Free Google IT Support Exam Flashcards

The fundamental language of computers using only 0s and 1s to represent all data and instructions. Each digit is called a bit, and 8 bits make a byte. All text, images, audio, and programs are ultimately stored and processed as binary patterns that computers can interpret and execute.

The 'brain' of the computer that performs calculations and executes program instructions. The CPU fetches instructions from memory, decodes them, and executes operations through its arithmetic logic unit (ALU). CPU speed is measured in gigahertz (GHz), and modern CPUs contain multiple cores for parallel processing.

Volatile short-term memory that stores data and programs currently in use by the computer. RAM is much faster than storage drives, allowing the CPU to quickly access running applications. When the computer shuts down, all RAM data is lost, which is why saving work to permanent storage is essential.

The main circuit board that connects all computer components together, including the CPU, RAM, storage devices, and expansion cards. It contains the chipset that controls communication between components, BIOS/UEFI firmware for startup, and various ports and connectors for peripherals.

Converts AC power from the wall outlet to DC power required by computer components. The PSU provides different voltage levels (3.3V, 5V, 12V) to various components through cables and connectors. Wattage rating indicates maximum power output, and efficiency ratings like 80 PLUS indicate energy efficiency.

BIOS (Basic Input/Output System) is legacy firmware that initializes hardware during boot and provides basic system functions. UEFI (Unified Extensible Firmware Interface) is the modern replacement offering faster boot times, support for drives larger than 2TB, secure boot, and a graphical interface. Most modern systems use UEFI.

A systematic approach to solving technical problems: (1) Identify the problem by gathering information, (2) Establish a theory of probable cause, (3) Test the theory, (4) Establish a plan of action, (5) Implement the solution, (6) Verify full functionality, (7) Document findings and actions taken.

Essential soft skills for IT support include active listening, clear communication, patience, and empathy. Technicians should ask clarifying questions, avoid jargon with non-technical users, set realistic expectations, and follow up to ensure satisfaction. Good customer service builds trust and reduces repeat tickets.

Solid State Drives (SSDs) use flash memory with no moving parts, offering faster speeds, lower power consumption, and better durability. Hard Disk Drives (HDDs) use spinning magnetic platters and are cheaper per gigabyte but slower. SSDs are preferred for operating systems and frequently accessed data, while HDDs suit bulk storage.

Diagnostic testing sequence run by BIOS/UEFI when a computer starts up. POST checks essential hardware components including RAM, CPU, keyboard, and storage devices. If errors are detected, the system may display error codes or beep codes to help identify the problem. A successful POST leads to operating system loading.

A four-layer networking model that defines how data is transmitted over networks. The layers are: Application (HTTP, FTP, SMTP), Transport (TCP, UDP), Internet (IP, ICMP), and Network Access (Ethernet, Wi-Fi). Each layer handles specific functions and communicates with adjacent layers through well-defined interfaces.

A unique numerical identifier assigned to devices on a network. IPv4 addresses are 32-bit numbers written as four octets (e.g., 192.168.1.1), while IPv6 uses 128 bits for vastly more addresses. IP addresses can be static (manually assigned) or dynamic (assigned by DHCP). They enable routing of data packets across networks.

A hierarchical naming system that translates human-readable domain names (like google.com) into IP addresses computers can use. DNS servers maintain databases of domain-to-IP mappings. When you type a URL, your computer queries DNS servers to find the destination IP address before establishing a connection.

A network protocol that automatically assigns IP addresses and other network configuration to devices. DHCP servers manage a pool of available addresses and lease them to clients for a specified period. This eliminates manual IP configuration and prevents address conflicts on the network.

A 32-bit number that divides an IP address into network and host portions. Common masks include 255.255.255.0 (/24) which allows 254 hosts. Subnetting helps organize networks, improve security by isolating traffic, and efficiently allocate IP addresses. Network administrators use subnet masks to create logical network segments.

A hub broadcasts data to all connected devices (obsolete). A switch learns MAC addresses and sends data only to the intended device on the same network. A router connects different networks and directs traffic between them using IP addresses. Routers can also provide NAT, firewall, and DHCP services.

TCP (Transmission Control Protocol) provides reliable, ordered data delivery with error checking and acknowledgments, ideal for web browsing, email, and file transfers. UDP (User Datagram Protocol) is faster but unreliable with no delivery guarantee, suitable for streaming, gaming, and DNS queries where speed matters more than perfection.

A unique 48-bit hardware identifier assigned to network interface cards by manufacturers. Written as six pairs of hexadecimal digits (e.g., 00:1A:2B:3C:4D:5E), MAC addresses operate at Layer 2 and are used for local network communication. Unlike IP addresses, MAC addresses are typically permanent and burned into the hardware.

A technique that allows multiple devices on a private network to share a single public IP address. Routers performing NAT translate private IP addresses to the public IP when traffic leaves the network and reverse the translation for incoming responses. This conserves IPv4 addresses and adds a layer of security.

IEEE 802.11 standards define Wi-Fi specifications. 802.11n (Wi-Fi 4) operates on 2.4/5 GHz with speeds up to 600 Mbps. 802.11ac (Wi-Fi 5) uses 5 GHz with speeds up to 6.9 Gbps. 802.11ax (Wi-Fi 6) improves efficiency in crowded environments. Each generation offers better speed, range, and reliability.

Software that manages computer hardware and provides services for applications. The OS handles process management, memory allocation, file systems, device drivers, and user interfaces. Common operating systems include Windows, macOS, and Linux. The OS acts as an intermediary between users/applications and hardware resources.

The method an operating system uses to organize and store files on storage devices. Windows typically uses NTFS (New Technology File System) which supports large files, permissions, and encryption. Linux commonly uses ext4, while macOS uses APFS. File systems manage directories, file names, metadata, and disk space allocation.

Essential Linux commands include: ls (list files), cd (change directory), pwd (print working directory), mkdir (make directory), rm (remove files), cp (copy), mv (move/rename), cat (display file contents), and sudo (execute as superuser). The command line offers powerful control and automation capabilities.

An advanced command-line shell and scripting language for Windows administration. PowerShell uses cmdlets (command-lets) with verb-noun syntax like Get-Process or Set-Location. It can manage local and remote systems, automate tasks, and interact with .NET framework. PowerShell is more powerful than the traditional Command Prompt.

Operating systems manage running programs (processes) by allocating CPU time, memory, and resources. Processes have states like running, waiting, and terminated. Task Manager (Windows) or top/htop (Linux) display active processes. Administrators can start, stop, and prioritize processes to optimize system performance.

Access controls that determine what actions users can perform on files and system resources. Linux uses read (r), write (w), and execute (x) permissions for owner, group, and others. Windows uses NTFS permissions including Full Control, Modify, Read, and Write. Proper permissions protect data and system integrity.

Systems for installing, updating, and removing software. Linux distributions use package managers like apt (Debian/Ubuntu), yum/dnf (Red Hat/Fedora), and pacman (Arch). Windows has Windows Package Manager (winget) and third-party options like Chocolatey. Package managers handle dependencies and ensure software integrity.

A memory management technique that uses disk space to extend available RAM. When physical RAM is full, the OS moves less-used data to a swap file or partition on the hard drive. While slower than RAM, virtual memory allows running more programs simultaneously. Excessive swapping indicates insufficient RAM.

Software that enables the operating system to communicate with hardware devices. Each device type (printer, graphics card, network adapter) requires a compatible driver. Drivers act as translators between the OS and hardware. Outdated or corrupt drivers can cause device malfunctions and system instability.

Records of events occurring within an operating system and applications. Windows Event Viewer displays Application, Security, and System logs. Linux stores logs in /var/log directory with key files like syslog, auth.log, and kern.log. Logs are essential for troubleshooting, security monitoring, and auditing system activity.

Microsoft's directory service for Windows domain networks that manages users, computers, and resources. AD uses a hierarchical structure with domains, organizational units (OUs), and objects. Group Policy allows centralized configuration management. AD enables single sign-on, security policies, and efficient administration of large networks.

A protocol for accessing and maintaining directory services over a network. LDAP stores information about users, groups, and resources in a hierarchical structure. It enables authentication and lookup services across platforms. Active Directory and OpenLDAP are common LDAP implementations used for centralized user management.

Three main service models: IaaS (Infrastructure as a Service) provides virtual machines and networking; PaaS (Platform as a Service) offers development environments; SaaS (Software as a Service) delivers complete applications. Deployment models include public, private, and hybrid clouds. Cloud services reduce infrastructure costs and increase scalability.

Three main backup types: Full backup copies all data (complete but slow), Incremental backup copies only changes since last backup (fast but complex restore), Differential backup copies changes since last full backup (balanced approach). The 3-2-1 rule recommends three copies on two media types with one offsite.

Technology that creates virtual versions of computing resources. Hypervisors (VMware, Hyper-V, VirtualBox) enable multiple operating systems on one physical machine. Benefits include server consolidation, easier testing, improved disaster recovery, and resource efficiency. Type 1 hypervisors run directly on hardware; Type 2 run on a host OS.

Software enabling IT support to connect to and control remote computers. RDP (Remote Desktop Protocol) is built into Windows. SSH (Secure Shell) provides encrypted command-line access to Linux/Unix systems. Third-party tools like TeamViewer and VNC offer cross-platform remote support capabilities.

Centralized management of network printers and print jobs. Print servers receive print requests from clients, queue jobs, and send them to printers. Windows Server includes Print and Document Services role. Administrators can manage printer permissions, monitor usage, and troubleshoot issues from a single console.

Strategies and procedures for restoring IT systems after catastrophic events. Key metrics include RTO (Recovery Time Objective) for acceptable downtime and RPO (Recovery Point Objective) for acceptable data loss. Plans should cover data backup, alternate sites, communication procedures, and regular testing.

Methods for installing and updating software across multiple computers. Enterprise tools include SCCM (Microsoft System Center Configuration Manager), Group Policy Software Installation, and package managers. Deployment strategies include rolling updates, blue-green deployment, and canary releases to minimize disruption.

A formal contract defining expected service quality between IT providers and users. SLAs specify metrics like uptime percentage (99.9%), response times, and resolution times. They establish accountability, set expectations, and provide a framework for measuring IT service performance and customer satisfaction.

The three fundamental principles of information security: Confidentiality (protecting data from unauthorized access), Integrity (ensuring data accuracy and preventing unauthorized modifications), and Availability (ensuring systems and data are accessible when needed). All security measures aim to protect one or more of these principles.

The process of converting readable data (plaintext) into unreadable format (ciphertext) using algorithms and keys. Symmetric encryption uses one key for both encryption and decryption (faster). Asymmetric encryption uses public/private key pairs (more secure for key exchange). Common algorithms include AES and RSA.

Security method requiring two or more verification factors: something you know (password), something you have (phone/token), and something you are (biometrics). MFA significantly reduces unauthorized access risk even if passwords are compromised. Common implementations include SMS codes, authenticator apps, and hardware tokens.

A network security system that monitors and controls incoming and outgoing traffic based on predefined rules. Firewalls can be hardware appliances or software running on computers. They filter traffic by IP addresses, ports, and protocols. Firewalls create a barrier between trusted internal networks and untrusted external networks.

Malicious software includes: Viruses (self-replicating code attached to files), Worms (self-spreading across networks), Trojans (disguised as legitimate software), Ransomware (encrypts files for ransom), Spyware (monitors user activity), and Adware (displays unwanted ads). Defense includes antivirus software, updates, and user awareness.

A social engineering attack where attackers impersonate trusted entities via email, phone, or websites to steal credentials or install malware. Spear phishing targets specific individuals with personalized attacks. Warning signs include urgency, generic greetings, suspicious links, and requests for sensitive information. Training and email filtering help prevent attacks.

Technology that creates an encrypted tunnel for secure data transmission over public networks. VPNs protect data confidentiality, mask IP addresses, and enable secure remote access to corporate networks. Protocols include OpenVPN, IPsec, and WireGuard. VPNs are essential for remote workers accessing sensitive company resources.

A security concept where users and systems are granted only the minimum permissions necessary to perform their tasks. This limits damage from compromised accounts and reduces attack surface. Administrators should regularly audit permissions, use role-based access control, and revoke unnecessary privileges.

Software updates that fix vulnerabilities and security flaws in operating systems and applications. Unpatched systems are prime targets for attackers exploiting known vulnerabilities. Organizations should implement patch management processes including testing, scheduling maintenance windows, and tracking compliance to maintain security.

The organized approach to handling security breaches and cyberattacks. The six phases are: Preparation, Identification (detecting incidents), Containment (limiting damage), Eradication (removing threats), Recovery (restoring systems), and Lessons Learned (improving processes). Documentation and communication are critical throughout the response process.