NEW QUESTION 1
Joe, a user, has connected a tablet to his personal mobile hot-spot device in a public location for Internet access. The device display indicates there are two connections instead of just one. Which of the following actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).

• A. Change the SSID to a different broadcast name
• B. Add the intruding device to a blocked access list
• C. Access the intruder’s device and shut it down
• D. Shut down the device until the intruder is no longer in the area
• E. Set up a WiFi analyzer to identify the intruding device

Answer: AB

NEW QUESTION 2
A user running Windows 7 has reported that a computer has crashed and a BSOD displayed. The computer was restarted and now the user reports that it is running slower than usual, especially when multiple programs are open at the same time. The technician knows the system has 8GB of memory (2x 4G DIMMS), and suspects that the system has a faulty memory module and has disabled one of the DIMMs. Which of the following would a technician do to confirm that the OS is now only detecting 4GB of memory?

• A. In the Control Panel, click Devices and Printers.
• B. In the Control Panel, click System.
• C. In the Control Panel, click Device Manager.
• D. In the Control Panel, click Performance Information and Tool

Answer: B

NEW QUESTION 3
When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

• A. Do not argue with the customer and/or be defensive
• B. Use technical terms to assure customer confidence
• C. Escalate the customer’s issue to a supervisor
• D. Sympathize with the customer about the issue

Answer: A

NEW QUESTION 4
A company has drivers with PII and other sensitive information on them. There are several drives that need to be disposed of in a short time due to federal regulations, so a technician hires a media destruction company to perform the work. Which of the following should be requested from the company?

• A. Copy of the contract for the completed work
• B. Certificate for a Certificate Authority
• C. Certificate of destruction
• D. Receipt of payment for work completed

Answer: C

NEW QUESTION 5
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

NEW QUESTION 6
A technician is using a domain account to access files located on a server at the path \\computername\C$. The technician
receives an “Access denied” error message. Which of the following is MOST likely the cause of the error?

• A. The server is no longer accepting connections since reaching its limit of open shares.
• B. The password is incorrect, requiring the user to reset it before authentication will proceed.
• C. The username should be prefixed by the domain, followed by a backslash (e.g., domain\username).
• D. The account does not have local administrative permissions to access the server shar

Answer: D

NEW QUESTION 7
A user has reported that when a document is being edited a pop-up appears and locks the workstation. The pop-up states that federal authorities have detected illegal copyrighted material on the workstation. The technician removes the malware and creates a restore point. Which of the following should the technician perform NEXT before closing the report?

• A. Contact the local computer emergency response team
• B. Quarantine the workstation for possible infections
• C. Train the user on safe Internet browsing
• D. Restore to an earlier state and disable System Restore

Answer: C

NEW QUESTION 8
A customer has recently installed several applications on a Windows 7 workstation and is now experiencing slow system performance and spontaneous restarts. After removing some of the recently installed applications, the issue persists. Which of the following tools could the technician use to troubleshoot the problem while preventing data loss?

• A. Factory restore
• B. SecureBoot
• C. msconfig
• D. diskpart

Answer: C

NEW QUESTION 9
A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

• A. close any items of a personal nature.
• B. reboot the computer and log back in.
• C. capture a screen-shot of the error message.
• D. take steps to reproduce the erro

Answer: A

NEW QUESTION 10
When using Microsoft Windows 8.1 Operating System, which of the following features allows scripts and snippets to run?

• A. One Drive
• B. XP Mode
• C. Power Shell
• D. Windows Firewall

Answer: C

NEW QUESTION 11
Joe, an end user, reports that his computer is displaying numerous pop-up advertisements and is performing very slowly during the workday. Which of the following tools should the technician use FIRST to troubleshoot this issue?

• A. Reinstall the Internet browser software
• B. Run a trusted antivirus scan
• C. Perform a System Restore
• D. Enable the local firewall

Answer: B

NEW QUESTION 12
An office manager mistakenly uninstalled a valuable application. Which of the following utilities may allow the manager to correct this issue?

• A. System Restore
• B. Computer Management
• C. Disk Management
• D. System Configuration

Answer: A

NEW QUESTION 13
A technician has decided to upgrade all users’ iPhones to the latest model. Which of the following is the FIRST thing the technician should advise the users to do with the old phones before turning them in?

• A. Back up the mobile data with a cloud backup service.
• B. Enable remote wipe to clear all personal and corporate data.
• C. Go into the device settings to remove personal customizations.
• D. Factory reset the old phones to ensure the data is no longer on the device.

Answer: A

NEW QUESTION 14
A user is experiencing unexpectedly long boot times and abnormally slow performance on a Windows computer. The technician opens the Task Manager and notices there is extremely high disk utilization with low network utilization, even after a reboot. Which of the following tools should a technician use to diagnose the issue?

• A. Regsvr32
• B. Computer Management
• C. Dr.Watson
• D. MSConfig

Answer: B

NEW QUESTION 15
Which of the following physical security measures would inexpensively prevent the theft of a computer within an office budding? (Select TWO)

• A. Mantrap
• B. Cable locks
• C. ID badges
• D. Entry control rosters
• E. Biometrics
• F. Locked doors

Answer: AF

NEW QUESTION 16
A technician is tasked with setting up a user’s webmail on a tablet, phone, and laptop. The user would like the data synced to all three devices. Which of the following items can be synced to the devices via webmail? (Select THREE).

• A. Free/busy
• B. Programs
• C. Documents
• D. Calendar
• E. Favorites
• F. Social media
• G. Contacts

Answer: ADG

NEW QUESTION 17
A technician is performing an OS upgrade and is provided with an ISO installation file. The customer’s computer is running Windows 8. The computer does not have an internal optical drive. Which of the following boot methods would be the BEST to perform the upgrade with the latest amount of effort?

• A. USB
• B. SSD
• C. PXE
• D. CDR

Answer: A

NEW QUESTION 18
A user is experiencing a software application error. The user contacts a technician for support. Which of the following will allow the user to issue an invitation to the technician in this scenario?

• A. Remote desktop
• B. Remote assistance
• C. telnet
• D. FTP

Answer: B

NEW QUESTION 19
Joe, an end-user, reports that the PC he uses periodically logs off his user account and displays a message that updates are being installed. Which of the following is the MOST likely cause of this issue?

• A. Time of day restrictions are enabled on the machine
• B. Scheduled antivirus scans and updates are enabled on the machine
• C. Remote desktop is enabled and an administrator has logged into the machine
• D. Automatic Windows Update is enabled on the machine

Answer: D

NEW QUESTION 20
A user receives a call from someone who claims to be part of the IT department. The IT caller instructs the user to provide the IP address of the user's computer. Which of the following actions should the user take NEXT?

• A. Assume a social engineering attack and disconnect
• B. Provide the caller with the information requested
• C. Contact the IT department for confirmation
• D. Receive advice from a coworker on the situation

Answer: A

NEW QUESTION 21
A user needs to shrink the partition size of a hard drive encrypted with BitLocker. Which of the following is the BEST option to modify the size of the partition?

• A. Credential Manager
• B. Computer Management
• C. Device Manager
• D. TPM Manager

Answer: B

NEW QUESTION 22
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