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Q31. A user reports unexpected icons appearing on the desktop. The technician identifies that the symptoms point to a malware infection. Which of the following procedures would be performed NEXT?
A. Quarantine infected system
B. Schedule scans and run updates
C. Report the issue to the information security officer
D. Disable System Restore (in Windows)
E. Educate end user
Answer: A
Q32. When securing a mobile device, which of the following types of screen locks is the MOST secure?
A. Fingerprint lock
B. Swipe lock
C. Passcode lock
D. Face lock
Answer: A
Q33. A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the customer’s issue?
A. Disconnect power before inspecting the CRT power supply
B. CRT monitors should be serviced by qualified personnel
C. Have compressed air available to clear out the debris
D. Wear safely goggles to protect from the cathodes
Answer: B
Q34. When dealing with a difficult customer, which of the following is the BEST way to handle the situation?
A. Do not argue with the customer and/or be defensive
B. Use technical terms to assure customer confidence
C. Escalate the customer’s issue to a supervisor
D. Sympathize with the customer about issue
Answer: A
Q35. 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?
A. Action Center
B. Event Viewer
C. File Explorer
D. Disk Management
Answer: B
Q36. A user, Ann, has reported that she lost a laptop. The laptop had sensitive corporate information on it that has been published on the Internet. Which of the following is the FIRST step in implementing a best practice security policy?
A. Require biometric identification to log into the laptop.
B. Require multifactor authentication to log into laptop.
C. Require laptop hard drives to be encrypted.
D. Require users to change their password at frequent intervals.
E. Require users to have strong passwords.
Answer: C
Q37. An IPS appliance is installed on the network. Which of the following is the purpose of the IPS?
A. To check the network for unwanted activity
B. To check and stop unwanted activity
C. To provide connectivity to the network
D. To test the resilience of the network
Answer: B
Q38. A technician is working on a PC that utilizes a RAID array for operation. The user of the system has reported that random files are becoming corrupted on creation with no pattern to the activity. One drive in the array is likely failing and causing the read/write failures. Which of the following types of RAID is MOST likely in use?
A. RAID 0
B. RAID 1
C. RAID 5
D. RAID 10
Answer: A
Q39. A technician recently replaced a user’s monitor and now the user is reporting that the screen is filled with static and appears distorted. Which of the following will resolve the issue?
A. Lower refresh rate
B. Lower the resolution
C. Raise the resolution
D. Increase refresh rate
Answer: A
Q40. A user has downloaded and installed a browser add-on that causes the browser to hang. The PC has very slow system response when rebooted. Which of the following should a technician do to troubleshoot this problem?
A. Run System Restore, update antivirus program, and run an antivirus scan.
B. Remove all Internet temporary files, run an antivirus scan, and reboot using Last Known Good Configuration.
C. Remove all temporary files, turn off System Restore, update and run an antivirus scan.
D. Run an antivirus scan, Run Disk Cleanup, and reboot into Safe Mode.
Answer: C