tv100% Flashcards by gkjgfkjn hjhbjhjhb

Which statement is true about the use of an antistatic wrist strap?

An antistatic wrist strap should not be worn when repairing a power supply.

How well did you know this?

Not at all

Perfectly

Which action can reduce the risk of ESD damage when computer equipment is being worked
on?

working on a grounded antistatic mat

How well did you know this?

Not at all

Perfectly

A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour. What is the
best way to handle this call?

Make an offer to help the customer immediately, and advise the customer that otherwise the
requested technician will call the customer back within two hours.

How well did you know this?

Not at all

Perfectly

What approach should a technician take when receiving a call from a stressed customer?

Try to establish a rapport with the customer.

How well did you know this?

Not at all

Perfectly

A call center technician answers a call from a frequent customer who is known to be
impatient and lacks experience with computers. The customer has an issue with an application
that the call center supports. The customer informs the technician that the problem had been
reported before but the original technician was rude, did not listen, and did not fix the problem.
If the technician is confident that the problem can be resolved by increasing the amount of
memory in the computer, what should the technician do?

Confirm the issues and give detailed instructions to solve the problem.

How well did you know this?

Not at all

Perfectly

A call center technician has asked a customer to perform a simple operation to fix a problem
on a computer. The customer seems unable to perform the task. What should the technician do?

Determine whether the customer would prefer to receive the instructions in another form, such
as emailed, illustrated written instructions.

How well did you know this?

Not at all

Perfectly

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

Let a customer finish talking before asking additional questions.

If you have to put the customer on hold, ask the customer for permission.

How well did you know this?

Not at all

Perfectly

A user has installed a new printer. Which two pieces of information about the printer
operation are provided by printing a test page from the computer?

verification that driver software is working correctly

confirmation that printer and computer are communicating

How well did you know this?

Not at all

Perfectly

Which two procedures should be done before performing preventive maintenance on a
laptop?

Disconnect the AC adapter.

Remove the battery.

How well did you know this?

Not at all

Perfectly

What is a typical task performed by a level one technician in a call center?

gathering information when a customer calls for help

How well did you know this?

Not at all

Perfectly

What laptop component converts DC power to AC so that the display can illuminate?

inverter

How well did you know this?

Not at all

Perfectly

A technician needs to configure a Bluetooth headset for a laptop user. Which two steps
should the technician take before installing the headset?

Enable Bluetooth in BIOS Setup.

Ensure that the laptop Bluetooth switch is enabled

How well did you know this?

Not at all

Perfectly

Which three actions should be part of a regular computer preventive maintenance plan?

removing dust from fan intakes, the power supply, and peripherals

installing appropriate security updates

removing unused or unwanted programs

How well did you know this?

Not at all

Perfectly

A computer technician performed a number of actions to correct a problem. Some actions
did not solve the problem, but eventually a solution was found. What should be documented?

everything that was done to try to solve the problem

How well did you know this?

Not at all

Perfectly

What are two operating systems that are found on mobile devices?

Android

iOS

How well did you know this?

Not at all

Perfectly

A user updates a device driver and reboots the system. When the user successfully logs in
after the reboot, the OS displays a blue screen and crashes. The user presses the F8 key on
reboot and tries to log in using the Last Known Good Configuration but gets the same result.
Why will the Last Known Good Configuration not work?

The Last Known Good Configuration is overwritten with the current one on successful login.

How well did you know this?

Not at all

Perfectly

A technician has been asked to reinstall the OS on a computer that has a corrupted
operating system. The technician inserts the installation media in the optical drive. What would
be the most likely action the technician should perform next?

Change the boot sequence in the BIOS.

How well did you know this?

Not at all

Perfectly

A technician is troubleshooting a computer that fails to print. The technician suspects that
the printer driver may be outdated, proceeds to download the latest driver, and installs it. The
technician attempts to print, but the problem persists. What is the next action that the
technician should take?

Develop a new theory.

How well did you know this?

Not at all

Perfectly

A technician is troubleshooting a printer that fails to print because of constant paper jams.
What should the technician try first?

Clean the printer.

How well did you know this?

Not at all

Perfectly

A technician is planning an operating system upgrade for a user system that is currently
running Windows Vista. Because the BitLocker feature embedded in the Windows Vista OS is
required, there is a request that this feature be available when the new operating system is
installed. Which version or versions of Windows 7 would support this feature?

Windows 7 Ultimate

How well did you know this?

Not at all

Perfectly

What is different about the default location for user files in Windows Vista compared to
Windows XP?

The default location for user files in Windows Vista is within a user-specific subfolder in the
Users folder.

How well did you know this?

Not at all

Perfectly

Which Windows feature enables a technician at company headquarters to view the screen
and control the mouse and keyboard of a computer in a branch office?

Remote Desktop

How well did you know this?

Not at all

Perfectly

Which Windows hard drive partition is referred to as the C: drive?

the first primary partition

How well did you know this?

Not at all

Perfectly

Refer to the exhibit. Which utility has the IT department started on each computer?
RedWhiteBlueDash

Defragment

How well did you know this?

Not at all

Perfectly

A technician notices that a data floppy disk is in the floppy disk drive of a computer when it is powered on. Which error message could this potentially cause?

invalid system disk

A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file?

Chkdsk

Engineers are designing a security scheme to allow only authorized persons to access the facilities of a national bank. Which security control measure provides the most secure solution for employee identification?

biometric devices

What type of security attack is being launched when a hacker calls a company to obtain computer login information and pretends to be an employee?

social engineering

What characterizes a DDoS attack?

Many hosts participate in a coordinated attack.

What guideline should be followed when establishing a password security policy?

An expiration period should be established so that passwords frequently change.

After logging into a computer, a user can view files but is unable to download the files. What action can the administrator take to allow the user to download the files while preventing deletion of the files?

Set the file permissions to Read and Execute.

A technician has been asked to develop a physical topology for a network that provides a high level of redundancy. Which physical topology requires that every node is attached to every other node on the network?

mesh

A network administrator has finished migrating from a peer-to-peer network to a new client-server network configuration. What are two advantages of the new configuration?

Data is more secure in the event of hardware failures. Data resources and access are centrally controlled.

A student enables file sharing on a laptop so that a friend can access music files. Which type of service is being configured?

peer-to-peer

The current IP configuration of a small company is done manually and is time-consuming. Because of increased network growth, a technician needs a simpler way for IP configuration of workstations. Which service would simplify the workstation IP configuration task?

DHCP

A computer can access devices on the same network but cannot access devices on other networks. What is the probable cause of this problem?

The computer has an invalid default gateway address.

What is the reason for disabling SSID broadcasting and changing the default SSID on a wireless access point?

Wireless clients must then have the SSID manually configured to connect to the wireless network.

A computer has been assigned an IP address of 169.254.33.16. What command could be used to force the computer to request an IP address again?

ipconfig /release

After confirming the removal of a virus from a computer, how should the technician ensure and verify the full functionality of the system?

Check for the latest OS patches and updates.

A user wants to upgrade components in a laptop to improve performance. Which two components can be replaced by the user?

RAM battery

A technician uses the shrink volume feature of the disk management utility and splits the partition. What must the technician do next in order to make use of the new space?

Partition the unallocated space.

A student laptop is running slowly, and the student suspects rogue computers are accessing the laptop. Which control panel feature is used in Windows Vista to verify the firewall setting?

Security Center

How does MAC address filtering enable wireless network security at the device level?

The unique MAC address of each wireless device is filtered and only authorized addresses are allowed network access.

Rogue antivirus warning windows have been reported as appearing on computers in a company. The computer systems administrator is drafting a notice to all employees explaining how to deal with this problem. In addition to a description of the problem and the reporting procedure, which two instructions should also be included in the notice?

Do not click anywhere in the warning window. If the window has to be closed, then press Alt + F4.

The corporate security policy states that all remote connections use only secure tunnels for data communications. Which encryption technique secures data traveling across the public Internet as if it were traveling across the corporate LAN?

VPN

Which protocol adds security to remote connections?

SSH

What are two network requirements necessary to establish a VPN connection between a remote computer and a private company LAN?

Internet access VPN client

Which statement is true about DDR2 and DDR3 RAM modules?

They use different types of DIMM slots on the motherboard.

A customer needs additional storage space on an older computer. What will the technician look at in the computer to determine if an additional hard drive can be added?

an available PATA/SATA connection

A computer user has a USB 3.0 thumb drive. What USB port or ports could be used to attach the drive to the PC?

any USB 1.1, 2.0, or 3.0 port

Which step is critical in selecting and installing multiple cooling fans for a PC case?

Make sure they are mounted in correct air flow directions.

A customer needs to purchase a new power supply for a computer. What must be considered when selecting an appropriate power supply?

The power supply has sufficient wattage to support all components inside the computer.

Refer to the exhibit. To what input device would the cables attach? PS/2 VGA Output

KVM switch

Which motherboard feature controls the amount of data that a CPU transfers at one time?

front side bus

Which is the correct procedure to put out a fire with a fire extinguisher after the pin is pulled?

Aim at the base of the flame, squeeze the lever, and sweep from side to side.

A technician is explaining the differences between inkjet printers and laser printers to a customer. Which two comparisons should the technician make?

Inkjet printers are less expensive as an initial purchase than laser printers. The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

Once a technician understands a customer complaint, it is common to ask closed-ended questions. Which question is a close-ended one?

Is this the first time the error occurred?

Which two items would be part of a laptop preventive maintenance kit?

compressed air soft cloth

In which circumstance should a level one technician initiate an escalated work order?

when a problem requires expertise from another technician

In what circumstance would plenum-rated twisted-pair computer network cabling be required?

when the cable run must be installed inside a ceiling

Which three actions should be part of a regular computer preventive maintenance plan?

removing dust from fan intakes, the power supply, and peripherals installing appropriate security updates removing unused or unwanted programs

A technician is attempting to create virtual machines on a PC but wants to ensure that the physical system resources used by the virtual machines are directly managed by them and not by the host operating system. How can the technician accomplish this?

Set up the virtual machines using a native hypervisor.

Which feature of a mobile device touchscreen will allow a user to zoom in displayed items such as maps and photographs?

double touch

A user downloads a widget onto his Android phone but is puzzled to see that when the widget is touched an app is launched. What is a possible cause?

The widget is associated with the app and this is the normal behavior.

After solving a problem on a computer, a technician checks the event log to ensure that there are no new error messages. At which step of the troubleshooting process is this action taking place?

Verify the solution and full system functionality.

A technician has just installed a new laser printer, but is unable to print a test page. What is the most likely cause for this?

The installed printer driver is the wrong one.

A user reports that some printing jobs are not being printed. The technician checks and notices that the jobs are stuck in the printing queue. What action should the technician take to solve the problem?

Cancel the job that displays the error that is preventing the other jobs from being printed.

A technician has installed a third party utility that is used to manage a Windows XP computer. However, the utility is unable to startup automatically whenever the computer is started. What can the technician do to resolve this problem?

Change the startup type for the utility to Automatic in Services.

A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?

2 primary, 1 active, 1 extended, 3 logical

For security reasons a network administrator needs to ensure that local computers cannot ping each other. Which settings can accomplish this task?

firewall settings

An administrator receives an email message from what appears to be the company bank. The email asks for account information. The administrator determines the email is not from the bank. What type of security threat has the administrator detected?

phishing

Which two aspects of a computer can be protected by setting the BIOS password?

hard drive settings operating system booting

Which two password control policies should an organization implement to ensure strong passwords?

Passwords should be set to expire every 60 days. Passwords should contain letters and numbers.

Which open standards-based wireless security mode supports the highest level of security?

WPA2

``` In a networking class, the instructor tells the students to ping the other computers in the classroom from the command prompt. Why do all pings in the class fail? ```

The Windows firewall is blocking the ping.

A new technician has joined the IT team and is about to service a heavy printer. Which two precautions should be taken to avoid any injury when transporting the heavy printer to the service area?

Avoid lifting the equipment using the strength in your back. Lift the equipment using the strength in your legs and knees.

What can help control the effect of RFI on a wireless LAN?

Ensure the wireless network is on a different frequency than the offending source.

DHCP

What are the four layers in the TCP/IP reference model?

application, transport, internet, network access

A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?

SSH

A newly hired technician is attaching a computer to the network. Upon examining the network configuration, the technician recognizes that the computer is configured with a protocol stack that is used for Internet communication. What protocol stack is installed on the computer?

TCP/IP

After the administrator manually configures the correct SSID on a new laptop, the computer is still unable to connect to the wireless LAN. Which additional action should the administrator take to resolve this problem?

Verify that the MAC address for the laptop is in the MAC address filter table.

An audit reveals company files that are stored in the personal server space of a former employee have been modified after the employee left the company. What should be done to prevent further unauthorized access to these files, while still allowing the company to use them?

Disable the account of the former employee.

How is DSL able to carry telephone and data signals at the same time?

Each signal uses a different frequency.

A company has a preventive maintenance policy that requires every computer have a new restore point created every six months. For computers using the Windows 7 operating system, how can a technician create the restore point?

Choose Start > All Programs > Accessories > System Tools > System Restore > Next.

Which are two potential risks to a mobile device that could result from rooting or jailbreaking the device?

A custom OS enables user access to the root directory. | A custom OS may not properly create or maintain sandboxing features.

Which three attributes of NTFS make it a better file system than FAT32?

file and folder permission options journaling encryption at the file and folder level

``` Which memory module used to hold instructions for booting a PC and loading the OS, but is still used on adapters even though the memory contents cannot be changed? ```

ROM

Why do laptop computers use CPU throttling techniques?

to reduce the heat that the CPU may generate

A technician is upgrading an ATX motherboard with another ATX motherboard. Which component might be affected by this and need to be upgraded and bought as an additional purchase?

CPU

A student wishes to buy a computer suitable for game playing. What CPU speed would be appropriate for game playing?

3 GHz

What are the terms refresh rate, interlace, and aspect ratio related to?

image quality of a monitor

Which two interface types make it possible to attach different external components to laptops and desktops without powering the computer off?

FireWire USB