Operational Procedures (1)

Question 1

You have a client who is looking to plug three workstations and monitors into a wall outlet that has only two plugs. He’s looking for the least expensive solution available. What should you recommend he purchase?

Voltage conserver

Surge protector

Power strip

Answer 1

Power strip

Power strips come in all shapes and sizes and are convenient for plugging multiple devices into one wall outlet. Most of them even have an on/off switch so that you can turn all the devices on or off at the same time. Don’t make the mistake of thinking that power strips will protect you from electrical surges, though. If you get a strong power surge through one of these $10 devices, the strip and everything plugged into it can be fried

Question 2

The company has recently installed a server with HR information on it. The server, as with most systems, possesses input/output (I/O) ports and disk bays and is connected by network cable to the local client network. However, since the datacenter was full, the new server is temporarily placed in the printer room. What should be a primary concern of the responsible administrator?

Security considerations of each access method

I/O transfer bottleneck

Ambient noise from server fans

Answer 2

Security considerations of each access method

The security considerations of each access method seem to be overlooked for this server. A server hosting confidential data, located in an open, shared environment is not best practice

Question 3

You are upgrading a video card in a desktop computer. You are following appropriate safety procedures. When you open the case, what is the most common danger that you should watch out for?

Electrical shock

Sharp edges

Burns

Answer 3

Sharp edges

One component that people frequently overlook is the case itself. Cases are generally made of metal, and some computer cases have sharp edges inside, so be careful when handling them. You can, for example, cut yourself by jamming your fingers between the case and the frame when you try to force the case back on.

Question 4

A user needs to send a file to a co-worker. The user has no working USB ports, disk drives, or network shares. The file is too large for e-mail. What third-party software feature is the user requiring?

USB share

Encryption

File share

Answer 4

File share

If the user has third-party software offering file sharing capability, then the file could be shared with others. Encryption and establishing a VPN are not necessary. There is no need for USB sharing without a USB port

Question 5

You open a desktop computer case and discover some dust, particularly around the fans. What should you use to clean the fans out?

Denatured isopropyl alcohol

Computer vacuum

Compressed air

Answer 5

Compressed air

One way to keep dust and debris out of your computer is to use an enclosure, which is basically an extra case. But if dust and debris do get inside your case, the best way to remove it is to use compressed air instead of vacuuming. Compressed air can be more easily directed and doesn’t easily produce ESD damage as a vacuum could. Simply blow the dust from inside the computer by using a stream of compressed air. However, make sure to do this outside so that you don’t blow dust all over your work area or yourself

Question 6

You are performing an audit of trip hazards at work, and you notice several cables strung across a walking path. Which of the following solutions best resolves this problem?

A cable guard

Cable ties

Duct tape

Answer 6

A cable guard

Cables are a common cause of tripping. If at all possible, run cables through drop ceilings or through conduits to keep them out of the way. If you need to lay a cable through a trafficked area, use a cable floor guard to keep the cables in place and safe from crushing

Question 7

What feature of third-party software would allow a technician to demonstrate to a user how to use an application on the local desktop?

File sharing

Browsing

Screen sharing

Answer 7

Screen sharing

Third-party software that includes a screen sharing feature would allow the technician to demonstrate a task using the user’s own local desktop

Question 8

For administrators concerned about the confidentiality of authentication credentials, what is the secure version of Telnet?

RDP

SSH

HTTPS

Answer 8

SSH

Both RDP and HTTPS do provide confidentiality of network traffic, but SSH is the equivalent of Telnet

Question 9

You are installing a new piece of software on your computer, and you do not agree with terms in the end-user license agreement (EULA). Which of the following statements is true?

You can skip the EULA and continue the installation.

You will not be able to install the software unless you agree to the terms in the EULA.

You can install the software but will be provided with limited functionality.

Answer 9

You will not be able to install the software unless you agree to the terms in the EULA.

When you buy an application, you aren’t actually buying the application. Instead, you’re buying the right to use the application in a limited way as prescribed by the licensing agreement that comes with it. Don’t like the terms? Too bad. No negotiation is allowed. If you don’t accept the end-user license agreement (EULA), your only recourse is to return the software for a refund.

Question 10

Your company has a policy prohibiting illegal content on work computers. You have seized a workstation from an employee after finding illegal content. How do you ensure that the illegal material is managed in the correct way and that it is delivered to the proper authorities?

Use documentation.

Follow the chain of custody.

Drive the computer to the proper law enforcement agency.

Answer 10

Follow the chain of custody.

After the device or data has been preserved, someone needs to keep track of it before it’s handed over to the proper authorities. The specific next step depends on your documented chain of custody policy. Depending on the situation, materials may be held in a safe, locked location at the office, or they may need to be turned over to local authorities. Have a documented procedure in place to follow, given a situation. Always document the findings and who has custody of the illegal materials

Question 11

Select two ways that differentiate Telnet from RDP. (Choose two.)

Telnet is less secure.

Telnet is usable only on the Windows operating system.

Telnet uses less bandwidth.

Telnet uses more bandwidth.

Answer 11

Telnet is less secure.

Telnet uses less bandwidth.

Telnet uses text only, no graphics. It runs leaner but less secure than Remote Desktop Protocol. Also, RDP runs only on Windows platforms, while Telnet runs on Linux/*NIX systems and others

Question 12

You just got off a repair job at a customer’s site, and it was difficult. To make matters worse, the customer was argumentative and difficult to work with. Which of the following should you not do?

Document the situation in your work log.

Call your manager and explain the situation.

Post the experience on social media.

Answer 12

Post the experience on social media.

One of the golden rules of customer service is, don’t vent about customers on social media. You never know who will read it, and regardless, it’s unprofessional to air dirty laundry. Depending on the situation, it may be advisable to discuss it with your manager or simply document it and move on with your day

Question 13

You recently purchased software that you installed on your laptop. It worked for 30 days and now tells you that you must activate the product. What will be required to activate the software?

DRM

Product key

Open-source code

Answer 13

Product key

If you buy commercial software, you will receive a product key, which you will need to enter during installation or the first time the application is opened. (Some products may let you use them on a trial basis but will then deactivate until you purchase the software and enter the key.) The product key might be emailed to you, or it could be located on the physical media if you got an installation CD-ROM or DVD

Question 14

You are fixing a broken printer on the second floor of your office building. When you get the printer running again, you notice that it’s printing off employee paychecks. What should you do?

Take pictures of the paychecks and post them on social media.

Look to see how much everyone gets paid compared to what you get paid.

Ignore the information and focus on making sure the printer is fixed.

Answer 14

Ignore the information and focus on making sure the printer is fixed.

IT professionals often deal with confidential, private, or restricted information. Other users trust that IT professionals will treat the sensitive material as such and not spread information. Ignore the paychecks and focus on doing the job professionally

Question 15

When you are working at a client’s site, which of the following is the most appropriate behavior you should exhibit?

Taking personal calls

Taking notes and asking questions

Visiting social media sites

Answer 15

Taking notes and asking questions

Avoid distraction and/or interruptions when talking with customers. You need to make them feel that their problem is important and that it has your full attention. Distractions can include personal calls, texting or social media, talking to co-workers, and other personal interruptions. Taking notes and asking appropriate questions is part of good customer service

Question 16

You are in the field replacing a defective PCI network card in a desktop computer. You realize that you forgot your ESD strap. The computer needs to be fixed quickly. What is the best way to proceed?

Practice self-grounding by touching the plastic front of the case while working on the PC.

Practice self-grounding by staying in contact with the computer’s desk while working on the PC.

Practice self-grounding by staying in contact with the metal part of the case while working on the PC.

Answer 16

Practice self-grounding by staying in contact with the metal part of the case while working on the PC.

Self-grounding is not as effective as using proper anti-ESD gear, but it makes up for that with its simplicity. To self-ground, make sure the computer is turned off but plugged in. Then touch an exposed (but not hot or sharp!) metal part of the case. That will drain electrical charge from you. Better yet is if you can maintain constant contact with that metal part. That should keep you at the same bias as the case

Question 17

What Microsoft protocol allows you to connect your local system to a different Microsoft client, complete with a graphical user interface?

RDP

Telnet

SSH

Answer 17

RDP

Remote Desktop Protocol (RDP) lets you establish a connection to a remote client, showing the remote system’s desktop

Question 18

A technician is concerned that he fried some RAM with ESD. Another technician says to not worry about it if he didn’t feel the shock. Which of the following statements regarding ESD is true?

People can feel a shock of 300 volts, and it takes 3,000 volts to damage computer components.

People can feel a shock of 3,000 volts, and it takes 300 volts to damage computer components.

People can feel a shock of 3,000 volts, and it takes 10,000 volts to damage computer components.

Answer 18

People can feel a shock of 3,000 volts, and it takes 300 volts to damage computer components.

The lowest static voltage transfer that you can feel is around 3,000 volts; it doesn’t electrocute you because there is extremely little current. A static transfer that you can see is at least 10,000 volts. However, a component can be damaged with less than 300 volts

Question 19

When working with a customer, which of the following demonstrates proper communication technique and professionalism?

Staring at religious artifacts hanging on the wall

Imitating the client’s accent when speaking to them

Using the client’s title when speaking to them

Answer 19

Using the client’s title when speaking to them

Be culturally sensitive. Some people may have a language barrier that makes it difficult to explain their problem. (Think about how much computer language you learned in your high school language courses!) Others may have different habits or practices in their workplace. Be respectful of their world. In some cases, using the appropriate professional titles is a sign of respect, and not using them is an insult

Question 20

You are practicing appropriate safety procedures as you fix computers. Which of the following are times you should wear an ESD strap? (Choose two.)

When working inside a desktop case

When working inside a power supply

When working inside a CRT monitor

When working inside a laptop case

Answer 20

When working inside a desktop case

When working inside a laptop case

To use the ESD strap, you attach one end to an earth ground (typically, the computer case) and wrap the other end around your wrist. This strap grounds your body and keeps it at a zero charge. Never wear an ESD strap if you’re working inside a monitor or inside a power supply. If you wear one while working on the inside of these components, you increase the chance of getting a lethal shock

Question 21

While cleaning out an old filing cabinet, you discover a box filled with discarded batteries. What is the proper way to dispose of them?

Burn them.

Crush them.

Recycle them.

Answer 21

Recycle them.

When batteries are thrown away and deposited into landfills, the heavy metals inside them will find their way into the ground. From there, they can pollute water sources and eventually find their way into the supply of drinking water. The best way to dispose of old batteries is to recycle them

Question 22

Your company has a policy prohibiting illegal content on work computers. A user reports that another user has illegal content, and you are the first responder at the scene. What is the first step you should take as the first responder?

Preserve the data or device.

Identify the illegal content that violates policy.

Ask the user to delete the material.

Answer 22

Identify the illegal content that violates policy.

If you have your policy in place, then your incident response plan should be relatively scripted. Your first priority as the first responder is to identify the improper activity or content. Then you should always get someone else to verify the material or action so that it doesn’t turn into a situation of your word against someone else’s. Immediately report the situation through proper channels

Question 23

When communicating with customers, which of the following should you do?

Use jargon and acronyms to prove your abilities.

Interrupt and ask questions often to clarify.

Use appropriate professional titles.

Answer 23

Use appropriate professional titles.

When dealing with a customer, always display professionalism. That means avoiding slang, jargon, and acronyms; not interrupting; and clarifying what the customer wants