Autorentext

Mark Smith has been teaching for the past 23 years. Ten years ago, at the high school in his district, he started a Cisco Academy, which has grown into a full-fledged CTE program offering Python programming, IT Essentials, CCNA 1, and CCNA 2. In addition, he runs a top-ranked regional cybersecurity club. He is an adjunct at a local community college as well. Mark earned his masters in instructional technology and has CompTIA ITF+, CompTIA A+, CompTIA Network+, CCST: IT Support, CCST: Networking, and CCST: Cybersecurity certifications.

David Bayne has spent years teaching IT, both at the high school and community college levels, and has prepared hundreds of students for careers in IT. He holds CCNA and CompTIA A+ certifications, as well as a masters degree in educational technology. He currently teaches Internet of Things, drone programming, and inventing design courses. When David is not teaching, he reads (mostly mysteries and sci-fi) and spends time with family. He lives near Sacramento, California, with his wife and daughters and their three cats.

John Pickard is an associate professor at East Carolina University in the College of Engineering and Technology, with more than 20 years of experience teaching information and cybersecurity technology. He also works as a subject matter expert and content developer in support of the Cisco Networking Academy.

Throughout his career he has held various IT certifications, including Cisco Certified Network Professional, Cisco Certified Network Associate, Microsoft Certified Professional, EMC Information Storage and Management, IPv6 Forum Certified Engineer (Gold), IPv6 Forum Certified Trainer (Gold), CompTIA Network+, and CompTIA A+. John is also a Cisco Certified Academy Instructor.

John received his PhD in technology management at Indiana State University, an MBA from Wayland Baptist University, and a bachelor of science in professional aeronautics from Embry-Riddle University.

His research interests include IPv6, IPv6 adoption, wireless sensor networks, Internet of Things (IoT), and industry-academia partnerships.

Klappentext

Trust the best-selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for the Cisco Certified Support Technician (CCST) IT Support 100-140 exam. Well regarded for its level of detail, study plans, assessment features, and challenging review questions and exercises, Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide helps you master the concepts and techniques that ensure your exam success and is the only self-study resource approved by Cisco. Leading Cisco technology instructors Mark Smith, David Bayne, and John Pickard provide preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills.

This complete study package includes

• A test-preparation routine proven to help you pass the exam
• Do I Know This Already? quizzes, which allow you to decide how much time you need to spend on each section
• Exam Topic lists that make referencing easy
• Chapter-ending exercises, which help you drill on key concepts you must know thoroughly
• The powerful Pearson Test Prep Practice Test software, complete with hundreds of well-reviewed, exam-realistic questions, customization options, and detailed performance reports
• An online Flash Cards application to help you drill on key terms by chapter
• A final preparation chapter, which guides you through tools and resources to help you craft your review and test-taking strategies

• Study plan suggestions and templates to help you organize and optimize your study time
  Content Update Program:

  This Cert Guide includes coverage of all the topics on the Cisco Certified Support Technician (CCST) IT Support 100-140 exam from the original exam blueprint. Visit ciscopress.com/newcerts for information on any digital updates for this book that align with Cisco exam blueprint version changes

  The Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide walks you through all the exam topics found in the Cisco CCST exam. Topics covered include

• IT Support Job Tasks and Responsibilities
• Hardware Issues
• Connectivity and Resource Access Issues
• Operating System and Application Issues
• Common Threats and Preventions

• Job Tools
  This integrated learning package:

• Enables you to focus on individual topic areas or take complete, timed exams
• Includes direct links from each question to detailed tutorials to help you understand the concepts behind the questions
• Provides unique sets of exam-realistic practice questions

• Tracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed most

  Inhalt

  Introduction xx
  Chapter 1 Help Desk 2
  Do I Know This Already? Quiz 2
  Foundation Topics 6
  Introduction 6
  The IT Support Technician 9
  Customer Service Communication Skills 12
  Time Management 14
  Help Desk Queue Management 15
  Triaging 15
  Queue Management Technologies 16
  Queue Levels 18
  SLAs and KPIs 18
  Service-Level Agreements 18
  Key Performance Indicators 20
  Ticketing Systems 21
  Documentation 23
  The Problem-Solving Process 25
  Step 1: Define the Problem 26
  Step 2: Gather Detailed Information 27
  Step 3: Identify a Probable Cause of the Failure 27
  Step 4: Devise a Plan to Resolve the Problem 28
  Step 5: Make Necessary Changes to Implement the Plan 28
  Step 6: Observe the Results of the Changes 29
  Step 7: If the Problem Is Not Resolved, Repeat the Process 29
  Step 8: Document the Changes Made to Resolve the Problem 30
  Exam Preparation Tasks 31
  Review All Key Topics 31
  Define Key Terms 31
  Chapter 2 Hardware 32
  Do I Know This Already? Quiz 32
  Foundation Topics 34
  Safety 34
  Electrical Shock 34
  ESD 36
  Fire Safety 37
  Personal Safety 38
  Ports and Interfaces 39
  Video Ports 40
  HDMI 42
  DisplayPort 42
  DVI 43
  VGA 44
  USB-C 44
  USB 45
  USB Form Factors 45
  USB-C 46
  Ethernet Ports 46
  Common Power Cables (Desktop, Laptop, Mobile) 49
  Converters vs. Adapters 50
  Identifying, Installing, and Upgrading Computer Components 51
  Identifying Computer Components 51
  Processor 51
  Motherboard 53
  RAM 54
  Peripherals 55
  Storage Devices 55
  Installing and Upgrading Computer Components 56
  Form Factor 56
  Compatibility Factor 57
  Installing/Upgrading: Processor/Motherboard 58
  Installing/Upgrading: RAM/Storage Devices/Internal Peripherals 59
  Post Installation Checklist 63
  Hardware and Peripheral Issues 65
  Basic Hardware/Software Troubleshooting 65
  Peripheral Troubleshooting 67
  Exam Preparation Tasks 69
  Review All Key Topics 69
  Define Key Terms 70
  References 70
  Chapter 3 Networking and Network Connectivity 72
  Do I Know This Already? Quiz 72
  Foundation Topics 75
  Locating Basic Network Information 75
  The OSI Model 75
  The TCP/IP Model 77
  Locating Information About the Device 77
  Host Name 78
  Processor Type, Memory, Disk Space, and OS Version 79
  IP Addresses 81
  MAC Address 84
  Loopback Interface and Localhost 84
  Basic End-Device Network Connectivity 85
  LAN vs. WLAN 86
  LAN 86
  WLAN 86
  DNS 88
  DHCP 89
  DHCPv6 90
  Self-Assigned IP Addresses 90
  IPv4 APIPA 90
  IPv6 Autoconfiguration 90
  IPv6 Link-Local Addresses 91
  Private IPv6 Networks 91
  Connectivity Testing 91
  ping/ping6 92
  traceroute/tracert 93
  nslookup 94
  netstat 95
  iproute2 95
  ip 95
  ip address 96
  ip neighbor show 96
  ss 97
  Firewall 97
  Multifactor Authentication 99
  Usernames and Passwords 99
  Physical Keys 99
  Authentication Apps 100
  Othe…