Google IT Support flashcards
Google 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.
- Open-ended question
- A question that invites a detailed answer rather than yes or no, used early in troubleshooting to learn symptoms and user impact without steering the response.
- Closed-ended question
- A question answerable with yes or no or a short specific value, used to confirm details after open-ended questions have narrowed the problem.
- Change one variable
- A troubleshooting rule that modifies only one component or setting at a time so any change in behavior can be attributed to that single change.
- Escalation trigger
- A condition such as safety risk, data loss, missing permissions, or expertise gap that requires handing an issue to a higher support tier.
- Active listening
- A communication technique of paraphrasing, clarifying, and summarizing the user's words to confirm understanding and reduce misdiagnosis during support.
- Document resolution
- Recording symptoms, tests, root cause, and fix in a ticket so future technicians can repeat the solution and avoid duplicate work.
- Private IPv4 ranges
- The address blocks 10.0.0.0/8, 172.16.0.0/12, and 192.168.0.0/16, reserved for internal networks and not routable on the public internet.
- APIPA address
- An IPv4 address in 169.254.0.0/16 that a host self-assigns when DHCP is unavailable, usually indicating a DHCP or link problem.
- Default gateway
- The router address a host sends traffic to when the destination is outside its local subnet, enabling communication with other networks.
- DNS function
- The Domain Name System translates human-readable hostnames into IP addresses so clients can locate servers and services on a network.
- TCP versus UDP
- TCP is connection-oriented and retransmits lost data for reliability; UDP is connectionless with no delivery guarantee, favoring speed and low latency.
- Subnet mask /24
- A 24-bit subnet mask leaves 8 host bits, giving 256 total IPv4 addresses and 254 usable host addresses after network and broadcast.
- NTFS
- The primary Windows file system that supports permissions, encryption, compression, journaling, and large volumes and files.
- Linux permission 755
- Owner has read, write, and execute; group and others have read and execute, represented by rwxr-xr-x.
- Safe Mode
- A Windows startup option that loads a minimal set of drivers and services to help diagnose problems caused by third-party software.
- Boot sequence
- The startup order from firmware power-on self-test to bootloader and then operating system kernel, which initializes hardware and user services.
- Virtual memory
- Disk space used as an extension of RAM when physical memory is full, allowing processes to continue but at much slower access speeds.
- Least privilege
- Granting users and services only the access needed for their tasks, reducing the impact of mistakes, malware, or compromised accounts.
- 3-2-1 backup rule
- Keep at least three copies of data, on two different media types, with one copy stored off-site for disaster recovery.
- RAID 1
- A disk configuration that mirrors identical data across two or more drives, providing redundancy but no increase in usable capacity.
- Change management
- A controlled process for requesting, reviewing, testing, approving, and documenting changes to reduce outages and unintended side effects.
- Patch management
- The cycle of identifying, testing, deploying, and verifying software updates that fix security flaws and bugs across systems.
- CIA triad
- The security model of confidentiality, integrity, and availability, used to evaluate whether controls protect data and services appropriately.
- Multi-factor authentication
- Authentication using two or more independent factors such as something you know, something you have, or something you are.
- Phishing
- A social-engineering attack that impersonates a trusted entity to trick a user into revealing credentials or clicking a malicious link.
- Encryption in transit
- Protecting data while it moves across a network by using protocols such as TLS, so intercepted traffic cannot be read.
- Password hashing
- Transforming a password into a fixed-length value with a one-way function, often salted, so stored credentials cannot be directly read.
- AI hallucination
- A confident but incorrect or fabricated output from an AI system, which must be verified against reliable sources before use.
- Prompt specificity
- Including clear goal, audience, format, constraints, and examples in an AI prompt to improve relevance and reduce ambiguous output.
- Sensitive data policy
- Rules limiting what personal, financial, or confidential information may be entered into AI tools, often requiring approved enterprise services.
- AI as draft assistant
- Using generative AI to create outlines, summaries, or first drafts that a human reviews, edits, and validates before publication.
- AI bias
- Systematic unfair outcomes from training data or design that can disadvantage groups, requiring testing and human oversight.