A branch office suspects a machine contains ransomware. Which of the following mitigation steps should a technician take first?

A. Disable System Restore.

B. Remediate the system.

C. Educate the system user.

D. Quarantine the system.

A user reports a computer is running slow. Which of the following tools will help a technician identify the issue?

A. Disk Cleanup

B. Group Policy Editor

C. Disk Management

D. Resource Monitor

A technician receives a personal text message while troubleshooting a customer's P

A. The technician does not reply to the message and continues troubleshooting. Which of the following best describes the technician’s actions?

B. Avoiding distractions

C. Presenting a professional appearance

D. Setting and meeting timelines

E. Projecting con dence

A user connected a laptop to a wireless network and was tricked into providing log-in credentials for a website. Which of the following threats was used to carry out the attack?

A. Zero day

B. Vishing

C. DDoS

D. Evil twin

A technician requires graphical remote access to various Windows, Linux, and macOS desktops on the company LAN. The security administrator asks the technician to utilize a single software solution that does not require an external internet connection. Which of the following remote access tools is the technician most likely to install?

A. NC

B. RMM

C. RDP

D. SSH

A technician is troubleshooting an issue involving programs on a Windows 10 machine that are loading on startup but causing excessive boot times. Which of the following should the technician do to selectively prevent programs from loading?

A. Right-click the Windows button, then select Run… entering shell:startup and clicking OK, and then move items one by one to the Recycle Bin.

B. Remark out entries listed HKEY_LOCAL_MACHINE>SOFTWARE>Microsoft>Windows>CurrentVersion>Run.

C. Manually disable all startup tasks currently listed as enabled and reboot, checking for issue resolution at startup.

D. Open the Startup tab and methodically disable items currently listed as enabled and reboot, checking for issue resolution at each startup.

All the desktop icons on a user's newly issued PC are very large. The user reports that the PC was working ne until a recent software patch was deployed. Which of the following would BEST resolve the issue?

A. Rolling back video card drivers

B. Restoring the PC to factory settings

C. Repairing the Windows profile

D. Reinstalling the Windows OS

Which of the following items require special e-waste recycling? (Choose two.)

A. Solid-state drive

B. A/C adapter

C. Surge protector

D. Laptop battery

E. CRT monitor

F. Power supply

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 log-in issue?

A. Expired certificate

B. OS update failure

C. Service not started

D. Application crash

E. profile rebuild needed

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 efficient way for the owner to install the application?

A. Use a network share to share the installation files.

B. Save software to an external hard drive to install.

C. Create an imaging USB for each P

D. Install the software from the vendor’s website.

A technician is hardening a company file server and needs to prevent unauthorized LAN devices from accessing stored files. Which of the following should the technician use?

A. Software firewall

B. Password complexity

C. Antivirus application

D. Anti-malware scans

Which of the following defines the extent of a change?

A. Scope

B. Purpose

C. Analysis

D. Impact

A company wants to remove information from past users' hard drives in order to reuse the hard drives. Which of the following is the MOST secure method?

A. Reinstalling Windows

B. Performing a quick format

C. Using disk-wiping software

D. Deleting all files from command-line interface:

A user who is unable to connect to the network submits a help desk ticket. The assigned help desk technician inquires about whether any recent changes have been made. The user reports there is construction activity in the surrounding offices. The help desk technician proceeds to ping the user's desktop, which does not respond. Which of the following is the MOST likely cause of this issue?

A. A duplicate IP address has been issued to the user’s desktop.

B. The HDD of the OS is failing.

C. The network cable has become disconnected.

D. Malware has infected the system.

HOTSPOT
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.
INSTRUCTIONS
Select the MOST appropriate statement for each response.
If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

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. Port forwarding

B. Firmware updates

C. IP filtering

D. Content filtering

A technician is setting up a backup method on a workstation that only requires two sets of tapes to restore. Which of the following would BEST accomplish this task?

A. Differential backup

B. Off-site backup

C. Incremental backup

D. Full backup

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?

A. Guards

B. Bollards

C. Motion sensors

D. Access control vestibule

A technician is troubleshooting boot times for a user. The technician attempts to use MSconfig to see which programs are starting with the OS but receives a message that it can no longer be used to view startup items. Which of the following programs can the technician use to view startup items?

A. msinfo32

B. perfmon

C. regedit

D. taskmgr

A technician is troubleshooting an issue with a computer that contains sensitive information. The technician determines the computer needs to be taken off site for repair. Which of the following should the technician do NEXT?

A. Remove the HDD and then send the computer for repair.

B. Check corporate polices for guidance.

C. Delete the sensitive information before the computer leaves the building.

D. Get authorization from the manager.

An organization implemented a method of wireless security that requires both a user and the user's computer to be in specific managed groups on the server in order to connect to Wi-Fi. Which of the following wireless security methods BEST describes what this organization implemented?

A. TKIP

B. RADIUS

C. WPA2

D. AES

Which of the following would most likely be used in a small office environment?

A. Print server

B. Virtualization

C. Domain access

D. Workgroup

A technician receives a call from a user who is unable to open Outlook. The user states that Outlook worked ne yesterday, but the computer may have restarted sometime overnight. Which of the following is the MOST likely reason Outlook has stopped functioning?

A. Spam filter installation

B. Invalid registry settings

C. Malware infection

D. Operating system update

After returning from vacation, a user is unable to connect to the network at the corporate office. Windows allows the user to log in; however, no internal or external websites are accessible when running a browser. The user's expected network shares are unreachable, and all websites attempted return the message, `Hmm, we can't reach this page.` Which of the following is the MOST likely cause of this issue?

A. The user’s password expired while on vacation.

B. The user clicked on a malicious email.

C. The user connected to a captive portal while traveling.

D. The user enabled airplane mode.

As part of a CYOD policy, a systems administrator needs to configure each user's Windows device to require a password when resuming from a period of sleep or inactivity. Which of the following paths will lead the administrator to the correct settings?

A. Use Settings to access Screensaver settings.

B. Use Settings to access Screen Timeout settings.

C. Use Settings to access General.

D. Use Settings to access Display.

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? (Choose two.)

A. Scan the computer with the company-provided antivirus software.

B. Install a new hard drive and clone the user’s drive to it.

C. Deploy an ad-blocking extension to the browser.

D. Uninstall the company-provided antivirus software.

E. Click the link in the messages to pay for virus removal.

F. Perform a reset on the user’s web browser.

A technician is working on a Windows 10 PC that has unwanted applications starting on boot. Which of the following tools should the technician use to disable applications on startup?

A. System configuration

B. Task Manager

C. Performance Monitor

D. Group Policy Editor

An administrator is designing and implementing a server backup system that minimizes the capacity of storage used. Which of the following is the best backup approach to use in conjunction with synthetic full backups?

A. Differential

B. Open file

C. Archive

D. Incremental

A large company is selecting a new Windows operating system and needs to ensure it has built-in encryption and endpoint protection. Which of the following Windows versions will MOST likely be selected?

A. Home

B. Pro

C. Pro for Workstations

D. Enterprise

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. User account status

B. Mobile OS version

C. Data plan coverage

D. Network traffic outages

A user reports that the pages flash on the screen two or three times before nally staying open when attempting to access banking web pages. Which of the following troubleshooting steps should the technician perform NEXT to resolve the issue?

A. Examine the antivirus logs.

B. Verify the address bar URL.

C. Test the internet connection speed.

D. Check the web service status.

A change advisory board authorized a setting change so a technician is permitted to implement the change. The technician successfully implemented the change. Which of the following should be done next?

A. Document the date and time of change.

B. Document the purpose of the change.

C. Document the risk level.

D. Document the findings of the sandbox test.

A technician downloads a validated security tool and notes the vendor hash of a11e11a1. When the download is complete, the technician again validates the hash, but the value returns as 2a222a2b2. Which of the following is the MOST likely cause of the issue?

A. Private-browsing mode

B. Invalid certificate

C. modified file

D. Browser cache

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. Disable System Restore.

B. Educate the end user.

C. Install the latest OS patches.

D. Clean the environment preinstallation.

Which of the following is the proper way for a technician to dispose of used printer consumables?

A. Proceed with the custom manufacturer’s procedure.

B. Proceed with the disposal of consumables in standard trash receptacles.

C. Empty any residual Ink or toner from consumables before disposing of them in a standard recycling bin.

D. Proceed with the disposal of consumables in standard recycling bins.

Someone who is fraudulently claiming to be from a reputable bank calls a company employee. Which of the following describes this incident?

A. Pretexting

B. spoofing

C. Vishing

D. Scareware

A department has the following technical requirements for a new application:
Quad Core processor -
250GB of hard drive space
6GB of RAM
Touch screens -
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?

A. CPU

B. Hard drive

C. RAM

D. Touch screen

A company is looking for 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. Off-site

B. Synthetic

C. Full

D. Differential

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. Changing the office’s Wi-Fi SSID and password

B. Performing a remote wipe on the device

C. Changing the user’s password

D. Enabling remote drive encryption

A remote user is having issues accessing an online share. Which of the following tools would MOST likely be used to troubleshoot the issue?

A. Screen-sharing software

B. Secure shell

C. Virtual private network

D. File transfer software

A technician is trying to connect to a user's laptop in order to securely install updates. Given the following information about the laptop:

Which of the following should the technician do to connect via RDP?

A. confirm the user can ping the default gateway.

B. Change the IP address on the user’s laptop.

C. Change the subnet mask on the user’s laptop.

D. Open port 3389 on the Windows firewall.

A technician needs to remotely connect to a Linux desktop to assist a user with troubleshooting. The technician needs to make use of a tool natively designed for Linux. Which of the following tools will the technician MOST likely use?

A. VNC

B. MFA

C. MSRA

D. RDP

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. Enable promiscuous mode.

B. Clear the browser cache.

C. Add a new network adapter.

D. Reset the network adapter.

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. Run sfc / scannow on the drive as the administrator

B. Run cleanmgr on the drive as the administrator

C. Run chkdsk on the drive as the administrator

D. Run dfrgui on the drive as the administrator

A user reports a workstation has been performing strangely after a suspicious email was opened on it earlier in the week. Which of the following should the technician perform FIRST?

A. Escalate the ticket to Tier 2.

B. Run a virus scan.

C. Utilize a Windows restore point.

D. Reimage the computer.

A technician needs administrator access on a Windows workstation to facilitate system changes without elevating permissions. Which of the following would best accomplish this task?

A. Group Policy Editor

B. Local Users and Groups

C. Device Manager

D. System configuration

Which of the following filesystem types does macOS use?

A. ext4

B. exFAT

C. NTFS

D. APFS

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. Resource Monitor

B. Performance Monitor

C. Command Prompt

D. System Information

During a network outage, a technician discovers a new network switch that was not listed in the support documentation. The switch was installed during a recent change window when a new office was added to the environment. Which of the following would most likely prevent this type of mismatch after next month's change window?

A. Performing annual network topology reviews

B. Requiring all network changes include updating the network diagrams

C. Allowing network changes once per year

D. Routinely backing up switch configuration files

A corporation purchased new computers for a school. The computers are the same make and model and need to have the standard image loaded. Which of the following orchestration tools should a desktop administrator use for wide-scale deployment?

A. USB drive

B. DVD installation media

C. PXE boot

D. Recovery partition