    An IP address is best defined as...

    • A.

      An IP Address is a unique number consisting of 4 parts separated by dots (eg: 217.247.84.89) asociated with every system connected to a network

    • B.

      Internet Provider Address. The address of a company that provides individuals and other companies access to the Internet.

    • C.

      The location of Internet Packets measured in kilobytes on a network.

    • D.

      All of the above.

    Correct Answer
    A. An IP Address is a unique number consisting of 4 parts separated by dots (eg: 217.247.84.89) asociated with every system connected to a network
    Explanation
    An IP address is a unique number consisting of 4 parts separated by dots (eg: 217.247.84.89) associated with every system connected to a network. This address serves as a unique identifier for each device on a network, allowing them to communicate with each other. It is not the address of an internet provider or the location of internet packets, but rather a specific identifier for a device. Therefore, the correct answer is that an IP address is a unique number associated with every system connected to a network.

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  • 2. 

    Malware is best defined as...

    • A.

      A computer program designed to protect the operating system from viruses.

    • B.

      Microsoft Arithmetic LAN software. Software run in the background of any Windows based computer system used to manage network connections

    • C.

      Software designed to infiltrate or damage a computer system without the owner's informed consent.

    • D.

      None of the above.

    Correct Answer
    C. Software designed to infiltrate or damage a computer system without the owner's informed consent.
    Explanation
    Malware refers to software that is specifically created to infiltrate or cause harm to a computer system without the knowledge or consent of the owner. It can take various forms such as viruses, worms, trojans, ransomware, spyware, or adware. The purpose of malware can range from stealing sensitive information, disrupting system operations, or gaining unauthorized access to the system. It is important to have proper security measures in place to protect against malware attacks.

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  • 3. 

    Which one of the following best defines the term Operating System?

    • A.

      The software that allows computer users to run applications with the hardware of a specific system. Microsoft® Windows® or Apple® Computer's OS are examples of operating systems.

    • B.

      The master control program that manages a computer's internal functions and provides a means of control to the computer's operations and file system.

    • C.

      The software that manages the hardware and software interface of a computer.

    • D.

      All of the above.

    Correct Answer
    D. All of the above.
    Explanation
    The term "Operating System" can be best defined as all of the above options. It refers to the software that allows computer users to run applications with the hardware of a specific system, manages a computer's internal functions and provides control to its operations and file system, and also manages the hardware and software interface of a computer. Examples of operating systems include Microsoft® Windows® and Apple® Computer's OS.

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  • 4. 

    Which one is not an output device?

    • A.

      Printer

    • B.

      Monitor

    • C.

      Modem

    • D.

      Keyboard

    Correct Answer
    D. Keyboard
    Explanation
    An output device is a device that displays or presents information to the user. Both a printer and a monitor are examples of output devices as they provide visual output. A modem, on the other hand, is a device that enables communication between a computer and the internet or other networks. It does not provide any visual or physical output. Similarly, a keyboard is an input device as it allows the user to input data into the computer rather than displaying any output. Therefore, the correct answer is keyboard.

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  • 5. 

    One MB is equal to...

    • A.

      One thousand bytes

    • B.

      1 billion bytes

    • C.

      The amount of RAM in every computer

    • D.

      1024KB

    Correct Answer
    D. 1024KB
    Explanation
    The correct answer is 1024KB because in the binary system, 1 kilobyte (KB) is equal to 1024 bytes. Therefore, 1024KB is equal to 1024 * 1024 = 1,048,576 bytes.

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  • 6. 

    Select the 3 graphics files from the list below.

    • A.

      Untitled.nfo

    • B.

      Untitled.jpg

    • C.

      Untitled.bmp

    • D.

      Untitled.ogg

    • E.

      Untitled.tiff

    Correct Answer(s)
    B. Untitled.jpg
    C. Untitled.bmp
    E. Untitled.tiff
    Explanation
    The correct answer is untitled.jpg, untitled.bmp, untitled.tiff. These file extensions (.jpg, .bmp, .tiff) are commonly used for graphics files. The other file extensions (.nfo, .ogg) are not typically associated with graphics files.

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  • 7. 

    Select the URL from the list below.

    Correct Answer
    B. Http://www.yahoo.com
    Explanation
    The correct answer is http://www.yahoo.com because it is the only option that is a valid URL. The other options are an email address, a file path, and an IP address, which are not URLs.

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  • 8. 

    Which of the following programs is not an email client.

    • A.

      Microsoft Outlook 2003

    • B.

      Windows Live Mail

    • C.

      Mozilla Firefox

    • D.

      Outlook Express 6

    Correct Answer
    C. Mozilla Firefox
    Explanation
    Mozilla Firefox is not an email client. It is a web browser used for browsing the internet and accessing websites. Microsoft Outlook 2003, Windows Live Mail, and Outlook Express 6 are all email clients that allow users to send, receive, and manage their emails.

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  • 9. 

    A modem is best defined as...

    • A.

      A device that allows you to connect your PC to to an internet service.

    • B.

      A piece of computer software that is used to browse the web. (eg: internet explorer)

    • C.

      An interconnected group of computers.

    • D.

      A program that prevents other people on the Internet from accessing your computer and your files.

    Correct Answer
    A. A device that allows you to connect your PC to to an internet service.
    Explanation
    A modem is a device that enables the connection between a computer and an internet service provider. It converts digital signals from the computer into analog signals that can be transmitted over telephone lines or cable lines. The modem then receives analog signals from the internet service provider and converts them back into digital signals that the computer can understand. In this way, the modem acts as a bridge between the computer and the internet, allowing the user to access online services and browse the web.

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  • 10. 

    What is the shortcut for PASTE?

    • A.

      Ctrl + P

    • B.

      Ctrl + V

    • C.

      Ctrl + C

    • D.

      Caps Lock + V

    Correct Answer
    B. Ctrl + V
    Explanation
    The shortcut for PASTE is Ctrl + V. This combination is commonly used in computer applications to paste copied or cut content. By pressing Ctrl + V, the user can quickly and easily insert the copied or cut content at the desired location.

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  • 11. 

    Which is not an operating system?

    • A.

      DOS

    • B.

      Windows

    • C.

      MS-Word

    • D.

      LINUX

    Correct Answer
    C. MS-Word
    Explanation
    MS-Word is not an operating system because it is a word processing software application developed by Microsoft. It is used for creating, editing, and formatting documents, but it does not have the capability to manage computer hardware resources or provide a platform for running other software applications like an operating system does. Operating systems, on the other hand, are the software that manages computer hardware and software resources, provides a user interface, and allows for the execution of other programs.

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  • 12. 

    The brain of the computer. This part does the calculation, moving and processing of information.

    • A.

      CPU

    • B.

      RAM

    • C.

      Motherboard

    • D.

      Hard drive

    Correct Answer
    A. CPU
    Explanation
    The CPU, or Central Processing Unit, is often referred to as the "brain" of the computer because it is responsible for performing calculations, executing instructions, and processing data. It carries out these tasks by fetching, decoding, and executing instructions from the computer's memory. The CPU is the main component that determines the overall speed and performance of a computer system. Therefore, it is considered the most important part of a computer when it comes to processing and managing information.

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  • 13. 

    What does "www" stand for?

    • A.

      Wide World Web

    • B.

      Winding Web World

    • C.

      World Wide Web

    • D.

      None of the above

    Correct Answer
    C. World Wide Web
    Explanation
    The correct answer is "World Wide Web." The term "www" is an abbreviation for World Wide Web, which is a system of interconnected documents and resources that can be accessed through the internet. It is a globally accessible information space where users can browse and navigate through websites using hyperlinks. The World Wide Web revolutionized the way information is shared, communicated, and accessed, making it an integral part of the modern digital age.

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  • 14. 

    What is this computer component?

    • A.

      Video Card

    • B.

      Sound Card

    • C.

      RAM

    • D.

      Network Interface Card

    Correct Answer
    D. Network Interface Card
    Explanation
    A network interface card (NIC) is a computer component that allows a computer to connect to a network. It provides the necessary hardware and software to establish a network connection, enabling the computer to communicate with other devices on the network. This card is typically inserted into an expansion slot on the computer's motherboard and provides an Ethernet port or other network connection options. It is used to connect computers to local area networks (LANs), wide area networks (WANs), or the internet.

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  • 15. 

    What is this computer component?

    • A.

      RAM

    • B.

      CPU

    • C.

      Hard Disk

    • D.

      Motherboard

    Correct Answer
    B. CPU
    Explanation
    The correct answer is CPU, which stands for Central Processing Unit. The CPU is the main component of a computer that carries out most of the processing inside the computer. It performs calculations, executes instructions, and manages the flow of data between different parts of the computer. The CPU is often referred to as the "brain" of the computer, as it is responsible for executing and coordinating all tasks and operations.

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  • 16. 

    What is this computer component?

    • A.

      Hard drive

    • B.

      CPU

    • C.

      Chassis

    • D.

      Motherboard

    Correct Answer
    C. Chassis
    Explanation
    The correct answer is Chassis. A chassis is a computer component that refers to the physical case or enclosure that houses all the internal components of a computer, such as the motherboard, CPU, hard drive, and other hardware. It provides structural support and protection for the internal components, as well as helps in organizing and connecting various peripherals.

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  • 17. 

    What is this device?

    • A.

      Modem

    • B.

      Wireless Router

    • C.

      Video Card

    • D.

      Motherboard

    Correct Answer
    B. Wireless Router
    Explanation
    A wireless router is a device that allows multiple devices to connect to a network wirelessly. It acts as a central hub, transmitting data between devices and the internet. Unlike a modem, which only connects a single device to the internet, a wireless router enables multiple devices to access the internet simultaneously. A video card and motherboard are components of a computer system and do not serve the purpose of connecting devices wirelessly. Therefore, a wireless router is the correct answer in this context.

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  • 18. 

    What is the function of this device?

    • A.

      It performs all the arithmetic, logical operations of computer.

    • B.

      It is very high speed short term storage that CPU uses to store information temporarily. After the computer is turned off, any data stored will be lost.

    • C.

      It is used to store large amounts of data in a computer system, data is retained on this device even when the computer is turned off.

    • D.

      It is is used to generate and output images onto the display.

    Correct Answer
    C. It is used to store large amounts of data in a computer system, data is retained on this device even when the computer is turned off.
    Explanation
    The correct answer is that the device is used to store large amounts of data in a computer system, and the data is retained even when the computer is turned off. This suggests that the device being referred to is a secondary storage device, such as a hard drive or solid-state drive. These types of storage devices are non-volatile, meaning that the data stored on them remains intact even when power is not supplied to the computer. This is in contrast to volatile memory, such as RAM, which loses its data when the computer is turned off.

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  • 19. 

    This is a measurement of speed over a network.

    • A.

      Megabytes

    • B.

      Bits

    • C.

      Megahertz

    • D.

      Megabits per second.

    Correct Answer
    D. Megabits per second.
    Explanation
    The given correct answer is "Megabits per second". Megabits per second is a unit of measurement used to quantify the speed of data transfer over a network. It represents the number of megabits (Mb) that can be transmitted in one second. This unit is commonly used to measure internet connection speeds, indicating how quickly data can be downloaded or uploaded. Megabytes, bits, and megahertz are not specifically used to measure network speed, making them incorrect choices.

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  • 20. 

    Bandwidth

    • A.

      The speed at which data can be transferred from the server to the client.

    • B.

      A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.

    • C.

      A unit of information or computer storage equal to one billion bytes.

    • D.

      None of the above.

    Correct Answer
    B. A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.
    Explanation
    Bandwidth refers to the measurement of how much information can be carried in a given time period, typically a second, over a wired or wireless communications link. It represents the capacity or speed at which data can be transferred from the server to the client. It is not related to the unit of information or computer storage equal to one billion bytes, which is known as a gigabyte. Therefore, the correct answer is the option that states bandwidth as a measurement of information carried over a communications link.

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  • 21. 

    Troubleshooting remote access VPNs What problem are you having? -  I received error 741/742, which says there is an encryption mismatch error. (Which solution will help solve the problem?)

    • A.

      Check the properties (Security tab) of the VPN connection on the VPN client. If Require data encryption (disconnect if none) is selected, clear the selection and retry the connection.

    • B.

      Check that the VPN server is listening for PPTP traffic on TCP port 1723 and is listening for L2TP traffic on UDP port 1701. On the VPN server, from the command line, type:

    • C.

      If you are using Internet Authentication Service (IAS), check the encryption level in the remote access policy in the IAS console or policies on other RADIUS servers. Ensure that the encryption level requested by the VPN client is selected on the VPN server.

    • D.

      Modify the account properties of the user account.

    • E.

      All of the above

    Correct Answer(s)
    A. Check the properties (Security tab) of the VPN connection on the VPN client. If Require data encryption (disconnect if none) is selected, clear the selection and retry the connection.
    C. If you are using Internet Authentication Service (IAS), check the encryption level in the remote access policy in the IAS console or policies on other RADIUS servers. Ensure that the encryption level requested by the VPN client is selected on the VPN server.
    Explanation
    The correct answer suggests that the problem could be an encryption mismatch error. To solve this problem, the properties of the VPN connection on the VPN client should be checked. If the option "Require data encryption (disconnect if none)" is selected, it should be cleared and the connection should be retried. Additionally, if Internet Authentication Service (IAS) is being used, the encryption level in the remote access policy should be checked and ensured that it matches the encryption level requested by the VPN client on the VPN server.

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  • 22. 

    Ping

    • A.

      A measurement of data transferred to your local station from a specific network source.

    • B.

      A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.

    • C.

      A sound used for testing your computer speakers.

    • D.

      None of the above.

    Correct Answer
    B. A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.
    Explanation
    Ping is a computer network tool used to test the reachability of a specific host across an IP network. It sends a small packet of data to the host and waits for a response, which indicates whether the host is reachable or not. Ping is commonly used for troubleshooting network connectivity issues and to self-test the Network Interface Card (NIC) of the computer. It is not related to measuring data transfer or testing computer speakers. Therefore, the correct answer is that Ping is a computer network tool used for testing host reachability and NIC self-testing.

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  • 23. 

    I am unable to establish a remote access VPN connection. What is the cause?  

    • A.

      Cause: The user account used by the remote access client is locked out, expired, disabled, or the time the connection is being made does not correspond to the configured logon hours.

    • B.

      Cause: This issue can occur if the network firewall does not permit GRE traffic (IP protocol 47). PPTP uses GRE for tunneled data.

    • C.

      Cause: PPTP/L2TP packets from the VPN client cannot reach the VPN server.

    • D.

      Cause: The settings of the remote access policy profile are in conflict with properties of the answering router.

    • E.

      All of the above

    Correct Answer
    A. Cause: The user account used by the remote access client is locked out, expired, disabled, or the time the connection is being made does not correspond to the configured logon hours.
    Explanation
    The cause for being unable to establish a remote access VPN connection is that the user account used by the remote access client is locked out, expired, disabled, or the time the connection is being made does not correspond to the configured logon hours. This means that there may be an issue with the user account, such as it being locked or expired, or there may be restrictions on the time when the user can log in.

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  • 24. 

    Which of the following is not an internet browser?

    • A.

      Safari

    • B.

      Firefox

    • C.

      Opera

    • D.

      Thunderbird

    Correct Answer
    D. Thunderbird
    Explanation
    Thunderbird is not an internet browser; it is an email client developed by Mozilla. Safari, Firefox, and Opera are all popular internet browsers used to access and navigate the internet. Thunderbird, on the other hand, is primarily used for managing email accounts and does not have the same functionality as a web browser.

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  • 25. 

    The internet was invented by

    • A.

      Bill Gates

    • B.

      The US Department of Defense

    • C.

      Steve Jobs

    • D.

      Albert Einstein

    Correct Answer
    B. The US Department of Defense
    Explanation
    The correct answer is The US Department of Defense. The internet was originally developed by the US Department of Defense as a research project called ARPANET in the 1960s. It was created to establish a network that could connect computers and allow for the sharing of information between different institutions and research centers. Over time, the internet evolved and expanded to become the global network that we know today. While Bill Gates, Steve Jobs, and Albert Einstein have made significant contributions to technology and science, they were not directly involved in the invention of the internet.

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 01, 2013
    Quiz Created by
    Rperrone
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