Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

ITE final exam > technician & user problems > Flashcards

technician & user problems Flashcards

1
Q

After continuous morning use, a computer suddenly reboots without the intervention of the user. What are the two most likely hardware parts that could cause this problem?

A

CPU

power supply

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

A technician has been called in to investigate a problem with the computer rebooting randomly throughout the day. What two pieces of hardware could cause this problem?

A

CPU

power supply

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

For two days in a row, a user has noticed that the computer reboots several times before it eventually starts. What are two suspect components?

A

CPU

power supply

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

While a user is working on a spreadsheet, the computer reboots. What are two components that could cause this issue?

A

CPU

power supply

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

A laptop has an NVMe drive (C:) and a mechanical hard drive (D:). When the user tries to save a spreadsheet to the D: drive, the user notices that the D: drive is not there. What should the technician do to see if the drive is recognized by the operating system?

A

Use the Disk Management Control Panel.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

A computer has two mechanical hard drives. The second drive (D:) is used for data storage. When trying to save an email attachment to the local hard drive, the user notices that the D: drive is not an option. What should the technician do to see if the drive is recognized by the operating system?

A

Use File Explorer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

A user reports that a drive is no longer there. The technician asks the user to demonstrate the problem. Within the application, the user demonstrates that the drive, that was present in the save options yesterday, is now no longer an option. What should the technician do to see if the drive is recognized by the operating system?

A

Use Device Manager.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

A computer has an SSD for the operating system and applications and uses another mechanical hard drive for data storage. The user reports that data can no longer be saved to the mechanical hard drive. What should the technician do to see if the drive is recognized by the operating system?

A

Use File Explorer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

A technician is working on a laptop and the GPS is not functioning. What is a probable cause for this situation?

A

A service is disabled.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

A technician is working on a laptop and an app is not loading. What is a probable cause for this situation?

A

An app needs to be restarted.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

A technician is working on a laptop and an app is not responding. What is a probable cause for this situation?

A

An app needs to be restarted.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

A technician is working on a laptop and an error message about decryption appears when opening an email. What is a probable cause for this situation?

A

A digital certificate is missing.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Name the Windows 10 boot sequence after the boot manager (bootmgr.exe) loads (5 steps)

A
  1. The Windows Boot Loader Winload.exe loads
  2. Ntoskml.exe and hal.dll are loaded
  3. Winload.exe reads the registry, chooses a hardware profile, and loads the device drivers
  4. Ntoskml.exe takes over the process
  5. Winlogon.exe is loaded and executes the logon process
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Match the correct API with its function within the Windows 10 environment.

  1. Windows API
  2. DirectX
  3. Open Graphics Library (OpenGL)
  4. Java API
    * A cross-platform standard specification for multimedia graphics
    * Collection of APIs related to multimedia tasks for Microsoft Windows
    * Allows application from older versions to operate on newer versions
    * This is a collection of APIs related to the development of Java programming
A

Windows API - Allows application from older versions to operate on newer versions
DirectX - Collection of APIs related to multimedia tasks for Microsoft Windows
Open Graphics Library (OpenGL) - A cross-platform standard specification for multimedia graphics
Java API - collection of APIs related to the development of Java programming

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Which two tools are available to transfer user data and settings from an old Windows computer to a Windows operating system on a new computer?

A

Windows Easy Transfer, User State Migration tool (When a new operating system is being installed, existing user data and settings need to be migrated from the old to the new operating system. The User State Migration Tool and the Windows Easy Transfer Tool are available to perform this task on the Windows Vista, 7, and 8 operating systems.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

A user wants to extend a primary partition formatted with the NTFS file system with the unallocated space on the hard disk. What must the user do after the primary partition is extended to make it usable?

A

Convert the disk type to dynamic. ( A partition must be formatted with the NTFS file system in order to extend it by using the unallocated space on the disk. Once the partition has been extended, the disk type must be converted to a dynamic disk in order for the new partition to be accessible.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Why is a full format more beneficial than a quick format when preparing for a clean OS installation?

A

A full format will delete files from the disk while analyzing the disk drive for errors. (A full format removes files from a partition while scanning the disk for bad sectors. A quick format will remove files from a partition but does not scan a disk for bad sectors.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

A technician wishes to prepare the computers in the network for disaster recovery. The network consists of a variety of desktops and laptops from different vendors. All the computers are running either a 32-bit version of Windows 10 Pro or a 64-bit version of Windows 10 Pro. How would the technician prepare the recovery media?

A

Prepare individual recovery discs for all the computers. (All the PCs are from different vendors and thus have dissimilar hardware configurations. Furthermore, all the PCs have a variety of 32-bit Windows 10 and 64-bit Windows 10. Because the PCs have different versions of the OS and dissimilar hardware, you cannot use the same image on all the PCs . In order to use a single image, Sysprep must be used to strip out machine specific information like the SID, and all PCs must have the same hardware configuration and the same version of the Windows operating system.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

A technician wishes to deploy Windows 10 Pro to multiple PCs through the remote network installation process. The technician begins by connecting the new PCs to the network and booting them up. However, the deployment fails because the target PCs are unable to communicate with the deployment server. What is the possible cause?

A

The NIC cards on the new PCs are not PXE-enabled. (The NIC cards on the new PCs have to be PXE-enabled in order for them to communicate with the remote installation services on the server.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Which condition is required when planning to install Windows on a GPT disk?

A

The computer must be UEFI-based. (The globally unique identifier (GUID) partition table (GPT) makes use of a number of modern techniques to expand on the older MBR partitioning scheme. GPT is commonly used in computers with UEFI firmware. For Windows 10 to be installed on, and boot, from a GPT disk UEFI must be used.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

A technician wishes to perform a customized unattended network installation of Windows 10 on a PC. The requirements include the installation of specific applications and device drivers through the use of an answer file. What would the technician use to create the answer file?

A

Windows SIM (To perform a custom Windows Unattended installation, setup.exe must be run with the user options found in the answer file. Additional packages, such as applications or drivers, can be added to the answer file. The Windows System Image Manager (SIM) is used to create the setup answer file.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

An organization has purchased a custom application for the sales staff that can only be installed on a 64-bit Windows operating system. Each member of the sales staff has a Windows 8.1 32-bit PC. What must the IT department do in order to install and run the application on the sales staff computers?

A

Perform a clean installation of 64-bit Windows 10. (A 32-bit OS cannot be upgraded to a 64-bit OS. In this case a clean install of Windows 64-bit would be the only option because the application requires a 64-bit Windows environment to work.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

What are two possible solutions to any Windows computer restarting continuously and never displaying the desktop?

A

Press F8 to open the Advanced Options menu and choose Disable Automatic Restart on System Failure.
Run chkdsk /F /R from the recovery console.
(Upgrading the processor, upgrading the video card, or resetting the hard drive jumper would not fix this problem. Boot order settings cannot cause the system to reboot continuously.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

A technician uses Microsoft Deployment Image Servicing and Management (DISM) tool to create a Windows image file on one of the workstations running Windows 10. When the technician tries to clone another workstation with the image file, the workstation exhibits network connectivity issues on completion. What could cause this?

A

The SID of the original PC is not cleared when creating the image with DISM. (The technician must use Sysprep to clean up the local specific configuration, such as the SID, otherwise the cloned systems will not work properly.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

A user complains that user files cannot be synced with the network file server while the user is traveling out of the office. The user had access to the internet but no access to the company network server. How can this be addressed?

A

Setup a Sync partnership between the network server, Microsoft OneDrive, and the user. (Because the user has access to the internet, access to the Microsoft OneDrive cloud based service is possible and thus the user can sync with Microsoft OneDrive, which in turn can sync with the company network server from across the internet.)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

A technician has connected a new internal hard drive to a Windows 10 PC. What must be done in order for Windows 10 to use the new hard drive?

A

Initialize the new hard drive. (The new hard drive needs to be initialized before it can be used in Windows. This will involve formatting the disk which will erase any existing data on the drive.)

27
Q

What service does PRINT$ provide?

A

It provides printer drivers for printer administrators. (PRINT$ is a hidden share for printer drivers. It is shared by default and used to access remote shared printers or provide drivers to clients when sharing a printer.)

28
Q

A technician is troubleshooting a Windows 10 laptop infected with a virus that has damaged the master boot record. The technician has booted the laptop using the installation media and is attempting to repair the laptop from the command line interface. Which command can the technician use to repair the corrupt master boot record?

A

bootrec /fixmbr (The sfc /scannow command is used to check the integristy of the system files. The msconfig command allows for viewing the startup configuration mode, while the chkdsk command is used to repair the Windows file system. The bootrec /fixmbr command is used to repair a corrupt master boot record in a Windows 10 environment.)

29
Q

A user reports that a Windows 10 PC displays the error message “Invalid Boot Disk” during the boot process. The IT technician attempts to boot the computer and finds that the error message occurs immediately after the POST. What could be the possible cause?

A

The MBR/GPT is corrupted. (The message “invalid Boot Disk” could be a symptom of a missing or damaged MBR/GPT, a missing or damaged Boot Configuration Data file, a boot sector virus, a boot order not set correctly in BIOS, media without an operating system being in a drive, a hard drive not detected or damaged, or the absence of an installed operating system.)

30
Q

Which feature is included with macOS and provides the ability for a remote user to view and change files, folders, and applications on the local computer?

A

Screen Sharing (In macOS, remote access functionality is provided by the Screen Sharing feature, which is based on Virtual Network Computing (VNC). VNC is a freeware product that is similar in functionality to RDP and works over port 5900.)

31
Q

Which area of concern falls under the operations and planning category in IT documentation?

A

inventory management (There are four broad categories of IT documentation: Policies, Operations, Projects, and User documentation. Operations is concerned with inventory management.)

32
Q

Which two actions should a technician take if illegal content, such as child pornography, is discovered on the hard drive of a customer computer?

A

Contact a first responder.
Document as much information as possible.
(If illegal content is found, begin documentation to build a chain of custody and contact a first responder immediately.)

33
Q

What are three pieces of information a level one technician should gather from a customer?

A

contact information
description of the problem
details of any recent changes to the computer
( A level one technician should gather information from the customer and solve simple problems. For more advanced diagnostics, opening the computer case, running diagnostics software, and performing remote connections, the problem should be escalated to a level two technician.)

34
Q

What two actions are appropriate for a support desk technician to take when assisting customers?

A

Let a customer finish talking before asking additional questions.
If you have to put the customer on hold, ask the customer for permission.
(When dealing with customers, a technician should show professionalism in all aspects. A technician should observe the process before putting a customer on hold. First, let the customer finish speaking. Then, explain that there is need to put the customer on hold for a short period, and ask the customer for permission to do so. Tell the customer that it will be only a few minutes and explain what you will do during the period. When the customer agrees to be put on hold, thank the customer.)

35
Q

A support desk technician is dealing with an angry customer. Which two approaches should the technician take in dealing with the customer?

A

Work to redirect the conversation to solving the problem.
Let the customer explain the problem without interrupting. (Angry customers should be allowed to explain the problem, then be redirected to discussing how the problem can be solved. Transferring the customer, replying in a rude tone, and asking unrelated questions will usually increase, not ease, the anger being expressed by the customer.)

36
Q

What two kinds of problems should be escalated from a level one technician to a level two technician?

A

problems that are complicated and will take a long time to resolve
problems that are beyond the scope of the knowledge of the level one technician (A problem should be escalated to a level two technician when the problem is going to take a long time to fix, is affecting a large number of users, or requires knowledge or expertise that the level one technician does not possess.)

37
Q

An IT technician in a service company has provided extensive remote IT support with product deployment for a customer. After the completion of the contract, a complaint is filed against the IT technician for not following company policy by sending unsolicited emails about services and products that are not related to the contract. What two things should the IT support technician have done differently?

A

The IT technician should have researched the company policy about personal communication with customers on company time.
The IT technician should have asked the customer if the customer was interested in receiving information regarding other new services and products.
(While working with customers both briefly and over an extended period of time, it is possible to form friendly relationships. It is important to always follow company policy and never send unsolicited messages to a customer. Also do not send unsolicited mass mailings or chain letters to customers from a company email address. Any personal relationships should be kept via personal email accounts and should not reflect the IT organization of the employer.)

38
Q

Refer to the exhibit. During the troubleshooting of software that is installed on a computer system, a level one technician requires help from a level two technician. The file shown in the exhibit must be sent to the level two technician. How should the level one technician deliver this file?https://itexamanswers.net/wp-content/uploads/2016/05/The-file-shown-in-the-exhibit-must-be-sent-to-the-level-two-technician.-How-should-the-level-one-technician-deliver-this-file.jpg

A

Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required. (Customer privacy should be maintained. The easiest way to preserve it is removing any occurrence of passwords from the documentation that is being sent to another technician. If a client password is required to solve the problem, it should be sent to another technician through a specific document.)

39
Q

What skill is essential for a level one technician to have?

A

the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order (The level one technician must be able to translate the description of a customer problem into a succinct sentence or two that is entered into the work order.)

40
Q

What is used to control illegal use of software and content?

A

digital rights management (Digital rights management, or DRM, is software that is designed to prevent illegal access to digital content.)

41
Q

What determines the level of support that a call center technician will provide to an individual customer?

A

Support is based on the SLA for that customer. (A call center technician must provide the level of support that is outlined in the SLA for that individual customer.)

42
Q

A bench technician enters the server room and finds the backup server computer case open. The hard drives containing patient medical data are all physically disconnected from the motherboard and the SATA data cables are hanging outside the case. Which step should the technician immediately take?

A

Locate an employee qualified to collect evidence. (When a potential crime scene is found, a chain of custody must be observed and followed. The technician should immediately locate another employee who is qualified to collect evidence. Disconnecting or reconnecting the drives or attempting to move data may adversely affect the chain of custody.)

43
Q

When responding to a call from a customer who is experiencing problems with a computer, the technician notices that a number of system files on the computer have been renamed. Which two possible solutions could the technician implement to resolve the problem?

A

Use antivirus software to remove a virus.
Restore the computer from a backup. (Renamed system files are usually the result of a virus on the computer. Removing the virus and restoring the computer from a backup are the only two possible solutions in this case.)

44
Q

A technician suspects that a security issue is causing problems with a computer. What two actions could be performed to test theories of probable cause when troubleshooting the PC?

A

Log in as a different user.
Disconnect the computer from the network. (Several actions can be taken by a technician when security issues are suspected as the possible cause of a problem with a computer. Logging in as a different user or disconnecting the PC from the network to isolate the cause of the problem are two possible actions.)

45
Q

The CIO wants to secure data on company laptops by implementing file encryption. The technician determines the best method is to encrypt each hard drive using Windows BitLocker. Which two things are needed to implement this solution?

A

at least two volumes
TPM
(Windows provides a method to encrypt files, folders, or entire hard drives depending on need. However, certain BIOS settings and configurations are necessary to implement encryption on an entire hard disk.)

46
Q

What is an accurate description of asymmetric encryption technology?

A

It is an encryption process that uses a public and private key pair to encrypt/decrypt data.

47
Q

What are two probable causes of a user unable to access local resources such as file shares or printers on a wired network?

A

bad cabling
DNS name resolution not working (There are many issues which can cause local resources to be unavailable. These include bad cabling, a switch or router not functioning, a firewall blocking traffic, DNS name resolution not working, or failed services.)

48
Q

The IT department has just purchased 15 wireless access points in order to provide full wireless coverage for all 100 employees within the company and is looking to deploy the most secure and scalable wireless implementation. Which open source authentication method would perform authentication on behalf of all 15 wireless network devices?

A

RADIUS and TACACS+ both use a separate server that performs authentication on behalf of network devices. However, RADIUS is an open standard and provides greater compatibility.

49
Q

A technician is upgrading many PCs used within the company. How should the technician dispose of an old inkjet printer cartridge?

A

Recycle following local regulations.

50
Q

A technician is about to begin preventive maintenance on a company PC. In which situation would ESD be an issue?

A

when installing a processor

51
Q

Users in the sales department want to be able to print from laptops and tablets. Which two wireless technologies should the IT technician look for when researching new printers for the sales department?

A

802.11 standard

52
Q

A technician is working on a laptop and a key on the keyboard is not responding as it should. What is a possible solution for this situation?

A

Clean with compressed air.

53
Q

Why would a network technician change the wireless router IP address to a different private IP address during initial installation?

A

to decrease the likelihood that someone could access the router using the default settings

54
Q

A technician is working on a laptop and GPS is not functioning. What is a possible solution for this situation?

A

Verify that airplane mode is not activated.

55
Q

A technician is working on a laptop and GPS is not functioning. What is a possible solution for this situation?

A

Verify the status of service.

56
Q

In which two situations would thin clients be a good choice to meet the end-user computing needs?

A

when it is necessary for employees to use tablets with minimal storage and processing capabilities
when installed in an enterprise environment where there is a gigabit LAN and powerful servers

57
Q

Refer to the exhibit. The help desk is receiving numerous calls from employees in the payroll department. It appears that their computers can print to the local network printer, but cannot access the cloud-based payroll service. One employee sends a screen print showing the result of issuing an ipconfig /all command. What is the cause of the issue being experienced by the users?https://itexamanswers.net/wp-content/uploads/2020/10/The-help-desk-is-receiving-numerous-calls.jpg

A

The DHCP server is configured with the wrong default gateway address.

58
Q

An on-site IT technician needs to work on systems installed in a small health clinic located in New York state. When the technician arrives, the office manager asks if the technician is aware of HIPAA regulations. Which two situations are breaches of PHI and could possibly lead to severe penalties under HIPAA?

A

sending screenshots of multiple patient health records that contain error messages to a second level technician
making a backup of the clinic patient data in order to recreate the issues on a server in the IT support office

59
Q

An IT technician attempts to copy a large file to a USB flash drive that contains other data but the copy fails. The technician checks the properties of the flash drive and finds that it was formatted using FAT32. Which method can the technician use to easily change the file system to NTFS without losing the data files currently stored on the disk?

A

Open the Command Prompt (Admin) window and use the convert command.

60
Q

A technician is working on a laptop and an app is not responding. What is a possible solution for this situation?

A

Perform a reset.

61
Q

An on-site technician is asked to check a laptop used by an executive who occasionally works from home. The technician observes that the image on the laptop screen flickers and appears dull, even though the same image displayed on another monitor attached to the laptop docking station is normal. What are two issues that could cause the symptoms the technician observed?

A

The inverter may be failing.

The backlight needs adjustment or is failing.

62
Q

An on-site IT technician is attempting to resolve an issue with application performance on a customer laptop. The technician backs up the customer data and then replaces the memory in the laptop with known good memory. It does not resolve the performance issue. What are the next two actions the technician should take?

A

Continue to test the nextlikely probable cause

Document that the possible solution did notwork

63
Q

An on-site IT technician finished the removal of malware from a customer computer and installed new virus protection software. An hour after the technician left the site, the customer called the help desk to report that a critical web-based application was no longer functioning properly. Which step in the troubleshooting process did the IT technician fail to properly complete?

A

Verify full system functionality.

ITE final exam (14 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions