Help Desk (Tier 1) Cram Study Sheet

A comprehensive set of vocabulary and technical concepts for Tier 1 Help Desk preparation, covering troubleshooting, networking, Windows commands, and customer service.

Help Desk Core Mindset

Be calm, patient, and professional; listen actively; ask clarifying questions; and empathize while reassuring the user.

Tier 1 Support Process

A sequence involving 7 steps: Greet & Identify, Clarify, Troubleshoot, Resolve, Confirm, Document, and Escalate.

Basic Troubleshooting Steps

1. Identify the Problem, 2. Gather Information, 3. Reproduce the Issue, 4. Check the Obvious, 5. Isolate the Cause, 6. Implement a Solution, 7. Test & Confirm, 8. Document & Close.

%temp%

A Windows command or shortcut used to open and clear the temporary files folder.

SFC Scan

A system command $sfc /scannow$ used to scan and repair Windows system files.

CHKDSK

A disk utility command $chkdsk /f$ used to check for and fix errors on a disk.

IP Address

A unique address identifying devices on a network.

DNS (Domain Name System)

A system that translates human-readable domain names into numerical IP addresses; associated with port $53$.

DHCP (Dynamic Host Configuration Protocol)

A network service that assigns IP addresses to devices automatically; associated with ports $67/68$.

Gateway

A networking component that routes traffic from a local network to other external networks.

Subnet Mask

A networking value that defines the size and boundaries of a specific network.

HTTP Port

The standard port used for web traffic, which is $80$.

HTTPS Port

The secure port used for encrypted web traffic, which is $443$.

SSH Port

The port used for Secure Shell remote access, which is $22$.

SMTP Port

The port used for sending email, which is $25$.

IMAP Port

The port used for receiving email while keeping it on the server, which is $143$.

POP3 Port

The port used for receiving email, which is $110$.

RDP Port

The port used for Remote Desktop Protocol, which is $3389$.

FTP Port

The port used for File Transfer Protocol, which is $21$.

ipconfig

A command used to show the current IP configuration of a machine.

ipconfig /release

A command used to release the current IP address allocated by DHCP.

ipconfig /renew

A command used to renew the IP address lease from the DHCP server.

ping

A command line tool used to test connectivity to a specific network address.

nslookup

A command line tool used to check DNS resolution for a specific domain.

tracert

A command line tool used to trace the path packets take across a network to a specific address.

netstat -an

A command used to show all active network connections and listening ports.

tasklist

A command used to provide a list of all currently running processes.

taskkill /PID

A command used to forcibly end a specific process using its Process ID ($PID$).

Phishing

A security threat involving fraudulent emails that attempt to obtain sensitive information.

Ticketing Systems

Software tools like ServiceNow or Zendesk used to track and manage user support requests.

Remote Access Tools

Software such as TeamViewer or AnyDesk used by technicians to control a user's computer remotely.

Ctrl + Alt + Delete

A keyboard shortcut used to access the Task Manager or system security options.

Win + R

A keyboard shortcut used to open the 'Run' dialog box.

Win + L

A keyboard shortcut used to lock the computer instantly.

Active Directory

A Microsoft service used for basic administrative tasks such as password resets and user management.