Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

Introduction xx

Chapter 1 Help Desk 2

Do I Know This Already? Quiz 2

Foundation Topics 6

Introduction 6

The IT Support Technician 9

Customer Service Communication Skills 12

Time Management 14

Help Desk Queue Management 15

Triaging 15

Queue Management Technologies 16

Queue Levels 18

SLAs and KPIs 18

Service-Level Agreements 18

Key Performance Indicators 20

Ticketing Systems 21

Documentation 23

The Problem-Solving Process 25

Step 1: Define the Problem 26

Step 2: Gather Detailed Information 27

Step 3: Identify a Probable Cause of the Failure 27

Step 4: Devise a Plan to Resolve the Problem 28

Step 5: Make Necessary Changes to Implement the Plan 28

Step 6: Observe the Results of the Changes 29

Step 7: If the Problem Is Not Resolved, Repeat the Process 29

Step 8: Document the Changes Made to Resolve the Problem 30

Exam Preparation Tasks 31

Review All Key Topics 31

Define Key Terms 31

Chapter 2 Hardware 32

Do I Know This Already? Quiz 32

Foundation Topics 34

Safety 34

Electrical Shock 34

ESD 36

Fire Safety 37

Personal Safety 38

Ports and Interfaces 39

Video Ports 40

HDMI 42

DisplayPort 42

DVI 43

VGA 44

USB-C 44

USB 45

USB Form Factors 45

USB-C 46

Ethernet Ports 46

Common Power Cables (Desktop, Laptop, Mobile) 49

Converters vs. Adapters 50

Identifying, Installing, and Upgrading Computer Components 51

Identifying Computer Components 51

Processor 51

Motherboard 53

RAM 54

Peripherals 55

Storage Devices 55

Installing and Upgrading Computer Components 56

Form Factor 56

Compatibility Factor 57

Installing/Upgrading: Processor/Motherboard 58

Installing/Upgrading: RAM/Storage Devices/Internal Peripherals 59

Post Installation Checklist 63

Hardware and Peripheral Issues 65

Basic Hardware/Software Troubleshooting 65

Peripheral Troubleshooting 67

Exam Preparation Tasks 69

Review All Key Topics 69

Define Key Terms 70

References 70

Chapter 3 Networking and Network Connectivity 72

Do I Know This Already? Quiz 72

Foundation Topics 75

Locating Basic Network Information 75

The OSI Model 75

The TCP/IP Model 77

Locating Information About the Device 77

Host Name 78

Processor Type, Memory, Disk Space, and OS Version 79

IP Addresses 81

MAC Address 84

Loopback Interface and Localhost 84

Basic End-Device Network Connectivity 85

LAN vs. WLAN 86

LAN 86

WLAN 86

DNS 88

DHCP 89

DHCPv6 90

Self-Assigned IP Addresses 90

IPv4 APIPA 90

IPv6 Autoconfiguration 90

IPv6 Link-Local Addresses 91

Private IPv6 Networks 91

Connectivity Testing 91

ping/ping6 92

traceroute/tracert 93

nslookup 94

netstat 95

iproute2 95

ip 95

ip address 96

ip neighbor show 96

ss 97

Firewall 97

Multifactor Authentication 99

Usernames and Passwords 99

Physical Keys 99

Authentication Apps 100

Other Methods 100

Exam Preparation Tasks 100

Review All Key Topics 100

Define Key Terms 101

Command Reference to Check Your Memory 102

References 103

Chapter 4 Windows OS 104

Do I Know This Already? Quiz 104

Foundation Topics 108

Resolving Common Windows OS Systems Issues 108

Display Settings 108

Troubleshooting Missing Display Issues 108

Multiple Displays 111

Connecting to a Wireless Display 111

Brightness 112

BitLocker 113

Windows Update/Microsoft Update 114

Application Updates 115

The Browser Cache 117

Task Manager 117

Launching the Task Manager 117

End Task 119

Switch To 119

Run New Task 119

Tabs 119

Back Up to the Cloud 120

Sync Files to OneDrive 121

Use Google Drive for Backup 121

Use Dropbox for Backup 122

Other Cloud Backup Solutions 122

Boot Sequence 122

Boot to Safe Mode 123

Power Management 124

Accessibility 126

Vision 126

Hearing 128

Captions 130

Dexterity and Mobility 131

On-Screen Keyboard 132

Resolving Common Application Issues 133

Installing Windows Apps from the Microsoft Store 133

Installing Windows Apps Not in the Microsoft Store 134

Email 135

Collaboration Applications 136

Productivity Applications 136

Windows System Tools 138

Control Panel 138

System Information 138

Event Viewer 139

ipconfig 139

Windows Security Tools 141

Active Directory 141

Active Directory Group Policy 141

GPUpdate 142

ADGPUpdate 143

Local Security Policy 143

Creating New Users 143

Enabling and Disabling User Accounts 143

Adding Passwords 144

Resetting Passwords 145

Active Directory Groups 145

Verifying AD Permissions 147

Viewing Active Directory Permissions 147

Modifying Active Directory Permissions 148

Mapping Cloud Drives 149

SMB Drives 149

Mapping Internet-Based Drives 150

OneDrive 151

Google Drive 151

Dropbox 151

IDrives Cloud Drive 152

Box 153

Amazon S3 Bucket 153

Exam Preparation Tasks 154

Review All Key Topics 154

Define Key Terms 155

Command Reference to Check Your Memory 155

References 157

Chapter 5 macOS 160

Do I Know This Already? Quiz 160

Foundation Topics 163

macOS 163

macOS System Tools 164

About This Mac 164

Spotlight and Finder 166

Activity Monitor 167

System Settings 168

Console 169

Terminal 170

ifconfig 170

Other Networking CLI Commands 171

macOS Security Tools 172

Keychain Access 173

FileVault Disk Encryption 173

Firewall 173

Gatekeeper 173

Recovery Mode 174

Resetting Password 175

Time Machine 175

Exam Preparation Tasks 176

Review All Key Topics 176

Define Key Terms 176

References 176

Chapter 6 Virtualization, Cloud, and Remote Access 178

Do I Know This Already? Quiz 179

Foundation Topics 182

Introduction 182

Cloud Computing 182

Benefits of Cloud Computing 183

The Pay-As-You-Go Model 183

How Cloud Computing Is Changing Business 184

Cloud Computing vs. On-Premises Data Centers 184

Cloud Providers 186

Cloud Services 189

Choosing the Right Cloud Service Model 190

Cloud Models 191

Virtualization 192

Hypervisors and Virtual Machines 193

Hypervisors 193

Virtual Machines 195

Virtualization and Software-Defined Networking 195

Control Plane vs. Data Plane in the SDN 197

Advantages of SDN 197

Remote Access 197

Exam Preparation Tasks 200

Review All Key Topics 200

Define Key Terms 200

Chapter 7 Security 202

Do I Know This Already? Quiz 202

Foundation Topics 204

Security Threats 204

People Behind the Threats 205

Types of Threats 206

Malware 206

Social Engineering 207

Phishing Attacks 208

Unauthorized Access Attempts 208

Spoofing Attacks 209

Security Threat Mitigation 210

Company Policies and Confidentiality Guidelines 212

Exam Preparation Tasks 213

Review All Key Topics 213

Define Key Terms 213

References 213

Chapter 8 The IT Professional 214

Do I Know This Already? Quiz 214

Foundation Topics 217

Professionalism 217

Demonstrate Professional Communication Skills When Interacting with Users 217

Active Listening 220

Company Policies and Confidentiality 222

Remote Access Tools for Troubleshooting 223

Research Tools 226

Knowledge Base 227

Technical Forums 227

Search Engine 227

Artificial Intelligence 228

Predictive AI 229

Generative AI 230

AI Chatbot 231

Limitations of AI 231

Documentation Tools 232

Summarizing Your Solution 232

Exam Preparation Tasks 233

Review All Key Topics 233

Define Key Terms 233

References 234

Chapter 9 Final Preparation 236

Tools and Resources 236

Study Tips 237

Summary 237

Chapter 10 Cisco Certified Support (CCST) IT Support 100-140 Official Cert Guide Exam Updates 238

The Purpose of This Chapter 238

About Possible Exam Updates 239

Impact on You and Your Study Plan 239

News About the Next Exam Release 240

Updated Technical Content 240

Appendix A Answers to the Do I Know This Already? Quizzes 242

Appendix B Problem-Solving Process 246

Glossary 248



Online Elements

Appendix C Memory Tables

Appendix D Memory Tables Answer Key

Appendix E Study Planner

Glossary



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