OS Essentials - Chapter 14 (The IT Professional)

What is a common responsibility of a level one call center technician?

• entering a concise description of a customer problem into a ticketing system

• remotely connecting to customer devices and implementing driver and software updates

• calling back customers and asking additional questions to solve the problem

• receiving escalated work orders from a lower level technician

What is the definition of a script file?

• A simple file with a single statement that loops repeatedly.

• A file that is compiled and translated into machine language before executing.

• A simple text file used to automate processes and tasks.

• A file that is the output of a conditional statement.

What are two examples of personally identifiable information (PII)? (Choose two.)

• first name

• street address

• language preference

• credit card number

• IP address

What is the definition of cyber law?

• a single law defining criminal acts that are committed online

• the collection of international, country, and local laws that affect computer security professionals

• a contract that defines expectations between an organization and IT service vendors for an agreed upon level of support

• the process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices

What is a characteristic of the open source license of an application software?

• It requires registration instead of purchasing.

• It cannot be used for campus-wide deployment.

• It allows users to modify and share the source code.

• It does not require purchase in order to use the software.

• It requires acknowledged completion of a professional training course prior to use.

A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

• Ask the customer what the problem is and then introduce yourself.

• Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.

• Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.

• Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.

Why is a chain of custody important in a cyber crime case?

• It authenticates evidence.

• It ensures conviction

• It proves guilt.

• It protects copyrighted materials.

Which one of the following is a one of the 5 major phase of creating and implementing a disaster recovery plan?

• Planning

• Validation

• Verification

• Recovery

Which type of documentation is concerned with specifying what data must be collected and how long it must be retained in regards to an organization?

• policies

• operations

• projects

• user documentation

Which one of the following is a type of volatile data?

• Data stored in hard drive

• Data stored in DVD

• Data stored in RAM

• Data stored in USB hard disk