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A help desk technician needs to remotely access and control a customer's Windows PC by using a secure session that allows the technician the same control as the customer. Which of the following tools provides this type of access?
Which of the following file types would be used in the Windows Startup folder to automate copying a personal storage table (.pst file) to a network drive at log-in?
Which of the following are mobile operating systems used on smartphones? (Select two).
A large organization is researching proprietary software with vendor support for a multiuser environment. Which of the following EULA types should be selected?
A user wants to acquire antivirus software for a SOHO PC. A technician recommends a licensed software product, but the user does not want to pay for a license. Which of the following license types should the technician recommend?
A technician is modifying the default home page of all the workstations in a company. Which of the following will help to implement this change?
A technician receives an invalid certificate error when visiting a website. Other workstations on the same local network are unable to replicate this issue. Which of the following is most likely causing the issue?
A user is unable to access a remote server from a corporate desktop computer using the appropriate terminal emulation program. The user contacts the help desk to report the issue. Which of the following clarifying questions would be most effective for the help desk technician to ask the user in order to understand the issue?
A branch office suspects a machine contains ransomware. Which of the following mitigation steps should a technician take first?
A company-owned mobile device is displaying a high number of ads, receiving data-usage limit notifications, and experiencing slow response. After checking the device, a technician notices the device has been jailbroken. Which of the following should the technician do next?
Run an antivirus and enable encryption.
Which of the following commands can a technician use to get the MAC address of a Linux distribution?
net use
An employee using an Apple MacBook is receiving frequent, random pop-up requests from other Apple devices wanting to share photos and videos and asking whether the user would like to accept the request Which of the following configurations should the technician advise the user to change first"?
A technician receives a high-priority ticket about sensitive information collected from an end user’s workstation. Which of the following steps should a technician take to preserve the chain of custody for a forensic investigation?
A user takes a work-issued laptop home for the first time. When the user attempts to browse any website on the home internet, the user receives the following error:
"This site cannot be reached."
A technician from work confirms that the static IP that was set up on the machine was changed back to DHCP. Which of the following needs to be corrected?
A technician is setting up a new PC in a SOHO. Which of the following should the technician most likely configure on the PC?
A company uses shared drives as part of a workforce collaboration process. To ensure the correct access permissions, inheritance at the top-level folder is assigned to each department. A manager's team is working on confidential material and wants to ensure only the immediate team can view a specific folder and its subsequent files and subfolders. Which of the following actions should the technician most likely take?
Which of the following operating systems was the app file type designed to run under as an application file bundle?
A technician is following the ticketing system’s best practices when handling user support requests. Which of the following should the technician do first when responding to a user support request that contains insufficient information?
A network administrator is setting up the security for a SOHO wireless network. Which of the following options should the administrator enable to secure the network?
A user submits a request to have a graphics application installed on a desktop When the technician attempts to install the application, the installation fails and the error message "Not compatible with OS' is displayed. Which of the following is the most likely reason for this error message?
Multiple users routinely record log-in information in readily accessible areas. Which of the following is the best way to mitigate this issue?
A user reports being unable to access a sports team's website on an office computer. The administrator tells the user this blocked access is intentional and based on company guidelines. Which of the following is the administrator referring to?
A technician needs to configure a computer for a user to work from home so the user can still securely access the user’s shared files and corporate email. Which of the following tools would best accomplish this task*?
A technician needs to upgrade a legacy system running on a 32-bit OS with new applications that can work both on a 32-bit and a 64-bit system. The legacy system is critically important to the organization. The IT manager cautions that the new applications must not have a detrimental effect on company finances. Which of the following impacts is the IT manager most concerned with?
Which of the following languages is used for scripting the creation of Active Directory accounts?
A technician is configuring a SOHO router and wants to only allow specific computers on the network. Which of the following should the technician do?
An employee has been using the same password for multiple applications and websites for the past several years. Which of the following would be best to prevent security issues?
A malicious user was able to export an entire website's user database by entering specific commands into a field on the company's website. Which of the following did the malicious user most likely exploit to extract the data?
Which of the following operating systems were designed for smartphones? (Select two).
A user received an alert from a Windows computer indicating low storage space. Which of the following will best resolve this issue?
A company using Active Directory wants to change the location of all users' "Documents" to a file server on the network. Which of the following should the company set up to accomplish this task?
An administrator needs to back up the following components of a single workstation:
•The installation of the operating system
•Applications
•User profiles
•System settings
Which of the following backup methods can the administrator use to ensure the workstation is properly backed up?
The camera and microphone on an iPhone user's device are activating without any user input. The user’s friend recently modified the device to allow applications to be installed outside the normal App Store. Which of the following is the issue?
A technician wants to improve password security after several users admitted to using very simple passwords. Which of the following is the best way to resolve this issue?
A user is trying to limit the amount of time their children spend on the internet. Which of the following Windows 10 settings should be enabled to accomplish this objective?
A user receives an error message on a Windows 10 device when trying to access a mapped drive from a Windows XP machine in the office. Other Windows XP devices in the office can access the drive. Which of the following Control Panel utilities should the user select to enable connectivity to the device?
A user's company phone has several pending software updates. A technician completes the following steps:
•Rebooted the phone
•Connected to Wi-Fi
•Disabled metered data
Which of the following should the technician do next?
A user opened an infected email. A security administrator responded to the malicious event, successfully mitigated the situation, and returned the machine to service Which of the following needs to be completed before this event is considered closed?
A user is unable to open personal files on a PC on a home network. An on-screen message indicates the files are encrypted and demands payment to access the files. Which of the following should a technician recommend the user do first?
After a recent mobile OS upgrade to a smartphone, a user attempts to access their corporate email, but the application does not open. A technician restarts the smartphone, but the issue persists. Which of the following is the most likely way to resolve the issue?
A technician assigns the equivalent of root-level permissions to a user to perform a task. Which of the following user roles within the Windows OS should the technician choose?
An administrator needs to select a method to dispose of SSDs containing sensitive data. Which of the following are the most appropriate methods? (Select two).
A technician is installing a new SOHO wireless router and wants to ensure it is secure and uses the latest network features. Which of the following should the technician do first?
A technician is troubleshooting a user’s PC that is running slowly and displaying frequent pop-ups. The technician thinks malware may be causing the issues, but before the issues began the user installed anti-malware software in response to a pop-up window Which of the following is the most likely cause of these issues'?
Several computers have been infected with malware, causing the company network to slow down and sensitive company information to be lost. The IT department installs new antivirus software to remove the malware and needs to decide the best method to prevent future malware infections. Which of the following methods would be the most effective?
A user calls the help desk to report an issue with their smartphone. After the user returns from a business trip, the user is no longer able to access email or visit websites without a Wi-Fi connection on the smartphone. Which of the following could the user do to most likely resolve the issue?
A user reports receiving constant, unwanted pop-ups and being unable to close the browser window. These issues have impacted the user's productivity and may have caused the user's files to be altered. Which of the following should a technician do to address these issues with minimal impact to the user?
After a computer upgrade at an imaging lab. the upgraded computers are not able to obtain an IP address. Which of the following is most likely the issue?
Employees want their Windows 10 laptops to wirelessly connect when they take them home. Which of the following should the employees configure so the laptops can automatically connect wirelessly?
Which of the following is used to detect and record access to restricted areas?
A user's PC is performing slowly after the user clicked on a suspicious email attachment. The technician notices that a single process is taking 100% of RAM, CPU, and network resources. Which of the following should the technician do first?
A user reports that a device with a statically defined IP is unable to connect to the internet. The technician runs the ipconfig /all command and sees the following output:
IPv4 Address............ 192.168.0.74
Subnet Mask.............255.255.255.255
Default Gateway......... 192.168.0.1
Which of the following is most likely the reason for the issue?
A technician is creating a Windows splash screen that details login expectations. Which of the following should the technician most likely use?
A user is unable to start a computer following a failed Windows 10 update. When trying to start the computer, the user sees a blue screen of death. Which of the following steps should a technician take to diagnose the issue?
A technician needs to join a Windows client to a domain. Which of the following is required?
A technician needs to disable guest log-ins on domain-joined desktop machines. Which of the following should the technician use?
A business lost all data and equipment after a disaster. Due to the disaster, the business no longer maintains system backups. Which of the following should the business implement to prevent future losses?
A vendor provided installation software on a DVD-ROM. The software is not available to download on the vendor’s website. The technician needs to install the software on several laptops that do not have an optical disc drive. The laptops are connected to the corporate network but are physically located at remote sites. Which of the following is the best installation method for the technician to use?
A user reports some single sign-on errors to a help desk technician. Currently, the user is able to sign in to the company's application portal but cannot access a specific SaaS-based tool. Which of the following would the technician most likely suggest as a next step?
Which of the following attacks can a hacker use to execute code on a user's computer when the user visits a specially prepared, malicious website?
Which of the following environmental effects can be the result of using virtualization?
A user lost a company tablet that was used for customer intake at a doctor's office. Which of the following actions would BEST protect against unauthorized access of the data?
A user identified that a program installed in a workstation does not have optional features enabled. Which of the following must the technician do to install the optional features?
A technician needs to configure a backup solution that will have the least additional expenses and impact on users. Which of the following steps should the technician complete? (Select two.)
Due to special job responsibilities, an end user needs the ability to edit the properties of Windows system files. The user has already been granted local administrator privileges. Which of the following Control Panel utilities should be used to provide easy access to the files?
A user receives a message on a PC stating it has been infected by malware. A technician runs a full scan on the user's machine and detects no malware. Later that day, the same message reappears. Which of the following steps should the technician take to restore the system to regular functionality?
A company downloads a large number of files over the internet daily. The company needs a way to ensure the files have not been modified or corrupted during the download process. Which of the following should the company do to verify the files?
Which of the following change management practices lists all the changes that are taking place for a project to ensure that no unexpected changes happen?
A technician successfully removed malicious software from an infected computer after running updates and scheduled scans to mitigate future risks. Which of the following should the technician do next?
A user's corporate iPhone had issues and was repaired while the user was on vacation. The mobile phone has compared to an identical phone. Which of the following best describes what is happening to the phone?
A client’s device was recently used by multiple other users. The client reports their device is now running slower than usual. Which of the following steps should a technician take first? (Select two.)
When a user is browsing a website on a smartphone, a pop-up appears. The pop-up states that the system has been breached and directs the user to an application to resolve the breach. Which of the following should the user do?
A technician is implementing the latest application security updates for endpoints on an enterprise network. Which of the following solutions should the technician use to ensure device security on the network while adhering to industry best practices?
Which of the following options should MOST likely be considered when preserving data from a hard drive for forensic analysis? (Select TWO).
Which of the following is the proper way for a technician to dispose of used printer consumables?
A technician is editing the hosts file on a few PCs in order to block certain domains. Which of the following would the technician need to execute after editing the hosts file?
A technician is in the process of installing a new hard drive on a server but is called away to another task. The drive has been unpackaged and left on a desk. Which of the following should the technician perform before leaving?
Which of the following features allows a technician to configure policies in a Windows 10 Professional desktop?
A technician needs to update the software on several hundred Mac laptops. Which of the following is the best method to complete the task?
A user has been unable to receive emails or browse the internet from a smartphone while traveling. However, text messages and phone calls are working without issue. Which of the following should a support technician check FIRST?
A technician is troubleshooting a Windows 10 PC that has experienced a BSOD. The user recently installed optional Windows updates. Which of the following is best way to resolve the issue?
Which of the following commands should be used to display current processor activity on a Linux workstation?
A technician needs to provide recommendations about how to upgrade backup solutions for a site in an area that has frequent hurricanes and an unstable power grid. Which of the following should the technician recommend implementing?
A technician downloads a validated security tool and notes the vendor hash of a58e87a2. When the download is complete, the technician again validates the hash, but the value returns as 2a876a7d3. Which of the following is the MOST likely cause of the issue?
A technician is finalizing a new workstation for a user. The user's PC will be connected to the internet but will not require the same private address each time. Which of the following protocols will the technician MOST likely utilize?
A desktop engineer is deploying a master image. Which of the following should the desktop engineer consider when building the master image? (Select TWO).
A customer called the help desk to report that a machine that was recently updated is no longer working. The support technician checks the latest logs to see what updates were deployed, but nothing was
deployed in more than three weeks. Which of the following should the support technician do to BEST resolve the situation?
A neighbor successfully connected to a user's Wi-Fi network. Which of the following should the user do after changing the network configuration to prevent the neighbor from being able to connect again?
A manager called the help desk to ask for assistance with creating a more secure environment for the finance department- which resides in a non-domain environment. Which of the following would be the BEST method to protect against unauthorized use?
A technician is upgrading the backup system for documents at a high-volume law firm. The current backup system can retain no more than three versions of full backups before failing. The law firm is not concerned about restore times but asks the technician to retain more versions when possible. Which of the following backup methods should the technician MOST likely implement?
A company acquired a local office, and a technician is attempting to join the machines at the office to the local domain. The technician notes that the domain join option appears to be missing. Which of the following editions of Windows is MOST likely installed on the machines?
A technician is securing a new Windows 10 workstation and wants to enable a Screensaver lock. Which of the following options in the Windows settings should the technician use?
Which of the following should be used to secure a device from known exploits?
A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?
A user reports that after a recent software deployment to upgrade applications, the user can no longer use the Testing program.
However, other employees can successfully use the Testing program.
INSTRUCTIONS
Review the information in each tab to verify the results of the deployment and resolve any issues discovered by selecting the:
Index number of the Event Viewer issue
First command to resolve the issue
Second command to resolve the issue
BSOD
Commands:
Event Viewer:
System Error:
While staying at a hotel, a user attempts to connect to the hotel Wi-Fi but notices that multiple SSIDs have very similar names. Which of the following social-engineering attacks is being attempted?
A user receives an error message from an online banking site that states the following:
Your connection is not private. Authority invalid.
Which of the following actions should the user take NEXT?
A technician installed Windows 10 on a workstation. The workstation only has 3.5GB of usable RAM, even though the technician installed 8GB. Which of the following is the MOST likely reason this system is not utilizing all the available RAM?
A systems administrator is creating periodic backups of a folder on a Microsoft Windows machine. The source data is very dynamic, and files are either added or deleted regularly. Which of the following utilities can be used to ‘mirror the source data for the backup?
Which of the following editions of Windows 10 requires reactivation every 180 days?
A user tries to access commonly used web pages but is redirected to unexpected websites. Clearing the web browser cache does not resolve the issue. Which of the following should a technician investigate NEXT to resolve the issue?
A user updates a mobile device's OS. A frequently used application becomes consistently unresponsive immediately after the device is launched. Which of the following troubleshooting steps should the user perform FIRST?
A homeowner recently moved and requires a new router for the new ISP to function correctly. The internet service has been installed and has been confirmed as functional. Which of the following is the FIRST step the homeowner should take after installation of all relevant cabling and hardware?
A technician receives a call from a user who is unable to open Outlook. The user states that Outlook worked fine yesterday, but the computer may have restarted sometime overnight. Which of the following is the MOST likely reason Outlook has stopped functioning?
A Windows workstation that was recently updated with approved system patches shut down instead of restarting. Upon reboot, the technician notices an alert stating the workstation has malware in the root OS folder. The technician promptly performs a System Restore and reboots the workstation, but the malware is still detected. Which of the following BEST describes why the system still has malware?
A user reports that the pages flash on the screen two or three times before finally staying open when attempting to access banking web pages. Which of the following troubleshooting steps should the technician perform NEXT to resolve the issue?
Before leaving work, a user wants to see the traffic conditions for the commute home. Which of the following tools can the user employ to schedule the browser to automatically launch a traffic website at 4:45 p.m.?
A technician needs to add an individual as a local administrator on a Windows home PC. Which of the following utilities would the technician MOST likely use?
A manager reports that staff members often forget the passwords to their mobile devices and applications. Which of the following should the systems administrator do to reduce the number of help desk tickets submitted?
A technician connects an additional monitor to a PC using a USB port. The original HDMI monitor is mounted to the left of the new monitor. When moving the mouse to the right from the original monitor to the new monitor, the mouse stops at the end of the screen on the original monitor. Which
of the following will allow the mouse to correctly move to the new monitor?
A user turns on a new laptop and attempts to log in to specialized software, but receives a message stating that the address is already in use. The user logs on to the old desktop and receives the same message. A technician checks the account and sees a comment that the user requires a specifically allocated address before connecting to the software. Which of the following should the technician do to MOST likely resolve the issue?
An IT services company that supports a large government contract replaced the Ethernet cards on several hundred desktop machines to comply With regulatory requirements. Which of the following disposal methods for the non-compliant cards is the MOST environmentally friendly?
A company is deploying mobile phones on a one-to-one basis, but the IT manager is concerned that users will root/jailbreak their phones. Which of the following technologies can be implemented to prevent this issue?
A technician is troubleshooting a computer with a suspected short in the power supply. Which of the following is the FIRST step the technician should take?
A user reports a PC is running slowly. The technician suspects high disk I/O. Which of the following should the technician perform NEXT?
A user is unable to access a website, which is widely used across the organization, and receives the following error message:
The security certificate presented by this website has expired or is not yet valid.
The technician confirms the website works when accessing it from another computer but not from the user's computer. Which of the following should the technician perform NEXT to troubleshoot the issue?
A small business owner wants to install newly purchased software on all networked PCs. The network is not configured as a domain, and the owner wants to use the easiest method possible. Which of the following is the MOST deficient way lor the owner to install the application?
A user is attempting to make a purchase at a store using a phone. The user places the phone on the payment pad, but the device does not recognize the phone. The user attempts to restart the phone but still has the same results. Which of the following should the user do to resolve the issue?
Which of the following file extensions are commonly used to install applications on a macOS machine? (Select THREE).
A field technician applied a Group Policy setting to all the workstations in the network. This setting forced the workstations to use a specific SNTP server. Users are unable to log in now. Which of the following is the MOST likely cause of this issue?
A user is unable to log in to the network. The network uses 802.1X with EAP-TLS to authenticate on the wired network. The user has been on an extended leave and has not logged in to the computer in several months. Which of the following is causing the login issue?
A mobile phone user has downloaded a new payment application that allows payments to be made with a mobile device. The user attempts to use the device at a payment terminal but is unable to do so successfully. The user contacts a help desk technician to report the issue. Which of the following should the technician confirm NEXT as part of the troubleshooting process?
A help desk technician runs the following script: Inventory.py. The technician receives the following error message:
How do you want to Open this file?
Which of the following is the MOST likely reason this script is unable to run?
A bank would like to enhance building security in order to prevent vehicles from driving into the building while also maintaining easy access for customers. Which of the following BEST addresses this need?
An organization's Chief Financial Officer (CFO) is concerned about losing access to very sensitive, legacy unmaintained PII on a workstation if a
ransomware outbreak occurs. The CFO has a regulatory requirement to retain this data for many years. Which of the following backup methods
would BEST meet the requirements?
A user in a corporate office reports the inability to connect to any network drives. No other users have reported this issue. Which of the following is the MOST likely reason the user is having this issue?
A company discovered that numerous computers from multiple geographic locations are sending a very high number of connection requests which is causing the company’s web server to become unavailable to the general public. Which of the following attacks is occurring?
Which of the following should be used to control security settings on an Android phone in a domain environment?
A user receives a notification indicating the data plan on the user's corporate phone has reached its limit. The user has also noted the performance of the phone is abnormally slow. A technician discovers a third-party GPS application was installed on the phone. Which of the following is the MOST likely cause?
A user is attempting to browse the internet using Internet Explorer. When trying to load a familiar web page, the user is unexpectedly redirected to an unfamiliar website. Which of the following would MOST likely solve the issue?
A technician received a call stating that all files in a user's documents folder appear to be Changed, and each of the files now has a look file
extension Which pf the following actions is the FIRST step the technician should take?
A technician needs to manually set an IP address on a computer that is running macOS. Which of the following commands should the technician use?
A desktop support technician is tasked with migrating several PCs from Windows 7 Pro to Windows 10 Pro, The technician must ensure files and user preferences are retained, must perform the operation locally, and should migrate one station at a time. Which of the following methods would be MOST efficient?
After a company installed a new SOHO router customers were unable to access the company-hosted public website. Which of the following will MOST likely allow customers to access the website?
A technician is working to resolve a Wi-Fi network issue at a doctor's office that is located next to an apartment complex. The technician discovers that employees and patients are not the only people on the network. Which of the following should the technician do to BEST minimize this issue?
A technician is reimaging a desktop PC. The technician connects the PC to the network and powers it on. The technician attempts to boot the computer via the NIC to image the computer, but this method does not work. Which of the following is the MOST likely reason the computer is unable to boot into the imaging system via the network?
A user is being directed by the help desk to look up a Windows PC's network name so the help desk can use a remote administration tool to assist the user. Which of the following commands would allow the user to give the technician the correct information? (Select TWO).
A technician has just used an anti-malware removal tool to resolve a user's malware issue on a corporate laptop. Which of the following BEST describes what the technician should do before returning the laptop to the user?
Sensitive data was leaked from a user's smartphone. A technician discovered an unapproved application was installed, and the user has full access to the device's command shell. Which of the following is the NEXT step the technician should take to find the cause of the leaked data?
A user opened a ticket regarding a corporate-managed mobile device. The assigned technician notices the OS Is several versions out of date. The user Is unaware the OS version is not current because auto-update is turned on. Which of the following is MOST likely the cause of the Issue?
Which of the following Is a package management utility for PCs that are running the Linux operating system?
A hard drive that previously contained PI I needs to be repurposed for a public access workstation. Which of the following data destruction methods should a technician use to ensure data is completely removed from the hard drive?
A systems administrator is monitoring an unusual amount of network traffic from a kiosk machine and needs to Investigate to determine the source of the traffic. Which of the following tools can the administrator use to view which processes on the kiosk machine are connecting to the internet?
A technician is selling up a newly built computer. Which of the following is the FASTEST way for the technician to install Windows 10?
A Windows administrator is creating user profiles that will include home directories and network printers for several new users. Which of the following is the most efficient way for the technician to complete this task?
A developer receives the following error while trying to install virtualization software on a workstation:
VTx not supported by system
Which of the following upgrades will MOST likely fix the issue?
Which of the following would most likely be used in a small office environment?
A user is unable to access files on a work PC after opening a text document. The text document was labeled "URGENT PLEASE READ.txt - In active folder, .txt file titled urgent please read". Which of the following should a support technician do FIRST?
A technician needs to establish a remote access session with a user who has a Windows workstation. The session must allow for simultaneous viewing of the workstation by both the user and technician. Which of the following remote access technologies should be used?
The battery life on an employee's new phone seems to be drastically less than expected, and the screen stays on for a very long time after the employee sets the phone down. Which of the following should the technician check first to troubleshoot this issue? (Select two).
The courts determined that a cybercrimes case could no longer be prosecuted due to the agency's handling of evidence. Which of the following was MOST likely violated during the investigation?
A technician removed a virus from a user's device. The user returned the device a week later with the same virus on it. Which of the following should the technician do to prevent future infections?
A user's iPhone was permanently locked after several tailed login attempts. Which of the following will restore access to the device?
A user called the help desk lo report an Issue with the internet connection speed on a laptop. The technician thinks that background services may be using extra bandwidth. Which of the following tools should the technician use to investigate connections on the laptop?
A technician receives a help desk ticket from a user who is unable to update a phone. The technician investigates the issue and notices the following error message: Insufficient storage space
While analyzing the phone, the technician does not discover any third-party' applications or photos. Which of the following is the best way to resolve the issue?
A company recently outsourced its night-shift cleaning service. A technician is concerned about having unsupervised contractors in the building. Which of the following security measures can be used to prevent the computers from being accessed? (Select two).
A malicious file was executed automatically when a flash drive was plugged in. Which of the following features would prevent this type of incident?
A company is looking lot a solution that provides a backup for all data on the system while providing the lowest impact to the network. Which of the following backup types will the company MOST likely select?
A customer has a USB-only printer attached to a computer. A technician is configuring an arrangement that allows other computers on the network to use the printer. In which of the following locations on the customer's desktop should the technician make this configuration?
A desktop technician has received reports that a user's PC is slow to load programs and saved files. The technician investigates and discovers an older HDD with adequate free space. Which of the following should the technician use to alleviate the issue first?
A user is unable to access a web-based application. A technician verifies the computer cannot access any web pages at all. The computer obtains an IP address from the DHCP server. Then, the technician verifies the user can ping localhost. the gateway, and known IP addresses on the interne! and receive a response. Which of the following Is the MOST likely reason tor the Issue?
A company is experiencing a DDoS attack. Several internal workstations are the source of the traffic. Which of the following types of infections are the workstations most likely experiencing? (Select two).
A user contacts the help desk to request assistance with a program feature. The user is in a different building but on the same network as the help desk technician. Which of the following should the technician use to assist the user?
A technician received a call from a user who clicked on a web advertisement Now. every time the user moves the mouse, a pop-up display across the monitor. Which of the following procedures should the technician perform?
A technician is setting up a newly built computer. Which of the following is the fastest way for the technician to install Windows 10?
A technician has been tasked with troubleshooting audiovisual issues in a conference room. The meeting presenters are unable to play a video with sound. The following error is received:
The Audio Driver is not running.
Which of the following will MOST likely resolve the issue?
A user reports a virus is on a PC. The user installs additional real-lime protection antivirus software, and the PC begins performing extremely slow. Which of the following steps should the technician take to resolve the issue?
Every time a user tries to open the organization's proprietary application on an Android tablet, the application immediately closes. Other applications are operating normally. Which of the following troubleshooting actions would MOST likely resolve the Issue? (Select TWO).
A user's permissions are limited to read on a shared network folder using NTFS security settings. Which of the following describes this type of security control?
A company would like to implement multifactor authentication for all employees at a minimal cost. Which of the following best meets the company's requirements?
During an enterprise rollout of a new application, a technician needs to validate compliance with an application's EULA while also reducing the number of licenses to manage. Which of the following licenses would best accomplish this goal?
A system drive is nearly full, and a technician needs lo tree up some space. Which of the following tools should the technician use?
Which of the following protects a mobile device against unwanted access when it is left unattended?
A technician suspects the boot disk of a user's computer contains bad sectors. Which of the following should the technician verify in the command prompt to address the issue without making any changes?
A company installed a new backup and recovery system. Which of the following types of backups should be completed FIRST?
A user is unable to use any internet-related functions on a smartphone when it is not connected to Wi-Fi When the smartphone is connected to Wi-Fi the user can browse the internet and send and receive email. The user is also able to send and receive text messages and phone calls when the smartphone is not connected to Wi-Fi. Which of the following is the MOST likely reason the user is unable to use the internet on the smartphone when it is not connected to Wi-Fi?
A user reports a PC is running slowly. The technician suspects it has a badly fragmented hard drive. Which of the following tools should the technician use?
An executive has contacted you through the help-desk chat support about an issue with a mobile device.
Assist the executive to help resolve the issue.
Which of the following should be done NEXT?
A user calls the help desk to report potential malware on a computer. The anomalous activity began after the user clicked a link to a free gift card in a recent email The technician asks the user to describe any unusual activity, such as slow performance, excessive pop-ups, and browser redirections. Which of the following should the technician do NEXT?
Following the latest Windows update PDF files are opening in Microsoft Edge instead of Adobe Reader. Which of the following utilities should be used to ensure all PDF files open in Adobe Reader?
A user reports that text on the screen is too small. The user would like to make the text larger and easier to see. Which of the following is the BEST way for the user to increase the size of text, applications, and other items using the Windows 10 Settings tool?
A department has the following technical requirements for a new application:
The company plans to upgrade from a 32-bit Windows OS to a 64-bit OS. Which of the following will the company be able to fully take advantage of after the upgrade?
Which of the following is the MOST important environmental concern inside a data center?
A network administrator is deploying a client certificate lo be used for Wi-Fi access for all devices m an organization The certificate will be used in conjunction with the user's existing username and password Which of the following BEST describes the security benefits realized after this deployment?
A technician needs to format a USB drive to transfer 20GB of data from a Linux computer to a Windows computer. Which of the following filesystems will the technician MOST likely use?
A technician is setting up a desktop computer in a small office. The user will need to access files on a drive shared from another desktop on the network. Which of the following configurations should the technician employ to achieve this goal?
Which of the following must be maintained throughout the forensic evidence life cycle when dealing with a piece of evidence?
A technician needs to transfer a large number of files over an unreliable connection. The technician should be able to resume the process if the connection is interrupted. Which of the following tools can be used?
An Android user contacts the help desk because a company smartphone failed to complete a tethered OS update A technician determines there are no error messages on the device Which of the following should the technician do NEXT?
A technician has spent hours trying to resolve a computer issue for the company's Chief Executive Officer (CEO). The CEO needs the device returned as soon as possible. Which of the following steps should the technician take NEXT?
Which of the following is the MOST cost-effective version of Windows 10 that allows remote access through Remote Desktop?
Someone who is fraudulently claiming to be from a reputable bank calls a company employee. Which of the following describes this incident?
After clicking on a link in an email a Chief Financial Officer (CFO) received the following error:
The CFO then reported the incident to a technician. The link is purportedly to the organization's bank. Which of the following should the technician perform FIRST?
A technician is unable to join a Windows 10 laptop to a domain Which of the following is the MOST likely reason?
A user contacted the help desk to report pop-ups on a company workstation indicating the computer has been infected with 137 viruses and payment is needed to remove them. The user thought the company-provided antivirus software would prevent this issue. The help desk ticket states that the user only receives these messages when first opening the web browser. Which of the following steps would MOST likely resolve the issue? (Select TWO)
Welcome to your first day as a Fictional Company. LLC helpdesk employee. Please work the tickets in your helpdesk ticket queue.
Click on individual tickers to see the ticket details. View attachments to determine the problem.
Select the appropriate issue from the 'issue' drop-down menu. Then, select the MOST efficient resolution from the 'Resolution' drop-down menu. Finally, select the proper command or verification to remediate or confirm your fix of the issue from the Verify Resolve drop-down menu.
A technician is configuring a new Windows laptop Corporate policy requires that mobile devices make use of full disk encryption at all limes Which of the following encryption solutions should the technician choose?
A technician needs to recommend the best backup method that will mitigate ransomware attacks. Only a few files are regularly modified, however, storage space is a concern. Which of the following backup methods would BEST address these concerns?
A user corrects a laptop that is running Windows 10 to a docking station with external monitors when working at a desk. The user would like to close the laptop when it is docked, but the user reports it goes to sleep when it is closed. Which of the following is the BEST solution to prevent the laptop from going to sleep when it is closed and on the docking station?
A technician found that an employee is mining cryptocurrency on a work desktop. The company has decided that this action violates its guidelines. Which of the following should be updated to reflect this new requirement?
A technician has been tasked with installing a workstation that will be used tor point-of-sale transactions. The point-of-sale system will process credit cards and loyalty cards. Which of the following encryption technologies should be used to secure the workstation in case of theft?
A user reports that antivirus software indicates a computer is infected with viruses. The user thinks this happened white browsing the internet. The technician does not recognize the interface with which the antivirus message is presented. Which of the following is the NEXT step the technician should take?
A company is Issuing smartphones to employees and needs to ensure data is secure if the devices are lost or stolen. Which of the following provides the BEST solution?
A user receives a notification indicating the antivirus protection on a company laptop is out of date. A technician is able to ping the user's laptop. The technician checks the antivirus parent servers and sees the latest signatures have been installed. The technician then checks the user's laptop and finds the antivirus engine and definitions are current. Which of the following has MOST likely occurred?
Which of the following Windows 10 editions is the most appropriate for a single user who wants to encrypt a hard drive with BitLocker?
A technician is replacing the processor in a desktop computer prior to opening the computer, the technician wants to ensure the internal components are protected. Which of the following safety procedures would BEST protect the components in the PC? (Select TWO).
Which of the following OS types provides a lightweight option for workstations thai need an easy-to-use browser-based interface?
During a recent flight an executive unexpectedly received several dog and cat pictures while trying to watch a movie via in-flight Wi-Fi on an iPhone. The executive has no records of any contacts sending pictures like these and has not seen these pictures before. To BEST resolve this issue, the executive should:
A user requested that the file permissions on a Linux device be changed to only allow access to a certain group of users. Which of the following commands should be used to complete the user's request?
A technician is troubleshooting a PC because the user has reported strange pop-up windows and computer performance issues. Which of the following actions should the technician take next?
A technician wants to mitigate unauthorized data access if a computer is lost or stolen. Which of the following features should the technician enable?
An office is experiencing constant connection attempts to the corporate Wi-Fi. Which of the following should be disabled to mitigate connection attempts?
SSID
Which of the following operating systems is most commonly used in embedded systems?
Applications on a computer are not updating, which is preventing the user from opening certain files. Which of the following MMC snap-ins should the technician launch next to continue troubleshooting the issue?
A user's application is unresponsive. Which of the following Task Manager tabs will allow the user to address the situation?
Which of the following would typically require the most computing resources from the host computer?
Chrome OS
Which of the following is also known as something you know, something you have, and something you are?
ACL
Maintaining the chain of custody is an important part of the incident response process. Which of the following reasons explains why this is important?