Help Desk Support Technician

Interview Questions
1.If a user calls and informs you that they are unable to log into their computer, what initial troubleshooting steps would you take? (Select all appropriate answers)

A) Logon to Active Directory and check to see if the user account is locked out.
B) Check to see if the user’s password in Active Directory has expired.
C) Walk to see the user and see to the issue first hand.
D) Logon to Active Directory and check to see if the computer object the user is on is disabled.

Answer:
A and D
2.What Windows command line utility can be used to check what group policies have been applied to a computer / user?
Answer:
gpresult
3.What built-in command line utility can used to query DNS to obtain a hostname or IP address in a Windows environment?

Answer:
nslookup
4.What is the difference between an Outlook PST file and an Outlook OST file?

A) OST files are used to store emails locally and a PST file is used when Outlook is configured for cached Exchange mode.
B) These file types are not being used by Outlook.
C) PST files are used to store emails locally and an OST is used when Outlook is configured in cached Exchange mode.
D) There is no difference.

Answer:
C
5.What is the default location of an Outlook PST file on a Windows computer?

Answer:
%USERPROFILE%\Local Settings\Application Data\Microsoft\Outlook

Example: c:\documents and settings\username\Local Settings\Application Data\Microsoft\Outlook
6.In what order are GPOs are applied?

A) Site, Local, Domain, OU
B) Local, Site, OU, Domain
C) Local, Site, Domain, OU

Answer:
C
7.What built-in command line utility can you use to force a windows client to give up a dhcp lease?

Answer:
ipconfig (ipconfig /release)
8.What tools can be used to check for programs executed at startup in Windows ? (Select all appropriate answers)

A) Use “regedit”.
B) Run the “msconfig” tool.
C) Run “netsh”.
D) Run the “taskmgr”.

Answer:
A and B

9.A user reports that they are unable to browse to any websites other than those saved in their favorites in Internet Explorer. You then discover that the websites saved in the user’s favorites use an IP address rather than an FQDN. What is the likely cause of the problem? (Select all appropriate answers)

A) The user is blocked on those sites
B) DNS
C) DHCP
D) The user has no access to browse the internet

Answer:
B
10.What is DHCP used for?

A) It is used to resolve host names to IP addresses.
B) It is used to allocate IP addresses to a specific number of devices in a scope.
C) It is used to resolve IP addresses to host names.
D) It is used for port forwarding.

Answer:
B