CCST IT Support key terms

Any unplanned interruption or degradation of an IT service that affects users, such as a failed login, a crashed application, or a broken printer. Support staff log, prioritize, and resolve incidents through the ticketing system.

A written agreement between an IT support team and its customers that defines expected service levels, such as response time, resolution time, and uptime. It sets the targets technicians are measured against when handling tickets.

The process of transferring a ticket to a more experienced technician, another team, or a vendor when it cannot be resolved at the current support tier or when policy requires it.

A searchable collection of articles, procedures, and solved issues that technicians and users consult so problems are resolved consistently and fixes are not reinvented each time.

A controlled process for planning, testing, approving, and documenting modifications to IT systems so that updates do not cause unplanned outages or unexpected configuration drift.

A maintained record of every device, license, and component an organization owns, including serial numbers, owners, locations, and warranty dates, used for support, tracking, and replacement planning.

A structured investigation that looks past the immediate symptom to find the underlying reason a problem occurred, so a permanent fix can prevent it from recurring.

A self-check a computer runs immediately after power-on, verifying that the processor, memory, and basic hardware work before the operating system loads. Failures are usually reported by beep codes or on-screen messages.

Modern firmware that starts a computer and hands control to the operating system. It replaces legacy BIOS, supports large disks with GPT partitioning, and offers Secure Boot and a graphical setup interface.

Volatile working memory that holds the programs and data currently in use. Its contents are lost when power is removed, and too little RAM causes slow performance through heavy paging to disk.

A storage device that keeps data in flash memory with no moving parts, giving faster startup and file access than a spinning hard disk and better resistance to shock and vibration.

A desktop unit that connects a laptop to monitors, wired network, power, and USB peripherals through a single cable, letting users switch quickly between portable and desk setups.

A protective behavior in which the processor or graphics chip lowers its clock speed when temperatures rise too high, causing sudden slowdowns that often point to dust buildup, fan failure, or blocked vents.

A heated roller assembly inside a laser printer that melts toner onto the paper. Fuser faults produce smeared, flaking, or easily rubbed-off print and usually require service or replacement.

Any external device attached to a computer to add capability, such as a keyboard, mouse, monitor, printer, scanner, or webcam. Peripheral problems are often cable, port, or driver related.

The core software that manages hardware resources and provides services for applications, including memory allocation, file storage, user accounts, and control of attached devices.

Software that lets the operating system communicate with a specific piece of hardware. Missing, outdated, or corrupted drivers are a common reason a device stops working after an update.

A diagnostic startup mode that loads an operating system with a minimal set of drivers and services, making it useful for removing bad drivers, malware, or software that blocks a normal boot.

A small software update released by a vendor to fix bugs, close security holes, or add minor features. Regular patching reduces both crashes and exploitable vulnerabilities.

Rebuilding a computer's operating system from a known-good image, which erases the existing configuration and data. It is used when malware or corruption cannot be reliably removed by other means.

A Windows security feature that prompts for confirmation or administrator credentials before an action requires elevated privileges, helping prevent unauthorized changes to the system.

The default Windows file system, which supports file permissions, encryption, compression, journaling, and very large volumes. It is required for features such as BitLocker and file-level access control.

A software-defined computer that runs its own operating system on shared physical hardware. Virtual machines are used for testing, isolation, and running legacy software without extra devices.

A numeric label assigned to a device on a network so data can be routed to it. IPv4 addresses are written as four octets, for example 192.168.1.20.

A number that tells a device which part of an IP address identifies the network and which part identifies the host, determining whether a destination is local or must go through a router.

The router address a device sends traffic to when the destination lies outside its own subnet. A wrong or missing gateway leaves local connections working but blocks internet access.

The service that translates human-readable names such as example.com into IP addresses. DNS failures typically appear as websites unreachable by name but still reachable by IP address.

A protocol that automatically supplies devices with an IP address, subnet mask, gateway, and DNS servers when they join the network, removing the need for manual configuration.

A permanent hardware identifier burned into a network adapter, written as six hexadecimal pairs. It is used for delivering traffic within a single local network segment.

The name that identifies a wireless network. Clients pick an SSID to join; hiding the name only stops it being broadcast and is not a genuine security control.

A basic diagnostic command that sends echo requests to a host and reports whether replies return and how long they take, quickly confirming reachability and round-trip latency.

A social engineering attack that uses fraudulent email, text messages, or websites to trick people into revealing credentials, clicking malicious links, or opening infected attachments.

Malicious software that encrypts files or locks a system and demands payment for restoring access. Response relies on isolating the device, restoring from backups, and reporting the event rather than paying.

Authentication that requires two or more independent proofs of identity, such as a password plus a code from an app, so a stolen password alone is not enough to sign in.

The practice of granting users and processes only the access needed to do their jobs, limiting the damage a compromised account or an accidental action can cause.

Manipulating people through trust, urgency, or claimed authority to obtain information or access, instead of attacking technology directly. Verification procedures are the main defense.

Converting data into a form that only someone holding the correct key can read. It protects information stored on disks and sent across networks, keeping stolen devices and intercepted traffic confidential.

A hardware or software filter that permits or blocks network traffic according to rules, separating trusted internal networks from untrusted ones and limiting unwanted inbound connections.

A separate copy of data kept so it can be restored after deletion, corruption, or ransomware. A common guideline keeps three copies, on two kinds of media, with one stored offsite.