ATS Technical Aptitude Exam

1.

1 point

While manning the help desk, you get a call from Sharon in accounting. She's lost a file that she knows she saved to her hard drive. Which of the following statements would direct Sharon to open her My Documents folder in the most efficient and professional manner?

Sharon, Please check My Documents.

Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let's look there first. Click on the Start button and move the mouse until the cursor hovers over My Documents. Then press the left mouse button and tell me what you see when My Documents opens.

It probably just defaulted to My Docs. Why don't you open Excel or whatever program you used to make the file, and then open a document and point it to My Documents?

Sharon, Go to the start menu in the lower left hand corner. Click my documents. Look for the file name.

I do not know.

2.

1 point

Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or questions to begin troubleshooting the problem?

Did the computer ever work?

When did the computer last work?

When you say "dead," what do you mean? What happens when you press the power button?

What did you do?

I do not know

3.

1 point

While fixing a printing problem on Paul's computer, you check his e-mail out of curiosity to see if there are any interesting messages there. You notice several personal e-mails he has sent sitting in his Sent Items mail folder. Using the company computer for personal e-mail is against regulations, so what should you do?

Leave the e-mail on the computer and notify your boss.

Delete the e-mails from the computer and notify your boss.

Delete the e-mails from the computer and remind Paul of the workplace regulations.

You shouldn't be looking in his e-mail folders at all as it compromises your integrity.

I do not know

4.

1 point

An IP address is best defined as...

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

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

The location of Internet Packets measured in kilobytes on a network

All of the above

I do not know

5.

1 point

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

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.

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.

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

All of the above

I do not know

6.

1 point

One MB is equal to...

One thousand bytes

1 billion bytes

The amount of RAM in every computer

1024KB

I do not know

7.

1 point

Select the 3 graphics files from the list below.

untitled.nfo

untitled.jpg

untitled.bmp

untitled.ogg

untitled.tiff

I do not know

8.

1 point

What is the keyboard shortcut for PASTE?

Ctrl + P

Ctrl + V

Ctrl + C

Caps Lock + V

I do not know

9.

1 point

Define Bandwidth

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

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

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

None of the above

I do not know

10.

1 point

What is ping?

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

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.

A sound used for testing your computer speakers.

None of the above.

I do not know

11.

1 point

What is the best way to access the Registry Editor in Windows XP?

Start | Programs | DOS prompt icon. Type EDIT.

Start | Programs | Registry Editor.

Start | Programs | Accessories | Regedit

Start | Run. Type Regedit

I do not know

12.

1 point

What is the benefit of 64-bit Windows over 32-bit Windows?

Supports more hard drives

Fewer lockups

Supports more memory

Supports more monitors

I do not know

13.

1 point

For a user account called "Ethan," where would you expect to find the personal documents folder in a Windows 7

C:\Ethan

C:\Users\Ethan

C:\Documents and Settings\Ethan

C:\Windows\Ethan

I do not know

14.

1 point

To adjust the screen properties on a monitor one should

Click start, programs, accessories, and select monitor characteristics

Adjust the controls on the monitor

Open my computer, users, select display

Right click on the desktop, left click on properties

I do not know

15.

1 point

You have upgraded the video driver on a Windows XP computer. Now the computer will not boot up properly. What should you do FIRST?

Revert to the Last Known Good Configuration

Run the Recovery Console

Start the computer in Safe Mode and Roll Back the driver

Re-install the operating system.

I do not know

16.

1 point

The primary role of the service desk is to

Answer all incoming calls

Resolve all user issues

Make sure the end users feel comfortable calling in to the service desk.

Return the end user to the a normal working state as quickly as possible so they may get back to normal job functions and record the issue.

I do not know

17.

1 point

Marsha from HR calls the service desk saying that she cannot connect to the internet. The FIRST question that should be asked is....

When was the last time you could connect?

Are you on a wired or wireless connection?

Have you tried to go to another area or desk?

What Operating system are you running?

I do not know

18.

1 point

Gathering all information from an end user for service desk tickets is important because...

To survey the customer at a later date

So a history can be gathered on issues and followed with solutions for minimizing customer down time

To measure performance of the service desk

All of the above

I do not know

19.

1 point

Citrix is an example of what type of software?

An operating system

Anti-Virus program

Diagnostic tool

Virtualization environment

I do not know

20.

1 point

A warehouse worker, Fred calls in saying that he is unable to access his mainframe screens. When he attempts to log in, he receives a message saying that his account has been locked out. How would you begin to troubleshoot Fred's issue.

Log in to the mainframe, clear any violations, Have him attempt to log in. If he is still unable, reset the password and assist the user through resetting his password.

Tell him to wait 24 hours and then the account will be unlocked.

Verify the user. Log in to the mainframe, clear any violations. Have him attempt to log in. If he is still unable, reset the password and assist the user through resetting his password.

Escalate the ticket to Mainframe support

I do not know

21.

1 point

Active directory is used for what purpose?

Encrypting data on multiple PCs

Authenticates and authorizes all users and computers in a Windows domain type network

Prevents malware from infecting PC in an enterprise environment

Controls Cisco networking equipment

I do not know

22.

1 point

Which of the following describes the purpose of an SSID on a wireless network

Identifying the network

Better signal strength

Better connectivity

Encryption

I do not know

23.

1 point

Jill is attempting to install a program on her laptop. in spite of her repeated attempts, she is still unable to install the program. What is most likely the problem.

She has Microsoft Office on her computer

She is trying to install an older version of the software

She does not have administrative rights

Her CD-ROM is defective

I do not know

24.

1 point

Which software is not an Antivirus software?

Putty

Symantec

Mcafee

AVG

I do not know

25.

1 point

When creating a ticket, the term "Service Product" refers to...

The team that the ticket is escalated to

The system or software the user is having an issue with

The agent taking the user's call

The client we work for

I do not know

26.

1 point

Which extentions are valid Microsoft Office file formats.

.wrd

.doc

.xlsx

.pnt

.ppt

I do not know

27.

1 point

Bill Smith calls the service desk saying that his VPN will not connect to the company network. What is the FIRST diagnostics step.

Verify the user and change his VPN password

Check his Network adapter settings to make sure they are correct

Walk the user through resetting his IP Address and Flushing the DNS cache and have him attempt to connect again.

Have the user to test his internet connection to see if non company websites such as Google.com can be connected to.

I do not know

28.

1 point

I should always be helpful and provide contact information if a user calls in requesting someone's phone number or email address.

True

False

29.

1 point

Jeremy from the Inbound shipping office calls in saying that he is unable to print. What would be the FIRST troubleshooting step?

Ask the user if the printer or computer has any error messages

Have the user reboot their printer

Reset the print server queue

Escalate to a technican to go out and diagnose the issue

I do not know

30.

1 point

You receive a call for help with an application you have never heard of. What should you do first?

Contact your supervisor and ask about application

Search documentation for any documents pertaining to application.

Ask fellow agents about the application.

Tell the user that the application is unsupported.

I do not know

31.

1 point

How does a traceroute work?

Sends a sequence of 3 echo request packets to a destination host to measure time-to-live value between each connection to the host.

Sends a request to a connecting router for permission to utilize pathway to a destination host.

Sends a sequence of 3 echo request packets to a destination host to measure bandwidth of each connection to the host.

None of the above

I do not know

32.

1 point

_________________ is a network protocol that enables a server to automatically assign an IP address to a computer from a defined range of numbers configured for a given network.

NAT

DHCP

WEP

QOS

I do not know

33.

1 point

What are the differences between FAT32 and NTFS file systems. Check all that apply.

NTFS allows for permissions to files where FAT32 does not.

FAT32 allows for storage up to 4GB on a single partition. NTFS allows for storage up to 16TB on a single partition.

FAT 32 allows for encryption. NTFS does not allow encryption.

FAT32 allows 8.3 character limit on file names, NTFS allows for 253 character limit including extention.

FAT32 has built in indexing, NTFS does not have built indexing.

NTFS has native anti-virus built in FAT32 does not.

I do not know

34.

1 point

ODBC stands for....

Open Database Connectivity

Operating Database Connector

Open Dual Bus Configuration

Oracle Data-Base Connectivity

I do not know.

35.

1 point

Your hard drive is getting full. Which folder is the safest to delete?

\WINDOWS\INF

\WINDOWS\COMMAND

\WINDOWS\TEMP

\WINDOWS\SYSTEM

I do not know

36.

1 point

If you have cleared a paper jam from a laser printer but the printer still indicates that a jam is present, what action should you take first?

Remove the paper tray from the printer

Open and close the main access cover to clear any interlock errors

Open the unit to check for additional bits of paper that may have been left behind

Press the Clear button to reset the machine

I do not know

37.

1 point

What function does the LDAP protocol provide for Windows network users?

It safeguards communication in a virtual private network

It is the standard protocol for Windows Active Directory clients to search the network for information such as the location of a remote printer or someone’s email address

It encrypts data for transmissions between Internet hosts

It provides access protection for Windows network environments

I do not know

38.

1 point

Which of the following statements are true concerning Telnet?

It runs in a pop-up window on the remote PC

It sends encrypted data across the connection

It allows others to gain control of your PC

It allows you to use the resources of computers running other operating systems

I do not know

39.

1 point

Which of the following two services are provided by Message Authentication Code (MAC)? Check all that apply.

Integrity

Authenticity

Availability

Confidentiality

I do not know