Which
power criterion will affect the number of internal drives that are installed in
a computer?
+5VDC
output
+20VDC
output
AC
input
DC
output
power
supply voltage
power
supply wattage
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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?
adequate
RAM
an
open PCI/PCIe expansion slot
an
available PATA/SATA connection
BIOS
version
the
heat that is generated and air flow
requirements
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Why
do laptop computers use CPU throttling
techniques?
to
enhance the performance of the CPU
to
reduce the heat that the CPU may generate
to
ensure the CPU is running at its peak speed
to
conserve the battery life by reducing the bus speed between the CPU and
RAM
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Which
step is critical in selecting and installing multiple cooling fans for a PC
case?
Make
sure they are the same make and model.
Make
sure they run at the same speed.
Make
sure they provide the same amount of air flow.
Make
sure they are mounted in correct air flow
directions.
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Which
statement is true about DDR2 and DDR3 RAM
modules?
They
operate at the same voltage.
They
have a different number of contact pins.
They
use different types of DIMM slots on the
motherboard.
They
require the same operating frequency on the front side
bus.
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To
avoid electromagnetic interference, which type of equipment should a technician
route copper network cables away from?
wireless
network devices
cordless
telephones
microwave
ovens
electric
motors
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Which
statement is true about the use of an antistatic wrist
strap?
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.
The
metal part of the wrist strap should not make contact with your
skin.
An
antistatic wrist strap should not be worn when repairing a power
supply.
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Which
are two potential risks to a mobile device that could result from rooting or
jailbreaking the device? (Choose two.)
A
custom OS enables user access to the root
directory.
A
custom OS may not properly create or maintain sandboxing
features.
The
user interface may be extensively customized.
The
device performance may be improved.
Some
features initially disabled by a carrier may be
enabled.
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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?
Refer
the angry customer to a supervisor.
Advise
the customer that the requested technician is out of the office and insist on
trying to resolve the problem.
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.
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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?
Verify
that the computer is working properly now.
Listen
to the complaint and then apologize for any inconvenience caused by the lengthy
service on the computer.
Explain
that the repair technician sent to perform the service is
inexperienced.
Put
the customer on hold until a supervisor is
available.
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What
two actions are appropriate for a support desk technician to take when assisting
customers? (Choose two.)
Interrupt
customers if they start to solve their own
problems.
Comfort
a customer by minimizing the customer problem.
Let
a customer finish talking before asking additional
questions.
If
you have to put the customer on hold, ask the customer for
permission.
As
soon as you detect customer anger, pass the angry customer to the next
level.
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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
a problem requires expertise from another
technician
when
the technician cannot understand the problem as explained by the
customer
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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
FireWire
PCI
PCIe
USB
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Which
motherboard feature controls the amount of data that a CPU transfers at one
time?
pin
grid array
front
side bus
MMX
instructions
read-only
memory
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What
laptop component converts DC power to AC so that the display can
illuminate?
inverter
backlight
CCFL
battery
motherboard
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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.)
Remove
the battery.
Disconnect
AC power.
Enable
Bluetooth in BIOS Setup.
Ensure
that the antistatic wrist strap is attached to a nonpainted portion of the
laptop.
Ensure
that the laptop Bluetooth switch is
enabled.
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Which
statement correctly compares the characteristics of coaxial cable with
twisted-pair cable?
The
limited bandwidth of coaxial cable makes it better than twisted-pair cable for
LAN installations.
Coaxial
cable is less expensive than twisted-pair cable.
Coaxial
cable is physically more difficult to install than UTP
cable.
Because
it contains a single copper conductor, coaxial cable is easier to troubleshoot
than twisted-pair cable.
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How
is DSL able to carry telephone and data signals at the same
time?
Each
signal uses a different frequency.
Each
connection is dialed separately.
DSL
uses low frequency transmissions.
DSL
uses digital signals to carry both the telephone and data
traffic.
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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?
everything
that was done to try to solve the problem
only
the solution, because this solved the problem
only
the failed attempts, so that future technicians will know what not to
try
a
description of the problem and
solution
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A
user wants to upgrade components in a laptop to improve performance. Which two
components can be replaced by the user? (Choose
two.)
RAM
battery
motherboard
CPU
LCD
display
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What
are two operating systems that are found on mobile devices? (Choose
two.)
Android
iOS
Google
Apple
MobileOS
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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?
Set
up the virtual machines using a native
hypervisor.
Set
up the virtual machines using a hosted
hypervisor.
Set
up the virtual machines as Windows Virtual PCs
Limit
the amount of paged RAM.
Disable
hyperthreading in the
BIOS.
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Which
feature of a mobile device touchscreen will allow a user to zoom in displayed
items such as maps and photographs?
long
touch
double
touch
pinch
slide
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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
user has downloaded a virus.
The
widget is corrupt.
The
security settings of the Android OS have been
compromised.
The
widget is associated with the app and this is the normal
behavior.
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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
Last Known Good Configuration is overwritten with the current one on successful
login.
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.
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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
NTOSKRNL.EXE
BOOT.INI
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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?
Partition
the unallocated space.
Format
the existing partition.
Delete
all partitions and reinitialize the disk.
Covert
the unallocated space into a dynamic
disk.
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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?
Replace
the CMOS battery.
Launch
Device Manager to discover new hardware.
Reset
the BIOS using the CMOS jumper.
Start
the computer with the last known good
configuration.
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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?
Develop
a new theory.
Test
the theory.
Establish
a plan of action.
Identify
the problem.
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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?
Cancel
the job that displays the error that is preventing the other jobs from being
printed.
Reinstall
the printer driver.
Unplug
the data cable from the printer and plug it in
again.
Plug
the printer to a voltage
regulator.
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A
technician is troubleshooting a printer that fails to print because of constant
paper jams. What should the technician try
first?
Clean
the printer.
Secure
printer cables.
Configure
the printer port.
Check
for bent pins on the printer
cable.
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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
Windows
7 Ultimate and Professional
Windows
7 Ultimate and Professional and Home Premium
Windows
7 Ultimate and Professional and Home Premium and
Starter
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What
does %USERPROFILE% represent in the
pathC:\Users\%USERPROFILE%\AppData\Local\Temp?
the
location of the Documents folder of a particular
user
an
environment variable that is set by the operating
system
a
variable set by the administrator for each user of the
system
a
fixed value that represents the level of access of a user to system
files
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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.
Choose Start
> Control Panel > Accessories > System Tools > System Restore >
Create a restore point.
Choose Start
> All Programs > Accessories > System Tools > System Restore >
Create a restore point.
Right-click My
Computer and then choose Properties > Restore > Create Restore
Point.
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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?
1
primary, 3 active, 1 extended, 2 logical
2
logical, 2 active, 3 extended
2
primary, 1 active, 1 extended, 3 logical
3
primary, 1 active, 2
extended
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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
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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
biometric
reader
electronic
key card
key
fob
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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
WEP
WPA
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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?
spyware
phishing
adware
Trojan
social
engineering
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What
best describes the security threat of spoofing?
making
data appear to come from a source that is not the actual
source
sending
abnormally large amounts of data to a remote server to prevent user access to
the server services
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
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Which
three attributes of NTFS make it a better file system than FAT32? (Choose
three.)
file
and folder permission options
file
size per volume of 4.17 million
journaling
large
cluster size
encryption
at the file and folder level
maximum
individual file size of 4
GB
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Which
open standards-based wireless security mode supports the highest level of
security?
WEP
WPA2
WPA
LEAP
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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 Full Control
Set
the file permissions to Read and
Execute.
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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
toner
cartridge
corona
wire
printer
head
paper
tray
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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
microwave oven
the
large number of trees that surround the office
the
cellular phones that are used by the employees
the
elevated location where the wireless LAN was
installed
the
number of wireless devices that are used in the wireless
LAN
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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?
FTP
HTTP
SSH
Telnet
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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
cable is not connected properly to the NIC.
The
computer has an invalid IP address.
The
computer has an incorrect subnet mask.
The
computer has an invalid default gateway
address.
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What
is the reason for disabling SSID broadcasting and changing the default SSID on a
wireless access point?
Anyone
with the default SSID can gain access to the access point and change the
configuration.
Disabling
SSID broadcasting frees up radio frequency bandwidth and increases the data
throughput of the access point.
The
access point stops broadcasting its own MAC address, thus preventing
unauthorized wireless clients from connecting to the
network.
Wireless
clients must then have the SSID manually configured to connect to the wireless
network.
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After
confirming the removal of a virus from a computer, how should the technician
ensure and verify the full functionality of the
system?
Check
for the latest OS patches and updates.
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.
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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.)
Do
not click anywhere in the warning window.
If
the window has to be closed, then press Alt +
F4.
Close
the window by clicking the cross in the top right
corner.
Click
the Cancel button in the window to close the
window.
Update
the antimalware software on the
computer.
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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?
Disable
the account of the former employee.
Delete
the account of the former employee.
Delete
the files from the server.
Change
the account to a Guest
account.
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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 are less expensive as an initial purchase than laser
printers.
A
laser printer is significantly slower than an inkjet
printer.
Both
laser and inkjet printers produce poor quality
images.
The
laser printer output is dry after printing, but an inkjet printer may still have
wet ink on the paper after printing.
Inkjet
printers use plain paper to make economical prints, but laser printers require
more expensive thermal
paper.
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Which
two procedures should be done before performing preventive maintenance on a
laptop? (Choose two.)
Attach
any devices that are normally used as part of daily
operations.
Verify
that all drivers are current.
Ensure
the BIOS is the latest version.
Disconnect
the AC adapter.
Remove
the battery.
Ensure
the latest operating system updates have been
applied.
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In
what circumstance would plenum-rated twisted-pair computer network cabling be
required?
when
the required cable run is more than 330 feet in
length
when
the cable run must be installed inside a ceiling
when
the cable run connects to the MDF
when
the cabling is installed at a punchdown block in a wiring
closet
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Which
three actions should be part of a regular computer preventive maintenance plan?
(Choose three.)
removing
dust from fan intakes, the power supply, and
peripherals
installing
appropriate security updates
removing
unused or unwanted programs
changing
browser settings
deleting
old email
installing
more RAM in the machine
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Which
feature is characteristic of
the ntbackup command?
It
can be executed from a batch file.
It
can be used to restore files.
It
is used to create a copy of the registry.
It
is used to create restore
points.
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What
are the four layers in the TCP/IP reference
model?
HTTP,
TCP, IP, Ethernet
TCP,
IP, Ethernet, IEEE
application,
transport, internet, network access
application,
presentation, session, transport
physical,
data link, network,
transport
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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?
Modify
the group account of the user to include all file
permissions.
Reboot
the wireless access point.
Rename
the laptop and reset the user password on the
network.
Verify
that the MAC address for the laptop is in the MAC address filter
table.
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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?
APIPA
DHCP
DIPS
ICMP
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What
is a typical task performed by a level one technician in a call
center?
gathering
information when a customer calls for help
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
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