CTSF key terms

The primary chip that executes instructions and performs calculations in a computer. It fetches, decodes, and runs program instructions, and its speed and core count strongly influence overall system performance.

Volatile working memory that temporarily holds data and programs the CPU is actively using. Contents are lost when power is removed, and insufficient capacity causes slowdowns through swapping or paging.

A storage device that keeps data in flash memory with no moving parts. It offers faster access and greater shock resistance than spinning disks, making it a common upgrade for improving boot and application speed.

The main circuit board of a computer that connects the CPU, memory, storage, and expansion components. It determines which processors and peripherals are compatible with a given system.

Any external device connected to a computer to add capability, such as a keyboard, printer, or webcam. Peripherals may connect by wired ports or wirelessly and usually require a driver to function.

Software that lets an operating system communicate with a specific piece of hardware. Missing, outdated, or corrupted drivers are a frequent cause of devices that stop working or behave unpredictably.

A widely used standard connector and protocol for attaching peripherals and charging devices. Different versions and connector shapes vary in speed and power delivery, so matching cable and port types matters.

A family of wired networking standards using cables and connectors such as RJ45. It provides stable, high-speed local connectivity and is often preferred over wireless for stationary devices needing reliability.

A numeric label assigned to a device on a network so data can be routed to it. Addresses may be static or assigned automatically, and conflicts between devices cause connectivity failures.

A service that automatically supplies network settings such as IP address, gateway, and DNS servers to devices when they join a network. It reduces manual configuration errors and centralizes address management.

The service that translates human-readable hostnames into IP addresses. When DNS fails or is misconfigured, users can reach resources by numeric address but not by name.

A network covering a limited area such as an office or building, where connected devices can share resources. It is typically managed by an organization and connects to wider networks through a router.

A service that creates an encrypted tunnel between a device and a remote network over an untrusted medium. It protects data in transit and is commonly used for secure remote access to workplace resources.

The core software that manages hardware, files, and running programs while providing a user interface. It mediates access to resources and enforces permissions between users and applications.

A software update that fixes bugs, closes security gaps, or adds minor improvements to an installed product. Timely patching is a foundational control against known vulnerabilities.

A weakness in software, hardware, or configuration that could be exploited to cause harm. Identifying and remediating vulnerabilities through updates and hardening reduces organizational risk.

Any software designed to harm, disrupt, or gain unauthorized access to a system, including viruses, ransomware, and spyware. Protection relies on layered defenses, user awareness, and current updates.

A social-engineering attack that impersonates a trusted party to trick people into revealing credentials or clicking harmful links. Recognizing suspicious sender details and urgency cues is a key defense.

Manipulating people through deception to obtain information or access rather than attacking technology directly. Defenses include verification procedures, skepticism about unsolicited requests, and awareness training.

Requiring two or more independent forms of proof, such as a password plus a one-time code, before granting access. It reduces the impact of stolen passwords because a single factor is no longer sufficient.

The principle of granting users and systems only the access needed to perform their duties. Limiting rights reduces the damage that errors, compromised accounts, or malicious insiders can cause.

Converting readable data into a coded form that only authorized parties can reverse. It protects information at rest and in transit if keys are managed properly.

The security goal of ensuring information is disclosed only to authorized people. It is supported by access controls, encryption, and careful handling of sensitive data throughout its lifecycle.

A copy of data kept separately so it can be restored after loss, corruption, or attack. Effective backups are scheduled, verified through test restores, and stored in a protected location.

The plans and procedures for restoring systems and data after a major disruption. It defines recovery priorities, roles, and backup restoration steps so services resume within acceptable timeframes.

A program that detects, blocks, and removes malicious software using signatures, heuristics, and behavioral monitoring. It must be kept updated and paired with safe user behavior to be effective.

A documented commitment defining expected service levels, such as response and resolution times, between a provider and a customer. It sets measurable expectations and clarifies responsibilities when targets are missed.

A recorded request, incident, or task tracked through a support system from creation to closure. Tickets capture details, history, and status so work is visible, prioritized, and auditable.

The single point of contact between users and IT support, handling requests, incidents, and communication. It logs issues, sets expectations, and routes work to appropriate specialists.

Transferring an issue to a higher support tier or different team when it exceeds current authority, skill, or time limits. Clear escalation paths prevent delays and keep users informed.

A structured investigation to identify the underlying reason a problem occurred, rather than only addressing symptoms. Findings inform permanent fixes and prevent recurrence of similar incidents.

A maintained collection of articles, procedures, and solutions used by support staff and users. It improves consistency and speed by capturing proven fixes and reducing repeat troubleshooting.

A systematic process of identifying, isolating, and resolving faults by gathering information, testing hypotheses, and verifying the fix. Working from simple, likely causes to complex ones is a common approach.

A controlled process for planning, approving, and reviewing modifications to systems so risk is minimized. It documents impact, provides rollback options, and communicates changes to affected parties.

Fully concentrating on a speaker to understand both content and intent, then confirming understanding through paraphrase or questions. It reduces miscommunication and helps support staff capture accurate details.

Recognizing and acknowledging another person's feelings and perspective without judgment. In support interactions it builds trust and calms frustration, helping the conversation focus on resolving the issue.

The ethical duty to protect information learned during work and share it only with those authorized to receive it. It applies to user data, credentials, and internal business details alike.

Behaving reliably, respectfully, and honestly while representing the organization and following agreed procedures. It includes punctuality, appropriate language, and taking ownership of commitments made to users.