CCST IT Support flashcards
CCST IT Support · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Incident
- An unplanned interruption or degradation of an IT service that affects users; support staff restore normal service as quickly as possible.
- Service request
- A routine user request for standard information, access, or a change, such as password reset or software installation, handled through a defined request process.
- Priority matrix
- A support tool that assigns ticket priority from impact and urgency, so high-impact urgent outages are handled before low-impact routine issues.
- SLA
- A service level agreement defines expected response and resolution times for support services and the responsibilities of provider and customer.
- Escalation
- Moving a ticket to a higher support tier or manager when skills, authority, or time limits are exceeded; functional escalation adds expertise, hierarchical adds management.
- Knowledge base article
- A documented, reusable solution or procedure stored for support staff or users, indexed by symptoms and verified for accuracy before publication.
- Problem
- The underlying cause of one or more incidents; problem management identifies and removes root causes to prevent recurrence.
- POST
- Power-on self-test; firmware checks basic hardware such as CPU, memory, and video before boot, and may report failures with beeps or codes.
- SMART
- Self-Monitoring, Analysis, and Reporting Technology; a drive feature that reports health indicators and can warn of impending disk failure.
- DDR compatibility
- DDR generations are keyed differently and are not interchangeable; a motherboard supports only the DDR type and speed range specified for its memory slots.
- UEFI Secure Boot
- Firmware mode that verifies bootloader signatures before loading an operating system, helping block unauthorized boot code and rootkits.
- Laser printing steps
- Charging, exposure, developing, transferring, fusing, and cleaning are the core laser printer stages; paper jams often occur at fusing or transfer.
- USB-C
- A reversible connector that can carry data, power, and video; not all USB-C ports support the same speeds, power delivery, or display modes.
- Boot sequence
- Firmware POST, then boot device selection, bootloader, operating system kernel, and user session initialization; failures at each stage produce different symptoms.
- NTFS permissions
- File-system access controls that can be inherited and are cumulative for a user's group memberships; explicit Deny overrides Allow.
- Share permissions
- Network access permissions applied to a shared folder; when combined with NTFS permissions, the most restrictive effective permission wins over the network.
- Restore point
- A Windows system-protection snapshot of system files and registry settings that can roll back configuration changes without restoring personal files.
- Safe mode
- A minimal operating-system startup that loads basic drivers and services, used to diagnose driver, malware, or startup-application problems.
- Package manager
- A tool that installs, updates, and removes software with dependency resolution; examples include apt, yum/dnf, Homebrew, and winget.
- File system exFAT
- A file system with broad Windows, macOS, and Linux support, large file and volume limits, but no journaling; suited to removable media.
- APIPA address
- A 169.254.x.x self-assigned address indicating a Windows host did not obtain DHCP configuration; communication is limited to the local link.
- DHCP DORA
- The four-step DHCP process: Discover, Offer, Request, Acknowledge; the client leases an IP address, mask, gateway, and DNS settings.
- Default gateway
- The router address a host uses to send traffic beyond its local subnet; it must be reachable on the same subnet as the host.
- DNS A record
- A DNS record mapping a hostname to an IPv4 address; AAAA maps to IPv6, and CNAME aliases one name to another.
- Private IP ranges
- RFC 1918 ranges are 10.0.0.0/8, 172.16.0.0/12, and 192.168.0.0/16; they are not routed on the public internet without NAT.
- Port 443
- The default TCP port for HTTPS web traffic; port 80 is HTTP, port 53 is DNS, and port 3389 is RDP.
- CIA triad
- Confidentiality, integrity, and availability: the three core security goals protecting data from unauthorized disclosure, alteration, and disruption.
- Multi-factor authentication
- Authentication using two or more different factor types, such as a password plus a token or biometric, which resists stolen-password attacks.
- Least privilege
- Granting users and processes only the access needed for their tasks, reducing the damage possible from mistakes, malware, or compromised accounts.
- Phishing indicators
- Urgent language, mismatched sender domains, unexpected attachments or links, credential requests, and slight misspellings are common phishing warning signs.
- Hashing vs encryption
- Hashing is one-way and verifies integrity; encryption is reversible with a key and protects confidentiality. Hashes do not hide data by themselves.
- 3-2-1 backup rule
- Keep at least three copies of data, on two different media types, with one copy stored offsite or offline to survive local disasters.