While preparing a computer that will be issued to a new user, the technician discovers

the computer’s former user configured a supervisor password in the BIOS. Which of the
following can the technician do to allow the password to be removed?
Remove and then replace the CMOS battery
A technician receives an invalid certificate error when visiting a website with port 443
enabled. Other computers on the same LAN do not exhibit this symptom. Which of the
following needs to be adjusted on the workstation to fix the issue?
Date and time
00:0201:41
Which of the following is used for building entry and computer access?
Personal identify verification card
Ann, a user takes a photo of her family with her cell phone and posts it on public
internet forum. Ann later discovers people have obtained the family’s home address
from the photo. Ann wants to prevent any application on the phone from embedding this
information when photos are posted on the internet. Which of the following would a
technician MOST likely recommend that will not impact other applications?
Turn off location tagging in the camera application
A technician is setting up a SOHO wireless network for a healthcare office that does not
have a server. The user requires the highest level of wireless security and various levels
of desktop authentication cloud resources. Which of the following protocols and
authentication methods should the technician implement? (Select TWO).
WPA2
Multifactor
Which of the following is the BEST solution for storing sensitive computer components?
In an antistatic bag
A network administrator must edit the backup script on a Linux server. Which of the
following built-in commands should the administrator use to accomplish the task?
chmod
A small business has an open wireless network so vendors can connect to the network
without logging in. The business owners are concerned that a nearby company is
connecting and using the wireless connection without permission. If the small business
requires that the network remain open, which of the following configuration settings
should be changed to address these concerns?
Power levels
A network administrator has given a technician documentation detailing the switchports
the technician will need to patch in for a network upgrade. Which of the following
documents did the network administrator MOST likely give to the technician?
Physical network diagram
Ann, an employee at a company, calls the help desk to report issues logging on to a
vendor’s website. Joe, the technician, is able to log in successfully with his credentials
before going to Ann’s office. However, when he attempts to log in from Ann’s office, Joe
experiences the same issue Ann asks Joe questions about the new software installed
on the laptop from the pop-up notification. Which of the following are the NEXT steps
Joe should take to resolve the issue? (Select TWO)
Check all browser cached files on Ann’s laptop and log on to another vendor’s
website
Ask Ann about the notification and review the installed programs
A user has changed the MAC address of a laptop to gain access to a network. This is
an instance of:
spoofing
A company’s security policy does not allow USB drives to the available in workstations.
However, an exception needs to be made for a user. The network administrator
changes the policy for the user. Which of the following commands should the
administrator run on the user’s workstation?
gpupdate
00:0201:41
A technician is running updates on a Windows PC. Some of the updates install properly,
while others appear as failed. While troubleshooting, the technician restarts the PC and
attempts to install the failed updates again. The updates continue to fail. Which of the
following is the FIRST option to check?
Look up the error number associated with the failed update
A client wants a technician to create a PC naming convention that will make the client’s
PC easier to track and identify while in use. Which of the following naming convention
formats should the technician follow?
Asset ID, MAC
A user plans to upgrade a PC from 32-bit Windows 7 to 64-bit Windows 10. When the
user attempts to perform the upgrade, an error message appears. Which of the
following is MOST likely causing the issue with the upgrade?
The computer does not meet the requirements of Windows 10
An administrator is troubleshooting a service that will not start on a server. The
administrator reboots the server; however, the issue remains unresolved. The
administrator then changes the password on the service account, but the issue still
persists. The service account is not disabled in the Active Directory. Which on the
following will MOST likely resolve the issue?
Check for service dependencies and make sure they all are running
A user is staying at a hotel that only offers Fast Ethernet connectivity to the network.
The user’s laptop is currently using the corporate network for access to network
resources as well as the cloud. Which of the following should the help desk recommend
performing prior to using the hotel network?
Unmap all network drives
A technician receives the Chief Executive Officer’s (CEO’s) Windows 10 laptop, which
has been infected with malware. The technician wants to make sure best practices are
followed for troubleshooting and remediating the malware. Which of the following best
practices should the technician perform FIRST in the scenario? (Select THREE)
Disconnect the device from the network
Identify and research the symptom
Scan and use removal techniques
A technician submitted a change control request to update the firmware on all company
switches at the same time, during off hours, and through automation. Which of the
following change management documents is MOST important to create to ensure the
upgrade will not adversely affect the business?
Risk analysis of the change
Which of the following built-in accounts was removed in Windows 10?
Power User
A technician is receiving suspicious emails from Ann, a coworker. The technician asks
Ann if the emails were sent deliberately, but she denies sending them. The technician
asks Ann to change her password. Which of the following should the technician do
NEXT?
Inform the security team of the incident
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?
Reference the business policy and follow all change management procedures
Which of the following has the GREATEST risk of ESD and damaging electronic
components?
Vacuum
A user states that a frequently used iOS mobile application is no longer functioning on a
device. A technician restarts the device, but the application is still not working. Which of
the following should the technician do NEXT to determine the cause of the issue?
Confirm that the application is still available from the store for use
A user is requesting a solution that will prevent the corruption and ensure a grateful
shutdown while providing at least one hour of uptime in case of extreme weather
conditions. Which of the following should a technician recommend?
Uninterruptible power supply
Which of the following wireless security protocols supports the use of a 40-bit encryption
key?
WEP
When a user browsers to a favorite website on a Windows laptop, a different website
opens. A technician installs an additional web browser, but it also opens to the same
unfamiliar site. The technician resets the web browser settings back to default, but the
issue persists. Which of the following troubleshooting steps should the technician
complete NEXT?
Check the Windows host file
An administrator needs to grant users access to a local folder. Which of the following
Linux commands would allow the administrator to grant access?
chown
A Linux administrator is searching for a lost file on the file server. Which of the following
commands should the administrator user to search for the file?
grep
A technician is working on a Windows PC that encounters an error after a driver
installation and displays the following output
*** stop: 0x00000050 (0xFD3094c2, 0x00000001, 0xFBFE7617, 0x00000000)
Which of the following should the technician attempt to diagnose the issue?
Boot into safe mode
A small business computer failed, and the owner purchased a replacement. A
technician configures the new computer to work with the business software on the local
domain. When the technician tries to join the computer to the domain, the required field
is grayed out and unavailable. Which of the following is the MOST likely cause?
A home version of the OS is installed, and the professional version is required
A systems administrator has discovered a folder on the server with numerous
inappropriate and videos, which is in violation of the company’s AUP. Which of the
following would be the NEXT appropriate act?
Promptly notify the administrator’s immediate supervisor
A technician determines a newly installed service is keeping a device from functioning in
Windows. Which of the following tools should the technician use to keep the service
from being loaded on the PC?
MSConfig
A technician needs to edit a protected .dll file but cannot find the file in the System32
directory. Which of the following Control Panel utilities should the technician use?
Folder Options
After a security audit, a technician is tasked with implementing new measures to help
secure company workstations. The new policy states that all workstations must be
signed off at night, a password is necessary to boot the computer, and encryption must
be enabled. Which of the following features should the technician implement to BEST
meet these requirements? (Select THREE)
Screen locks
Screensaver passwords
BitLocker
A technician is troubleshooting a startup failure on a Windows domain controller DNS
service. The technician discovers a third-party application is running a database server
application that happens to capture the same high-numbered ports as the DNS service.
The application service’ports cannot be changed due to application design. According to
best practice, which of the following should be implemented to resolve the issue?
Allow the DNS server to start up first, and set the application service to delayed
start
A company’s security team has noticed a lot of unusual network traffic coming from an
internal IP address. The team wants to obtain the name of the computer and then
troubleshoot. Which of the following tools would BEST accomplish this task?
nslookup
A user’s smartphone is experiencing limited bandwidth when at home. The user reports
to a technician that the device functions properly when at work or in the car. Which of
the following troubleshooting steps should the technician take NEXT?
Verify the SSID with which the device is associated
A user’s phone contains customers’ Pll. The user cannot have the phone automatically
wiped because the data is very valuable. Which of the following is the BEST method of
securing the phone?
Fingerprint lock
Several documents and spreadsheets have gone missing on a user’s workstation. A
technician finds that the files do exist on the workstation, but they have been moved to
another folder and renamed with a different extension. Which of the following should the
technician do NEXT?
Write a script to rename the files to the correct extension
Ann, an end user, installs a corporate email application on her Android device that
requires her to enable installations from unknown sources. A few weeks later, she
observes her mobile is running slower and has extremely short battery life. She also
notices there are additional applications present on the phone that she did not install.
Which of the following is the MOST likely cause of the issue?
A website or known application installed additional applications without Ann’s
knowledge
Which of the following devices are MOST likely to have a grounding wire attached to
them based on the manufacturer’s design? (Select TWO)
UPS
Server rack
An employee is unable to view in-office network folders while working at home. Which of
the following is the MOST likely cause of the issue?
Inactive VPNs
A user has attempted to open an application on the desktop and is prompted with a
login box asking for a username and password to continue. The user enters login
credentials but is unable to proceed. Which of the following can be concluded regarding
the user’s account?
The account is a standard user
Which of the following variable types should be used to store the data “Chicago” within
a script or code?
String
A company has hired a new IT firm to manage its network switches and routers. The
firm is geographically separated from the company and will need to be able to securely
access the devices. Which of the following will provide the ability to access these
devices?
SSH
A network administrator wants to plan a major OS upgrade of the router, which acts as
a default gateway in an organization. The administrator has documented the purpose of
the change, scoped the change, and completed a comprehensive risk analysis. Which
of the following is an important part of the change request process for which the
administrator still must plan?
Document a backout plan to roll back changes to the router
A SOHO user is working on a laptop, but the wireless connection indicator is showing a
limited connection. Each time the user tries to access a website, the browser redirects
to an unfamiliar authentication page. Which of the following should the user check to
troubleshoot the cause of the issue?
The user’s default gateway settings
Ann, a user, calls the help desk regarding an issue on her laptop. While working
remotely, she appears to be connecting to WIFI but is unable to retrieve her corporate
email. The wireless name is listed as “ConnectMe” and appears as unsecure. Which of
the following should the help desk perform to fix the issue?
Ask Ann to open a browser and watch for a redirect page
Which of the following steps should a technician take FIRST to prevent an electrical
hazard when repairing a PC?
Disconnect the power before servicing the PC
A SOHO customer has recently experienced a major hurricane. The customer had no
backups and has lost all data and hardware associated with the company. The
customer calls a contractor to assist in the rebuilding process and needs suggestions on
the best way to prevent this from happening again. Which of the following
recommendations should be contractor give to the customer? (Select TWO)
Cloud storage
Hot site
A network administrator needs to be able to securely connect to a local router from
within the office. Which of the following protocols should the administrator ensure is
enabled on the router?
SSH
While Joe, a IT technician, is working on a SOHO network, he receives a personal call
on his cell phone. Which of the following would be MOST appropriate for Joe to do?
Ignore the call until all necessary work is completed
A company has completed the mitigation process of malware removal. The company
has ensured the system is free of malware, updated the antimalware software, and
patched the OS. Which of the following would be the NEXT step in the process?
Set Windows Firewall settings to a higher security level
A user logs on to a computer and notices the monitor keeps cutting out for a second
every minute or so. A technician changes the cable and monitor with known-good parts
and then adjusts the resolution and refresh rates, but the issue persists. The technician
notices Microsoft Update installed updates to Windows and devices the night before.
Which of the following should the technician try NEXT to resolve the issue?
Roll back the device driver
Joe, a user, calls the help desk from a coffee shop while on a business trip to report the
WIFI hotspot on his phone is extremely slow. The technician runs a speed test from a
laptop connected to the hotspot and gets 200Kbps. Ann, Joe’s coworker with whom he
is traveling, also has a hotspot on her phone, and the speed test result on that hotspot
is 15Mbps. The technician checks the hotspot settings on Joe’s phone and sees the
following:
Network name: Joe’s Hotspot
Security: WPA2/PSK
Password: hotspot
Band: 2.4GHz
Client DHCP start address: 192.168.23.1
Which of the following is the MOST likely cause of the issue?
Someone else is using Joe’s hotspot due to a weak password
Which of the following schemes allows for the largest partition sizes in Windows
operating systems?
GPT
A small business has an open WIFI network for employees but does not want
customers to connect to the access point. A technician has been dispatched to address
the business’s concerns. Which of the following configuration settings should the
technician change to satisfy the requirements of the business? (Select TWO)
MAC filtering
Signal strength
A user’s Windows laptop has become consistently slower over time. The technician
checks the CPU utilization and sees that it varies between 95% and 100%. After the
technician closes some running applications, the CPU utilization drops to approximately
20%, and the laptop runs much faster. The next day the same user calls again with the
same problem. Which of the following is a tool the technician can use to resolve the
issue?
Task Manager
A user recently found a USB drive in the company parking lot and used it for additional
storage on the networked office desktop. The technician team has noticed unauthorized
internet traffic across the network during non-production hours and identified a security
breach. Based on this incident, which on the following types of malware should the team
include in its next end user education session?
Trojan
Ann, a SOHO user, calls a technician to report some connectivity issues with her
internet-based accounting application. When she attempts to access the internal
SharePoint site, she receives a message that states: This page cannot be displayed.
The technician confirms the server is up and operational, and it can access the page
successfully. The technician is able to remotely connect the computer and verifies the
server cannot ping the FQDN, but it can be pinged by IP. Which of the following is
MOST likely the issue with the computer?
Gateway
A technician is deploying a PXE installation of a new OS onto a small group of company
workstations. Which of the following should the technician monitor during the
installation?
Impact to the network
Which of the following is the maximum RAM limit of a Windows 32-bit version?
4GB
An employee installed a new application on a shared Windows 10 PC. The next day, it
becomes evident the employee who installed the application is the only one who has
access to the application. Which of the following types of user accounts does the
employee MOST likely have?
Standard user
A new company policy states that all end-user access to network resources will be
controlled based on the users roles and responsibilities within the organization. Which
of the following security concepts has the company just enabled?
Least privilege
A project team is organized to implement a new wireless solution for a school. The team
has already done the network diagrams and knows the locations that will need to be
addressed in the project. The team is in the process of creating an SOW for the project
as a whole and needs to add the critical pieces to the SOW to complete it and move to
the next stage. Which of the following would the project team MOST likely add to the
SOW?
Backout plan
Which of the following would BEST support an 8TB hard drive with one partition?
GPT
A small business owner contacts an IT technician regarding some wireless issues the
business is experiencing. The wireless network is an open network and must remain
open. The neighboring building has an AP with the same network name as the small
business, and several unauthorized users have connected to the wrong network. Which
of the following will prevent unauthorized users from joining the network but also meet
the business requirements?
Configure MAC filtering
Which of the following operating systems allows the public to write code that becomes
part of the operating system?
Linux
A technician is recycling PCs to be reused by a middle school. Which of the following
methods is MOST appropriate for ensuring data has been removed from the PCs?
Low-level formatting
A user calls the help desk and reports an email indicating an issue with the payroll
system that asks the user to click a link to provide personal information. The help desk
has the user take a screen shot of the email and send it to help desk for further
investigation. Which of the following should the help desk have the user to NEXT?
Delete the email using the [SHIFT] + Delete
Joe, a user, connects to the wireless network when he arrives at the office in the
morning. After doing this, he is asked to input a code from text message into his web
browser. Which of the following types of authentication does the environment have?
Multifactor
A technician has been asked to recommend antivirus software for a home PC, but the
user does not want to pay for a license. Which of the following license types should the
technician recommend?
Open license
A technician is working on a user’s workstation and notices a lot of unknown processes
running in the background. The user informs the technician that an application was
recently download from the Internet. Which of the following types of infection does the
user MOST likely have?
Rootkit
A user inserts a smart card and attempts to log in to a website account. Upon login, the
user finds there are several other users who have added their smart card certificates to
the host machine. Which of the following Control Panel items would be the MOST likely
place to find the solution?
System
A recent outbreak of a virus has uncovered that a company must put a security template
in place to mitigate virus outbreaks. Which of the following best practices would a
technician MOST likely implement as part of the security template? (Select TWO)
Restricting user permissions
Patch/update management
An IT professional recently assisted Ann, a customer, with updating her password and
regaining access to a hijacked email account. Shortly afterward, Ann notices dozens of
unwanted emails, thanking her for subscribing to an organization’s mailing list. Which of
the following should be performed to remove and prevent any further emails from this
organization?
Create domain-based filters
A contract technician is working on a network printer when a print job starts and
completes. The technician notices it is a spreadsheet that appears to be an annual
salary report. Which of the following actions should technician take?
Continue to work on the assigned task
A user rotates a cell phone horizontally to read emails, but the display remains vertical,
even though the settings indicate autorotate is on. Which of the following will MOST
likely resolve the issue?
Recalibrating the accelerometer
A technician needs to document who had possession of evidence at every step of the
process. Which of the following does this process describe?
Chain of custody
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?
Check corporate polices for guidance.
A technician needs to format a USB drive to transfer 20GB of data from Linux computer
to a Windows computer. Which of the following filesystems will the technician MOST
likely use?
FAT32
A user connected a laptop to a wireless network and was tricked into providing login
credentials for a website. Which of the following threats was used to carry out the
attack?
Evil twin
A technician receives a call from a user who is unable to open Outlook. The user states
that Outlook worked fine yesterday, but the computer may have restarted sometime
overnight. Which of the following is the MOST likely reason Outlook has stopped
functioning?
Operating system update
A help desk technician runs the following script: Inventory.py. The technician receives
the following error message:
How do you want to open this file?
Which of the following is the MOST likely reason this script is unable to run?
The script was not built for Windows.
A technician is troubleshooting a lack of outgoing audio on a third-party Windows 10
VoIP application. The PC uses a USB microphone connected to a powered hub. The
technician verifies the microphone works on the PC using Voice Recorder. Which of the
following should the technician do to solve the issue?
Remove the microphone from the USB hub and plug it directly into a USB port on
the PC.
A user connected a second monitor to a desktop PC, and both monitors are rendering
the same output. The user would like to use each monitor independently. Which of the
following settings can the user adjust to remediate this issue?
display
A technician needs to interconnect two offices to the main branch while complying with
good practices and security standards. Which of the following should the technician
implement?
VPN
A technician has an external SSD. The technician needs to read and write to an
external SSD on both Macs and Windows PCs. Which of the following filesystems is
supported by both OS types?
exFAT
A technician has verified that a user’s computer has a virus, and the antivirus software
is out of date. Which of the following steps should the technician take NEXT?
Quarantine the computer
A user reports a PC is running slowly. The technician suspects it has a badly
fragmented hard drive. Which of the following tools should the technician use?
dfrgui.exe
Which of the following editions of Windows 10 requires reactivation every 180 days?
Pro for Workstation
A junior administrator is responsible for deploying software to a large group of
computers in an organization. The administrator finds a script on a popular coding
website to automate this distribution but does not understand the scripting language.
Which of the following BEST describes the risks in running this script?
The deployment script is performing unknown actions.
A company needs to securely dispose of data stored on optical discs. Which of the
following is the MOST effective method to accomplish this task?
Shredding
An organization’s Chief Financial Officer (CFO) is concerned about losing access to
very sensitive, legacy, unmaintained PII on a workstation if a ransomware outbreak
occurs. The CFO has a regulatory requirement to retain this data for many years. Which
of the following backup methods would BEST meet the requirements?
A full backup of the data that is stored off site in cold storage
Which of the following is the proper way for a technician to dispose of used printer
consumables?
Proceed with the disposal of consumables in standard recycling bins.
A technician is upgrading the backup system for documents at high-volume law firm.
The current backup system can retain no more than three versions of full backups
before failing. The law firm is not concerned about restore times but asks the technician
to retain more versions when possible. Which of the following backup methods should
the technician MOST likely implement?
Differential
Which of the following script types is used with the Python language by default?
.py
Security software was accidentally uninstalled from all serves in the environment. After
requesting the same version of the software be reinstalled, the security analyst learns
that a change request will need to be filled out. Which of the following is the BEST
reason to follow the change management process in this scenario?
Owners can be notified a change is being made and can monitor it for
performance impact.
Which of the following is a proprietary Cisco AAA protocol?
TACACS+
A company is deploying mobile phones on a one-to-one basis, but the IT manager is
concerned that users will root/jailbreak their phones. Which of the following technologies
can be implemented to prevent this issue?
MDM
A systems administrator notices that a server on the company network has extremely
high CPU utilization. Upon further inspection, the administrator sees that the server is
consistently communicating with an IP address that is traced back to a company that
awards digital currency for solving hash algorithms. Which of the following was MOST
likely used to compromise the server?
Cryptomining malware
When a user calls in to report an issue, a technician submits a ticket on the user’s
behalf. Which of the following practices should the technician use to make sure the
ticket is associated with the correct user?
Have the user provide a callback phone number to be added to the ticket.
A manager called the help desk to ask for assistance with creating a more secure
environment for the finance department, which resides in a non-domain environment.
Which of the following would be the BEST method to protect against unauthorized use?
Using screen locks
A technician is troubleshooting a PC that has been performing poorly. Looking at the
Task Manager, the technician sees that CPU and memory resources seem fine, but disk
throughput is at 100%. Which of the following types of malware is the system MOST
likely infected with?
Trojan
A desktop engineer is deploying a master image. Which of the following should the
desktop engineer consider when building the master image? (Select TWO)
Device drivers
Installed application license keys
79.) A user connects a laptop that is running Windows 10 to a docking stations with
external monitors when working at a desk. The user would like to close the laptop when
it is docked, but the user reports it goes to sleep when it is closed. Which of the
following is the BEST solution to prevent the laptop from going to sleep when it is closed
and on the docking station?
Within the Power Options of the Control Panel utility, select the option Choose
What Closing the Lid Does and select When I Close the Lid under the Plugged In
category to Do Nothing.
A homeowner recently moved and requires a new router for the new ISP to function
correctly. The internet service has been installed and has been confirmed as functional.
Which of the following is the FIRST step the homeowner should take after installation of
all relevant cabling and hardware?
Change the default passwords on new network devices.
A user has requested help setting up the fingerprint reader on a Windows 10 laptop.
The laptop is equipped with a fingerprint reader and is joined to a domain. Group Policy
enables Windows Hello on all computers in the environment. Which of the following
options describes how to set up Windows Hello Fingerprint for the user?
Navigate to the windows 10 Settings menu, select the Accounts submenu, select
sign-in options, select Windows Hello Fingerprint, and have the user place a
fingerprint on the fingerprint reader repeatedly until windows indicates setup is
complete.
A user calls the help to report potential malware on a computer. The anomalous activity
began after the user clicked a link to a free gift card in a recent email. The technician
asks the user to describe any unusual activity, such as slow performance, excessive
pop-ups, and browser redirections. Which of the following should the technician do
NEXT?
Advise the user to run a complete system scan using the OS anti-malware
application.
A user reports that text on the screen is too small. The user would like to make the text
larger and easier to see. Which of the following is the BEST way for the user to increase
the size of text, applications, and other items using the Windows 10 Settings tool?
Open Settings, select Personalization, select Display, and change the Scale and
layout setting to a higher percentage.
A user needs assistance installing software on a Windows PC but will not be in the
office. Which of the following solutions would a technician MOST likely use to assist the
user without having to install additional software?
MSRA
Update installations are failing on a Windows workstation. Which of following should a
technician do NEXT?
Start Background Intelligent Transfer Service
A BSOD appears on a user’s workstation monitor. The user immediately presses the
power button to shut down the PC, hoping to repair the issue. The user then restarts the
PC, and the BSOD reappears, so the user contacts the help desk. Which of the
following should the technician use to determine the cause?
Event Viewer
Which of the following is a data security standard for protecting credit cards?
PCI