An end user submits a request for the IT specialist to install new software on a workstation. The workstation has the following specifications:
 
The minimum software requirements for the new application are a dual-core, 64-bit OS with 4GB of RAM and 60GB storage. Which of the following conditions will the technician encounter when attempting to install the software?

A. Insufficient RAM

B. Incompatible processor

C. Insufficient storage

D. Incompatible system architecture

E. Insufficient network bandwidth

Joe, a mobile device user, reached his monthly quota of data about halfway through the current billing cycle. Joe contacts a technician to identify potential issues with the mobile device, as his usage patterns have not changed over the past month.
Which of the following is MOST likely causing this issue?

A. There are unintended WiFi connections.

B. Location tracking has been enabled.

C. Applications are causing high resource utilization.

D. Malware is causing excessive data transmission.

A user reports that an application has been closing unexpectedly for the past two days when posting transactions. When an administrator attempts to access the application, it generates an error stating a data library is missing.
Which of the following should a technician attempt FIRST?

A. Uninstall and reinstall the application using the Windows Control Panel.

B. Reinstall the application using the Windows Control Panel

C. Repair the application using the Windows Control Panel.

D. Locate the missing data library and copy it to the Windows program folder.

A window appears on a user's screen stating the computer's files have been encrypted and an access code must be used to unlock the user's data.
This is an example of:

A. ransomware.

B. incorrect file permissions.

C. a virus.

D. an invalid certificate.

A technician is setting up a new virtualization server, which will be initially used to host a client VM that will manage print jobs. The client, however, has future plans to utilize the server to host other VMs.
Which of the following should the technician implement to ensure maximum uptime of the client VM?

A. Cloud storage backup

B. Large file storage

C. Image-level backup

D. Uninterruptible power supply

A technician has enabled port security on a switchport.
Which of the following BEST describes the effect this will have?

A. Devices must match a list of allowed MAC addresses before accessing the network.

B. Devices need to conform to the policies set forth by the MDM software.

C. Data loss prevention software will be monitoring for data exfiltration on the port.

D. A firewall is actively monitoring the network traffic using heuristic analysis.

A technician is in the process of removing a recently discovered Trojan horse application from a user's laptop.
Which of the following should the technician complete to prevent reinfection of the same machine?

A. Reenable Windows System Restore after rebooting the device.

B. Research the symptoms to identify the threat.

C. Update the operating system and anti-malware signatures.

D. Isolate the infected machine from all networks.

A technician is cleaning malware on a Windows workstation.
Which of the following would MOST likely prevent a recurrence of the same malware?

A. Enable Shadow Copy.

B. Disable System Restore.

C. Update root certificates.

D. Modify file permissions.

A technician performs a risk assessment and determines a requested change has low risk and low impact.
Which of the following best practices should the technician follow to proceed with implementing the change?

A. Update the ticket with the results of the risk assessment and implement the change.

B. Reference the business policy and follow all change management procedures.

C. Obtain approval from the department and implement the change.

D. Provide a risk assessment to colleagues for peer review.

Which of the following would MOST likely be used by an attacker to identify the hash value of a strong password quickly?

A. Brute force

B. Key stretching

C. Rainbow table

D. Dictionary attack

Which of the following would MOST likely be used in secure client-server communication?

A. Redirection

B. Certificates

C. Port security

D. Group Policy

A user can access the company's internal website properly, but some e-commerce websites have stopped loading and been replaced with an error message. The technician who is troubleshooting the issue tries to update the malware scanner over the network, but the automatic update fails. However, a manual update is successful from a USB drive. No viruses are detected on the device after a full system scan.
Which of the following is the MOST likely cause of the issue?

A. Incorrect time

B. Browser redirection

C. Hijacked email

D. Rogue antivirus

Which of the following should be replaced after a voltage spike?

A. Surge suppressor

B. Battery backup

C. Power supply

D. Electrical cable

A user's computer was infected with malware, and a technician successfully removed the infection. However, the user reports certain web-based services are still inaccessible.
Which of the following should the technician perform FIRST to resolve the issue?

A. Turn off System Restore.

B. Update the malware signatures.

C. Reset the Internet Explorer settings.

D. Check the hosts file.

A technician is removing malware from a workstation. The malware was installed via a phishing attack, which was initiated from a link that was included in an email.
Which of the following should the technician do to address this issue? (Choose two.)

A. Ensure the anti-rootkit utility is up to date and run it to remove the threat.

B. Update the host firewall to block port 80 on the workstation.

C. Restore the system using the last known-good configuration from the recovery console.

D. Ensure antivirus is up to date and install the latest patches.

E. Educate the user on verifying email links by hovering over them before clicking.

F. Ensure endpoint protection is up to date and run the utility to remove the threat.

A user tries to open a client/server application, but a prompt appears for the username and password. The user is able to open and use the email client with no issues. The user's workstation is a loaner laptop. Everyone at the company is given administrator rights on their individual workstations.
Which of the following is MOST likely preventing the user from running this program?

A. EFS

B. NTFS

C. UTP

D. UAC

A technician is working on a computer that has the following symptoms:
* Unable to access the Internet
* Unable to send email
* Network connection (limited or no connectivity)
The technician runs hardware diagnostics on the computer and verifies the computer's NIC is functioning correctly. The technician attempts to access the Internet and receives the message: page cannot be displayed. The technician runs a command to verify the computer network settings and sees the following information:
IP address: 192.168.0.100 -
Subnet mask: 255.255.255.0 -
Gateway: 192.168.0.1 -
DNS: 192.168.0.1 -
The technician confirms other computers on the network can access the Internet.
Which of the following is MOST likely causing the issues?

A. Rogue antivirus

B. Firewall rule

C. Ransomware

D. Proxy settings

Several mobile users are reporting issues connecting to the WLAN within a warehouse. A technician tests wireless connectivity in the lobby and is able to connect successfully. Mobile users can connect to the Internet using cellular service, but they cannot access any internal resources on the WLAN. The technician received alerts of devices failing throughout the network due to a power outage.
Which of the following is MOST likely causing the wireless issues?

A. SSID is configured to not broadcast.

B. The system locked out for all wireless users.

C. The DHCP scope for WLAN is full.

D. The WAP in the warehouse is down.

Which of the following filesystem types has native read/write support on all desktop operating systems?

A. FAT32

B. ReFS

C. NTFS

D. Ext4

A folder on an NTFS volume has the following permissions enabled for the administrators group: full control, modify, and write. A technician adds a permissions entry to the folder's security settings, denying the administrators group write and modify access.
Which of the following permissions will the administrators group effectively have? (Choose two.)

A. Write

B. Read

C. Full control

D. Modify

E. Execute

F. Special permissions

Which of the following is MOST likely to be specified as a system requirement for the installation of a photo editing application in Microsoft Windows?

A. HDD speed

B. RAM quantity

C. Network bandwidth

D. CPU compatibility

A technician needs to recommend a disaster recovery solution for a company that has three offices across two states. The technician must ensure the solution has:
* The ability to centralize data backups
* High availability
* The ability to synchronize user data to local machines
Which of the following solutions will the technician MOST likely recommend? (Choose two.)

A. Cold storage of all corporate data

B. Redundant network links

C. Hot site

D. Servers at each location

E. Clustered backups

F. Cloud replication

G. Local backups

Which of the following is an example of PHI?

A. Phone number

B. Credit card number

C. Salary information

D. Employer information

While troubleshooting a software error on a user's computer, a technician finds inappropriate content.
Which of the following should the technician perform FIRST?

A. Preserve the data on an external drive.

B. Report the discovery through proper channels.

C. Document the findings.

D. Erase the data and inform the user.

After purchasing an Ultrabook, Ann, a home user, has a technician come to her home and install an operating system.
Which of the following OS installation methods will the technician MOST likely use?

A. Flash drive

B. PXE

C. Optical disc

D. Cloned drive

Joe, a user, is receiving automated replies but does not remember sending any emails to those recipients. He checks the sent items folder and sees email messages he did not send.
Which of the following would be the BEST way to resolve this issue?

A. Reset Joe’s email password.

B. Set up a rule to delete the automated replies.

C. Mark the automated replies as spam.

D. Rebuild Joe’s profile.

A user in a SOHO wants to allow Joe, a remote technician, to connect securely to the user's workstation. Joe informs the user that the VPN was successful, but he still cannot connect.
Which of the following settings in the SOHO router MOST likely need to be adjusted?

A. Encryption

B. Firewall

C. DHCP

D. DNS

E. NAT

A technician is remediating a virus on an infected workstation. All user files are set to system and hidden.
Which of the following should a technician perform NEXT to remediate the system?

A. Back up user data and rebuild the user profile.

B. Restore user data and reset the user file attributes via a command line.

C. Run System Restore to a date before the infection.

D. Perform a clean install of the OS and restore the user data.

E. Reset all file attributes on the user’s profile via command line.

A computer running Windows 7 has an icon that has the appearance of an unlocked padlock with a yellow warning graphic.
This icon advises the user that:

A. BitLocker is operating on the system but not for the user.

B. BitLocker has locked the drive, and it is no longer accessible.

C. BitLocker is suspended, and the drive is no longer encrypted.

D. BitLocker has encountered an error, and the user should run the check disk utility.

A customer wants to format a 4TB external drive with a filesystem that is compatible with both Windows and Linux OSs.
Which of the following should the technician suggest the customer use?

A. Ext4

B. exFAT

C. NFS

D. FAT32

E. CDFS

A technician is working on an infected computer that is currently turned off. The technician is concerned the boot sector is affected.
Which of the following is the BEST method for the technician to use to scan the boot sector?

A. Mount the drive using a forensic platform.

B. Boot into safe mode.

C. Boot to last known good configuration.

D. Boot the drive in another computer.

A business unit wants to upgrade the current version of its loan processing software. A manager is putting together a change management request and gathering information on the software.
Which of the following would be MOST important during this phase of the request process?

A. Back-out plan

B. End-user acceptance

C. Risk analysis

D. Test plan

A technician is helping a remote user who has a Windows issue. The user is working from a shared office space and is not on the corporate network. Which of the following remote access methods is MOST likely to be successful in this case?

A. Telnet

B. Remote desktop

C. Third-party screen sharing

D. Secure shell

A technician is able to connect to a website; however, the technician receives the following error when attempting to access a different website: Page cannot be displayed. Which of the following command line tools would be BEST to identify the root cause of the connection problem?

A. ipconfig

B. tracert

C. nslookup

D. netstat

E. ping

After installing an application on a smartphone, a user starts receiving pop-up ads for recently visited physical stores. The user also receives prompts to install other applications. Which of the following permissions should be revoked to disable the unwanted notifications?

A. Account access

B. Mobile data

C. Location access

D. Contacts access

A technician is encrypting the company's laptops using BitLocker, but some of the laptops do not have a built-in TPM.
Which of the following would enable the technician to use BitLocker on these machines?

A. A USB key

B. A firmware update

C. A local disk

D. Two-factor authentication

Which of the following operating systems has versions for servers, workstations, and phones?

A. Android

B. iOS

C. Chrome OS

D. Windows

In which of the following operating systems has the publisher removed the ability to turn off automatic updates with the Control Panel applet?

A. Windows Server 2012 R2

B. Windows Server 2016

C. Windows 7

D. Windows 8.1

E. Windows 10

Which of the following is an authentication protocol that can be used for users in the field?

A. WEP

B. WPA2

C. RADIUS

D. TKIP

During a network server outage, the administrator's computer received an IP address of 169.254.0.10 and had no access to internal or external resources.
Which of the following should be configured to ensure the administrator's computer retains network access?

A. Alternative IP address

B. Wake-on-LAN

C. APIPA

D. Proxy setting

A technician is setting up a SOHO wireless router and needs to adhere to the following requirements:
* The router should not assign network addresses to any device.
* All devices in the office must be able to access network resources and the Internet.
Which of the following should the technician perform to meet these requirements?

A. Assign static IP addresses on all devices.

B. Set up MAC filtering for all devices.

C. Place all devices in a DMZ.

D. Enable port forwarding for all devices.

A technician needs to update the network firewall, which will cause a temporary outage. The technician submits a change management request to perform the required maintenance. Which of the following provides details about what the technician will need to do if the update fails?

A. Back-out plan

B. Scope of the change

C. Risk analysis

D. End-user acceptance

A recent outbreak of a virus has uncovered that a company must put a security template in place to mitigate future virus outbreaks.
Which of the following best practices would a technician MOST likely implement as part of the security template? (Choose two.)

A. Failed attempts lockout policy

B. Restricting user permissions

C. Login time restrictions

D. Setting strong passwords

E. Patch/update management

A company is upgrading the desktops of all its employees. Users in the multimedia department would like to keep the RAM from their current desktops to upgrade their new devices. Following change management best practices, which of the following actions should a technician perform NEXT?

A. Report the request to the board.

B. Document the change in the project notes.

C. Consult the back-out plan for guidance.

D. Perform the RAM upgrade as requested.

A Windows user logs on to a network domain computer after recently being switched to a roaming profile. The user reports extremely long startup times.
Which of the following should a technician check to address this issue?

A. The amount of data on the user’s desktop.

B. The total quantity of RAM installed on the computer.

C. The free space available on the network share.

D. The size of the Windows swap file.

A technician is completing the documentation for a major OS upgrade of a Linux distribution that will impact a company's web services. The technician finishes the risk assessment and documents the change process. Which of the following should the technician complete NEXT?

A. Scope of the change

B. Back-out plan

C. Purpose of the change

D. Change request

A user received a brand new mobile device about six months ago. The device is now running very slowly and is hotter than normal, and certain applications crash when they are started.
Which of the following are the BEST options for troubleshooting this phone? (Choose two.)

A. Check for any applications that are running and stop them.

B. Check the device’s battery and replace it.

C. Check the smartphone’s screen and replace it.

D. Check the smartphone’s charging cable to ensure it is working properly.

E. Check for any unnecessary applications and uninstall them.

F. Check for any OS updates and install them.

A user opens a phishing email and types logon credentials into a fake banking website. The computer's antivirus software then reports it has quarantined several temporary Internet files. A technician disconnects the computer from the network. Which of the following should the technician perform NEXT?

A. Have the user change the password.

B. Update the antivirus software and run scans.

C. Disable the user’s local computer account.

D. Quarantine the phishing email.

Which of the following best practices should a technician observe to reduce the risk of electrical shock?

A. Keep components in an anti-static bag.

B. Remove metallic jewelry.

C. Utilize proper cable management.

D. Wear an ESD wrist strap.

Which of the following is used with WPA2-Enterprise to authenticate wireless clients?

A. TACACS+

B. LDAP

C. RADIUS

D. MDM