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Q41. A new help desk technician receives a trouble call from a user. The issue is something the technician has never encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the technician to:
A. tell the customer the issue needs to be escalated to a higher tier technician.
B. ask the customer if they would mind holding for no more than two minutes to check resources.
C. tell the customer this is the first time encountering the issue and to please be patient.
D. ask the customer to please hold while a senior technician is consulted regarding the issue.
Answer: B
Q42. A user has a Windows 8.1 RT operating system and wants to add additional programs to the computer. Which of the following is available for installing more applications?
A. Microsoft Store
B. DVD
C. Google Play
D. iTunes
Answer: A
Q43. 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
Q44. A technician is configuring a SOHO router to ensure network computers can only use secured protocols on the Internet. Which of the following ports should be allowed?
A. 143
B. 23
C. 443
D. 3269
E. 3389
Answer: C
Q45. A customer has made several trouble calls to the help desk and is very irate. The
technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?
A. Communicate status with customer and ensure successful call transfer
B. Remain on the line until the issue is resolved
C. Inform the customer that the issue cannot be resolved at this level
D. Tell customer that patience will be needed
Answer: A
Q46. Which of the following should be used to ensure that a Windows OS is functioning optimally?
A. Driver updates
B. Scheduled backups
C. Application updates
D. Restore points
Answer: A
Q47. A user’s email inbox is suddenly receiving dozens of rejection messages from various mail servers. Which of the following would the technician perform to BEST solve the issue?
A. Change the user’s email password.
B. Enable spam filtering on the email account.
C. Change the email account from POP to IMAP.
D. Disable the user’s email account.
Answer: A
Q48. After an installation of a video adapter, the screen on a Windows 7 system cannot be seen. Which of the following Windows 7 functions will resolve this?
A. Component Management
B. Startup Repair
C. Device Manager
D. Task Manager
Answer: B
Q49. 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?
A. BitLocker To Go
B. Set strong passwords
C. Disable usermin
D. Disable AutoRun
Answer: D
Q50. Joe, a user, is using his smartphone for navigation while driving. As he drives, an icon frequently appears on the screen informing the user additional information is required to log in. Which of the following is causing this?
A. Unintended WiFi connections
B. Cellular data roaming notifications
C. Weak cellular signal
D. Unintended Bluetooth connections
Answer: A