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WorksheetsFInal
Total questions: 90
Worksheet time: 45mins
Which of the following should a help desk specialist adjust to prevent a laptop from shutting down when the lid is closed?
Change the boot order.
Enable BitLocker.
Edit the power plan.
Turn on fast startup.
A user in a SOHO asks an off-site, remote technician to connect securely to the user's laptop. The technician is able to connect to the VPN but is unable to connect to the user's laptop. Which of the following settings should the technician review?
Wireless protocol
DHCP pool
Content filtering
Firewall
A technician is troubleshooting an issue on a PC that has low disk space. Which of the following Control Panel utilities should the technician most likely use to investigate and remediate the issue?
Indexing Options
Internet Options
System
Programs and Features
Device Manager
A user wants to back up a device's OS and data. Which of the following is the best way to accomplish this task?
Incremental backup
System image
System restore point
Differential backup
Which of the following will automatically map network drives based on Group Policy configuration?
Log-in scripts
Access control lists
Organizational units
Folder redirection
A user is unable to access the company's internal network on a separate subnet. A help desk technician verifies the user's credentials, and the user has the appropriate permissions to access the network. The technician checks the network and finds the connection is stable. No other users are having this issue. Which of the following should the technician do next?
Consult with the firewall team to see if the user's IP address is blocked.
Delete the user's credentials and create new ones.
Run a virus scan on the user's workstation.
Update the network drivers on the user's workstation.
A customer needs to purchase a desktop capable of rendering video. Which of the following should the customer prioritize?
NIC
USB
GPU
HDMI
A technician is setting up a new PC in a SOHO. Which of the following should the technician most likely configure on the PC?
VDI
Mapped drives
Wireless WAN
Domain
A malicious user was able to export an entire website's user database by entering specific commands into a field on the company's website. Which of the following did the malicious user most likely exploit to extract the data?
Cross-site scripting
SQL injection
Brute-force attack
DDoS attack
A customer who uses a Linux OS called the help desk to request assistance in locating a missing file. The customer does not know the exact name of the file but can provide a partial file name. Which of the following tools should the technician use? (Choose two.)
find
grep
locate
cat
Which of the following commands can be used to search for files and directories in a Linux system?
df
find
grep
cat
ps
A user is attempting to access a shared drive from a company-issued laptop while working from home. The user is unable to access any files and notices a red X next to each shared drive. Which of the following needs to be configured in order to restore the user's access to the shared drives?
IPv6
VPN
IPS
DNS
A technician needs to update the software on several hundred Mac laptops. Which of the following is the best method to complete the task?
SSH
MDM
RDP
SFTP
A user's home system has been infected with malware. A technician has isolated the system from the network and disabled System Restore. Which of the following should the technician do next?
Perform an antivirus scan.
Run Windows updates.
Reimage the system.
Enable System Restore.
When dealing with a malware-infected system, isolating the system from the network and disabling System Restore are critical initial steps. The next step in the malware removal process should be:
Perform an antivirus scan
Reinstall the operating system
Update the device drivers
Replace the hard drive
An employee lost a smartphone and reported the loss to the help desk. The employee is concerned about the possibility of a breach of private data. Which of the following is the best way for a technician to protect the data on the phone?
Remote lock
Remote wipe
Remote access
Remote encrypt
A network administrator wants to enforce a company's security policy that prohibits USB drives on user workstations. Which of the following commands should the administrator run on the users' workstations?
diskpart
chown
gpupdate
netstat
Turn off inheritance on the requested folder only and set the requested permissions to each file manually.
Turn off inheritance on the requested folder only and set the requested permissions to each file manually.
Turn off inheritance at the top-level folder and remove all inherited permissions.
Turn off inheritance at the top-level folder and set permissions to each file and subfolder manually.
Turn off inheritance on the requested folder only, set the requested permissions, and then turn on inheritance under the child folders.
A user's smartphone screen is not rotating. The technician confirms the rotation lock is deactivated. Which of the following steps should the technician perform next?
Remove the screen protector.
Update the smartphone's software.
Restart the smartphone.
Replace the smartphone.
Users report having difficulty using the Windows Hello facial recognition feature. Which of the following is a secondary feature of Windows Hello that can be used to log in?
Personal identification number
Username/password
One-time-use token
Cryptographic device
Which of the following is the most secure method to protect a mobile device from unwanted access?
Remote wipe
Biometrics
Personal identification number
Log-in attempt restrictions
An administrator's change was approved by the change management review board. Which of the following should the administrator do next?
Perform risk analysis.
Assign a change coordinator.
Implement the change.
Verify testing results.
A user is unable to log in to a workstation. The user reports an error message about the date being incorrect. A technician reviews the date and verifies it is correct, but the system clock is an hour behind. The technician also determines this workstation is the only one affected. Which of the following is the most likely issue?
Time drift
NTP failure
Windows Update
CMOS battery
A technician needs to configure a backup solution that will have the least additional expenses and impact on users. Which of the following steps should the technician complete?
Configure the backup to run after peak hours.
Use the built-in OS backup utility.
Configure the backup to run when the user logs in.
Use third-party licensed backup software.
Configure the backup job to run every hour.
A change management review board denied an administrator's request for change. The administrator had provided the purpose and scope of the change, the date and time, and impacted systems with the risk analysis. Which of the following should be included to approve this change?
End-user acceptance
Cost analysis
Rollback plan
Standard maintenance window
A technician is preparing a training room, and the workstations must all have the same OS, applications, and settings. Which of the following methods is the best way to accomplish this request?
Recovery partition
Clean install
Image deployment
In-place upgrade
Which of the following environmental controls is most important to maintain the safety of a data center?
Temperature control
Humidity control
Fire suppression control
Power management control
An MDM report shows that a user's company cell phone has unauthorized applications installed. The device has recently checked into the MDM server, and the company still has access to remote wipe the device. Which of the following describes the action the user has performed?
Obtained root access.
Upgraded the OS.
Installed a VPN.
Uninstalled the MDM software.
Which of the following languages would a technician most likely use to automate the setup of various services on multiple systems?
SQL
HTML
PowerShell
C#
A technician is assisting a customer who is having difficulty accessing the company's website. Which of the following should the technician do first?
Ask the customer for their log-in credentials.
Check the company's internal knowledge base for solutions.
Refer the customer to a more experienced technician.
Record the details of the issue in the company's ticketing system.
A user accidentally installed the incorrect word processing application on an iMac. Which of the following would allow the user to uninstall the incorrect application?
Move the application to the desktop and press delete.
Identify the application in Finder and drag it to the trash can.
Use Spotlight to search for the application, and then run the application.
Use Time Machine to go back to the date before the installation.
The user often hosts meetings from a Windows desktop, and meeting participants ask the user to make the text larger when the user shares the computer screen. When not in meetings, the user wants the text be smaller for work tasks. Which of the following is the most efficient way to change text font size?
Issuing a laptop to the user with increased font size to be used only for meetings
Using display settings to adjust the text size during meetings
Adding a local user account, which has a larger font size set, for the user to log in to during meetings
Adding a second monitor to the user's desktop and increase the font size for only that display
A user is unable to obtain an IP address when connecting a newly imaged computer to a switch. The switch is confirmed to be working properly, and other computers can connect without issue. The computer is set to obtain an IP address automatically. Which of the following is most likely the issue?
The switch is only providing IPv6 addresses.
The OS must be updated to be compatible with the imaging software.
The switch has port security enabled.
The switch does not support multicast traffic.
A company's help desk receives numerous calls from employees reporting issues related to a current security breach. Which of the following steps should the help desk team take to document the breach?
Record the details in the ticketing system.
Take screenshots and attach them to the root cause analysis.
Discuss the incident with the company's legal team.
List the details in the company's knowledge base.
A user is unable to access the company's internal network on a separate subnet. A help desk technician verifies the user's credentials, and the user has the appropriate permissions to access the network. The technician checks the network and finds the connection is stable. No other users are having this issue. Which of the following should the technician do next?
Consult with the firewall team to see if the user's IP address is blocked.
Delete the user's credentials and create new ones.
Run a virus scan on the user's workstation.
Update the network drivers on the user's workstation.
Which of the following filesystems supports journaling?
NTFS
exFAT
HFS
ext2
Which of the following Windows 10 editions is the most cost-effective and appropriate for a single user who needs to access their computer remotely?
Education
Pro
Enterprise
Home
The camera and microphone on an iPhone user's device are activating without any user input. The user's friend recently modified the device to allow applications to be installed outside the normal App Store. Which of the following is the issue?
The user connected a counterfeit Lightning cable to the iPhone.
The device is unenrolled from Mobile Device Management.
The device was jailbroken to remove internal security protections.
The iPhone has an out-of-date operating system.
An application is not performing well and will occasionally shut down with no error provided. Which of the following Task Manager tabs should be used to troubleshoot the application while it is active?
Users
Services
Performance
Startup
A technician needs to import a new digital certificate and place it in the proper location. Which of the following Control Panel utilities should the technician use to import the certificate?
Internet Options
Network and Sharing Center
Credential Manager
Security and Maintenance
Which of the following environmental effects can be the result of using virtualization?
Greater energy consumption
Noise pollution
Reduced space requirements
Fewer maintenance needs
A customer recently upgraded their computer to the latest Windows version and is now having issues with the display. The icons and text are too large, and the colors are not accurate. Which of the following Control Panel options should the technician adjust to help the customer?
Ease of Access
Device Manager
Network and Sharing Center
Programs and Features
Which of the following device types would a technician consider a security concern?
NIC
IoT
PoE
LC
Which of the following should be used to configure automatic backups on macOS?
Mission Control
Time Machine
Disaster Recovery
System Restore
Which of the following system preference items allows a user to enable third-party application installations on macOS 11?
Keychain
Privacy
Accessibility
Spotlight
A user downloaded a 64-bit version of a new software program, but the installation failed due to an error. Which of the following most likely caused the error?
The OS version is incompatible.
The user needs to enable ActiveX.
The .NET Framework needs to be updated.
The user needs administrator privileges.
Which of the following is natively used with Active Directory?
Windows 10
macOS
Linux
Chrome OS
A technician needs to configure a newly installed SSD. Which of the following tools should the technician use?
resmon.exe
gpedit.msc
diskmgmt.msc
diskpart.msc
regedit.exe
A user calls the help desk to report an issue with their smartphone. After the user returns from a business trip, the user is no longer able to access email or visit websites without a Wi-Fi connection on the smartphone. Which of the following could the user do to most likely resolve the issue?
Enable cellular data.
Increase data limits.
Disconnect the VPN.
Reinstall the SIM card.
To ensure that all removable media is password protected in case of loss or theft, which of the following should be implemented?
To ensure that all removable media is password protected in case of loss or theft
To enable Secure Boot and a BIOS-level password to prevent configuration changes
To enforce VPN connectivity to be encrypted by hardware modules
To configure all laptops to use the TPM as an encryption factor for hard drives
Several computers have been infected with malware, causing the company network to slow down and sensitive company information to be lost. The IT department installs new antivirus software to remove the malware and needs to decide the best method to prevent future malware infections. Which of the following methods would be the most effective?
Encrypting data at rest
Implementing firewalls
Utilizing Intrusion detection systems
Backing up data regularly
A technician runs a command and gets the following output: Ethernet adapter Ethernet 3: Connection-specific DNS Suffix . : reddog.microsoft.com Link-local IPv6 Address . . . . . : fe80::de3d:9283:4f00:856a%5 IPv4 Address. . . . . . . . . . . : 10.203.10.16 Subnet Mask . . . . . . . . . . . : 255.255.255.0 Default Gateway . . . . . . . . . : 10.203.10.1 Which of the following commands did the technician use?
ipconfig
tracert
whoami
net use
A user downloads an application with a plug-in that is designed to automatically prompt for an OTP when the user browses to a specific website. The plug-in installs without any warnings or errors. The first time the user goes to the site, the prompt does not open, and the user cannot access the site. Which of the following browser settings should the user configure?
A. Extensions/add-ins
B. Certificate validity
C. Proxy settings
D. Trusted sources
A technician is updating the OS on a number of Windows workstations. After successfully updating several workstations, the technician receives an error indicating that the upgrade takes more space than is available on one of the PCs. Which of the following should the technician do to proceed with the upgrade?
A. Unplug the extra hardware.
E. Uninstall unused desktop applications.
C. Update the driver software.
D. Restore the system files.
B. Delete unnecessary files.
A security administrator teaches all of an organization’s staff members to use BitLocker To Go. Which of the following best describes the reason for this training?
To ensure removable drives are encrypted
To improve network speed
To monitor employee activity
To block access to social media
A proxy server is required for internet access from a corporate network. Which of the following should a technician perform to manually configure a Windows 10 device for internet access?
Add the proxy server's URL and IP address to the computer's hosts file under C:\windows\System32\drivers\etc.
Enable the use of a proxy server and enter an address for it under Control Panel > Internet Options > Connections > LAN settings.
Open a command prompt and run ipconfig /release, followed by ipconfig /renew.
Set the proxy server as the default gateway under the computer's network connection IP settings by selecting Manual, then entering the proxy server's IP address under Gateway.
A technician discovers a user's PC has a "No OS found" error message. Which of the following steps should the technician take next?
Remove external storage and reboot the PC.
Replace the SSD and run disk defragmenter.
Start up in safe mode and roll back the latest security updates.
Back up personal data and rebuild the user profile.
A technician is replacing the rack mount UPS. Which of the following should the technician consider?
Determining the availability of compressed air
Getting assistance to lift the hardware
Checking local low-voltage regulations
Testing the fire suppression system
Which of the following is a powerful scripting language used in Windows environments to automate administrative tasks and configure services across multiple systems?
SQL
HTML
PowerShell
C#
A user is unable to open personal files on a PC on a home network. An on-screen message indicates the files are encrypted and demands payment to access the files. Which of the following should a technician recommend the user do first?
Reinstall the OS.
Run the System Restore feature.
Disconnect the PC from the network.
Pay the amount demanded.
Scan the PC with an anti-malware program.
A user asks a technician for recommendations to back up desktop data from a Windows OS. The technician recommends implementing daily full backups, but the user is concerned about having enough space. Which of the following additional backup methods should the technician recommend?
Transaction log
Incremental
Synthetic
Differential
A user is unable to access the company's network. A technician learns the user's account became inaccessible after multiple unsuccessful login attempts. The user also changed their password before the issue started. Which of the following steps should the technician take to resolve the issue?
Escalate the user's issue to the network team.
Reset the user's password.
Unlock the user's account.
Verify the user's login and password.
A systems administrator at a small company wants to discreetly access user machines and verify patch levels without users noticing. Which of the following remote access technologies should the administrator use?
RDP
MSRA
SSH
VNC
A technician is troubleshooting a PC that will not run Windows Defender. Windows Defender has been disabled and no other antivirus is installed on the PC. Which of the following would have caused this issue?
Ransomware
Rootkit
Spyware
Keylogger
A user reports some single sign-on errors to a help desk technician. Currently, the user is able to sign in to the company's application portal but cannot access a specific SaaS-based tool. Which of the following would the technician most likely suggest as a next step?
Reenroll the user's mobile device to be used as an MFA token.
Use a private browsing window to avoid local session conflicts.
Bypass single sign-on by directly authenticating to the application.
Reset the device being used to factory defaults.
Which of the following is a preventive physical security control?
Video surveillance system
Bollards
Alarm system
Motion sensors
A technician needs to disable guest log-ins on domain-joined desktop machines. Which of the following should the technician use?
Group Policy
Firewall
Microsoft Management Control
MSConfig
Which of the following is the most practical method to reduce the number of clicks on phishing emails for a public-facing organization?
Providing user awareness education
Introducing a BYOD policy
Setting up SMTP filtering rules
Restricting emails from personal email addresses
Which of the following best describes XFS?
A. A filesystem used by the Linux OS
B. A filesystem used by iOS
C. A filesystem used by the Windows OS
D. A filesystem used by macOS
A technician is trying to perform an in-place upgrade of a Windows OS from a file. When the technician double-clicks the file, the technician receives a prompt to mount a drive. Which of the following file types did the technician download?
msi
iso
zip
exe
After a failed attempt to open an email attachment for an unexpected overdue invoice, a smartphone user experiences abnormal performance when using their mobile browser and other applications. The user restarts the device, but the issue persists. Which of the following actions should the user take next?
Shut down and cold start the smartphone
Delete the email containing the attachment
Wipe the device and reset it to factory defaults
Uninstall and reinstall the mobile browser
Which of the following is used to detect and record access to restricted areas?
Bollards
Video surveillance
Badge readers
Fence
A technician is creating a Windows splash screen that details login expectations. Which of the following should the technician most likely use?
End-user license agreement
Non-disclosure agreement
Regulatory compliance
Acceptable use policy
Which of the following refers to information protected by government regulations and includes sensitive data such as names, addresses, and social security numbers?
DRM
PCI
PCI
PII
A user's mobile phone battery does not last long and navigation is very slow. Which of the following should the technician do first to resolve the issue?
Uninstall unused programs
Check running applications
Update the mobile OS
Disable network services
A user has been adding data to the same spreadsheet for several years. After adding a significant amount of data, they are now unable to open the file. Which of the following should a technician do to resolve the issue?
Revert the spreadsheet to the last restore point.
Increase the amount of RAM.
Defragment the storage drive.
Upgrade the network connection speed.
A technician installs a Bluetooth headset for a user. During testing, the sound is still coming from the speaker on the computer. The technician verifies the headset shows up in Device Manager. Which of the following would the technician most likely do to fix this issue?
Restart the computer
Set the Bluetooth headset as the default playback device
Reinstall the Bluetooth drivers
Update the computer's BIOS
A technician needs to configure laptops so that only administrators can enable virtualization technology if needed. Which of the following should the technician configure?
A. BIOS password
B. Guest account
C. Screen lock
D. AutoRun setting
After a user recently installs a new scanner and the associated software on a computer, they notice the computer is now starting up very slowly. Which of the following is the best tool to troubleshoot this issue?
Resource Monitor
Task Manager
Device Manager
Windows Update
Event Viewer
A user is experiencing connectivity issues at a large event. Which of the following is most likely causing the disruption?
The phone has no storage space available.
Company firewalls are configured to block remote access to email resources.
Too many devices in the same area are trying to connect to the mobile network.
The festival organizer prohibits internet usage during the event and has blocked the internet signal.
A user connected a smartphone to a coffee shop's public Wi-Fi and noticed the smartphone started sending unusual SMS messages and registering strange network activity. A technician thinks a virus or other malware has infected the device. Which of the following should the technician suggest the user do immediately to best address these security and privacy concerns?
B. Stay offline in public places.
D. Schedule an antivirus scan.
C. Uninstall recently installed applications.
A. Enable airplane mode.
E. Reboot the device.
A systems administrator finds that a Windows client machine with an address of 169.254.124.24 is unable to access network resources. Which of the following should the administrator do to establish connectivity?
Reinstall the NIC device driver.
Assign a static IP.
Reconfigure DNS settings.
Disable the Windows firewall.
A technician receives a help desk ticket regarding a software issue on a workstation. The workstation provides the only access to a corporate database, and the technician needs to recover the workstation quickly. Which of the following actions should the technician take?
Restore the workstation from the last backup.
Reinstall the operating system.
Run the System File Checker.
Run the Hardware Diagnostics tool.
A client recently upgraded their Windows 10 machine to Windows 11. The client reports the following error message when turning on the computer: "Error loading operating system." Which of the following should a technician do first to troubleshoot this issue?
Disable the Secure Boot feature.
Use the automated startup recovery.
Format the drive.
Resize the boot partition.
A user is unable to browse a website on a PC. Which of the following commands should a technician use to verify the PC's DNS resolution for the website?
nslookup
hostname
tracert
netstat
Which of the following change management practices lists all the changes that are taking place for a project to ensure that no unexpected changes happen?
Risk analysis
Scope
Rollback plan
Review
When a user is in the office, web pages are loading slowly on the user's phone. Which of the following best explains this issue?
Exceeded the data usage limit
Sluggish response time
Degraded network service
High network traffic
Users report that a network printer intermittently goes offline during the day. Which of the following commands should the technician use to confirm whether the printer has connectivity issues?
ping
netstat
net
nslookup
A user reports that a device with a statically defined IP is unable to connect to the internet. The technician runs the ipconfig /all command and sees the following output: IPv4 Address............ 192.168.0.74 Subnet Mask............. 255.255.255.255 Default Gateway........ 192.168.0.1 Which of the following is most likely the reason for the issue?
The default gateway is up.
The user has an APIPA IP address.
The IP address is on the wrong subnet
The subnet mask is incorrect.
After a user upgraded the Windows operating system to the latest feature release, the user notices that one of the legacy applications that was running correctly before the upgrade does not open some windows and is only partially functional. Which of the following actions should the user take to troubleshoot the issue?
Run the application as Administrator.
Raise the User Account Control level.
Turn off Windows Defender Firewall.
Disable compatibility mode for the application.
