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Q1. Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery drains faster than normal and she has poor cellular reception. Which of the following is the reason for the fast battery drain?
A. Unpaired Bluetooth
B. Weak signal
C. Defective SD card
D. Malware
Answer: B
Q2. Which of the following tasks is automatically added to the task scheduler in Windows to keep hard disk performance up?
A. defrag
B. chkdsk
C. cleanmgr
D. diskpart
Answer: A
Q3. A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced?
A. Virus infection
B. Man-in-the-middle attack
C. Phishing attack
D. Malware infection
Answer: A
Q4. Which of the following features is being used when a smartphone is used to purchase a product at a retail kiosk?
A. NFC
B. Virtual assistant
C. SDK
D. Bluetooth
Answer: A
Q5. 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?
A. Ask to user to wait in the area while repairs are being made.
B. Offer a temporary loaner laptop for the user to work on.
C. Inform the user that it will be ready “sometime” and to come back later.
D. Ask the user to bring the laptop back when the department is less busy.
Answer: B
Q6. Virtual machines provide users with the ability to do which of the following?
A. Extend 32-bit machines to 64-bits
B. Share hardware resources
C. Increase the network download speed
D. Use less memory in the machine
Answer: B
Q7. 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?
A. Identify symptoms, quarantine infected system, and create restore point.
B. Quarantine infected system, identify symptoms, and create restore point.
C. Identify symptoms, educate end user, and create restore point.
D. Create restore point, identify symptoms, and quarantine infected system.
Answer: A
Q8. 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?
A. Power off the device
B. Install an add-on card
C. Update the WiFi antenna
D. Update firmware
Answer: D
Q9. A user wants to save a file into another user’s directory, but the file save is denied. Which of the following is the MOST likely reason the file save cannot be completed?
A. The user must be a member of the Users group
B. The user requires write permissions to the folder
C. The user requires read permission to the folder
D. The user must be a member of the Administrators group
Answer: B
Q10. A user, Ann, receives a call from Joe who states that he is brand new in the help desk. Joe states that he needs to update Ann’s email client to prevent corruption. At Joe's request, Ann discloses her user name and password. She later discovers that Joe is not a member of the help desk. Which of the following has occurred?
A. Social engineering
B. Phishing
C. Spear phishing
D. Hijacking
Answer: A
Q11. 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?
A. Check the phone for unauthorized root access
B. Disable the phone’s Bluetooth chip
C. Erase all personal data from the phone
D. Check the phone for location tracking
Answer: A
Q12. 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
Q13. A technician has upgraded four computers and would like to securely repurpose the hard drives for later use. Which of the following should the technician do to the drives to prepare them for later use?
A. chkdsk
B. Degauss
C. Quick format
D. Drive wipe
Answer: D
Q14. 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
Q15. 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?
A. POP3
B. IMAP
C. S/MIME
D. SMTP
Answer: A