CISCOCisco Certified Support Technician (CCST) IT Support
The Cisco Certified Support Technician (CCST) IT Support certification validates the foundational knowledge and hands-on skills needed to succeed in entry-level IT support roles. It covers troubleshooting, assisting end users, managing computer components, and identifying security threats. Earning this credential prepares you for help desk and user support positions and is a strong first step toward a career in IT.
935 practice questions · Updated 2026-07-30
6Domains
21Objectives
184Concepts
935Questions
100-140 Curriculum
Every domain, objective, and concept the 100-140 exam measures.
- Queue management
- Time management
- Ticketing systems
- Service level agreement (SLA)
- Key performance indicators (KPIs)
- Clear and concise problem description
- Documenting troubleshooting steps
- Recording results and outcomes
- Structuring documentation for future use
- Define the problem
- Gather detailed information
- Identify probable cause
- Devise a resolution plan
- Implement the plan
- Observe results
- Repeat if unresolved
- Document changes
- Electrical Shock Safety
- ESD Prevention
- Fire Safety
- Personal Safety
- Identify device host name
- Identify hardware specifications
- Identify operating system version
- Identify IPv4 and IPv6 addresses
- Identify MAC address
- Use Windows Task Manager
- Use Windows System Information
- Use Windows Event Viewer
- Use Windows ipconfig
- Use macOS Activity Monitor
- Use macOS About This Mac
- Use macOS System Settings
- Use macOS Console
- Use macOS ifconfig
- Video Ports Overview
- HDMI Port
- USB-C Port
- DVI Port
- DisplayPort
- VGA Port
- USB-A Port
- USB-B Port
- Micro USB Port
- Serial Ports
- RJ-45 and Ethernet Cables
- UTP vs STP Cables
- Power Cables for Desktop
- Power Cables for Laptop
- Power Cables for Mobile Devices
- Thunderbolt 3/4
- Converters and Adapters
- Identifying the processor
- Identifying the motherboard
- RAM identification and installation
- RAM upgrade procedures
- Graphics card installation and upgrade
- Wireless card installation and upgrade
- Bluetooth card installation and upgrade
- Internal storage device identification
- SATA storage installation and upgrade
- SSD installation and upgrade
- NVMe and M.2 storage installation and upgrade
- Interface and expansion card compatibility
- Using Device Manager to manage drivers
- E-waste best practices
- Basic hardware troubleshooting steps
- Application compatibility requirements
- Using Device Manager for hardware issue identification
- Interpreting device status indicators
- Firmware update benefits and risks
- Active Directory basics
- Cloud-based access management (Entra ID, AWS IAM)
- Multifactor Authentication methods
- Mapping shared drives (SMB)
- Mapping cloud drives (S3, OneDrive, etc.)
- Forcing Group Policy update (gpupdate/adgpupdate)
- Resetting user passwords
- Checking group membership
- Verifying permissions
- Printer Connectivity Troubleshooting
- Multifunction Device Assistance
- Paper Handling and Jam Clearing
- Print Queue Management
- Toner and Ink Replacement
- Fax Troubleshooting
- Headphone Connectivity and Audio Issues
- Microphone Connectivity and Audio Input Issues
- External Drive Connectivity and Recognition
- Scanner Connectivity and Operation
- Webcam Connectivity and Video Issues
- Keyboard, Mouse, and Pointing Device Troubleshooting
- Tactile and Interactive Input Device Troubleshooting
- Teleconferencing Device Troubleshooting
- LAN vs. WLAN
- DNS Purpose
- DHCP Purpose and APIPA
- DHCPv6 and Link-Local Addresses
- IP Address Ranges and Subnetting
- Default Gateway
- WLAN SSID
- Ipconfig/Ifconfig
- Traceroute/Tracert
- Ping
- Nslookup
- Netstat
- Ping6 and Traceroute6
- Iproute2 (ip add, ss)
- Firewall Impact on Connectivity
- Display Settings and Multiple Displays
- BitLocker Recovery
- Windows and Application Updates
- Browser Cache Clearing
- Task Manager Process Termination
- Cloud Backup and Restore with OneDrive
- Boot Sequence and Safe Mode
- Power Management
- Accessibility Features
- Display settings and multiple displays
- Brightness adjustment
- Application permissions
- Mounting external drives
- Clearing browser cache
- AirDrop usage
- Activity Monitor process management
- iCloud backup and restore
- Time Machine backup and restore
- Power management
- Accessibility features
- Restarting mobile devices
- Troubleshooting phone charging issues
- Mobile connectivity troubleshooting
- Email setup on mobile devices
- Mobile app installation and troubleshooting
- Collaboration software on mobile
- Basic understanding of MDM
- iOS device fundamentals
- Android device fundamentals
- Cloud providers overview
- Virtual machines
- Hypervisors
- Cloud service models
- Cloud deployment models
- Cloud incident routing
- Identifying trusted application sources
- Installing applications from approved sources
- Handling installation warnings and prompts
- Troubleshooting common email application issues
- Troubleshooting common collaboration application issues
- Troubleshooting common productivity application issues
- Phishing
- Malware
- Spam
- Unauthorized access attempts
- Spoofing
- Running a malware scan
- Strong passwords
- Password practices
- Basic investigation and escalation
- Help desk as social engineering target
- Phishing attacks
- Impersonation attacks
- Confidential data
- Proprietary data
- Personally identifiable information (PII)
- Data classification categories
- Company policies for data protection
- Confidentiality guidelines
- Remote Desktop Protocol (RDP)
- Remote Assistance
- Cisco Webex
- Remote Management
- TeamViewer
- Virtual Network Computing (VNC)
- PC Anywhere
- Querying AI for research
- Limitations of AI
- Ethical considerations for AI
- Privacy and security risks of AI
- Predictive vs. generative AI
- Using search engine results
- Leveraging technical forums
- Using knowledge base articles
- Updating internal documentation
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Percentages reflect share of the current practice bank, not official exam weightings — no structured per-skill weight is published for 100-140, so none is invented.