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A small office calls a technician to investigate some “invalid certificate” errors from a concerned user. The technician
observes that whenever the user to access a secure website from the Windows desktop, this error is encountered. No
other users in the office are experiencing this error.
Which of the following should the technician do NEXT? (Choose two.)
A. Remove any proxy servers configured on the user\\’s browsers.
B. Assist the user with purchasing an SSL certificate and save the certificate to the desktop.
C. Disable the SPI firewall on the office\\’s gateway and any other routers.
D. Instruct the user to ignore the certificate error since the user is connecting to a secure website.
E. Create an outbound rule in Windows Firewall named after the user\\’s homepage.
F. Run anti-malware scans and download the latest Windows updates.
Correct Answer: AF

Which of the following provide the BEST security for a server room? (Select two.)
A. Badge reader
B. Bollard
C. Biometric lock
D. Cable lock
E. USB token
F. Privacy window shades
Correct Answer: AC

A technician is monitoring a network and notices an outage has occurred that could potentially cause a major disruption
to the business workflow? Which of the following should the technician do NEXT?
A. Identify the issue and its impact to the business
B. Report the incident to the proper teams or management for awareness
C. Start a root cause analysis and create documentation
D. Create an action plan and implement the solution
Correct Answer: A

A user calls the corporate help desk to report a malware detection message that is displayed on the user\\’s screen
Which of the following should the technician instruct the user to do FIRST?
A. Ignore the message as a false positive
B. Shut down and restart the computer.
C. Unplug the Ethernet cable.
D. Follow the onscreen instructions to remove the malware
Correct Answer: C

A consultant is looking to consolidate six company servers onto one physical system. Which of the following
requirements is MOST important on the new setup to ensure stable functionality of the virtual environment?
A. Client hardware requirements
B. Server software security requirements
C. Server hardware resources
D. Network resources
Correct Answer: C
Reference: http://searchdatacenter.techtarget.com/guides/Using-hardware-resources-to-maximize-virtualizationperformance

A network support technician takes a call from an office manager who wants to change the wireless security key on the
access point in that particular office. The office manager explains that a label on the access point indicates it has an IP
address of Which of the following should the technician use to connect securely to the access point to make
the change?
A. RDP to
B. SSH to
C. HTTP to
D. Telnet to
Correct Answer: B

Which of the following is used for building entry and computer access?
A. Smart card
B. Personal identity verification card
C. Hardware tokens
D. Key fobs
Correct Answer: D

Which of the following built-in accounts was removed in Windows 10?
A. Power User
B. Administrator
C. Guest
D. Standard User
Correct Answer: A

An administrator is creating a new user account and wants to grant access to only the resources required to perform the
user\\’s assigned job duties. Which of the following will the administrator MOST likely use?
A. Access control lists
B. Multifactor authentication
C. Directory permissions
D. Principle of least privilege
Correct Answer: A

To which of the following should a technician ground an ESD strap when adding memory to a workstation?
A. Computer chassis
B. Surge protector
C. Wooden workbench
D. Power supply
Correct Answer: A

Joe, a user, reports that several of his colleagues have received a suspicious email from his account that he did not
send. A technician asks one of the colleagues to forward the email for an inspection. After ruling out spoofing, the
technician verifies the email originated from the corporate email server.
Which of the following is the FIRST step the technician should take to correct this issue?
A. See if Joe\\’s email address has been blacklisted
B. Change the password on Joe\\’s email account
C. Update the antivirus and perform a full scan on the PC
D. Isolate Joe\\’s computer from the network
Correct Answer: D

An end-user submits a request for the IT specialist to install new software on a workstation The workstation has the
following specifications.

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The minimum software requirements for the new application are dual-core. 64-bit OS with 4GB of RAM and 60GB
storage Which of the following conditions will the technician encounter when attempting to install the software?
A. Insufficient RAM
B. Incompatible processor
C. Insufficient storage
D. Incompatible system architecture
E. Insufficient network bandwidth
Correct Answer: C

Which of the following would MOST likely contain troubleshooting guides?
A. Acceptable use policy
B. Topology diagram
C. Knowledge base
D. Incident documentation
Correct Answer: C

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A technician would MOST likely use Windows PE on a Windows 7 system to perform which of the following functions?
A. Install new programs outside of the OS
B. Fix file system issues outside of the OS
C. Print specialized reports of processes starting at boot
D. Install new hardware with appropriate drivers
Correct Answer: B

The IT department must ensure previously used passwords cannot be reused when users change their passwords.
Which of the following password policies should be enforced to meet this requirement? (Select TWO.)
A. Password complexity
B. Password history
C. Password length
D. Maximum password age
E. Minimum password age
F. Lockout threshold
Correct Answer: BE

An employee receives a phone call inquiring about company information. This is an example of which of the following?
A. Phishing
B. Social engineering
C. Shoulder surfing
D. Rootkits
Correct Answer: B

A technician is setting up a SOHO wireless network for a healthcare office that does not have a server. The user
requires the highest level of wireless security and various levels of desktop authentication to access cloud resources.
Which of the following protocols and authentication methods should the technician implement? (Select two.)
F. Multifactor
Correct Answer: BF

Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of
troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has
tried everything that has been suggested.
Which of the following should the technician do?
A. Since Joe is concerned about time, suggest calling back later when Joe has more time to troubleshoot
B. Record the call and send it to the local intranet for future technicians to learn how to deal with calls like this one
C. Ask more open-ended questions to see if the issue can be narrowed down in order to properly identify the issue and
save time
D. Inform the customer that there is a troubleshooting script that must be followed to get the issue resolved
Correct Answer: C

A SOHO technician recently moved some data from one server to another to increase storage capacity. Several users
are now reporting they cannot access certain shares on the network. When the users attempt to access the shares, they
get the following error: Access Denied. The technician confirms the users are all in the proper security groups and have
the proper access, but they are still unable to access the shares. Which of the following are the MOST likely reasons for
these issues? (Select two.)
A. Administrative share permissions
B. Mapped drives
C. Group Policy hours restriction
D. Denied write/delete permissions
E. Disabled proxy settings
Correct Answer: BD

A small business, which is located in a Hood plain, wants a technician to recommend a backup strategy that will allow
for Its flies to be recovered at an alternate location within a few days following a disaster. Which of the following backup
methodologies will the technician MOST likely recommend\\’\\’
A. Implement a hoi site in an area outside the flood plain.
B. Move all servers to a laaS provider and only use SaaS applications
C. Install cloud backup software and use it (or regular backups
D. Configure local tape backups and store them in a safe on-site.
Correct Answer: C

A technician is recycling PCs to be reused by a middle school.
Which of the following methods is MOST appropriate for ensuring data has been removed from the PCs?
A. Standard formatting
B. HD drilling
C. Low-level formatting
D. HD partitioning
Correct Answer: C

A computer running Windows 7 has an icon that has the appearance of an unlocked padlock with a yellow warning
graphic. This icon advises the user that:
A. BitLocker is operating on the system but not for the user
B. BitLocker has locked the drive, and it is no longer accessible
C. BitLocker is suspended, and the drive is no longer encrypted
D. BitLocker has encountered an error and the user should run the check disk utility.
Correct Answer: A

After rebooting, a technician sees the Windows logo but when Windows boots up, no video appears. Which of the
following options would be the QUICKEST way to restore the computer?
A. VGA Mode
B. Last Known Good Configuration
C. Safe Mode with Networking
D. Safe Mode
Correct Answer: B

A user brings in a home desktop computer for cleaning. Upon opening the computer, a technician finds large amounts of
dust and dirt inside. Which of the following should the technician use to remove the excess dust and dirt?
A. A brush
B. A vacuum
C. Compressed air
D. A damp cloth
Correct Answer: B

A Chief Executive Officer (CEO) is giving a presentation at an industry conference but forgot to bring a laptop. The
company has emailed several large presentation files and the links to several videos that will be streamed during the
presentation. While showing the last video, it starts to buffer, times out. and will not display The CEO restarts the phone
that is being used for the presentation and verifies there is enough free storage space, but the video still will not play
Which of the following is MOST likely causing the Issue?
A. Data transmission over the limit
B. Unauthorized account access
C. Resource overuse
D. Unintended Bluetooth pairing
Correct Answer: A

When a computer accesses an HTTPS website, which of the following describes how the browser determines the
authenticity of the remote site?
A. Certificates
B. Software tokens
C. Firewall
D. Port security
Correct Answer: A

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Joe. a technician, receives notification that a share for production data files on the network Is encrypted. Joe suspects a
cryptovirus Is active. He checks the rights of the network share to see which departments have access. He then
searches the user directories of those departmental users who are looking for encrypted files. He narrows his search to
a single user\\’s computer. Once the suspected source of the virus is discovered and removed from the network, which
of the following should Joe do NEXT?
A. Educate the end-user on safe browsing and email habits.
B. Scan and remove the malware from the infected system.
C. Create a system restore point and reboot the system.
D. Schedule antivirus scans and performs Windows updates.
Correct Answer: D

A technician has just removed malware from a Windows 7 system, but the user reports that every time they type a URL
into Internet Explorer to navigate to a search engine the same standard page is being displayed on the browser. The
page is asking the user to purchase antivirus software.
Please resolve the problem using the available tools shown. When you have completed the simulation, please select the
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A. Please review for the detailed answer.
Correct Answer: A
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Which of the following is used for building entry and computer access?
A. Smart card
B. Personal identity verification card
C. Hardware tokens
D. Key fobs
Correct Answer: D

Which of the following technologies is used by malicious employees to obtain user passwords?
A. Main-in-the-middle
B. Phishing
C. Tailgating
D. Shoulder surfing
Correct Answer: D

A user has been receiving reply emails from many contacts but the content of the emails is not familiar and the user did
not send the original messages. The user calls the help desk for assistance. Which of the following is the BEST way the
technician can fix this problem?
A. Perform an antivirus scan
B. Perform a refresh/restore
C. Perform an IDS upgrade
D. Perform a reinstall of the email client
Correct Answer: A

A user wants to see the workstations present on the LAN in a workgroup environment. Which of the following settings
must be enabled to make this possible?
A. Turn off public folder sharing
B. Turn on network discovery
C. Use 128-bit encryption
D. Turn on file and folder sharing
Correct Answer: B

A Linux user reports that an application will not open and gives the error. Only one instance of the application may run
at one time. A root administrator logs on to the device and opens a terminal. Which of the following pairs of tools will be
needed to ensure no other instances of the software are currently running?
A. pad and chmod
B. Sudo and vi
C. ls and chown
D. ps and kill
E. cp and rm
Correct Answer: D

A company\\’s security team has noticed a lot of unusual network traffic coming from an internal IP address. The team
wants to obtain the name of the computer and then troubleshoot. Which of the following tools would BEST accomplish
this task?
A. nslookup
B. ipconfig
C. tracert
D. ping
Correct Answer: A
New Question, pending the Answer.

A technician is in the process of upgrading Windows 8 to Windows 10. The technician needs to make sure all of the
applications, user profiles, documents, and PST files are preserved. Which of the following methods would the technician MOST likely perform on the computer?
A. Unattended installation
B. Refresh upgrade
C. Clean installation
D. In-place upgrade
Correct Answer: B

Which of the following technologies can be used to secure mobile devices and their data? (Select TWO).
A. Protective screen
B. Remote wipe
C. Physical lock
D. Locator
E. Passcode lock
Correct Answer: BE

A company has just experienced a data breach that affected all mobile devices.
Which of the following would BEST secure access to user\\’s mobile devices? (Choose two.)
A. Full device encryption
B. Remote backup application
C. SSO authentication
D. Device profiles update
E. OS security updates
F. Biometric authentication
Correct Answer: AF

An office building lost power, and the generator started up. Users on several floors have reported their machines will not
start, even though the generator is running. A technician works to divert power from other floors until all users are able
to work. Which of the following is the BEST solution for the technician to recommend?
A. Add more redundancy to the power cabling
B. Purchase more battery backups for individual users
C. Implement desktop virtualization
D. Increase the capacity of the backup generator
Correct Answer: D

A technician has been dispatched to resolve a malware problem on a user\\’s workstation. The antivirus program
discovered several hundred potential malware items on the workstation and removed them successfully. The technician
decides to schedule daily scans on the system, enables System Restore, and creates a restore point. Which of the
following should the technician do NEXT?
A. Run the scan again to ensure all malware has been removed
B. Quarantine the infected workstation from the network
C. Install all of the latest Windows Updates to patch the system
D. Educate the user on safe browsing practices
Correct Answer: C

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