Test Center

Technical Help Desk

Description:

Our Technical Help Desk test measures your knowledge of core end-user problems using common office software and hardware. Designed for experienced help desk professionals, this test covers the following topics: Computer Systems, Configuring PC Peripherals, Hardware, Help Desk Operations, Networking, PC and System Terminology, Security, Software, Troubleshooting Process, and User Problems.

This test is associated with a Job Role. Please visit the Job Role Center for more details.

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Test Outline

Computer Systems
Hardware and Site Preparation
Networking
OS Software
Software Applications
Configuring PC Peripherals
External Hard Drives, NAS, and SANs
NICs and Other Add-In Cards
PDAs and Smartphones
Printers and Other External Peripherals
USB and Firewire Standards and Devices
Hardware
Common Components
Configuration Tasks
Installation and Compatibility
System Component Upgrades
Help Desk Operations
Call Tracking
Documentation
Service Requests
Networking
Configuring TCP/IP and Other Communications Protocols
IP Routing and Configuration
Installation and Configuration of Network Hardware
PC and System Terminology
Hardware
Internet and Networking
Security
Software
Security
Anti-Spyware
Anti-Virus
Firewalls
Internet Access, Proxy and Socks Servers
Password Resets, User Rights, and Systems Audits
Software
Configuration and Performance Issues
Installation and Compatibility Issues
Troubleshooting Software Bugs and Applying Patches
Troubleshooting Process
Diagnostic and Repair Tools
Problem Solving Strategies
Resources
User Problems
Backing Up Data
Common Errors
Training and Special User Needs