CCST IT Support study plan

Label the internal components of a desktop and laptop (CPU, RAM, storage types, motherboard, PSU, cooling) and state each one's function in a single sentence

Differentiate HDD, SATA SSD, and NVMe SSD by connector, form factor, and typical speed range without notes

Identify common external ports and cables (USB-A, USB-C, Thunderbolt, HDMI, DisplayPort, Ethernet, audio, power) and match each to a device use case

Explain the purpose of common peripherals and the drivers or connection types they require

Apply a structured troubleshooting methodology (identify, theorize, test, verify, document) to five written hardware failure scenarios

Diagnose common hardware symptoms such as no POST, beep codes, overheating, and failing storage by mapping symptom to likely cause

Distinguish when to repair versus replace a component based on cost, warranty, and risk

Document a hardware repair using a ticket-style note with problem, action, and outcome

Define core security concepts including authentication, authorization, least privilege, and multifactor authentication

Differentiate malware categories (virus, worm, trojan, ransomware, spyware) by behavior and typical delivery method

Recognize common social engineering attacks (phishing, vishing, tailgating, pretexting) and describe the correct user and technician response to each

Explain the technician's role in protecting data privacy, including handling PII, secure disposal, and incident escalation paths

Apply security best practices to endpoint configuration: patching, antivirus status, screen lock, and account permissions

Explain file and folder permission models and the effect of share versus NTFS-style permissions on access

Walk through the first-response steps for a suspected malware infection on a user workstation

Compare local account, standard user, and administrator roles and justify when each is appropriate

Compare Windows, macOS, and Linux by file system, update model, package or app installation, and typical support tasks

Perform and explain common OS support tasks in order: install, update, create users, map a printer, and configure backups

Differentiate the major Windows editions and describe which features matter for business support

Interpret basic command-line output for file navigation, disk status, and network configuration

Diagnose application failures including crashes, compatibility issues, and corrupted installs, and select the appropriate fix

Resolve common printing and peripheral driver problems using a repeatable sequence

Define IP addressing basics: IPv4 structure, subnet mask, default gateway, DHCP, and DNS

Differentiate LAN, WAN, and common wireless standards by use case and rough speed or range characteristics

Configure and verify basic network settings on a client, including static versus DHCP addressing

Use ping, ipconfig/ifconfig, tracert, and nslookup to isolate where connectivity fails

Distinguish common connectivity symptoms (no link, APIPA address, DNS failure, slow throughput) and their likely causes

Describe the role and basic setup of a SOHO router, switch, access point, and firewall

Execute the full support workflow: intake, triage, ticket documentation, escalation, and closure

Apply professional communication and customer-service practices to three difficult-support scenarios

Review and re-drill every missed item from previous practice sets until each is explained from scratch

Complete two full-length timed practice exams under test-day conditions