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Purpose of an IP address

Assigns a unique identifier to a device so data can be sent and received correctly.

Private IP Range (Class A)

10.0.0.0 – 10.255.255.255

Private IP Range (Class B)

172.16.0.0 – 172.31.255.255

Private IP Range (Class C)

192.168.0.0 – 192.168.255.255

Public IP Address

Any IP not in a private range; routable on the internet.

APIPA Range

169.254.0.0 – 169.254.255.255

APIPA meaning

DHCP failed or unreachable; device self-assigns IP and cannot access network properly.

Loopback Address

127.0.0.1, used to test the local machine.

Purpose of subnet mask

Separates the network portion and host portion of an IP address.

DNS purpose

Translates domain names into IP addresses.

DNS ports

TCP/UDP 53

Command to test connectivity

ping

Command to clear DNS cache

ipconfig /flushdns

DHCP ports

UDP 67 and 68

HTTP port

80

HTTPS port

443

Router vs Switch

Router connects different networks; switch connects devices within the same network.

Most likely cause of 169.254.x.x address

DHCP server unreachable or failing.

Is 192.168.99.55 private?

Yes

Is 172.16.1.3 private?

Yes

Is 172.32.1.244 private?

No, private range ends at 172.31.x.x

Is 10.255.256.1 valid?

No, 256 is invalid in IP addressing.

Is 1.2.3.4 a valid IP?

Yes

Is 192.168.255.1 valid?

Yes

How are help desk tickets prioritized

By business impact, not by who complains first.

Which ticket should be handled first

Security issues or issues affecting many users.

Should SLAs affect ticket priority?

Yes, SLAs define response and resolution times.

Prioritizing tickets with equal impact

By intake time.

What to do when blocked by another team

Continue updating the user even if there is no progress.

Handling an issue when specialist is out

Take ownership, gather details, troubleshoot, escalate if needed.

How to update users while waiting on another team

Update them regularly even if there is no new information.

Which ticket first (CEO, CFO virus, Accounting, Sales)

CFO virus — highest security risk.

Why help desks exist

Provide support, reduce downtime, track issues, keep business running.

System that manages users in large organizations

Active Directory (AD)

Steps for expired AD password

Reset in ADUC and require password change at next logon.

Why user cannot access shared drive

Permissions removed or changed; verify and restore.

Used to remotely access Windows desktops

Remote Desktop Protocol (RDP)

False statement about RDP

“Only used for IT support” is false.

Best secure remote access for traveling employees

Company laptop with VPN.

Best long-term remote work solution

VPN

TCP vs UDP

TCP is reliable; UDP is faster but unreliable.