Skills Assessment – 1003 – Your IT Department

✅ Section 1: Troubleshooting Scenarios (Written - 20 Points)

1. A user cannot print to the office printer. It shows “offline” but others can print. What are some ideas to troubleshoot?

2. A user reports that Outlook is stuck on “Updating Inbox.” What could be the issue and how would you fix it?

3. A remote employee says their VPN connection is failing with an “internal error.” What could cause this?

4. A desktop keeps rebooting randomly throughout the day. What might be causing this?

5. A new hire cannot log in. You verified the username and password. What do you do next?

6. A user says they can’t open PDFs in their browser. Any ideas?

🔧 Section 2: Technical Knowledge (Multiple Choice - 20 Points)

7. What command shows IP configuration on a Windows machine?

a) ipconfig b) netstat c) ping d) nslookup

8. What does RDP stand for?

a) Remote Desktop Protocol b) Remote Data Path c) Registered Device Port d) Remote Debugging Platform

9. Which of the following is NOT a valid backup strategy?

a) Full Backup b) Incremental Backup c) Ad-hoc Backup d) Differential Backup

10. Which port is used by HTTPS?

a) 80 b) 21 c) 443 d) 53

11. Which of the following prevents phishing attacks best?

a) Antivirus b) Password manager c) Spam filter with DMARC d) Firewall

12. What is the purpose of Safe Mode in Windows?

a) To access BIOS b) To boot with minimal drivers and troubleshoot c) To update system drivers d) To encrypt data

🖥️ Section 3: Hands-On Test / Simulated Tasks (Optional - 15 Points)

This section of the assessment is hands on and, if possible needs to be done in person. If this is too cumbersome to arrange, we can work out an oral evaluation process.

💬Section 4: Communication and Documentation (15 Points)

15. Write a brief email to a client explaining how to reset their password securely.

16. Describe a time you resolved a critical IT issue under pressure.

🔧 Section 5: Aptitude, Drive, and Curiosity (10 Points)

29. What’s a recent piece of tech news or trend you found interesting, and why?

30. Tell us about a time you learned a new tool or skill on your own. How did you go about it?

31. You're asked to solve a problem with unfamiliar software. What are your first steps?

32. What is your home setup like in terms of tech? (Optional)

🔐 Section 6: Cybersecurity Skills Assessment (Multiple Choice - 20 Points)

33. A user reports their computer is showing frequent pop-ups and running slowly. What’s your first step?

a) Tell the user to ignore it b) Uninstall the most recent Windows update c) Disconnect the device from the network and run a malware scan d) Restart the computer in normal mode

34. What is the best way to verify if an Office 365 account has been compromised?

a) Ask the user b) Call Microsoft c) Check sign-in logs and suspicious activity via the Microsoft 365 Security Center d) Review Outlook inbox rules only

35. Which of the following is the most secure remote access method for MSP techs?

a) TeamViewer without MFA b) RDP with port forwarding c) VPN with MFA and RMM agent access d) Public Wi-Fi and SSH

36. What tool would you typically use to ensure a client’s antivirus is active and definitions are up to date across endpoints?

a) Windows Event Viewer b) Microsoft Word c) RMM (Remote Monitoring and Management) platform d) File Explorer

✅ Computers, Inc. Skills Assessment (1003)

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