Font size
WorksheetsOS Essentials - Chapter 14 (The IT Professional)
Total questions: 10
Worksheet time: 5mins
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
