1
What two actions are appropriate for a support desk technician to take
when assisting customers? (Choose two.)
Comfort a
customer by minimizing the customer problem.
As soon as you
detect customer anger, pass the angry customer to the next level.
[] If you have to put
the customer on hold, ask the customer for permission.
[] Let a customer
finish talking before asking additional questions.
Interrupt
customers if they start to solve their own problems.
2
Which power criterion will affect the number of internal drives that
are installed in a computer?
+5VDC output
[] power supply
voltage
AC input
+20VDC output
DC output
power supply
wattage
3
Which file is used to detect and build information about the hardware
devices installed on a Windows XP laptop during the boot process?
NTDETECT.COM
NTLDR
[] BOOT.INI
NTOSKRNL.EXE
4
Why do laptop computers use CPU throttling techniques?
to conserve the
battery life by reducing the bus speed between the CPU and RAM
to enhance the
performance of the CPU
to ensure the CPU
is running at its peak speed
[] to reduce the heat
that the CPU may generate
5
An audit reveals company files that are stored in the personal server
space of a former employee have been modified after the employee left the
company. What should be done to prevent further unauthorized access to these
files, while still allowing the company to use them?
[] Change the account
to a Guest account.
Delete the files
from the server.
Disable the
account of the former employee.
Delete the account
of the former employee.
6
Which three actions should be part of a regular computer preventive
maintenance plan? (Choose three.)
[] installing
appropriate security updates
changing browser
settings
[] removing dust from
fan intakes, the power supply, and peripherals
[] removing unused or
unwanted programs
deleting old
email
installing more
RAM in the machine
7
To avoid electromagnetic interference, which type of equipment should
a technician route copper network cables away from?
cordless
telephones
[] electric motors
microwave ovens
wireless network
devices
8
The corporate security policy states that all remote connections use
only secure tunnels for data communications. Which encryption technique secures
data traveling across the public Internet as if it were traveling across the
corporate LAN?
MD5
[] VPN
WPA
WEP
9
A company has a preventive maintenance policy that requires every
computer have a new restore point created every six months. How can a
technician create the restore point?
From the CLI
enter the command restore /cn.
Right-click My
Computer and then choose Properties > Restore > Create Restore Point.
[] Choose Start >
All Programs > Accessories > System Tools > System Restore > Create
a restore point.
Choose Start >
Control Panel > Accessories > System Tools > System Restore >
Create a restore point.
10
A customer is upset and wants to speak to a specific technician to
resolve a problem immediately. The requested technician is away from the office
for the next hour. What is the best way to handle this call?
[] Make an offer to
help the customer immediately, and advise the customer that otherwise the
requested technician will call the customer back within two hours.
Ignore the
request for the specific technician by walking through a step-by-step process
with the customer in an attempt to refocus the customer and solve the problem.
Advise the
customer that the requested technician is out of the office and insist on
trying to resolve the problem.
Refer the angry
customer to a supervisor.
11
A technician is explaining the differences between inkjet printers and
laser printers to a customer. Which two comparisons should the technician make?
(Choose two.)
Inkjet printers
use plain paper to make economical prints, but laser printers require more
expensive thermal paper.
[] The laser printer
output is dry after printing, but an inkjet printer may still have wet ink on
the paper after printing.
A laser printer
is significantly slower than an inkjet printer.
Both laser and
inkjet printers produce poor quality images.
[] Inkjet printers
are less expensive as an initial purchase than laser printers.
12
What two actions are appropriate for a support desk technician to take
when assisting customers? (Choose two.)
Comfort a
customer by minimizing the customer problem.
As soon as you
detect customer anger, pass the angry customer to the next level.
[] If you have to put
the customer on hold, ask the customer for permission.
[] Let a customer
finish talking before asking additional questions.
Interrupt
customers if they start to solve their own problems.
13
What is a typical task performed by a level one technician in a call
center?
solving the
problem that might require opening up the computer case
using remote
access software to troubleshoot the customer computer
picking up an
escalated work order and calling the customer for further information
[] gathering
information when a customer calls for help
14
Which two items would be part of a laptop preventive maintenance kit?
(Choose two.)
[] flat-head
screwdriver
[] plastic scribe
antistatic wrist
strap
compressed air
soft cloth
15
A user downloads a widget onto his Android phone but is puzzled to see
that when the widget is touched an app is launched. What is a possible cause?
The widget is
corrupt.
The user has
downloaded a virus.
The security
settings of the Android OS have been compromised.
[] The widget is
associated with the app and this is the normal behavio
16
How is DSL able to carry telephone and data signals at the same time?
DSL uses low
frequency transmissions.
Each signal uses
a different frequency.
[] DSL uses digital
signals to carry both the telephone and data traffic.
Each connection
is dialed separately.
17 (not sure)
A user reports that some printing jobs are not being printed. The
technician checks and notices that the jobs are stuck in the printing queue.
What action should the technician take to solve the problem?
Reinstall the
printer driver.
[] Cancel the job
that displays the error that is preventing the other jobs from being printed.
Unplug the data
cable from the printer and plug it in again.
Plug the printer
to a voltage regulator.
18
Which two procedures should be done before performing preventive
maintenance on a laptop? (Choose two.)
[] Disconnect the AC
adapter.
Verify that all
drivers are current.
[] Remove the
battery.
Ensure the BIOS
is the latest version.
Ensure the latest
operating system updates have been applied.
Attach any
devices that are normally used as part of daily operations.
19
What laptop component converts DC power to AC so that the display can
illuminate?
motherboard
CCFL
backlight
[] inverter
battery
20
A user updates a device driver and reboots the system. When the user
successfully logs in after the reboot, the OS displays a blue screen and
crashes. The user presses the F8 key on reboot and tries to log in using the
Last Known Good Configuration but gets the same result. Why will the Last Known
Good Configuration not work?
The boot.ini file
is corrupt.
The user failed
to run chkdsk prior to logging in.
[] The user failed to
save the CMOS settings on reboot.
The Last Known
Good Configuration is overwritten with the current one on successful login.
21
Which statement is true about the use of an antistatic wrist strap?
An antistatic
wrist strap should not be worn when repairing a power supply.
The metal part of
the wrist strap should not make contact with your skin.
An antistatic
wrist strap should not be used in conjunction with an antistatic mat.
[] For optimum
grounding, the clip should be attached to a painted section of the computer
case.
22
Which three attributes of NTFS make it a better file system than
FAT32? (Choose three.)
file size per
volume of 4.17 million
[] encryption at the
file and folder level
maximum
individual file size of 4 GB
[] journaling
[] file and folder
permission options
large cluster
size
23
What are the four layers in the TCP/IP reference model?
application,
presentation, session, transport
HTTP, TCP, IP,
Ethernet
[] application,
transport, internet, network access
physical, data
link, network, transport
TCP, IP,
Ethernet, IEEE
24
A wireless LAN is being deployed inside the new one room office that
is occupied by the park ranger. The office is located at the highest part of
the national park. After network testing is complete, the technicians report
that the wireless LAN signal is occasionally affected by some type of
interference. What are two possible causes of the signal distortion? (Choose
two.)
the elevated location
where the wireless LAN was installed
[] the number of
wireless devices that are used in the wireless LAN
the cellular
phones that are used by the employees
the microwave
oven
[] the large number
of trees that surround the office
25
What does %USERPROFILE% represent in the path
C:\Users\%USERPROFILE%\AppData\Local\Temp?
a fixed value
that represents the level of access of a user to system files
an environment
variable that is set by the operating system
[] a variable set by
the administrator for each user of the system
the location of
the Documents folder of a particular user
26
A technician is to document the current configurations of all network
devices in a college, including those in off-site buildings. Which protocol
would be best to use to securely access the network devices?
HTTP
FTP
Telnet
[] SSH
27
A customer is angry and calls to complain that the service scheduled
on the computer took longer than expected. The technician reviews the work
order and notices that the service was performed by a new employee. How should
the technician respond?
[] Listen to the
complaint and then apologize for any inconvenience caused by the lengthy
service on the computer.
Verify that the
computer is working properly now.
Explain that the
repair technician sent to perform the service is inexperienced.
Put the customer
on hold until a supervisor is available.
28
Which two-factor identification method requires a user to use a small
radio transmitting device and then enter a password in order for the
authentication to be accepted?
[] smart key
electronic key
card
biometric reader
key fob
29
Which two interface types make it possible to attach different
external components to laptops and desktops without powering the computer off?
(Choose two.)
PS/2
PCI
[] FireWire
PCIe
[] USB
30 not sure
A technician is troubleshooting a computer that fails to print. The
technician suspects that the printer driver may be outdated, proceeds to
download the latest driver, and installs it. The technician attempts to print,
but the problem persists. What is the next action that the technician should
take?
[] Establish a plan
of action.
Test the theory.
Develop a new
theory.
Identify the
problem.
31
Which motherboard feature controls the amount of data that a CPU
transfers at one time?
MMX instructions
[] front side bus
pin grid array
read-only memory
32
Which are two potential risks to a mobile device that could result
from rooting or jailbreaking the device? (Choose two.)
Some features
initially disabled by a carrier may be enabled.
[] A custom OS may
not properly create or maintain sandboxing features.
The device
performance may be improved.
[] A custom OS
enables user access to the root directory.
The user
interface may be extensively customized.
33
After confirming the removal of a virus from a computer, how should
the technician ensure and verify the full functionality of the system?
Document the
problem and the procedures performed to solve it.
Talk with the
user to determine the cause of the problem.
[] Gather information
from a number of sources to clearly identify the problem.
Check for the
latest OS patches and updates.
34
Which step is critical in selecting and installing multiple cooling
fans for a PC case?
Make sure they
run at the same speed.
[] Make sure they are
mounted in correct air flow directions.
Make sure they
provide the same amount of air flow.
Make sure they
are the same make and model.
35
Which open standards-based wireless security mode supports the highest
level of security?
[] WPA2
LEAP
WEP
WPA
36
Rogue antivirus warning windows have been reported as appearing on
computers in a company. The computer systems administrator is drafting a notice
to all employees explaining how to deal with this problem. In addition to a
description of the problem and the reporting procedure, which two instructions
should also be included in the notice? (Choose two.)
Update the
antimalware software on the computer.
Do not click
anywhere in the warning window.
Close the window
by clicking the cross in the top right corner.
If the window has
to be closed, then press Alt + F4.
Click the Cancel
button in the window to close the window.
37
A computer user has a USB 3.0 thumb drive. What USB port or ports
could be used to attach the drive to the PC?
any USB 1.1, 2.0,
or 3.0 port
only a USB 2.0 or
3.0 port on the computer or on a hub
only a USB 3.0
computer port or a port on a USB 3.0 hub
only a directly
connected USB 3.0 computer port
38
Which feature is characteristic of the ntbackup command?
[] It can be executed
from a batch file.
It is used to
create a copy of the registry.
It can be used to
restore files.
It is used to
create restore points.
39
Which feature of a mobile device touchscreen will allow a user to zoom
in displayed items such as maps and photographs?
long touch
pinch
slide
[] double touch
40
A technician is asked to set up one hard drive that will support two
operating systems and will store data files in three separate drive locations.
Which partition settings will support these requirements?
3 primary, 1
active, 2 extended
2 logical, 2
active, 3 extended
1 primary, 3
active, 1 extended, 2 logical
[] 2 primary, 1
active, 1 extended, 3 logical
41
What type of security attack is being launched when a hacker calls a
company to obtain computer login information and pretends to be an employee?
adware
Trojan
social
engineering
[] spyware
phishing
42
In which circumstance should a level one technician initiate an
escalated work order?
when a customer
appears to be very knowledgeable
when a customer
demands talking to a particular technician
when the
technician cannot understand the problem as explained by the customer
when a problem
requires expertise from another technician
43
A customer needs additional storage space on an older computer. What
will the technician look at in the computer to determine if an additional hard
drive can be added?
[] an available
PATA/SATA connection
an open PCI/PCIe
expansion slot
adequate RAM
BIOS version
the heat that is
generated and air flow requirements
44
A technician is servicing a laser printer. Which two printer parts
should the technician avoid touching because they retain large amounts of voltage
even when disconnected from a power source?
[] conditioning
roller
printer head
toner cartridge
paper tray
[] corona wire
45
After logging into a computer, a user can view files but is unable to
download the files. What action can the administrator take to allow the user to
download the files while preventing deletion of the files?
Set the folder
permissions to Read.
Set the file
permissions to Modify.
Set the file
permissions to Read and Execute.
[] Set the file
permissions to Full Control
46
A technician is troubleshooting a printer that fails to print because
of constant paper jams. What should the technician try first?
Check for bent
pins on the printer cable.
Configure the
printer port.
Clean the
printer.
[] Secure printer
cables.
47
A technician is attempting to create virtual machines on a PC but
wants to ensure that the physical system resources used by the virtual machines
are directly managed by them and not by the host operating system. How can the
technician accomplish this?
Limit the amount
of paged RAM.
Set up the
virtual machines using a native hypervisor.
Disable
hyperthreading in the BIOS.
[] Set up the virtual
machines using a hosted hypervisor.
Set up the
virtual machines as Windows Virtual PCs
48
A user believes that a data file on a Windows XP computer has been
corrupted. Which utility can provide the best information about the data file?
Defrag
[] Chkdsk
Msconfig
Regedit
49
After the administrator manually configures the correct SSID on a new
laptop, the computer is still unable to connect to the wireless LAN. Which
additional action should the administrator take to resolve this problem?
Reboot the
wireless access point.
[] Verify that the
MAC address for the laptop is in the MAC address filter table.
Modify the group
account of the user to include all file permissions.
Rename the laptop
and reset the user password on the network.
50
Which statement is true about DDR2 and DDR3 RAM modules?
They require the
same operating frequency on the front side bus.
They operate at
the same voltage.
They have a
different number of contact pins.
[] They use different
types of DIMM slots on the motherboard.
51
In what circumstance would plenum-rated twisted-pair computer network
cabling be required?
when the cabling
is installed at a punchdown block in a wiring closet
when the cable
run must be installed inside a ceiling
when the cable
run connects to the MDF
when the required
cable run is more than 330 feet in length
52
What are two operating systems that are found on mobile devices?
(Choose two.)
Apple
Google
[] iOS
MobileOS
[] Android
53
A user wants to upgrade components in a laptop to improve performance.
Which two components can be replaced by the user? (Choose two.)
motherboard
CPU
LCD display
[] battery
[] RAM
54
What is the reason for disabling SSID broadcasting and changing the
default SSID on a wireless access point?
[] Wireless clients
must then have the SSID manually configured to connect to the wireless network.
Disabling SSID
broadcasting frees up radio frequency bandwidth and increases the data
throughput of the access point.
Anyone with the
default SSID can gain access to the access point and change the configuration.
The access point
stops broadcasting its own MAC address, thus preventing unauthorized wireless
clients from connecting to the network.55
55 not sure
A technician is troubleshooting a 4-year-old computer that takes a
long time to boot, and identifies that the BIOS rediscovers all the hardware at
every boot. What action would fix this problem?
Reset the BIOS
using the CMOS jumper.
Start the
computer with the last known good configuration.
Launch Device
Manager to discover new hardware.
[] Replace the CMOS
battery.
56
A technician is planning an operating system upgrade for a user system
that is currently running Windows Vista. Because the BitLocker feature embedded
in the Windows Vista OS is required, there is a request that this feature be
available when the new operating system is installed. Which version or versions
of Windows 7 would support this feature?
Windows 7
Ultimate and Professional and Home Premium and Starter
Windows 7
Ultimate and Professional and Home Premium
[] Windows 7 Ultimate
Windows 7
Ultimate and Professional
57
A technician needs to configure a Bluetooth headset for a laptop user.
Which two steps should the technician take before installing the headset?
(Choose two.)
Disconnect AC
power.
Enable Bluetooth
in BIOS Setup.
Remove the
battery.
[] Ensure that the
antistatic wrist strap is attached to a nonpainted portion of the laptop.
[] Ensure that the
laptop Bluetooth switch is enabled.
58
A computer can access devices on the same network but cannot access
devices on other networks. What is the probable cause of this problem?
The computer has
an incorrect subnet mask.
[] The computer has
an invalid default gateway address.
The cable is not
connected properly to the NIC.
The computer has
an invalid IP address.
59
Which statement correctly compares the characteristics of coaxial
cable with twisted-pair cable?
Coaxial cable is
less expensive than twisted-pair cable.
[] Coaxial cable is
physically more difficult to install than UTP cable.
The limited
bandwidth of coaxial cable makes it better than twisted-pair cable for LAN
installations.
Because it
contains a single copper conductor, coaxial cable is easier to troubleshoot
than twisted-pair cable.
60
What best describes the security threat of spoofing?
sending
abnormally large amounts of data to a remote server to prevent user access to
the server services
[] making data appear
to come from a source that is not the actual source
intercepting
traffic between two hosts or inserting false information into traffic between
two hosts
sending bulk
email to individuals, lists, or domains with the intention to prevent users
from accessing email
61
A technician uses the shrink volume feature of the disk management
utility and splits the partition. What must the technician do next in order to
make the partition useable?
Covert the
unallocated space into a dynamic disk.
Format the
existing partition.
[] Partition the
unallocated space.
Delete all
partitions and reinitialize the disk.
62
A computer technician performed a number of actions to correct a
problem. Some actions did not solve the problem, but eventually a solution was
found. What should be documented?
only the
solution, because this solved the problem
[] a description of
the problem and solution
only the failed
attempts, so that future technicians will know what not to try
everything that
was done to try to solve the problem
63
The current IP configuration of a small company is done manually and
is time-consuming. Because of increased network growth, a technician needs a
simpler way for IP configuration of workstations. Which service would simplify
the workstation IP configuration task?
DIPS
ICMP
APIPA
[] DHCP
