Cisco Certified Support Technician CCST IT Support Quick Facts (2025)

Exam Domain Breakdown

Domain 1: IT Support Job Tasks and Responsibilities (17% of the exam)

1.1 Define key help desk concepts.

• Queue management, time management, ticketing systems, service level agreement (SLA), key performance indicators (KPIs).

1.1 summary: This section introduces the central framework behind efficient support desk operations. You will learn how to prioritize tickets, measure performance through KPIs, and align tasks with SLAs to ensure consistent quality of service. Understanding queue management and time allocation helps you deliver timely and effective solutions that meet organizational goals.

The emphasis is on developing a structured and proactive approach to support delivery. Mastering these concepts will allow you to balance workloads and maintain open communication with users, ensuring that issues are documented, tracked, and resolved effectively with a customer-first mindset.

1.2 Prepare documentation to summarize a customer interaction.

• Creating a clear, concise, factual, and comprehensive description of the problem, the troubleshooting steps, and the results obtained.
• Documenting in such a way that the documentation is useful for future interactions.

1.2 summary: Documentation is a core skill for any IT support professional. In this section, you will learn to record technical issues accurately, describe the resolution steps clearly, and structure notes that other team members can use for future reference. Effective communication in written form enhances collaboration and reduces repeat troubleshooting efforts.

You will focus on consistency and precision, ensuring that every support interaction becomes a learning opportunity. A well-documented case not only aids future problem-solving but also improves the customer experience through transparency and professionalism.

1.3 Describe the problem solving process.

• Define the problem.
• Gather detailed information.
• Identify a probable cause of the failure.
• Devise a plan to resolve the problem.
• Make necessary changes to implement the plan.
• Observe the results of the changes.
• If the problem is not resolved, repeat the process.
• Document the changes made to resolve the problem.

1.3 summary: This section guides you through the logical flow of troubleshooting in IT support. You will explore how to identify problems, collect relevant details, and design a structured plan to fix the issue. Each step emphasizes clarity and persistence, enabling you to progress confidently and adjust when necessary.

By applying this process, you develop a mindset of continuous improvement and attention to results. Capturing your actions and conclusions ensures that your solutions add long-term value, fostering reliability and trust in every customer interaction.

Domain 2: Hardware Issues (17% of the exam)

2.1 Demonstrate how to follow basic safety procedures.

• Electrical shock, ESD, fire, and personal safety.

2.1 summary: This section reinforces the importance of maintaining safety while working with computer hardware. You will become familiar with electrostatic discharge precautions, safe handling practices, and how to prevent injury or equipment damage. Understanding safety protocols is the foundation of professionalism in hardware support.

By applying these principles routinely, you contribute to a secure work environment and reassure clients that their systems are handled responsibly. Safety awareness underlines your reliability and commitment to quality service.

2.2 Assist end users in using tools to locate information about their device.

• Information: host name, hardware (processor, memory, disk space), operating system version, IPv4 address, IPv6 address, MAC address.
• Windows tools: Task Manager, System Information, Event Viewer, ipconfig.
• MacOS tools: Activity Monitor, About This Mac, System Settings, Console, ifconfig.

2.2 summary: Here you will learn how to access system details and performance indicators using native operating system tools. Recognizing how to locate and interpret information such as IP addresses, device identifiers, and hardware configurations is key to effective troubleshooting.

This knowledge allows you to diagnose issues accurately and communicate findings with precision. It also helps users understand their devices better, fostering trust and collaboration during support sessions.

2.3 Assist end users in locating, identifying, and understanding the characteristics of various ports and cables.

• Video ports: HDMI, USB-C, DVI, DisplayPort, VGA.
• USB-A, USB-B, USB-C, Micro USB.
• Serial ports.
• RJ-45, UTP, STP.
• Common types of power cables (desktop, laptop, mobile).
• Thunderbolt 3/4 (USB-C).
• Converters.

2.3 summary: You will explore different port types and cabling standards used across computing environments. Recognizing the physical characteristics of connectors and understanding their functions allows you to guide users accurately when setting up or troubleshooting devices.

With fluency in this area, you can confidently assist users connecting peripherals or displays and explain compatibility or adapter requirements. Your ability to explain hardware interfaces enhances both speed and clarity in support scenarios.

2.4 Identify, install and upgrade various components in a desktop computer.

• Identifying the processor and motherboard.
• Identifying, installing, and upgrading RAM, peripherals (graphics cards, wireless cards, Bluetooth cards), and internal storage devices (SATA, SSD, NVMe, M.2).
• Interfaces and expansion card compatibility.
• Using Device Manager to manage drivers.
• E-waste best practices for disposing of components.

2.4 summary: This section builds your hands-on capability with desktop hardware. You will learn how to upgrade and replace components safely and efficiently, ensuring compatibility among system parts. The use of Device Manager highlights how drivers and firmware affect performance.

In addition to upgrade knowledge, you will explore sustainability practices for hardware lifecycle management. Understanding e-waste guidelines demonstrates environmental responsibility, an increasingly key aspect of modern IT roles.

2.5 Investigate commonly encountered hardware issues.

• Basic troubleshooting: plug in, connected to power, powered on.
• Application compatibility requirements: processor architecture, RAM requirements, GPU requirements, disk space.
• Using Device Manager to identify issues with hardware.
• Device status indicators.
• Awareness of firmware updates (benefits and dangers).

2.5 summary: This section focuses on practical approaches to resolving hardware issues. You will investigate power-related problems, compatibility mismatches, and device status readings using operating system tools. Identifying root causes quickly helps keep systems running effectively.

Balancing technical accuracy with user communication is emphasized. You also learn to approach firmware updates thoughtfully, appreciating their benefits for improvement and the care they require for safe application.

Domain 3: Connectivity and Resource Access Issues (17% of the exam)

3.1 Assist users with establishing access to network-based resources.

• Basic knowledge of common directory services: Active Directory, Cloud-based access management (Entra ID and AWS IAM).
• Multifactor Authentication (authenticator apps and other methods).
• Mapping a shared drive, including SMB and cloud drive (S3 bucket, OneDrive, Google Drive, Dropbox, Box, etc.).
• Using Gpupdate/adgpupdate to force a group policy update.
• Resetting passwords.
• Checking membership in security and distribution groups to determine whether there is an issue.
• Verifying permissions.

3.1 summary: This section teaches you how to help users connect securely to organizational and cloud-based resources. You will learn directory fundamentals, authentication practices, and how access rights are managed. Understanding these components allows you to resolve access issues efficiently and maintain system integrity.

You will also practice guiding users through common account- and permissions-related actions, such as password resets and shared-resource mapping. These skills support smooth collaboration and reliable access management across teams.

3.2 Troubleshoot commonly encountered connectivity issues with peripherals.

• Printers: connectivity to printer, assisting a user in using a multifunction device, loading paper, fixing a paper jam, clearing print queue, swapping toner.
• Fax.
• Headphones.
• Microphones.
• External drives.
• Scanners.
• Webcams.
• Keyboard, mouse, pointing devices (wired and wireless).
• Tactile/interactive input devices (flat panels).
• Teleconferencing devices (Webex Desk Pro screens).

3.2 summary: You will strengthen your ability to support external device connections. This includes understanding how to pair, configure, and maintain peripherals such as printers, webcams, and audio devices for consistent functionality.

Through these examples, you will become comfortable managing device communication across USB, Bluetooth, and network connections. Mastery here enhances both user satisfaction and system reliability in everyday IT operations.

3.3 Examine basic end-device connectivity to the network.

• LAN (wired) access vs. WLAN.
• Purpose of DNS.
• Purpose of DHCP, recognizing self-assigned IP addresses (APIPA).
• Purpose of DHCPv6 (recognizing a link-local address instead of a global address).
• IP address ranges (is it in the right subnet, public and private).
• Default gateway.
• WLAN SSID.
• Using the following commands to verify connectivity — Ipconfig/Ifconfig.
• Using the following commands to verify connectivity — Traceroute/tracert.
• Using the following commands to verify connectivity — Ping.
• Using the following commands to verify connectivity — Nslookup.
• Using the following commands to verify connectivity — Netstat.
• Using the following commands to verify connectivity — Ping6.
• Using the following commands to verify connectivity — Traceroute6.
• Using the following commands to verify connectivity — Iproute2 (ip add, ss).
• Purpose of a firewall and how it might impact connectivity.

3.3 summary: This section develops your core networking troubleshooting skills. You will learn to distinguish between local network types, interpret IP addressing, and use key diagnostic commands. Understanding DNS, DHCP, and gateways will help you link user connectivity symptoms to underlying causes.

You will also explore firewall impacts and how to verify device and network readiness. Mastering these tests ensures fast diagnostics and restores user connections with confidence.

Domain 4: Operating System and Application Issues (17% of the exam)

4.1 Assist users in resolving Windows operating system issues.

• Display settings, multiple displays, brightness.
• BitLocker codes.
• Windows and application updates.
• Clearing the browser cache.
• Terminating processes with Task Manager.
• Assisting the customer in backing up and restoring personal data with cloud-based tools (OneDrive).
• Boot sequence, booting to safe mode.
• Power management.
• Accessibility features.

4.1 summary: This section guides you through practical Windows support tasks. You will learn to troubleshoot display settings, manage security codes, and perform actions like cache clearing and update checks to optimize performance.

In addition, you will support users in backup routines and data recovery. With these tools, you become proficient at maintaining secure, stable systems and providing users with greater independence in managing their devices.

4.2 Assist users in resolving MacOS operating system issues.

• Display settings, multiple displays, brightness.
• Allowing applications the necessary permissions.
• Mounting external drives.
• Clearing the browser cache.
• AirDrop.
• Terminating processes with Activity Monitor.
• Assisting the customer in backing up and restoring personal data with cloud-based tools (iCloud and Time Machine).
• Power management.
• Accessibility features.

4.2 summary: You will develop the ability to troubleshoot MacOS effectively, covering system preferences, drive mounting, and file-sharing tools like AirDrop. By recognizing how permissions and resource usage affect performance, you can minimize disruptions and maintain responsiveness.

Your experience assisting with device backups and accessibility options ensures that macOS users stay productive. You will help design a seamless, secure support experience that promotes proficiency and user confidence.

4.3 Assist users in resolving mobile device issues.

• Restarting the phone, phone not charging, connectivity, email setup, mobile apps, collaboration software, basic understanding of MDM.
• Device OS: iOS, Android.

4.3 summary: This section highlights troubleshooting for mobile devices on popular operating systems. You will work through battery, connectivity, and sync issues while enabling users to navigate collaboration tools effectively.

By mastering simple techniques that restore device reliability, you enhance your ability to support mobile-first environments. These skills translate directly into strong customer rapport and quick resolutions.

4.4 Describe virtualization and cloud terminology.

• Cloud providers - Amazon Web Services (AWS), Microsoft Azure and Google Cloud Platform (GCP).
• Virtual machines and hypervisors.
• Recognizing cloud models in order to direct the incident to the right team.

4.4 summary: Virtualization and cloud are core concepts shaping modern IT. This section helps you distinguish between providers, instance types, and service models, preparing you to manage support tickets effectively.

You will learn when to escalate issues to specialized teams and how to communicate using accurate terminology. This understanding ensures users receive targeted assistance and strengthens collaboration across departments.

4.5 Assist users in resolving common application issues.

• Marketplace or approved application installation — Untrusted/unknown sources.
• Email, collaboration, productivity applications.

4.5 summary: You will concentrate on supporting users through basic application issues, including installation and functionality concerns. This involves guiding users toward approved sources and explaining application settings that enhance performance and security.

By providing consistent, clear directions, you promote secure software usage and reduce repetitive issues. Effective communication and understanding of user context create lasting satisfaction.

Domain 5: Common Threats and Preventions (16% of the exam)

5.1 Describe security threats to the end user, perform basic investigation, and escalate to the appropriate team.

• Threats: phishing, malware, spam, unauthorized access attempts, spoofing.
• Helping the user run a malware scan.
• Strong passwords and good password practices.

5.1 summary: This section focuses on identifying and mitigating common security risks. You will explore types of threats that affect users and gain practical skills in performing scans and guiding basic remediation steps.

Your ability to recognize warning signs and advise preventive action reinforces data protection and organizational safety. You also learn when and how to escalate incidents to security specialists.

5.2 Recognize how to avoid becoming a victim of social engineering attacks.

• Awareness that a help desk technician is a prime target for social engineering attacks.
• Phishing, impersonation, etc.

5.2 summary: You will study how social engineering attempts target IT personnel and end users. Recognizing tactics like phishing and impersonation prepares you to maintain information integrity.

By understanding attacker behavior, you can apply preventive controls and educate users on best practices. Staying alert to social cues keeps sensitive data secure and enhances trust in your team.

5.3 Recognize how company policies and confidentiality guidelines protect user data.

• Identifying confidential, propriety, and personally identifiable information (PII) data.

5.3 summary: This section strengthens your knowledge of data protection principles and compliance standards. You will learn how to handle confidential and proprietary information responsibly while respecting privacy rules.

Comprehending company data policies ensures you maintain accuracy and accountability in every support activity. In turn, this commitment safeguards both users and organizational reputation.

Domain 6: Job Tools (16% of the exam)

6.1 Use remote access software to connect to end user devices and perform remote support tasks.

• Remote Desktop, Remote Assistance, Cisco Webex, Remote Management, TeamViewer, Virtual Network Computing (VNC), PC Anywhere.

6.1 summary: This section explores tools that enable direct yet secure remote support. You will practice connecting to devices across various platforms to diagnose and resolve real-time issues with minimal disruption.

Competence with these tools enhances efficiency and expands your ability to assist users from anywhere. Your skillful application of remote utilities demonstrates both technical capability and customer care.

6.2 Use appropriate troubleshooting tools to research an issue and update internal documentation with findings.

• AI: query AI to research an issue, limitations of AI, ethical considerations for AI, privacy and security risks, difference between predictive and generative AI.
• Using search engine results.
• Technical forums.
• Knowledge base articles (industry and internal).

6.2 summary: This section develops your research proficiency and information accuracy. You will learn how to leverage AI responsibly, evaluate web resources, and use internal knowledge bases to deliver reliable solutions quickly.

Understanding ethical considerations and privacy protection strengthens each decision you make. By documenting consistent and verified solutions, you help maintain a living support knowledge system for the whole organization.