

Beschreibung
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 ad...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
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
Job Tools
This integrated learning package:
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…
