HDI Desktop Support Technician
Questions and Answers | Latest Version
| 2024/2025 | Graded A+
What is the primary role of a desktop support technician?
✔✔ The primary role is to provide technical assistance and support for computer systems,
software, and hardware.
How can a technician troubleshoot a computer that won’t boot?
✔✔ A technician can check the power supply, ensure all cables are connected, and run hardware
diagnostics.
What should you do first when a user reports an issue with their computer?
✔✔ Gather information about the problem by asking the user for details and observing the issue.
How do you handle a slow-running computer?
✔✔ Check for excessive programs running in the background, clear temporary files, and scan for
malware.
1
,What is the purpose of a help desk ticketing system?
✔✔ It is used to track, prioritize, and manage technical support requests.
How can a technician fix a printer that won’t print?
✔✔ Check if the printer is connected, ensure paper is loaded, restart the printer, and verify the
print queue.
What should be done if a user forgets their password?
✔✔ Verify the user’s identity and reset the password according to company policies.
How do you prevent data loss during repairs?
✔✔ Always back up important data before performing any hardware or software changes.
What is the use of remote desktop software in support?
✔✔ Remote desktop software allows technicians to access and control a user's computer to
troubleshoot and resolve issues remotely.
What steps would you take if an application crashes frequently?
2
, ✔✔ Update the software, check for compatibility issues, and review system resources to ensure
sufficient memory.
What is the importance of documentation in desktop support?
✔✔ Documentation helps track issues, provides solutions for future reference, and ensures
consistency in support procedures.
How do you troubleshoot network connectivity issues?
✔✔ Check physical connections, restart the router, verify network settings, and use the ping
command to test connectivity.
What is the best practice when installing software on a client’s computer?
✔✔ Ensure the software is licensed, compatible with the system, and does not conflict with other
installed programs.
What should you do if a computer is infected with malware?
✔✔ Disconnect the computer from the network, run antivirus scans, remove the malware, and
update security software.
3
Questions and Answers | Latest Version
| 2024/2025 | Graded A+
What is the primary role of a desktop support technician?
✔✔ The primary role is to provide technical assistance and support for computer systems,
software, and hardware.
How can a technician troubleshoot a computer that won’t boot?
✔✔ A technician can check the power supply, ensure all cables are connected, and run hardware
diagnostics.
What should you do first when a user reports an issue with their computer?
✔✔ Gather information about the problem by asking the user for details and observing the issue.
How do you handle a slow-running computer?
✔✔ Check for excessive programs running in the background, clear temporary files, and scan for
malware.
1
,What is the purpose of a help desk ticketing system?
✔✔ It is used to track, prioritize, and manage technical support requests.
How can a technician fix a printer that won’t print?
✔✔ Check if the printer is connected, ensure paper is loaded, restart the printer, and verify the
print queue.
What should be done if a user forgets their password?
✔✔ Verify the user’s identity and reset the password according to company policies.
How do you prevent data loss during repairs?
✔✔ Always back up important data before performing any hardware or software changes.
What is the use of remote desktop software in support?
✔✔ Remote desktop software allows technicians to access and control a user's computer to
troubleshoot and resolve issues remotely.
What steps would you take if an application crashes frequently?
2
, ✔✔ Update the software, check for compatibility issues, and review system resources to ensure
sufficient memory.
What is the importance of documentation in desktop support?
✔✔ Documentation helps track issues, provides solutions for future reference, and ensures
consistency in support procedures.
How do you troubleshoot network connectivity issues?
✔✔ Check physical connections, restart the router, verify network settings, and use the ping
command to test connectivity.
What is the best practice when installing software on a client’s computer?
✔✔ Ensure the software is licensed, compatible with the system, and does not conflict with other
installed programs.
What should you do if a computer is infected with malware?
✔✔ Disconnect the computer from the network, run antivirus scans, remove the malware, and
update security software.
3
