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Q1. A user is experiencing a software application error. The user contacts a technician for support. Which of the following will allow the user to issue an invitation to the technician in this scenario?
A. Remote desktop
B. Remote assistance
C. telnet
D. FTP
Answer: B
Q2. An end-user is attempting to access a file-sharing site to download files shared by a customer, but is receiving a message stating the site has been blocked. Which of the following is the MOST likely cause of this issue?
A. Antivirus software
B. Internet connectivity issues
C. Ransomware infection
D. Content-filtering
Answer: D
Q3. A user has an LCD and a CRT monitor attached to their workstation. The colors are slightly off on the CRT but not the LCD. Which of the following controls should be used in troubleshooting?
A. Geometry
B. Contrast
C. Brightness
D. Degauss
Answer: D
Q4. Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry and would like a quick solution that would most likely fix the issue. Which of the following methods can the technician use?
A. Initiate a factory reset
B. Perform a hard reset
C. Remove the MicroSD card
D. Rollback the OS update
Answer: B
Q5. A user advises that a computer is displaying pop-ups when connected to the Internet. After updating and running anti-malware software, the problem persists and the technician finds that two rogue processes cannot be killed. Which of the following should be done NEXT to continue troubleshooting the problem?
A. Run msconfig to clean boot the computer
B. Run Event Viewer to identify the cause
C. Run System Restore to revert to previous state
D. Run Recovery Console to kill the processes
Answer: A
Q6. An administrator is in a Remote Assistance session, sharing a user’s desktop. While trying to map a shared network drive for the user, an “access denied” error is encountered while using the user’s credentials. Which of the following should be the administrator’s NEXT step?
A. Ensure the user’s account is not locked out
B. Use the fully qualified domain name of the share
C. Open the location with administrator privileges
D. Try mapping with a different drive letter
Answer: C
Q7. A recent data breach has revealed that compromised files contained employee photos, names, and addresses. This information is sensitive because it is considered to be:
A. a detriment to employer/employee relations.
B. personally identifiable information.
C. a violation of information access policies.
D. proof of employee corporate affiliation.
Answer: B
Q8. A network administrator notices a new WiFi connection has appeared as a wireless network choice and is always at the top of the list. As a result, users are constantly trying to connect to the wrong network. Which of the following should the administrator do to correct this issue?
A. Adjust the wireless router antennas to 90 degrees clockwise from the current position.
B. Ask the new wireless network owner to adjust the radio power level so it is listed below the company’s network.
C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
D. Change the company’s channel to a lower number than the new network’s channel.
Answer: C
Q9. A user, Ann, reports that she suspects her workstation has malware. Joe, the technician, confirms malware exists and starts the process of removing the malware. Which of the
following is the FIRST step he should take in removing the malware?
A. Disable antivirus
B. Disable system restore
C. Enable hard drive encryption
D. Format the hard drive
Answer: B
Q10. DRAG DROP
A technician has verified that Joe, a user, has a malware infection on his desktop. Drag and drop the following malware remediation techniques in the correct order Joe should follow to alleviate this issue.
Answer:
Q11. Which of the following Windows OS capabilities allows modern Windows versions to run applications written for older versions natively?
A. Microsoft Virtual PC
B. Compatibility mode
C. Hyper-V
D. Virtual XP mode
Answer: B
Q12. A customer calls the help desk to report an issue. The customer suggests that the problem is hardware related, but the technician knows from the description that this is not the case. Which of the following is the BEST course of action for the technician?
A. Follow the customer’s prescribed course of action.
B. Convince the customer to take a better course of action to resolve the issue.
C. Explain why the customer’s prescribed course of action is incorrect.
D. Acknowledge the customer’s input, but follow another course of action.
Answer: D
Q13. A technician is called into the office during a thunderstorm. Users are reporting that machines are intermittently powering off. Which of the following will BEST prevent user data loss?
A. Auto save
B. A surge protector
C. An ESD mat
D. A UPS
Answer: D
Q14. A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures should be used to prevent damaging the new part?
A. Ground the computer and remove jewelry.
B. Self ground and handle the new card by the edges.
C. Place the computer on an ESD mat.
D. Attach an ESD strap to the new card during handling.
Answer: B
Q15. A technician is tasked with repairing a Windows 7 system including the removal of recently installed files and software. Which of the following system restoration methods would be the LEAST destructive way to achieve this?
A. System Restore
B. System Image Recovery
C. CHKDSK
D. Windows Memory Diagnostic
Answer: A