TIME: 3HRS
INSTRUCTIONS: ANSWER ALL QUESTIONS. MARKS ALLOCATED TO EACH QUESTION ARE SHOWN
QUESTION 1
Which one of the following is a module that contains several random access memory (RAM) chips on a small circuit board
with pins that connect to the computer motherboard.
A. DIMM
B. SIMM
C. SDRAM
D. DDRAM
QUESTION 2
A client called customer care and reported her computer doesn’t display images. Which one among the following is LEAST likely to be the cause of the problem?
A. Defective RAM (bank zero)
B. Crashed hard drive
C. Defective microprocessor
D. Loose video card
QUESTION 3
Miss Zawadi was installing a new hardrive and saw the following message “invalid media device”. Suggest a suitable solution to solve the problem.
A. Format hard disk
B. Run fdisk
C. Partition hardisk
D. Install another operating system
QUESTION 4
Identify the statement that best describes Central Processing Unit (CPU).
A. The device that sends the monitor signals telling it what to display
B. The area that regulates all of the system power usage
C. The area where ail the of the Basic input/output routines are stored
D. The area where all of the processing takes place
QUESTION 5
Which one of the following uses anti-static strap to make sure a technician doesn’t become the least path of resistance to the ground?
A. Capacitor
B. Resistor
C. Diode
D. Transistor
QUESTION 6
Hardrive is a non-volatile storage device. Which of the following is a type of computer hard drive?
a) Floppy disk drive (FDD)
b) Integrated drive electronics (IDE)
c) Small computer system interface (SCSI)
d) Enhanced Integrated Drivel Electronics (EIDE)
QUESTION 7
The type of connector is used to plug a telephone line into a modem is known as __________
a) COM1
b) RJ-11
c) RJ-45
d) RJ-10
QUESTION 8
Power connectors p8 and p9 can be plugged into the system board. Which of the following statements is true?
A. The black wires of both connectors should NOT be next to each other
B. P8 and P9 don’t plug into the system board
C. The black wires of both connectors should be next to each other
D. It doesn’t matter which way you plug them in, the voltages are the same
QUESTION 9
Which of the following interrupt is reserved for floppy drive controller
A. IRQ 1
B. IRQ 4
C. IRQ 5
D. IRQ 6
QUESTION 10
Random access memory (RAM) is a high-speed component in devices that temporarily stores all information a device needs for the present and future. Which one among the following is NOT a type of RAM?
A. Single Inline Memory Module (SIMM)
B. Dual Inline Memory Module (DIMM)
C. Read Only Memory (ROM)
D. Single inline pin package (SIPP)
QUESTION 11
Which of the following statement best describes the term Bandwidth?
A. The speed at which data can be transferred from the server to the client.
B. A measurement of how much information can be carried in a given period (usually a second) over a wired or wireless communications link.
C. A unit of information or computer storage is equal to one billion bytes.
D. None of the above.
QUESTION 12
__________is a type of port that communicates information to a peripheral device one bit at a time.
A. Serial port
B. Parallel port
C. Optical port
D. USB port
QUESTION 13
Identify the statement which BEST describes modem:
A. A device that allows you to connect your PC to an internet service.
B. A piece of computer software that is used to browse the web. (e.g., Internet Explorer)
C. An interconnected group of computers. D. A program that prevents other people on the Internet from accessing your computer and your files.
QUESTION 14
___________would help a technician set a multimeter to detect an AC ripple.
A. AC Voltage
B. DC Voltage
C. Standard Voltage
D. Watt
QUESTION 15
Combinations of keys can be entered one key at a time rather than by pressing two or more keys simultaneously. This feature is most likely to BENEFIT one who:
A. lacks confidence when using a keyboard.
B. is only able to use one hand when entering data with a keyboard.
C. needs to use the mouse rather than the keyboard for all tasks.
D. uses an oversized keyboard because of a visual impairment
QUESTION 16
Which one of the following components interface directly with the motherboard Southbridge chipset?
A. Video card
B. RAM
C. Hardrive
D. PCI slot
QUESTION 17
Which type of memory retains data bits in its memory as long as power is being supplied?
A. RAM
B. SRAM
C. DRAM
D. ROM
QUESTION 18
Mr. Pepswa a long a human resource specialist is seeking an advice on how to get additional storage space on his older computer.
Which one of the following should he look for in order to add additional storage space to his old computer?
A. Adequate Random-Access Memory.
B. The version of Basic Input and Output system.
C. The type of the hard drive.
D. The available PATA/SATA connection.
QUESTION 19
Communication between the CPU and other Components in the motherboard is controlled by __________.
A. Chipset
B. RAM
C. ROM
D. CMOS
QUESTION 20
Computer cases can easily be a hazard to technician. When opening a computer case, which one of the following is considered a
good safety precaution?
A. Remove the cover of the computer case before removing other parts.
B. Place tape over the case edges that are sharp
C. Remove the connections to the front panel before extending the case fully open.
D. Ensure that any loose clothing such as a tie or shirt stay in constant contact with the case when handling internal
components.
QUESTION 21
Electrostatic discharge (ESD) is a sudden and momentary flow of electric current between two electrically charged objects.
Which one of the following scenarios increases the likelihood of ESD damage to a computer?
A. Using a magnetic screwdriver while working on a hard drive
B. Plugging a printer into an UPS
C. Working in low levels of humidity
D. Self-grounding against the computer case
QUESTION 22
Identify a cleaning solution recommended to clean the contacts of computer and its peripherals.
A. Glass cleaner with ammonia
B. Water mixed with a small amount of dishwashing liquid
C. Hydrogenated Peroxide
D. Isopropyl alcohol
QUESTION 23
Which is a BIOS security feature that ensures devices will only boot a trusted operating system?
A. Secure boot
B. Secure drive
C. Drive encryption
D. RAID
QUESTION 24
What action should be taken to correct the situation where the configuration settings of the computer have be reset every time its
turned on?
A. Replace the motherboard.
B. Replace hardrive.
C. Replace the CMOS battery.
D. Replace the power supply.
QUESTION 25
Ziocke computing solutions have done repairs to computers of their client. Identify the step in the troubleshooting process where
they demonstrate to the client the way the solution corrected the problem.
A. Verify full system functionality.
B. Establish a plan of action to resolve the problem.
C. Document the findings, actions, and outcomes.
D. Establish a theory of probable cause.
QUESTION 26
Which one of the following is used to ensure integrity of data?
A. SSL
B. MD5
C. TLS
D. Checksum
QUESTION 27
Which security technique should be used to protect a computer against spyware?
A. Two factor Authentication
B. Antimalware
C. Intrusion detection system.
D. Intrusion prevention system.
QUESTION 28
Which one of the following is NOT a responsibility of a help-desk technician?
A. Manage Help Desk tickets in a timely manner.
B. Provide customer assistance.
C. Run diagnostics to resolve customer reported issues.
D. Managing, Licensing and updating hardware and software assets.
QUESTION 29
Identify a motherboard component that controls the system boot operation.
A. UEFI
B. Northbridge chip
C. Southbridge chip
D. CPU
QUESTION 30
Amount of data received by the CPU can be limited by which one of the following.
A. Usage of CPU virtualization.
B. The width of the front side bus
C. The amount of RAM installed
D. The size of the CPU cache memory
QUESTION 31
Access control is a method of restricting access to sensitive data. Which component of access control specifying access rights or
privileges to resources.
A. Authorization
B. Authentication
C. Access
D. Audit
QUESTION 32
Which one of the components below is not housed inside a computer system unit?
A. Motherboard.
B. Hard Drive
C. Power Supply
D. Mouse
QUESTION 33
What is the device that provides additional memory and data for image and video viewing without limiting the available processing power required for other programs?
A. Monitor
B. Memory card
C. Video Card
D. RAM chip
QUESTION 34
Which one of the following is used to illustrate the role of compressed air in cleaning a computer?
A. Blowing out dust from inside and outside the computer.
B. Germs from your computer.
C. Suck out the dust and other debris that can get inside of your computer.
D. Wipe down any surface of your computer.
QUESTION 35
_____________ is used to put all the data in sequence in order to make it easier for the hard drive to quickly access it leading to
faster file startups.
A. Defragmentation tool
B. Compression tool
C. Antivirus tool
D. Disk space analysis tool
QUESTION 36
_____________is an electronic tool used to measure voltage, amps and resistance across circuits.
A. Multimeter
B. Voltmeter
C. Ammeter
D. Ohmmeter
QUESTION 37
Which of the following is NOT included in a good standard operating procedure for maintenance?
A. Directions for performing the job that are clear, concise and can be understood by a trained employee.
B. Guidelines to follow after completing the work, including how to return to normal operation and what details need to be reported or recorded in files.
C. Details of the technician in charge of the maintenance operations and durations allowable for the various tasks.
D. A list of potential issues or problems that could occur and the normal troubleshooting steps and solutions to apply.
QUESTION 38
What is the purpose of an anti-static wrist band?
A. To safely provide a way for static electricity to dissipate without causing electrostatic damage.
B. To clean a computer from dust and dirt inside the computer
C. To wipe dampness in a computer
D. To protect the technician from heat and injuries while working on the computer components.
QUESTION 39
Cleaning the inside of a computer monitor is NOT advisable because ___________________?
A. It may retain a high voltage even when unplugged.
B. To avoid damaging the monitor electronics.
C. It is too complicated for general repair.
D. It is not meant for repair but to be discarded if defective.
QUESTION 40
_____________ to get rid of sticky keyboard keys.
A. Pop off the keys and clean the keyboard more thoroughly.
B. Use isopropyl to kill germs.
C. use a small soft-bristled dusting brush.
D. Throw away the defective keyboard.
QUESTION 41
Which one of the following is NOT a method that can be used to identify and resolve computer hardware failure issues when using an operating system?
A. Checking the hard drive
B. Checking the memory
C. Checking the power supply
D. Checking the processor
QUESTION 42
Suggest the most suitable reason why a computer could be running very slowly.
A. The computer is growing older and becoming obsolete.
B. The hard drive is beginning to fail.
C. The computer has power problems
D. The software is defective
QUESTION 43
A suitable solution of dealing with a blank monitor would be?
A. Tighten the video cable.
B. Restart a computer.
C. Clean the monitor.
D. Throw away the monitor.
QUESTION 44
Identify one way that you can upgrade a personal computer to improve its performance.
A. Upgrade graphics card
B. Upgrade keyboard
C. Upgrade to a new printer
D. Upgrade mouse
QUESTION 45
Which of the following is NOT a suitable way of reducing electronic waste and its hazards to the environment? A. Sell old Electronics
B. Learn to Repair Broken Electronics at Home
C. Avoid using electronic equipment
D. Rent Electronic Equipment instead of Buying
QUESTION 46
________________ should be attached to you when working inside computers.
A. Antistatic mat
B. Antistatic wrist strap
C. Computer gloves
D. Antiglare lenses
QUESTION 47
Which one of the following is used to connect hardrives, optical drives or other devices
A. Molex
B. Berg keyed Connector
C. 4-pin to 8-pin auxiliary power connector
D. Advanced technology (AT)
QUESTION 48
______________provides location to connect other components
A. Central Processing Unit (CPU)
B. BIOS Chip
C. Expansion slot
D. Random Access Memory (RAM)
QUESTION 49
Which one among the following is an example of passive cooling?
A. Land grid array
B. Heat sink
C. Pin grid array
D. Case fan
QUESTION 50
Error correction code can contain multiple bit errors
A. True
B. False
QUESTION 51
____________uses one cable to access high-speed and high-resolution media using one port with a cable
A. High Definition Multimedia Interface (HDMI)
B. Digital Visual Interface (DVI)
C. Thunderbolt
D. Universal Serial Bus
QUESTION 52
A company is building a new secure data centre and wants to limit access by authorised personnel. What would be the best type of input device to use to limit access?
A. Biometric device
B. Barcode scanner
C. Magstripe reader
D. Keyboard
QUESTION 53
____________ refers to specialized memory for servers and high-end workstations that use a large amount of random access
memory (RAM).
A. Unbuffered Memory
B. Buffered Memory
C. Cache Memory D. Dynamic Random Access Memory
QUESTION 54
When installing an hard disk drives (HDD) or Solid State Drive (SSD), the connectors should face the front of the case.
A. True
B. False
QUESTION 55
Modern Motherboard provide the IDE interface for internal storage devices
A. True
B. False
QUESTION 56
In installation where CPU cooling is important, hard disk drives (HDD) are preferred for storage.
A. True
B. False
QUESTION 57
Which one of the following is NOT an external storage factor?
A. Port type
B. Storage capacity
C. Speed
D. Cost
QUESTION 58
________________performs a hardware check on the main components to check if the computer hardware is function properly.
A. POST
B. CMOS
C. BIOS
D. UEFI
QUESTION 59
Which type of access level ensures all screens and settings are available, EXCEPT the supervisor password setting.
A. Limited Access
B. Full access
C. View Only Access
D. No Access
QUESTION 60
______________ a security feature that reports device information and location to a monitoring centre.
A. Legacy boot
B. Flashing the BIOS
C. Secureboot
D. LoJack
QUESTION 61
Which of the following statements best describes the term overclocking?
A. This is used by AMD to enhance the performance of their CPUs.
B. This sets your CPU to run at speeds higher than originally designed by the manufacturer*
C. This incorporates more than one CPU core into a single chip
D. GPU fan.
QUESTION 62
________________Refers to a place to view questions and answers to specific computer-related technical issues they have encountered. A. Notes
B. Journal
C. Online forums and Chats
D. History of Repairs
QUESTION 63
A technician wants to consult to find instructions for updating the BIOS on a computer. Identify the website he can use to gather
the information.
A. CPU manufacturer
B. Operating system develop
C. Case manufacturer
D. Motherboard manufacturer
QUESTION 64
Mr. Ochieng’a a technician accidentally spills a cleaning solution on the floor of the workshop. Where can he seek find instructions on how to properly clean up and dispose of the product?
A. The regulations provided by the local occupational health and safety administration
B. The insurance policy of the company
C. The local hazardous materials team
D. The safety data sheet
QUESTION 65
Miss Rahma IT manager received a complaint that one of her technicians was rude and disrespectful to a client. Which action by the technician most likely caused the client to complain?
A. The technician interrupted a number of times to ask questions
B. The technician ended the call without saying ‘Have a nice day’
C. The technician occasionally confirmed an understanding of the problem
D. The customer was escalated to a level-two technician.
QUESTION 66
Mr. Wayne was explaining a problem he encountered on his computer to a technician. The technician recognized the problem prior to my Wayne finishing the explanation. What should the technician do?
A. Ask the customer to repeat the problem so that the technician can document it and verify all the facts.
B. Start working on the PC while listening to the customer at the same time.
C. Wait politely for the customer to finish explaining the problem
D. Interrupt the customer and let the customer know that the technician knows what the problem is.
QUESTION 67
Repetitive Strain Injury (RSI) is one of health problems that one can suffer due to the use information communication technology
(ICT) devices incorrectly or for too long. Select a suitable way used to prevent it.
A. Use a wrist rest.
B. Sit upright against the back rest.
C. Tilt the computer screen so it is set just below your eye level.
D. Keep your feet flat on the floor.
QUESTION 68
Identify a possible cause of eye strain and headaches among the users;
A. Using a mouse for long periods.
B. Working in a cramped workspace
C. Dirt on the screen.
D. Not sitting upright in your chair.
QUESTION 69
Suggest a safety measure taken to prevent the risk of the electrocution A. Keep drinks away from equipment.
B. Hide wires in cable ducts.
C. Tuck trailing wires under desks or carpets.
D. Don’t plug too many devices into the same outlet.
QUESTION 70
A tool which helps to attach the media connectors to end of the cables.
A. Crimper
B. Cable tester
C. Cable certifier
D. Punch down
QUESTION 71
Which one of the following is NOT a suitable method of purging junk files and programs?
A. Run disk clean up software
B. Empty the recycle bin
C. Remove cache of offline web pages
D. Make a backup copy of files
QUESTION 72
One of the common levels of data classification that are often found in an organization’s data classification policy is internal
data. Choose the best statement that describes internal data.
A. Data that is open to the all.
B. Data that is restricted to smaller teams within an organization.
C. Data that is considered only within an organization.
D. Data that is most sensitive in an organization and poses the largest risk if disclosed.
QUESTION 73
is broadly defined as the process of organizing data by relevant categories so that it may be used and protected
more efficiently.
A. Data security
B. Data classification
C. Data protection
D. Data integrity
QUESTION 74
Data stored in an organization may have to be destroyed after a certain period of time. Which one of the following methods is
best suited to destroy hard disks?
A. By degaussing
B. By shredding it into tiny pieces
C. By destroying the decryption keys
D. By throwing hard disk away.
QUESTION 75
is the process of modifying sensitive data in such a way that it is of no or little value to unauthorized intruders while
still being usable by software or authorized personnel. A. Data security
B. Data masking
C. Data privacy
D. Data integrity
QUESTION 76
Which one of the following is NOT a good indicator that a computer has Random Access Memory (RAM) problems?
A. Diminishing Performance of your System
B. Frequent Crashes
C. Video Card is not loading
D. Computer not booting
QUESTION 77
Which one of the following is NOT a good indicator that an existing computer requires replacing?
A. Computer is running slowly
B. Price of the components needed to be replaced is approaching the cost of a new computer
C. Current computer is more than eight years old
D. Compatible parts not available
QUESTION 78
Identify how a USB device receives its power.
A. Through a power cable.
B. Directly from the computer’s power supply.
C. From an external power supply.
D. Through the USB cable.
QUESTION 79
Among the statements below, which one is NOT true about motherboard?
A. also called a system board
B. has a CPU socket
C. has slots for DIMMs
D. Cannot work independently.
QUESTION 80
____________are secret words or numbers used for protection of devices.
A. biometrics data
B. backup
C. passwords
D. private words
QUESTION 81
_______ is the practice and precautions taken to protect valuable information from unauthorized access, recording, disclosure or
destruction.
A. Network Security
B. Information privacy
C. Information Security
D. Physical security
QUESTION 82
ICT Guideline is a systematic approach of controls to policies required to be formulated for ensuring usage of information and
ICT systems. Changing password as a policy after a definite period of time improves ____________of the network A. Performance
B. Reliability
C. Security
D. Consistency
QUESTION 83
A human resource manager opened his PC and the boot process stopped giving the following error message: “Non-System disk
or disk error … Replace and press any key when ready”. What could be the MOST cause of the error.
A. A non-bootable CD/DVD Drive.
B. The ROM has failed and you should replace it
C. RAM has failed and you should replace it
D. A key on the keyboard is stuck and the keyboard should be replaced
QUESTION 84
Which statement BEST describes the significance of a “beep” during the boot process of a PC?
A. The number of beeps describe the quality of the processor
B. The number of beeps describe the speed of the RAM Chips
C. The number of beeps describe the overall condition of the PC’s hardware
D. You can tell how powerful the PC is by the loudness or intensity of the beeps
QUESTION 85
Troubleshooting often involves the process of elimination, where a technician will follow a set of steps to determine the problem
or resolve the problem.
A. TRUE
B. FALSE
QUESTION 85
Identify the type of system board that is suitable for processor upgrading to ensure maximum performance and future
compatibility.
A. ML
B. PCI
C. ISA
D. EISA
QUESTION 86
.____________ refers to “red book”, “yellow book”, and “orange book”.
A. SCSI
B. IDE
C. floppy drive technology
D. CD-ROM standards
QUESTION 87
What would the next probable step when configuring a hard drive after formatting.
A. Format DOS partition B. Install operating system
C. Configure DMA channel and back-up interrupt
D. Partition had disk
QUESTION 88
A tool is used to test serial and parallel ports is known as ___________________?
A. high volt probe
B. cable scanner
C. loop backs
D. sniffer
QUESTION 90
___________is the highest binary number that can be referred on a three-position jumper block
A. 4
B. 6
C. 3
D. 1
QUESTION 91
A technician received the following numeric error code check “A 17xx”. This shows a problem with__________________________
A. CMOS
B. ROM BIOS
C. DMA controller
D. Hard drive or controller
QUESTION 92
Which one of the hard drives provides the fastest access to huge video files?
A. SATA
B. IDE hard drives
C. SCSI hard drives
D. EIDE hard drives
QUESTION 93
A female connector on your computer with a 25 pin will be typically be:
A. Serial port
B. parallel port
C. Docking
D. COM port
QUESTION 94
Which of the following statements describes memory test during boot-up:
A. Is a superfluous step that should be ignored
B. Checks and verifies that contiguous memory is installed C. Is an operational error
D. Displays what memory is installed, but nothing else
QUESTION 95
Incorrect CMOS settings cannot be cause a disk error
A. True
B. False
QUESTION 96
A customer has made a call to the helpdesk complaining her system that periodically locks up. After interrogation with the
helpdesk team they realise the problem is not a software but hardware issue. Based on the scenario above what should the
helpdesk team advise the customer to do to avert the problem?
A. Rotate the RAM
B. Replace the CPU
C. Replace the level 2 cache SIMM
D. Disable the CPU cache in CMOS
QUESTION 97
___________ is regarded as the best way to protect hard drive data.
A. Regular backups
B. Defragmentation
C. Run chkdsk
D. Run a regular diagnostic
QUESTION 98
Which of the following devices is used to prevent damage to electronic equipment from voltage “spikes” called transients.
A. Surge suppressor
B. Spike protector
C. UPS system
D. High-grade multi-meter
QUESTION 99
A technician good Interpersonal competency may have little impact on the working relationship with customers.
A. TRUE
B. FALSE
QUESTION 100
When troubleshooting a computer, which one of the following is considered to be a logical first step?
A. Check the computer CMOS
B. Identify the TCP/IP stack
C. Define the circumstances of the problem
D. Define what applications are being used
