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

Mark Smith has been teaching for the past 23 years. Ten years ago, at the high school in his district, he started a Cisco Academy, which has grown into a full-fledged CTE program offering Python programming, IT Essentials, CCNA 1, and CCNA 2. In addition, he runs a top-ranked regional cybersecurity club. He is an adjunct at a local community college as well. Mark earned his master’s in instructional technology and has CompTIA ITF+, CompTIA A+, CompTIA Network+, CCST: IT Support, CCST: Networking, and CCST: Cybersecurity certifications.David Bayne has spent years teaching IT, both at the high school and community college levels, and has prepared hundreds of students for careers in IT. He holds CCNA and CompTIA A+ certifications, as well as a master’s degree in educational technology. He currently teaches Internet of Things, drone programming, and inventing design courses. When David is not teaching, he reads (mostly mysteries and sci-fi) and spends time with family. He lives near Sacramento, California, with his wife and daughters and their three cats.John Pickard is an associate professor at East Carolina University in the College of Engineering and Technology, with more than 20 years of experience teaching information and cybersecurity technology. He also works as a subject matter expert and content developer in support of the Cisco Networking Academy.Throughout his career he has held various IT certifications, including Cisco Certified Network Professional, Cisco Certified Network Associate, Microsoft Certified Professional, EMC Information Storage and Management, IPv6 Forum Certified Engineer (Gold), IPv6 Forum Certified Trainer (Gold), CompTIA Network+, and CompTIA A+. John is also a Cisco Certified Academy Instructor.John received his PhD in technology management at Indiana State University, an MBA from Wayland Baptist University, and a bachelor of science in professional aeronautics from Embry-Riddle University.His research interests include IPv6, IPv6 adoption, wireless sensor networks, Internet of Things (IoT), and industry-academia partnerships.

• Introduction xxChapter 1 Help Desk 2“Do I Know This Already?” Quiz 2Foundation Topics 6Introduction 6The IT Support Technician 9Customer Service Communication Skills 12Time Management 14Help Desk Queue Management 15Triaging 15Queue Management Technologies 16Queue Levels 18SLAs and KPIs 18Service-Level Agreements 18Key Performance Indicators 20Ticketing Systems 21Documentation 23The Problem-Solving Process 25Step 1: Define the Problem 26Step 2: Gather Detailed Information 27Step 3: Identify a Probable Cause of the Failure 27Step 4: Devise a Plan to Resolve the Problem 28Step 5: Make Necessary Changes to Implement the Plan 28Step 6: Observe the Results of the Changes 29Step 7: If the Problem Is Not Resolved, Repeat the Process 29Step 8: Document the Changes Made to Resolve the Problem 30Exam Preparation Tasks 31Review All Key Topics 31Define Key Terms 31Chapter 2 Hardware 32“Do I Know This Already?” Quiz 32Foundation Topics 34Safety 34Electrical Shock 34ESD 36Fire Safety 37Personal Safety 38Ports and Interfaces 39Video Ports 40HDMI 42DisplayPort 42DVI 43VGA 44USB-C 44USB 45USB Form Factors 45USB-C 46Ethernet Ports 46Common Power Cables (Desktop, Laptop, Mobile) 49Converters vs. Adapters 50Identifying, Installing, and Upgrading Computer Components 51Identifying Computer Components 51Processor 51Motherboard 53RAM 54Peripherals 55Storage Devices 55Installing and Upgrading Computer Components 56Form Factor 56Compatibility Factor 57Installing/Upgrading: Processor/Motherboard 58Installing/Upgrading: RAM/Storage Devices/Internal Peripherals 59Post Installation Checklist 63Hardware and Peripheral Issues 65Basic Hardware/Software Troubleshooting 65Peripheral Troubleshooting 67Exam Preparation Tasks 69Review All Key Topics 69Define Key Terms 70References 70Chapter 3 Networking and Network Connectivity 72“Do I Know This Already?” Quiz 72Foundation Topics 75Locating Basic Network Information 75The OSI Model 75The TCP/IP Model 77Locating Information About the Device 77Host Name 78Processor Type, Memory, Disk Space, and OS Version 79IP Addresses 81MAC Address 84Loopback Interface and Localhost 84Basic End-Device Network Connectivity 85LAN vs. WLAN 86LAN 86WLAN 86DNS 88DHCP 89DHCPv6 90Self-Assigned IP Addresses 90IPv4 APIPA 90IPv6 Autoconfiguration 90IPv6 Link-Local Addresses 91Private IPv6 Networks 91Connectivity Testing 91ping/ping6 92traceroute/tracert 93nslookup 94netstat 95iproute2 95ip 95ip address 96ip neighbor show 96ss 97Firewall 97Multifactor Authentication 99Usernames and Passwords 99Physical Keys 99Authentication Apps 100Other Methods 100Exam Preparation Tasks 100Review All Key Topics 100Define Key Terms 101Command Reference to Check Your Memory 102References 103Chapter 4 Windows OS 104“Do I Know This Already?” Quiz 104Foundation Topics 108Resolving Common Windows OS Systems Issues 108Display Settings 108Troubleshooting Missing Display Issues 108Multiple Displays 111Connecting to a Wireless Display 111Brightness 112BitLocker 113Windows Update/Microsoft Update 114Application Updates 115The Browser Cache 117Task Manager 117Launching the Task Manager 117End Task 119Switch To 119Run New Task 119Tabs 119Back Up to the Cloud 120Sync Files to OneDrive 121Use Google Drive for Backup 121Use Dropbox for Backup 122Other Cloud Backup Solutions 122Boot Sequence 122Boot to Safe Mode 123Power Management 124Accessibility 126Vision 126Hearing 128Captions 130Dexterity and Mobility 131On-Screen Keyboard 132Resolving Common Application Issues 133Installing Windows Apps from the Microsoft Store 133Installing Windows Apps Not in the Microsoft Store 134Email 135Collaboration Applications 136Productivity Applications 136Windows System Tools 138Control Panel 138System Information 138Event Viewer 139ipconfig 139Windows Security Tools 141Active Directory 141Active Directory Group Policy 141GPUpdate 142ADGPUpdate 143Local Security Policy 143Creating New Users 143Enabling and Disabling User Accounts 143Adding Passwords 144Resetting Passwords 145Active Directory Groups 145Verifying AD Permissions 147Viewing Active Directory Permissions 147Modifying Active Directory Permissions 148Mapping Cloud Drives 149SMB Drives 149Mapping Internet-Based Drives 150OneDrive 151Google Drive 151Dropbox 151IDrive’s Cloud Drive 152Box 153Amazon S3 Bucket 153Exam Preparation Tasks 154Review All Key Topics 154Define Key Terms 155Command Reference to Check Your Memory 155References 157Chapter 5 macOS 160“Do I Know This Already?” Quiz 160Foundation Topics 163macOS 163macOS System Tools 164About This Mac 164Spotlight and Finder 166Activity Monitor 167System Settings 168Console 169Terminal 170ifconfig 170Other Networking CLI Commands 171macOS Security Tools 172Keychain Access 173FileVault Disk Encryption 173Firewall 173Gatekeeper 173Recovery Mode 174Resetting Password 175Time Machine 175Exam Preparation Tasks 176Review All Key Topics 176Define Key Terms 176References 176Chapter 6 Virtualization, Cloud, and Remote Access 178“Do I Know This Already?” Quiz 179Foundation Topics 182Introduction 182Cloud Computing 182Benefits of Cloud Computing 183The Pay-As-You-Go Model 183How Cloud Computing Is Changing Business 184Cloud Computing vs. On-Premises Data Centers 184Cloud Providers 186Cloud Services 189Choosing the Right Cloud Service Model 190Cloud Models 191Virtualization 192Hypervisors and Virtual Machines 193Hypervisors 193Virtual Machines 195Virtualization and Software-Defined Networking 195Control Plane vs. Data Plane in the SDN 197Advantages of SDN 197Remote Access 197Exam Preparation Tasks 200Review All Key Topics 200Define Key Terms 200Chapter 7 Security 202“Do I Know This Already?” Quiz 202Foundation Topics 204Security Threats 204People Behind the Threats 205Types of Threats 206Malware 206Social Engineering 207Phishing Attacks 208Unauthorized Access Attempts 208Spoofing Attacks 209Security Threat Mitigation 210Company Policies and Confidentiality Guidelines 212Exam Preparation Tasks 213Review All Key Topics 213Define Key Terms 213References 213Chapter 8 The IT Professional 214“Do I Know This Already?” Quiz 214Foundation Topics 217Professionalism 217Demonstrate Professional Communication Skills When Interacting with Users 217Active Listening 220Company Policies and Confidentiality 222Remote Access Tools for Troubleshooting 223Research Tools 226Knowledge Base 227Technical Forums 227Search Engine 227Artificial Intelligence 228Predictive AI 229Generative AI 230AI Chatbot 231Limitations of AI 231Documentation Tools 232Summarizing Your Solution 232Exam Preparation Tasks 233Review All Key Topics 233Define Key Terms 233References 234Chapter 9 Final Preparation 236Tools and Resources 236Study Tips 237Summary 237Chapter 10 Cisco Certified Support (CCST) IT Support 100-140 Official Cert Guide Exam Updates 238The Purpose of This Chapter 238About Possible Exam Updates 239Impact on You and Your Study Plan 239News About the Next Exam Release 240Updated Technical Content 240Appendix A Answers to the “Do I Know This Already?” Quizzes 242Appendix B Problem-Solving Process 246Glossary 248 Online ElementsAppendix C Memory TablesAppendix D Memory Tables Answer KeyAppendix E Study PlannerGlossary 9780135403921 TOC 12/5/2024