Rev. 2015a

Help Desk Analyst ExamQuick Bridge Funding, LLC

Name:

Signature:

Rev. 2015a

InstructionsThe purpose of this exam is to determine your level of competency in key areas of System Administration, including your understanding of Linux, Windows and Customer Service

The test is designed to be difficult, so if you are only able to answer a handful of questions per page, don’t get discouraged, as this is only used as a metric to measure your skill level.

Linux Knowledge (25 Points)

1. Please describe what the following commands do (to the best of your ability): (2 point each)

a. cat /var/log/syslog

b. ls –alh

c. alias kp=’ps auxww’

d. cd ~/

e. du –h –-max-depth 1 ~/

2. Name at least 2 advantages of Linux over Windows? (up to 6 points)

3. What does /etc/crontab do? (2 Points)

4. In what file do you set which dns servers to use? (2 Points)

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5. Using your favorite distro, how would you install the package ‘mysql-server’(please indicate the distro). (2 Points)

6. How do you determine what kernel version you are using? (2 Points)

7. What is the difference between Open-Source and Closed-Source? (1 Point)

Windows Knowledge (25 Points)

1. Please describe what the following commands do: (2 points each)a. cd %USERPROFILE%

b. dir c:\

c. xcopy c:\users\tchiu\desktop\somefile.txt c:\users\tchiu\desktop\anotherfile.txt /i /f

d. rmdir c:\users\tchiu\tmp

e. net use \\fileserver.internal.quickbridgefunding\systems-share q:

2. Describe how to add a user in a domain environment (6 Points)

3. What key sequence is used to unlock a locked workstation? (2 Points)

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4. What is the “Registry” and what is it used for? (2 Points)

5. What is the primary type of filesystem in Window XP and later? (2 Points)

6. Describe one way to reset a user’s password: (2 Points)

7. Name one advantage and one disadvantage to using 64-bit CPUs over 32-bitCPUs. (1 Point)

Networking (25 Points)1. Please define the following terms: (2 points each)

a. IP address

b. MAC address

c. Switch

d. Category-5 Cable

e. 802.11b/g/n/ac

2. Hypothetical: You can’t get onto any websites, and you’re not sure what the problem is. How do you go about diagnosing what the problem is? Be very specific. (8 Points)

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3. From a terminal (can be on a Mac/Linux/Windows machine), describe how you would get your IP/MAC Addresses: (2 points)

4. What is the difference between the TCP and UDP protocols? (2 points)

5. What is Gigabit Ethernet? (2 points)

6. What is a NIC? (1 point)

Computer Hardware (25 Points)1. Please define the following terms: (2 points each)

a. VGA/DVI/DP

b. USB 3.0

c. SATA

d. BIOS

e. LCD

f. DVD-R/RW

g. UPS

h. Cache (name 2 different cache levels in a CPU and typical sizes)

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2. Your monitor shows “screen test” even though your computer is turned on.What are some possible problems? (2 points)

3. What are USB ports useful for? (2 points)

4. What is RAID and what is it good for? Please name 2 different levels of RAIDand describe them: (4 points)

5. How do you turn off a machine that is completely frozen? (1 point)

Customer Service (25 Points)1. You are dispatched to a staff members workstation for a specific task, and

another staff member comes up and asks for assistance, but you only have time for one task, do you: (4 points, choose 1)

a. Ignore their request, hoping they will forget about it or call helpdeskb. Ask them to call helpdeskc. Find a co-worker on their behalfd. Ask them to submit a workticket, and call helpdesk on their behalf.

2. A staff member calls to report they cannot login to their workstation in the morning, what are some questions you should ask? (4 points)

3. Your supervisor asks you to do 3 random tasks by the end of the day, but you only have time for 2 of them. How do you proceed? (4 points)

4. If you have 1 hour to work on projects, and have 3 projects that will take 20 mins and 1 that will take 1 hour, which one will you work on? Why? (4 points)

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5. You’ve been working at our company for 6 months, and have notice that some consistent issues crop up that seem to be attributed to user error. How do you act upon this newfound insight? (4 points)

6. You’ve made an appointment with a staff member to perform some maintenance on their machine later in the week. However, when that day comes by, you don’t feel like coming in, do you: (5 points, choose 1)

a. Keep your originally scheduled appointmentb. If sick, contact your supervisor ASAPc. Ask your coworker to cover your appointment.d. All the above

Optional QuestionsThis section helps me get to know you as a person better. Please answer as many as possible.

1. What is it that interested you about this position?

2. Describe a recent experience in which you took leadership in a group setting to accomplish a goal.

3. Describe your job-related skills and experience, and how they relate to this position.

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5. What have you learned most from previous jobs?

6. Describe a workplace challenge that you faced, and how you handled it.

7. What are your career goals?

8. Given the numbers 1 to 1000, what is the minimum number of guesses needed to find a specific number if you are given the hint “higher” or “lower” for each guess you make?

Thank you for taking this exam. Please return this exam to the front desk, and have an epic day.