Operational Procedures
A technician is disposing of computer hardware that contains PHI. The drive must be reusable. Which of the following methods should be used?
A. Degauss
B. Drive wipe
C. Standard format
D. Low-level format
B. Drive wipe
A user is working on a shared computer and attempts to open the email application, which freezes when opened. A technician logs into the computer, and the email application works without issue. The technician has the user log back in, but the application still freezes when opened. Which of the following is the NEXT step the technician should take to resolve the issue?
A. Check for and apply software updates
B. Perform repair installation on the application
C. Add the user to the local administrators group
D. Rebuild the user’s mail profile
D. Rebuild the user’s mail profile
Which of the following BEST describes the Guest account on a Windows system?
A. This account is designed to have the ability to set permissions for other users on the system. Users of this account have the capability to perform any operation or task on the system.
B. This account is designed to provide basic permissions for completing common daily tasks. Users of this account are restricted from performing things like installing new software.
C. This account is designed for users who require specific administrator rights or permissions. Users of this account are restricted from installing software but can change time zones.
D. This account is designed for users who require temporary access to a computer and do not need to store user-specific settings. Users of this account have very limited permissions.
D. This account is designed for users who require temporary access to a computer and do not need to store user-specific settings. Users of this account have very limited permissions.
A technician is contacted by a user who is working from home but is unable to connect to any office resources (e.g., files, printers). The user is able to access the Internet.
Which of the following should the technician check FIRST?
A. VPN
B. DHCP
C. NAT
D. DNS
A. VPN
When a user browses 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?
A. Change the browser’s home page
B. Check the Windows host file
C. Update the default web browser
D. Restore Windows to a previous date
B. Check the Windows host file
A systems administrator has discovered a folder on the server with numerous inappropriate pictures and videos, which is in violation of the company’s AUP.
Which of the following would be the NEXT appropriate act?
A. Promptly notify the administrator’s immediate supervisor
B. Rename the folder on the server, and notify the information security officer
C. Move the folder to another location on the server, and notify the local authorities
D. Ask the owner to move the files from the server to a local computer
A. Promptly notify the administrator’s immediate supervisor
A customer’s computer is powered on and working, but the customer is unable to get to any wired network resources, shared drives, printers, or the Internet. Which of the following command-line tools should be used to troubleshoot this scenario?
A. Ping
B. hwconfig
C. Nbtstat
D. Nslookup
A. Ping
Which of the following user types should be used in a Windows environment to grant Internet access without allowing the permanent storage of files on the system?
A. Local Administrator
B. Standard User
C. Power User
D. Guest User
D. Guest User
Which of the following must be enabled to configure 20 new machines to be booted over a network?
A. Multi-boot
B. Dynamic
C. PXE
D. GPT
C. PXE
A sales representative regularly modifies confidential files on a laptop and needs them to be available all the time. The sales representative will be on a six-month business trip in two weeks. A technician has been asked to assist the sales representative with saving files.
Which of the following is the BEST method to implement to prevent any data loss for the sales representative?
A. Give the sales representative a USB security lock.
B. Encrypt the laptop’s image on the server.
C. Create a redundant cloud storage drive.
D. Give the sales representative an external hard drive.
C. Create a redundant cloud storage drive.
A security administrator does some network testing and identifies significant issues with security on desktop computers. As part of remediation, the network administrator is developing documentation based on best practices for applying updates to end users’ computers. The network administrator must create the process documentation needed to submit back to the security administrator for approval. Which of the following process documents would the network administrator MOST likely create? (Choose two.)
A. Risk analysis
B. End-user acceptance
C. Backout plan
D. Plan for change
E. Business processes
F. Request for proposal
C. Backout plan
D. Plan for change
A technician is called to troubleshoot a user’s Windows workstation that fails to boot. The user reports that, after updating the workstation’s graphics driver to a beta version, the machine gives a “Stop” error on every boot. Which of the following should the technician complete to resolve the issue?
A. Boot the workstation in safe mode and disable the graphics driver system tray menu
B. Boot the workstation in safe mode with networking and install the latest stable graphics driver
C. Boot the workstation in safe mode and disable Windows driver signing requirements
D. Boot the workstation in safe mode with Command Prompt and enable Driver Verifier with standard settings
A. Boot the workstation in safe mode and disable the graphics driver system tray menu
Which of the following file types should be opened when executing a PowerShell script?
A. .bat
B. .vbs
C. .sh
D. .ps1
E. .psd
D. .ps1
A company wants to move the contents of its users’ My Documents folders from their local hard drives to a file server so they are backed up every night. Which of the following security concepts does this describe?
A. Organizational units
B. Folder redirection
C. Group Policy
D. Login script
A. Organizational units
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 travelling, 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:
BD663BA4DCC6C24D0ADDFDC59A530F15
Which of the following is the MOST likely cause of the problem?
A. Joe should be using WEP security on his hotspot for faster throughput
B. Someone else is using Joe’s hotspot due to weak password
C. Joe’s hotspot gave him an invalid IP address
D. Joe is likely in a poor signal area and should try another area
B. Someone else is using Joe’s hotspot due to weak password
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 the technician take?
A. Continue to work on the assigned task
B. Take the print job to the office manager
C. Remove the print job from the output tray
D. Disconnect the printer from the network to prevent further print jobs
B. Take the print job to the office manager
A customer’s computer is having difficulty opening programs and regularly receives error messages regarding low system resources. Which of the following performance setting changes would BEST help the customer temporarily until a proper upgrade can be made?
A. Data execution prevention
B. Page-file size
C. Visual effects
D. Processor scheduling
B. Page-file size
A user who is running Windows 10 logs into a machine and notices that shared drives are missing, the “My Documents” folder is empty, and personal settings are reset.
Which of the following would be required to resolve the issue?
A. Remove the registry entry and rename the local account folder
B. Delete or rename the local user folder
C. Run DISM and re-add the local power user account
D. Remove the user account in Credential Manager and restart the PC
C. Run DISM and re-add the local power user account
Which of the following encryption methods is used by WPA2 to improve data security as compared to previous wireless encryption protocols?
A. AES
B. TKIP
C. S/MIME
D. 3DES
A. AES
A small office calls a technician to investigate some “invalid certificate” errors from a concerned user. The technician observes that whenever the user attempts to access a secure website from the Windows desktop, this error is encountered. No other users in the office are experiencing this error.
Which of the following should the technician do NEXT? (Choose two.)
A. Remove any proxy servers configured on the user’s browsers.
B. Assist the user with purchasing an SSL certificate and save the certificate to the desktop.
C. Disable the SPI firewall on the office’s gateway and any other routers.
D. Instruct the user to ignore the certificate error since the user is connecting to a secure website. E. Create an outbound rule in Windows Firewall named after the user’s homepage.
F. Run anti-malware scans and download the latest Windows updates.
A. Remove any proxy servers configured on the user’s browsers.
F. Run anti-malware scans and download the latest Windows updates.
4 Required parts of change management documentation.
Purpose of the Change
Scope the Change
Risk Analysis
Backout Plan
Document Changes
End-User Acceptance
The 6 steps of troubleshooting.
What is
The command sequences commonly used to troubleshoot 'missing mbr' errors.
bootrec /fixboot
bootrec /rebuildmbr
bootrec /rebuildbcd
The command sequence commonly used to troubleshoot APIPA addresses and name resolution errors.
What is
ipconfig /release
ipconfig /renew
ipconfig /flushdns
The 7 steps of dealing with Malware.