www.ironorbit.com | (714) 777-3222 | first.lastname@ironorbit.com
Technical Skills Assessment – Entry Level 1 & 2
Do not discuss questions with other candidates.
Do not use any electronic devices to look up answers.
Question #1
What Customer Relationship Management or Helpdesk software have you used to document your
support tickets? Describe 3 pros and 3 cons of the system(s) you have used.
Zendesk, SolarWinds, SCCM
Question #2
What is Incident Response Change Management? What is the role of Incident Response Change
Management?
Not sure but I can use ChatGPT or Google to find more info
Question #3
Write a short paragraph explaining what is DNS and what is it used for?
Domain Name Services. Resolves IP address to reflect adomain name.
Question #4
In DNS provide an example of an A, CNAME, and MX records. What TTL value would you associate
with each and why.
DNS A record maps domain name to IP. CNAME maps domain to another domain. MX record
specifies mail server for domain. TTL controls caching, lower TTL for frequent updates.
Copyright © 2023 IronOrbit. All rights reserved.
www.ironorbit.com | (714) 777-3222 | first.lastname@ironorbit.com
Technical Skills Assessment – Entry Level 1 & 2
Question #5
Write a short paragraph explaining how DHCP works.
Dynamic Host Configuration Protocol. Assigns IP address Dynamically or provides automatic IP
assigning
Question #6
How do you reserve an IP address?
To reserve an IP address, assign a static IP to the device, then configure the router or DHCP
server to always assign the same IP to that device. Check IP availability first.
Question #7
Write a short paragraph explaining how Active Directory works and what role it plays in a company.
Active Directory is a Microsoft directory service that centralizes management of network resources,
users, and applications. It provides authentication and authorization services, simplifies
management of user accounts and access to resources, and allows for easier administration of
security policies, network configurations, and software deployment. AD plays a crucial role in
companies by providing a secure and efficient environment, improving productivity, and reducing
operational costs.
Question #8
Explain how will you add a new User to an Active Directory domain and how you would join a new
workstation to the domain?
To add a new user to an Active Directory domain, open the Active Directory Users and Computers
tool, right-click the container where you want to create the user, select "New User," and then follow
the prompts to set the user's properties. To join a new workstation to the domain, open the "
System" applet in the Control Panel, select "Change Settings," click "Change," select "Domain,"
enter the domain name, and then follow the prompts to enter domain credentials. Restart the
computer
complete the process.
Questionto#9
Write a short paragraph explaining what a Group Policy is used for an in what type of environments you
would expect to see Group Policies enforced in.
Group Policy is a Windows feature that allows administrators to centrally manage and configure
operating system settings, user accounts, and security settings across a network. Group Policy
settings are applied to users or computers in an Active Directory domain or organizational unit.
Group Policies are commonly enforced in corporate environments, educational institutions, and
government agencies to enforce security policies, manage user accounts, and standardize desktop
configurations across the organization.
Copyright © 2023 IronOrbit. All rights reserved.
www.ironorbit.com | (714) 777-3222 | first.lastname@ironorbit.com
Technical Skills Assessment – Entry Level 1 & 2
Question #10
In Microsoft Outlook, what is Cache Mode? Why and when would you use Cache Mode?
Cache Mode in Microsoft Outlook stores a local copy of a user's mailbox on their computer,
allowing them to access their email, calendar, and contacts even when offline. This mode reduces
network traffic and improves performance by syncing changes to the mailbox in the background.
Cache Mode is useful for users who frequently travel or work remotely, as it allows them to
access their mailbox without an internet connection. Additionally, it reduces the load on the
Questionserver,
#11 making it a preferred option for larger organizations with high network traffic.
Exchange
What is the difference between a MAC address and an IP address?
Mac address is a physical. IP address is a virual address.
Question #12
What are the port numbers for the following protocols: TELNET, SSH, FTP, HTTP, HTTPS, and RDP?
The port number for TELNET is 23, for SSH it is 22, for FTP it is 21, for HTTP it is 80, for HTTPS
it is 443, and for RDP it is 3389.
Question #13
How many usable IP addresses are there on a network with a 255.255.255.0 subnet mask?
A subnet mask of 255.255.255.0, also known as a /24 network, provides 256 IP addresses.
However, one address is reserved for the network address and another for the broadcast
address, leaving 254 usable IP addresses.
Question #14
Is 192.168.1.0 a usable IP address on a network with a subnet mask of 255.255.252.0?
Yes, 192.168.1.0 is a usable IP address on a network with a subnet mask of 255.255.252.0. This
subnet mask provides 1024 IP addresses, and the valid address range for this subnet is from
192.168.0.1 to 192.168.3.254. Therefore, 192.168.1.0 falls within the valid range and can be
used as a host IP address.
Copyright © 2023 IronOrbit. All rights reserved.
www.ironorbit.com | (714) 777-3222 | first.lastname@ironorbit.com
Technical Skills Assessment – Entry Level 1 & 2
Question #15
How do you get into safe mode on a Windows workstation? Why would you want to boot into safe
mode?
To get into Safe Mode on a Windows workstation, restart the computer and press the F8 key
repeatedly before the Windows logo appears. Select "Safe Mode" from the Advanced Boot
Options menu and press Enter.
Safe Mode is used to troubleshoot and diagnose issues with Windows when the operating
system is unable
Question
#16 to start normally. It boots the computer with a limited set of drivers and
services,
canahelp
isolate
problems
the user
fix them.
Safe back.
ModeWrite
is also
You
have which
received
call from
a user
statingand
thatenable
their emails
aretobeing
bounced
a short
used
to
remove
malware
or
viruses
that
may
be
causing
problems
on
the
system,
as
it
disables
paragraph describing how you would troubleshoot this issue and would look for.
non-essential services and programs that could interfere with the removal process.
If a user reports that their emails are being bounced back, the first step is to check the bounce
message to determine the reason for the failure. The message usually contains an error code or
a description of the problem, which can help diagnose the issue. Next, check the user's mailbox
to ensure that it is not full or exceeding the size limit. If the problem persists, verify that the email
address is correct and that the domain's MX records are configured correctly. If the issue
persists, check the email server's logs to identify any problems or errors. Finally, if none of these
Question
#17
steps resolve
the issue, escalate the problem to higher-level support or consult with other team
If
you
were
troubleshooting
a computer and you couldn’t get to the internet by the name, for example,
members for further investigation.
www.google.com, what steps would you take?
If I was troubleshooting a computer and I couldn't get to the internet by name, the first step is to
check if the computer is connected to the network and has a valid IP address. Next, try to
access the website by IP address instead of the hostname to verify that the problem is with
DNS. If that works, then the issue is likely with the DNS server. Check the DNS server settings
on the computer and verify that it is configured correctly. If the problem persists, try using a
different DNS server or clear the DNS cache on the computer. Finally, if none of these steps
resolve the issue, escalate the problem to higher-level support or consult with other team
members for further investigation.
Question #18
You have received a call from a user stating that he types in a password and the Windows Login
prompt and keeps getting an error message that, “The Password is Incorrect.” Write a short paragraph
describing your troubleshooting process.
If a user reports that they are getting an error message stating that their password is incorrect,
the first step is to verify that the user is typing the correct password. Ensure that the caps lock
key is not turned on, and try typing the password in a text editor to verify that the correct
characters are being entered. If the password is still not working, check to see if the user's
account is locked or disabled. If the account is locked, unlock it and try logging in again. If the
account is disabled, enable it and reset the password if necessary. If none of these steps
resolve the issue, try resetting the password and have the user try logging in with the new
password. Finally, if the problem persists, escalate the issue to higher-level support or consult
with other team members for further investigation.
Copyright © 2023 IronOrbit. All rights reserved.
www.ironorbit.com | (714) 777-3222 | first.lastname@ironorbit.com
Technical Skills Assessment – Entry Level 1 & 2
Question #19
You have received a call from a user stating that they cannot print from their local computer. Write a
short paragraph describing your troubleshooting process.
If a user reports that they are unable to print from their local computer, the first step is to check
if the printer is connected and powered on. Verify that the printer is selected as the default
printer in the printer settings. Check the printer queue for any stuck jobs or errors. If there are
any errors, clear the queue and try printing again. If the printer is connected via USB, check the
cable and try a different USB port. If the problem persists, try reinstalling the printer driver. If the
user is printing to a network printer, check the printer's network connectivity and verify that it is
Question
#20on the user's computer. Finally, if none of these steps resolve the issue,
set
up correctly
escalate
the problem
higher-level
support
or and
consult
other
teamit?members for further
What is your
preferredtoanti-virus
software
suite
whywith
do you
prefer
investigation.
AsofnowKaspersky, because of footprint, ease of navigation, and have never had any issues
with malware.
Question #21
8:00pm
If it’s 5:00pm in California, what time is it in New York _____________.
michael
whitfield
First Name: ______________________________ Last Name: ______________________________
03/11/2023
9:30
Date: ___________________________________ Time: ___________________________________
Copyright © 2023 IronOrbit. All rights reserved.