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Technical Help Desk


Our Technical Help Desk test measures your knowledge of core end-user problems using common office software and hardware. Designed for experienced help desk professionals, this test covers the following topics: Computer Systems, Configuring PC Peripherals, Hardware, Help Desk Operations, Networking, PC and System Terminology, Security, Software, Troubleshooting Process, and User Problems.

This test is associated with a Job Role. Please visit the Job Role Center for more details.


Once you request a test, your Personal Identification Number (PIN) will be stored in your My Plan for easy access. You will have 90 days in which to take the test you requested.

Test Outline


Computer Systems
Hardware and Site Preparation
OS Software
Software Applications
Configuring PC Peripherals
External Hard Drives, NAS, and SANs
Printers and Other External Peripherals
Smartphones and Tablets
USB and HDMI Standards and Devices
Configuration Tasks
Installation and Compatibility
System Component Upgrades
Help Desk Operations
Call Tracking
Service Requests
Configuration of TCP/IP and Other Communication Protocols
IP Routing and Configuration
Installation and Configuration of Network Hardware
PC and System Terminology
Internet and Networking
Software and Hardware
Internet Access, Proxy and Socks Servers
Password Resets, User Rights, and Systems Audits
Configuration and Performance Issues
Installation and Compatibility Issues
Troubleshooting Software Problems and Applying Patches
Troubleshooting Process
Diagnostic and Repair Tools
Problem Solving Strategies
User Problems
Backing Up and Restoring Data
Common Errors
Training and Special User Needs