Google
IT Support Certificate
Technical Support, Networking, OS, System Admin & Security
Exam: Google IT Support / CompTIA A+ | 60 Questions & Verified Answers
,Section 1: Technical Support Fundamentals
Hardware & Troubleshooting Basics
Q1. A user calls saying their computer is completely unresponsive — no display, no fans, nothing.
What should the IT support specialist check FIRST?
A. Reinstall the operating system
B. Check that the power cable is connected and the outlet is working
C. Replace the motherboard
D. Update the BIOS
Answer: B. Check that the power cable is connected and the outlet is working
Always start with the simplest, most likely cause — is the device receiving power?
Check: power cable firmly connected, outlet working (try another device), power strip not switched
off, surge protector not tripped.
This is the 'Is it plugged in?' first step that resolves a surprising number of calls.
Q2. What does the acronym BIOS stand for and what does it do?
A. Basic Input/Output System — firmware that initializes hardware before the OS loads
B. Binary Input Output Service — manages network connections
C. Boot Initialization Operating System — starts Windows
D. Basic Internet Operating Software — manages web connections
Answer: A. Basic Input/Output System — firmware that initializes hardware before the OS
loads
BIOS (now often UEFI) is the first software that runs when a computer powers on.
It performs POST (Power-On Self-Test), initializes hardware, and hands control to the bootloader.
UEFI (Unified Extensible Firmware Interface) is the modern replacement for BIOS — faster,
supports larger drives.
Q3. A user's computer is running very slowly. Task Manager shows CPU usage at 100%
consistently. What are the MOST likely causes? (Choose two)
A. Malware or a runaway process consuming CPU resources
B. The monitor is too large
C. Insufficient RAM causing excessive paging/swapping
D. The keyboard is defective
Answer: A and C — Malware or runaway process, and insufficient RAM causing paging
100% CPU: check Task Manager's Processes tab to identify the resource-hungry process. Could
be malware, a stuck process, or legitimate heavy workload.
Insufficient RAM forces the OS to use virtual memory (page file/swap) on the hard drive — much
slower than RAM.
Fixes: end the problematic process, run malware scan, add more RAM, close unnecessary
programs.
Q4. What is the difference between RAM and ROM?
A. RAM is permanent; ROM is temporary
B. RAM is temporary volatile memory used for active processes; ROM is permanent non-
volatile memory storing firmware
C. RAM is faster than ROM but less reliable
D. ROM is used for running applications; RAM stores the OS
, Answer: B. RAM is temporary volatile memory; ROM is permanent non-volatile memory
RAM (Random Access Memory): temporary, loses data when power is cut. Stores currently running
programs and data.
ROM (Read-Only Memory): permanent, retains data without power. Stores firmware (BIOS/UEFI).
More RAM = more programs can run simultaneously without slowdown.
Q5. Which of the following best describes the function of an operating system?
A. Stores all user files and documents
B. Manages hardware resources and provides services for applications and users
C. Provides internet connectivity
D. Only runs antivirus software
Answer: B. Manages hardware resources and provides services for applications and users
The OS is the intermediary between hardware and applications.
Functions: process management, memory management, file system management, device
management, security, user interface.
Examples: Windows, macOS, Linux, Android, iOS, Chrome OS.
Q6. A technician is documenting an incident. Why is documentation important in IT support?
A. It is only required for legal purposes
B. It creates a record for future reference, helps identify recurring issues, and demonstrates
accountability
C. Documentation slows down the resolution process
D. Only managers need to read documentation
Answer: B. It creates a record for future reference, helps identify recurring issues, and
demonstrates accountability
Good documentation: ticket details, steps taken, resolution, time spent.
Benefits: helps future technicians solve the same issue faster, identifies recurring problems needing
permanent fixes, supports compliance audits.
Always document even if you think the issue is simple — the next technician will thank you.
Q7. What is the first step of effective IT troubleshooting?
A. Replace the faulty component
B. Identify and understand the problem by gathering information from the user
C. Reimage the computer
D. Escalate to a senior technician
Answer: B. Identify and understand the problem by gathering information from the user
Ask: What happened? When did it start? Has anything changed recently? Does it happen every
time or intermittently?
Reproduce the issue if possible — see it yourself before assuming the cause.
Google's IT Support curriculum emphasizes: identify → research → implement → verify →
document.
Q8. What does a POST beep code indicate when a computer starts?
A. The computer is connecting to the internet
B. The BIOS has detected a hardware failure during the Power-On Self-Test
C. Windows is starting normally
D. The volume is too high
Answer: B. The BIOS has detected a hardware failure during the Power-On Self-Test
IT Support Certificate
Technical Support, Networking, OS, System Admin & Security
Exam: Google IT Support / CompTIA A+ | 60 Questions & Verified Answers
,Section 1: Technical Support Fundamentals
Hardware & Troubleshooting Basics
Q1. A user calls saying their computer is completely unresponsive — no display, no fans, nothing.
What should the IT support specialist check FIRST?
A. Reinstall the operating system
B. Check that the power cable is connected and the outlet is working
C. Replace the motherboard
D. Update the BIOS
Answer: B. Check that the power cable is connected and the outlet is working
Always start with the simplest, most likely cause — is the device receiving power?
Check: power cable firmly connected, outlet working (try another device), power strip not switched
off, surge protector not tripped.
This is the 'Is it plugged in?' first step that resolves a surprising number of calls.
Q2. What does the acronym BIOS stand for and what does it do?
A. Basic Input/Output System — firmware that initializes hardware before the OS loads
B. Binary Input Output Service — manages network connections
C. Boot Initialization Operating System — starts Windows
D. Basic Internet Operating Software — manages web connections
Answer: A. Basic Input/Output System — firmware that initializes hardware before the OS
loads
BIOS (now often UEFI) is the first software that runs when a computer powers on.
It performs POST (Power-On Self-Test), initializes hardware, and hands control to the bootloader.
UEFI (Unified Extensible Firmware Interface) is the modern replacement for BIOS — faster,
supports larger drives.
Q3. A user's computer is running very slowly. Task Manager shows CPU usage at 100%
consistently. What are the MOST likely causes? (Choose two)
A. Malware or a runaway process consuming CPU resources
B. The monitor is too large
C. Insufficient RAM causing excessive paging/swapping
D. The keyboard is defective
Answer: A and C — Malware or runaway process, and insufficient RAM causing paging
100% CPU: check Task Manager's Processes tab to identify the resource-hungry process. Could
be malware, a stuck process, or legitimate heavy workload.
Insufficient RAM forces the OS to use virtual memory (page file/swap) on the hard drive — much
slower than RAM.
Fixes: end the problematic process, run malware scan, add more RAM, close unnecessary
programs.
Q4. What is the difference between RAM and ROM?
A. RAM is permanent; ROM is temporary
B. RAM is temporary volatile memory used for active processes; ROM is permanent non-
volatile memory storing firmware
C. RAM is faster than ROM but less reliable
D. ROM is used for running applications; RAM stores the OS
, Answer: B. RAM is temporary volatile memory; ROM is permanent non-volatile memory
RAM (Random Access Memory): temporary, loses data when power is cut. Stores currently running
programs and data.
ROM (Read-Only Memory): permanent, retains data without power. Stores firmware (BIOS/UEFI).
More RAM = more programs can run simultaneously without slowdown.
Q5. Which of the following best describes the function of an operating system?
A. Stores all user files and documents
B. Manages hardware resources and provides services for applications and users
C. Provides internet connectivity
D. Only runs antivirus software
Answer: B. Manages hardware resources and provides services for applications and users
The OS is the intermediary between hardware and applications.
Functions: process management, memory management, file system management, device
management, security, user interface.
Examples: Windows, macOS, Linux, Android, iOS, Chrome OS.
Q6. A technician is documenting an incident. Why is documentation important in IT support?
A. It is only required for legal purposes
B. It creates a record for future reference, helps identify recurring issues, and demonstrates
accountability
C. Documentation slows down the resolution process
D. Only managers need to read documentation
Answer: B. It creates a record for future reference, helps identify recurring issues, and
demonstrates accountability
Good documentation: ticket details, steps taken, resolution, time spent.
Benefits: helps future technicians solve the same issue faster, identifies recurring problems needing
permanent fixes, supports compliance audits.
Always document even if you think the issue is simple — the next technician will thank you.
Q7. What is the first step of effective IT troubleshooting?
A. Replace the faulty component
B. Identify and understand the problem by gathering information from the user
C. Reimage the computer
D. Escalate to a senior technician
Answer: B. Identify and understand the problem by gathering information from the user
Ask: What happened? When did it start? Has anything changed recently? Does it happen every
time or intermittently?
Reproduce the issue if possible — see it yourself before assuming the cause.
Google's IT Support curriculum emphasizes: identify → research → implement → verify →
document.
Q8. What does a POST beep code indicate when a computer starts?
A. The computer is connecting to the internet
B. The BIOS has detected a hardware failure during the Power-On Self-Test
C. Windows is starting normally
D. The volume is too high
Answer: B. The BIOS has detected a hardware failure during the Power-On Self-Test
