100-140 Cisco Certified Support Technician (CCST) IT Support Exam Topics and Questions

These Cisco Certified Support Technician (CCST) IT Support (100-140) exam topics are organized according to official exam domains to help candidates quickly verify coverage and focus on assessment rather than theory. Each domain is paired with topic-wise 100-140 sample questions that reflect how objectives are tested in the actual exam. This structure enables efficient review, targeted self-assessment, and rapid identification of weak areas when preparing for the Cisco Certified Support Technician (CCST) IT Support certification exam.

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📄 Exam Contains: 6 Topics

Topic Content

Help desk professionals must understand fundamental concepts including queue management to prioritize incoming requests, time management to meet deadlines efficiently, ticketing systems to track and organize issues, service level agreements (SLAs) that define response and resolution timeframes, and key performance indicators (KPIs) that measure support quality and effectiveness. Documentation of customer interactions requires creating clear, concise, and factual summaries that describe the problem encountered, all troubleshooting steps performed, and the final results achieved, ensuring that future support staff can reference... See More

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Safety procedures including electrical shock prevention, ESD protection, fire safety, and personal protective measures are fundamental when working with hardware. End users can locate device information such as hostname, hardware specifications, operating system version, and network addresses using Windows tools like Task Manager, System Information, Event Viewer, and ipconfig, or MacOS equivalents including Activity Monitor, About This Mac, System Settings, Console, and ifconfig. Various ports and cables serve different purposes including video connections (HDMI, USB-C, DVI, DisplayPort, VGA), USB variants... See More

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Assist users with establishing access to network-based resources by understanding common directory services such as Active Directory, Cloud-based access management including Entra ID and AWS IAM, and implementing Multifactor Authentication through authenticator apps and other methods. Support users in mapping shared drives using SMB and cloud storage solutions like S3 buckets, OneDrive, GoogleDrive, Dropbox, and Box, while also managing group policy updates using Gpupdate and adgpupdate commands. Troubleshoot access issues by resetting passwords, checking membership in security and distribution groups,... Assist users with establishing access to network-based resources by understanding common directory services such as Active Directory, Cloud-based access management including Entra ID and AWS IAM, and implementing Multifactor Authentication through authenticator apps and other methods. Support users in mapping shared drives using SMB and cloud storage solutions like S3 buckets, OneDrive, GoogleDrive, Dropbox, and Box, while also managing group policy updates using Gpupdate and adgpupdate commands. Troubleshoot access issues by resetting passwords, checking membership in security and distribution groups, and verifying appropriate permissions to ensure users have the correct level of access to required resources. Troubleshoot commonly encountered connectivity issues with various peripherals including printers, fax machines, headphones, microphones, external drives, scanners, webcams, keyboards, mice, pointing devices in both wired and wireless formats, tactile and interactive input devices such as flat panels, and teleconferencing equipment like Webex Desk Pro screens. Address printer-specific issues such as connectivity problems, multifunction device usage, paper loading, paper jam resolution, print queue clearing, and toner replacement to restore full functionality. Examine basic end-device connectivity to the network by distinguishing between LAN wired access and WLAN connectivity while understanding the purpose of DNS and DHCP services, including recognition of self-assigned IP addresses through APIPA and DHCPv6 link-local addresses. Verify proper network configuration by confirming IP address ranges are within the correct subnet, identifying public and private addresses, and ensuring proper default gateway settings and WLAN SSID connections. Utilize diagnostic commands including Ipconfig, Ifconfig, Traceroute, Tracert, Ping, Nslookup, Netstat, Ping6, Traceroute6, and Iproute2 tools to verify connectivity and identify network issues while understanding how firewalls function and their potential impact on device connectivity. See More

Topic Content

Windows Operating System Support: Assist users with resolving Windows-related technical issues including display configuration and management of multiple monitors with brightness adjustments, BitLocker recovery codes, installing and troubleshooting Windows and application updates, clearing browser cache to improve performance, using Task Manager to terminate unresponsive processes, backing up and restoring personal data through cloud-based OneDrive services, configuring boot sequences and accessing safe mode for troubleshooting, managing power settings and sleep modes, and enabling accessibility features for users with different needs. MacOS Operating... Windows Operating System Support: Assist users with resolving Windows-related technical issues including display configuration and management of multiple monitors with brightness adjustments, BitLocker recovery codes, installing and troubleshooting Windows and application updates, clearing browser cache to improve performance, using Task Manager to terminate unresponsive processes, backing up and restoring personal data through cloud-based OneDrive services, configuring boot sequences and accessing safe mode for troubleshooting, managing power settings and sleep modes, and enabling accessibility features for users with different needs. MacOS Operating System Support: Help users resolve MacOS-specific issues such as adjusting display settings for single or multiple monitors with brightness controls, granting necessary permissions to applications for proper functionality, mounting and managing external drives, clearing browser cache data, using AirDrop for file sharing between devices, terminating processes through Activity Monitor, backing up and restoring data using iCloud and Time Machine services, configuring power management settings, and utilizing accessibility features to accommodate various user requirements. Mobile Device Support: Provide assistance with iOS and Android devices by helping users restart their phones, troubleshoot charging issues, resolve connectivity problems, configure email accounts, manage mobile applications, set up collaboration software, and develop basic understanding of Mobile Device Management (MDM) systems for enterprise device control and security. Virtualization and Cloud Terminology: Explain cloud computing concepts and terminology including major cloud service providers such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), understanding virtual machines and hypervisors for resource management, and recognizing different cloud deployment models to properly direct incidents to appropriate support teams. Application Support: Assist users with common application issues including installing applications from approved marketplaces while avoiding untrusted or unknown sources that may pose security risks, and troubleshooting email, collaboration, and productivity applications to ensure proper functionality and user productivity. See More

Topic Content

Security threats targeting end users include phishing, malware, spam, unauthorized access attempts, and spoofing, which require basic investigation and escalation to appropriate teams. Help desk technicians should assist users in running malware scans and educate them on implementing strong passwords and following good password practices to protect their accounts. Help desk staff are prime targets for social engineering attacks such as phishing and impersonation, making it essential to recognize and avoid these tactics through heightened awareness and skepticism of unusual... See More

Topic Content

Remote access software enables IT support professionals to connect directly to end user devices for real-time troubleshooting and technical assistance. Common platforms include Remote Desktop for Windows environments, Remote Assistance for peer-to-peer support, Cisco Webex for unified communication, TeamViewer for cross-platform connectivity, Virtual Network Computing (VNC) for flexible remote control, and PC Anywhere for legacy systems, each offering different features for managing and supporting devices remotely. When investigating technical issues, support staff should utilize multiple research methods including AI tools... See More

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100-140 Cisco Certified Support Technician (CCST) IT Support Exam Topics and Questions

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