Question1: A customer's Windows 7 Home Premium computer displays a stop error and automatically reboots. Which of the following system utilities can a support technician use to find more information about the cause of the error?
Question2: A technician has imported a .dll to fix a missing .dll issue on a PC. The application still does not run correctly and is reporting that the .dll is missing. Which of the following tools would the technician use to complete the import of the .dll?
Question3: A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:
Question4: Which of the following is used for building entry and computer access?
Question5: A coworker asks a technician for help understanding an email request while the technician is on a call assisting a user. Which of the following is the BEST response the technician can give the coworker?
Question6: A user needs to shrink the partition size of a hard drive encrypted with BitLocker. Which of the following is the BEST option to modify the size of the partition?
Question7: A computer on a Windows domain has been identified as not having the most current policy. Which of the following tools would a technician run on the local machine to rectify this?
Question8: A customer reports very slow wireless connection speeds in the new office. Which of the following tools should a technician use to troubleshoot the issue?
Question9: A user needs their email set up on their iOS device. The email needs to synchronize all changes made with the server and the PC. Which of the following would the technician use to accomplish this?
Question10: A technician needs to format a new drive on a workstation. The technician will need to configure read attributes to specific local files and write extended attributes to specific folders. Which of the following will allow the technician to configure these settings in a Windows environment?
Question11: A PC technician has been asked to verify certain Group Policies applied on a workstation. Which of the following commands should be run on the workstation?
Question12: A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices?
Question13: A user needs to connect securely to the company network while working from a hotel room. Which of the following would the user need available to accomplish this?
Question14: The system administrator is tasked with installing Windows to 100 computers over the network. The systems administrator needs to remove system-specific identifiers. Which of the following would the system administrator use to accomplish this?
Question15: A user calls the help desk because a folder containing critical business files is missing from the local drive.
The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the "Prior Versions" tab.
According to the theory of troubleshooting, which of the following is the technician's NEXT step?
Question16: A technician has been informed by the IT security manager that a vulnerability has been discovered in the wireless router. The vulnerability could allow an attacker to take remote control of the device. Which of the following should the technician perform to address the issue?
Question17: A company wants all new PCs to have a standard sleep and hibernate schedule. Which of the following would allow this to be accomplished?
Question18: A Windows PC suffered a bad update, so a systems administrator removed the update. Which of the following tools should the systems administrator run to ensure the Windows files are not corrupted?
Question19: A technician's is onsite troubleshooting a user's issue and receives a call from another customer. Which of the following is the BEST course of action for the technician to take in this situation?
Question20: A user notices the social media apps are constantly updated with the user's precise location. The user is worried about privacy and would like to keep this information from being broadcast online. Which of the following features should the user adjust in order to accomplish this?
Question21: A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident response technician responds and verifies the user has indeed been violating company policy. Which of the following would be the next BEST step for this technician to perform?
Question22: A user wants to reuse a flash drive and ensure that no one can view the previous data. Which of the following is the BEST way to accomplish this?
Question23: An administrator wants to give a user limited access rights in Windows Vista so that the user can install printers and create local user accounts. Which of the following accounts should the administrator create for the user?
Question24: A PC technician is configuring IP addresses on a Windows system that has multiple NICs. Which of the following commands would show the IP addresses configured on each network interface?
Question25: A technician needs to repurpose a hard drive that has confidential information on it. Which of the following methods is MOST appropriate?
Question26: A computer was recently infected by malware after a flash drive was plugged in. The user, Ann, indicates she never opened any files or folders from the flash drive. A technician needs to prevent this from occurring in the future. Which of the following would accomplish this?
Question27: A technician is removing malware from a computer in safe mode and is having trouble with one of the infected files. The anti-malware suite is unable to remove or quarantine it and the system will not let the technician manually delete it, even though it is not in use. Which of the following can the technician use to remove the file?
Question28: A technician in a call center is on a particularly frustrating repair call. Which of the following BEST represents what the technician should do during the call?
Question29: An administrator must upgrade multiple workstations with a new image being deployed using Windows Deployment Services. Which of the following client-side boot methods initiates the deployment of the new image?
Question30: Which of the following is a security threat that disguises itself as legitimate software?
Question31: A technician wants to delete all information from a laptop so it is not recoverable, but needs to repurpose the laptop drive for future use. Which of the following is the BEST option to accomplish this task?
Question32: A technician wants to change the security level for a set of internal websites accessed frequently by a user.
Which of the following Control Panel utilities would allow the technician to complete this task?
Question33: A user wants to see the file extensions for all files when navigating the desktop's file structure. Which of the following Control Panel utilities should the technician access to configure the display of file extensions?
Question34: A user in a corporate environment needs to have a laptop device repaired and takes the device to the appropriate technician. Which of the following should the technician offer to the user in order to maintain professionalism?
Question35: While navigating a Windows machine through command prompt, which of the following commands will a technician use to display the contents of the current folder?
Question36: A computer is displaying a pop-up message demanding payment or the hard drive will be encrypted.
Which of the following BEST describes this type of malware?
Question37: 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:
Question38: A technician is trying to perform a new installation of an operating system on a computer without an optical drive. Which of the following boot sources can be used?
Question39: A company has subscribed to a cloud service, paying monthly for a block of services and being billed incrementally when they exceed the monthly fee. Which of the following cloud concepts does this represent?
Question40: Which of the following Linux commands is used to configure an Ethernet address?
Question41: SIMULATION
A user has installed two new drives in one of the computers in the computer lab and has been unable to format Disk1 from the command prompt.
The lab requires that Disk1 be a dynamic disk configured with two partitions. The first partition must be
256,000 MB in size and mapped to drive F The second partition must be 512,000 MB in size and mapped to drive G.
The new partitions must be formatted to ensure that users' files can be secured from other users and that disk must be configured to account for future redundancy.
Instructions: Conduct the necessary steps within the Disk Manager to accomplish these tasks. When you have completed the simulation, please, select the Done button to submit.
Question42: A technician has just installed a video card in a PC. The video card is not working, although it was working fine on the test bench. Which of the following Windows tools should the technician use to start troubleshooting the problem?
Question43: SIMULATION
You need to configure your mobile device to send and receive electronic messages from your company.
You must use the company's WLAN as all e-mail services are on default non-secure ports. The company's WLAN is broadcasting across the company for easier access. Both incoming and outgoing servers requires login credentials. These are the proper parameters:
Username: [email protected]
Password: P@$$w0rd
Outgoing server: mail.techies.com
Incoming server: pop3.techies.com
Company SSID: Techies
40-bit Key: CA:FE:33:71:00
Instructions: When you have completed the simulation, please select the Done button to submit. Once the simulation is submitted, please select the Next button to continue.
Question44: A user starts up a PC and notices it appears to boot from CD or DVD-ROM, but after a few seconds continues to boot into Windows. Once Windows starts up, Media Player opens and starts playing music.
Which of the following is MOST likely occurring?
Question45: A new virus has been spreading via USB flash drives when they are plugged in. An administrator has been tasked with securing the workstations. Which of the following should be done FIRST?
Question46: A technician is running a Cat 5 cable from the IDF to a user's PC in the office. Which of the following should the technician use for safety reasons?
Question47: An employee was arrested after it was determined that an office computer was used for illegal activity that damaged the company. Which of the following MUST be documented on the employee's computer to ensure the evidence is admissible on court?
Question48: A technician is installing a wireless network and wants to limit the signal available outside the building.
Which of the following would help accomplish this?
Question49: A corporate customer has contacted a technician about a database issue. After a reboot, no one can connect to the database. When the technician arrives on-site, the database service is not started. The technician starts the service, and the database comes up without issue. After some testing, the technician realizes the database service is coming up to quickly on startup before dependent services can start.
Which of the following is the BEST solution?
Question50: A home user receives a call from a technician who claims to be with a virus control company. The technician explains that the user's PC is infected with harmful viruses. The technician instructs the user how to get to the Event Viewer where all errors can be seen. The technician claims this problem can be fixed for money. Which of the following threats has the user been a victim of?
Question51: An end user calls the company's IT service desk to report an inability to open encrypted emails on a mobile device. Which of the following BEST represents a possible cause?
Question52: An IT manager needs to reimage 30 computers in a lab. The image has already been created and is ready to be deployed via the network. Which of the following tasks should be completed FIRST?
Question53: A newly deployed Windows PC cannot connect to the antivirus server on the local network for updates, but it can connect to other file servers and printers without issue. Which of the following is the MOST likely cause of this issue?
Question54: 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?
Question55: A technician is upgrading a computer to Windows 7 Professional 64-bit version. The current OS is Windows Vista 32-bit. Which of the following methods should the technician use?
Question56: An end user receives an unsolicited and unencrypted email containing a co-workers birth date and social security number. The end user should immediately contact the IT department and report a violation of which of the following policies?
Question57: A technician is tasked with removing a virus file that created a custom service. The technician has located the file to be removed using an antivirus scanner, but the scanner did not successfully remove the file.
When the technician attempts to manually remove the file, an error message appears that says, "The file is in use by another program." Which of the following tools would be the BEST to use to correct the issue?
Question58: A technician installs a new application and restarts the computer. After signing in to Windows, an error message appears stating that the application did not start automatically as intended. After confirming the software has installed correctly, which of the following tools would be used to troubleshoot this problem?
Question59: Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk?
Question60: Which of the following Windows utilities would MOST likely be used to identify system errors?
Question61: As part of a security review at a financial institution, the organization evaluates the potential implementation of physical controls intended to prevent an unauthorized person from following someone into a secure facility. Which of the following controls would BEST address the organization's requirements?
Question62: A technician has received a call from a user who opened an application and was presented with an error message stating the application has failed to load properly and will now close. The user has rebooted the PC several times and keeps getting the same message. The user has administrative rights on the local machine. Which of the following tools should be used to resolve this issue QUICKLY?
Question63: Which of the following is a security best practice?
Question64: A computer repair technician must open a computer case to remove and replace a graphics card. An ESD mat and strap are not available. Which of the following should be done PRIOR to touching the components? (Select two.)
Question65: An administrator has verified that a PC has no Internet connectivity. Using ipconfig shows that the IP address for the machine is completely different than the assigned network address. After using ipconfig
/releaseand ipconfig /renew, the computer is still assigned the same address. Which of the following is MOST likely the cause of the issue?
Question66: 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?
Question67: A technician is tasked with analyzing computer settings managed by Microsoft Group Policy configuration.
The technician wants to print a report to an HTML file for offline review. Which of the following Windows command line tools would allow the technician to accomplish this task?
Question68: The digitizer on a user's smartphone intermittently stops working. Which of the following is MOST likely the issue?
Question69: Which of the following security threats happens when another person enters a secured area with an authorized person?
Question70: A technician is working a trouble ticket for a user. After addressing the issue, the technician asks the user to verify functionality. The user confirms the system is functioning, but the computer's speakers now emit an irritating noise. The technician states this is a byproduct of the solution, and the user will eventually get used to the noise. Which of the following professionalism principles is the technician failing to address?
Question71: A SOHO customer has taken precautions against malware and viruses on a Windows 8 workstation. After implementing the precautions, standard applications are crashing or failing to start. Which of the following could be used to remedy the customer's issue after a virus scan reports no infections?
Question72: A technician needs to install a clean Windows OS on several laptops in the office. The office is running a
100Base-T network. The owner would like the installations completed as soon as possible. Which of the following installation methods should the technician use?
Question73: A user calls the helpdesk reporting that when accessing the company portal, it redirects to an unfamiliar website. Which of the following steps would the technician take to resolve this issue using best practices?
Question74: A technician is installing the latest OS on a user's system. The user wants all of the settings and files to remain intact during the installation. Which of the following upgrade methods should the technician use?
Question75: 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?
Question76: A user is trying to connect to a new access point with a laptop. The laptop is already able to connect to older access points. The user can see the SSID, but the new access point will not allow the user to connect. The user verifies the correct password is being used. Recently issued devices are able to connect to the new access point. Which of the following is the BEST way to restore this situation?
Question77: A small business has an open wireless network so vendors can connect to the network without logging in.
The business owners are concerned that a nearby company is connecting and using the wireless connection without permission. If the small business requires that the network remain open, which of the following configuration settings should be changed to address these concerns?
Question78: A technician is tasked to change the number of CPU cores available to the OS to enhance productivity.
Which of the following tools would allow the technician to perform this task?
Question79: Ann, an end user, receives a call from someone claiming to be from the help desk and asking for her username and password to prevent her email box from being deleted immediately. Which of the following BEST describes this type of attack?
Question80: Joe, an end user, reports that his computer is displaying numerous pop-up advertisements and is performing very slowly during the workday. Which of the following tools should the technician use FIRST to troubleshoot this issue?
Question81: Which of the following file formats does Android use for application installation?
Question82: Which of the following is the FASTEST way for a user to synchronize data between an iPhone and a work PC?
Question83: A technician opens a customer's computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer?
Question84: A technician is noticing extremely slow performance on a computer and would like to see what application is consuming resources. Which of the following tools should the technician use to view the system performance?
Question85: A network administrator has moved several users' folders to a different server. After mapping to the new shared drive, the users can access each other's' files. Which of the following could be the cause of this issue?
Question86: A user running Windows 7 has reported that a computer has crashed and a BSOD displayed. The computer was restarted and now the user reports that it is running slower than usual, especially when multiple programs are open at the same time. The technician knows the system has 8GB of memory (2x
4G DIMMS), and suspects that the system has a faulty memory module and has disabled one of the DIMMs. Which of the following would a technician do to confirm that the OS is now only detecting 4GB of memory?
Question87: A technician wants to decrease the risk of unauthorized users being able to use an unattended computer.
Which of the following actions should the technician take to accomplish this goal?
Question88: A technician has just upgraded RAM on a user's workstation from 4GB to 8GB. The technician now wants to adjust the page file size on the system to the recommended Microsoft settings. Which of the following should be entered for the "Min" portion of the page file setting if using these best practices?
Question89: A technician is installing a new router at a computer that wants to protect the configuration of the DMZ. To prevent unauthorized remote access, which of the following should the technician perform when installing a new wireless router?
Question90: A user tries to login and receives the error message "The User Profile Service failed to login. User Profile can not be leaded." Which of the following should be the FIRST method to troubleshoot the issue?
Question91: A user's personal laptop was hacked. A technician troubleshooting the issue discovers the user used the numbers 123456789 as their account password. The user has not changed the password in two years.
Which of the following best practices should the technician recommend the user implement to prevent future hacking? (Select TWO).
Question92: A user has a new web email account and asks a technician for help with setting up email on a tablet. The user would like for the email to only be stored on this tablet. Which of the following email server setting types would the technician use to accomplish this task?
Question93: A file is moved from one folder to another within the same disk volume. Which of the following will happen to the permissions on the file?
Question94: After confirming BIOS support, technician has added a second video card and a new sound card to a computer's motherboard. The computer continuously restarts. This is an indication of which of the following.
Question95: A customer has started a cloud initiative and would like to make the log-in process to a different application easier for users. The customer has also requested the login process initiate from the same portal. As a technician, which of the following tools will be the BEST solution?
Question96: A user frequently travels with a Windows laptop and connects to several wireless networks. At a new location, the user reports that the locally shared printers are not available on the wireless connection.
Which of the following would be causing the issue?
Question97: A technician is using a domain account to access files located on a server at the path \\computername\C$.
The technician receives an "Access denied" error message. Which of the following is MOST likely the cause of the error?
Question98: An office manager mistakenly uninstalled a valuable application. Which of the following utilities may allow the manager to correct this issue?
Question99: Which of the following tasks is automatically added to the task scheduler in Windows to keep hard disk performance up?
Question100: An administrator is installing a WAP in a fitness center. There will only be five devices that should have access to this, and they are all company owned. Users do not want to put in a password when they connect these devices to the wireless. Given this scenario, which of the following is the MOST secure method of deployment?
Question101: A user reports several technicians have been unable to solve a problem and requests that the technician on the phone comes out to fix the problem because the user is unable to work. After the technician has effectively communicated a willingness to help, which of the following is the NEXT step?
Question102: Which of the following is a risk of implementing a BYOD policy?
Question103: A technician has been given a PC that is not powering up. After brief troubleshooting, the technician comes to the conclusion the power supply needs to be replaced. Which of the following is the NEXT step in the process of performing the repair?
Question104: A systems administrator wants to test a tool to enhance productivity but does not want to run it in the live production environment. The systems administrator has a powerful PC running Windows 8.1. Which of the following should the systems administrator set up to test the tool on the PC without changing the base configuration?
Question105: An IPS appliance is installed on the network. Which of the following is the purpose of the IPS?
Question106: Joe, a technician, arrives onsite at a customer's home. Upon entering the home, Joe notices an unpleasant odor. In response to this, Joe pinches his nose and holds his breath. After Joe leaves, the customer reports the behavior to Joe's supervisor. The supervisor decides the issue must be addressed.
Which of the following topics would the supervisor be MOST likely to cover?
Question107: A technician has been tasked with ensuring all of the company software vulnerabilities are fixed. Which of the following should be used to complete this task?
Question108: To prevent electrical damage to a PC while working on it, which of the following should be disconnected before work begins?
Question109: SIMULATION
Two components of Genericware2.0 are causing performance issues on a Windows 7 PC. One Generic
2.0 component is currently not responding and needs to be disabled upon reboot. To prevent further performance issues ensure both components are no longer running upon reboot, without making any other changes to the current system or without deleting registry keys or shortcuts.
Instructions: When you have completed the simulation, please select the done button to submit your answer.
Question110: A technician responds to a user's complaint of "stop" errors being received when the user watches company training videos. The technician determines the problem must be a faulty video driver. After installing the latest video driver for the system, rebooting, and testing the system, the error is still present.
Which of the following troubleshooting steps does the technician needs to complete at this stage?
Question111: Which of the following Windows OS capabilities allows modern Windows versions to run applications written for older versions natively?
Question112: A technician is in need of a device that would give the BEST network protection within a single device.
Which of the following devices would the technician use?
Question113: Utilizing login information for social media platforms or email providers without requiring additional credentials is commonly referred to as......
Question114: Ann, a user, has a phablet for personal and work usage. She finds that her phablet starts to exhibit slow performance after a couple of hours and that the problem worsens as the day goes by. If Ann restarts the device, it works fine for a couple of hours and then starts to run slow again. Which of the following is the BEST action to troubleshoot this problem?
Question115: Which of the following would a technician use to search for a specific string within a file name?
Question116: A novice user is trying to change the password on a Linux system. The user is attempting to use command line functions. Which of the following commands should be used?
Question117: Several users of a shared computer report that Windows often indicates an improper shutdown was experienced upon power on. Which of the following would be the BEST course of action to determine which user is responsible for causing the issue?
Question118: A company is concerned about users tailgating into restricted areas. In order to prevent unauthorized users from following others, which of the following should be implemented?
Question119: A technician is installing Windows 7 on a computer with a previously used hard drive. After receiving an error, the technician realizes the hard drive does not support this install. Which of the following tasks should the technician perform?
Question120: Which of the following is the BEST option to prevent data breaches on lost mobile devices?
Question121: A technician is tasked to install a 4TB SATA hard disk. Which of the following partitioning technologies should the technician use to satisfy these requirements?
Question122: A user has been granted permission to access the corporate network from a personal smartphone. Which of the following should a technician perform before configuring the phone for access?
Question123: A user's mobile device appears to be losing battery life rapidly and often feels warm to the touch, even when it is put away. The device is relatively new, so the user is concerned it is defective. A technician inspects the device and sees the following.
Which of the following should be changed to resolve this issue?
Question124: Which of the following is a physical device used to prevent tailgating into a facility?
Question125: Data on full disk encrypted drives using BitLocker is MOST secure from loss when combined with which of the following technologies?
Question126: A user recently purchased a video card for gaming purposes. The user installed the appropriate drivers and validated they work using vendor-supplied test tools. However, while gaming, the speed of the case fans increases, the entire system locks up, and the user must hard boot to restart the computer. Which of the following is the MOST likely cause of this issue?
Question127: A technician has cleaned a virus infection off of a PC using corporate approved software. After a short period of time, the infection returned. Updated virus signatures have also detected the presence of a rootkit. Which of the following would be the BEST course of action to resolve the issue?
Question128: A user reports the Internet connection is not working on the corporate network. After running through the troubleshooting steps, the administrator finds the computer has a valid IP address, can connect to network shares, and can view local intranet pages in the web browser. The administrator tries navigating to a public Internet page and it times out. Which of the following should the technician configure next?
Question129: A user wants to be able to access email from all devices. Which of the following formats should be used to allow this synchronization?
Question130: A technician has decided to upgrade all users' iPhones to the latest model. Which of the following is the FIRST thing the technician should advise the users to do with the old phones before turning them in?