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100-140 Exam Bootcamp: Cisco Certified Support Technician (CCST) IT Support & 100-140 Original Questions & 100-140 Exam Prep

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Cisco 100-140 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 4

Operating System and Application Issues: This part targets an Operating System Support Specialist and addresses resolving Windows and macOS issues, such as display settings, updates, permissions, power management, and data backup using cloud tools. It covers troubleshooting mobile device problems on iOS and Android operating systems and provides an understanding of virtualization and cloud concepts including major providers and virtual machines. This section also covers resolving common application issues like installation and security concerns.

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 (Q60-Q65):

NEW QUESTION # 60
A customer copied the APK file for an app from their Windows laptop to the Documents folder on their Android phone. The customer needs help installing the app on the phone.
You need to configure the phone to allow installation of unknown apps.
Which option should you choose?
Select the correct option in the answer area.

Answer:

Explanation:

NEW QUESTION # 61
What is the best practice for a technician using search engine results to troubleshoot a specific error code received from a network management software?

A. Verify the credibility of the sources before applying any suggested fixes
B. Use the first suggested fix from any forum without further validation
C. Apply all suggested solutions simultaneously to determine which one works
D. Rely solely on the top search result to save time

Answer: A

Explanation:
Correct Answer. B. Verify the credibility of the sources before applying any suggested fixes When using search engines, it is crucial to assess the reliability and credibility of the source of the information to ensure the solution is appropriate and does not cause further issues.
Option A is incorrect because relying solely on the top search result may not always provide the most reliable or appropriate solution.
Option C is incorrect because using solutions from forums without validation can lead to incorrect or harmful actions.
Option D is incorrect as applying multiple solutions at once can complicate troubleshooting and potentially cause additional issues.

NEW QUESTION # 62
Lucas, an employee, reports that he cannot print to the office network printer. Other employees have no issues.
What should you check first to troubleshoot Lucas's printing problem?

A. Verify the IP configuration on Lucas's computer
B. Reboot Lucas's computer
C. Check if the printer driver on Lucas's computer is up to date
D. Replace the network cable connecting Lucas's computer to the network

Answer: C

Explanation:
Correct Answer. D. Check if the printer driver on Lucas's computer is up to date The first step should be to verify that Lucas's printer driver is current, as an outdated or corrupt driver can prevent a single computer from connecting to an otherwise functional network printer.
Option A is incorrect because rebooting the computer may not resolve a specific connectivity issue related to the printer.
Option B is incorrect as incorrect IP configuration would likely affect more than just printer connectivity, such as general network access issues.
Option C is incorrect because a faulty network cable would generally affect all network access, not just to the printer.

NEW QUESTION # 63
An IT support technician receives an email from what appears to be the IT director asking for immediate password resets for several accounts. The email lacks the usual formalities and seems rushed.
What is the most appropriate response?

A. Reset the passwords as requested and notify the director via reply
B. Forward the email to a colleague for a second opinion
C. Ignore the email as it does not follow protocol
D. Verify the request by contacting the IT director through a known internal communication channel

Answer: D

Explanation:
It is crucial to verify unusual or informal requests for sensitive operations directly through secure, known communication channels to prevent compliance with potentially fraudulent demands.
Option A is incorrect as it could lead to unauthorized access if the request is fraudulent Option C is incorrect because ignoring the email may lead to potential security risks if the request was legitimate Option D is incorrect because forwarding the email does not address the verification of the request and could compromise the supposed sensitive nature of the email

NEW QUESTION # 64
You receive a call from a user stating that their webcam stopped working. There have been no operating system updates since it was last working.
Which action should you tell the user to perform first?

A. Update the webcam driver software.
B. Rollback the webcam driver software.
C. Check cables for connectivity.
D. Check the screen resolution of webcam.

Answer: C

Explanation:
The first step in hardware troubleshooting is to check physical connections. Even if no software changes occurred, a loose or disconnected cable can cause devices like webcams to stop working. Software-based steps like updating or rolling back drivers come afterward if the physical connection is intact.

NEW QUESTION # 65
......

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