NEW QUESTION 1
A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the technician do once the problem has been escalated?

• A. Communicate status with customer and ensure successful call transfer
• B. Remain on the line until the issue is resolved
• C. Inform the customer that the issue cannot be resolved at this level
• D. Tell customer that patience will be needed

Answer: A

NEW QUESTION 2
An administrator needs to create a new folder on a Windows PC. Which of the following commands should the administrator use?

• A. cd
• B. md
• C. sc
• D. ftp
• E. mkdir

Answer: E

NEW QUESTION 3
A network administrator notices a new WiFi connection has appeared as a wireless network choice and is always at the top of the list. As a result, users are constantly trying to connect to the wrong network. Which of the following should the administrator do to correct this issue?

• A. Adjust the wireless router antennas to 90 degrees clockwise from the current position.
• B. Ask the new wireless network owner to adjust the radio power level so it is listed below the company’s network.
• C. Set all of the WiFi users’ wireless profiles to automatically connect to the company network.
• D. Change the company’s channel to a lower number than the new network’s channe

Answer: C

NEW QUESTION 4
A user reports that any URL entered redirects to the same web page. A technician concludes that the user’s computer has been compromised. Which of the following tools would the technician use to resolve the issue?

• A. Last known good configuration
• B. Anti-malware
• C. System restore
• D. Rogue antivirus

Answer: B

NEW QUESTION 5
A user is experiencing a problem with print jobs getting stuck in the queue. The technician attempts to stop the print jobs but the printer is not responding via GUI from the workstation. The printer was added via the company print server earlier in the day and is the only printer installed. Which of the following command line tools should the technician use on the print server'? (Select TWO)

• A. net stop server
• B. ta3kkill /s
• C. net stop spooler
• D. CertK liet /s
• E. net start spooler
• F. net start server

Answer: BE

NEW QUESTION 6
A technician is upgrading hard drives on several workstations however the office would like to convert the old SATA drives into external drives for additional storage Which of the following would be the BEST method of ensuring the drives do not contain any PII prior to reusing the drives?

• A. Quick format
• B. Low-level format
• C. Degauss the drive
• D. Convert to a new file system

Answer: A

NEW QUESTION 7
AChief Executive Officer (CEO) needs to back up a Macintosh desktop so all notes are completely secured Which of the following applications should the CEO use to accomplish this?

• A. Spotlight
• B. Boot Camp
• C. Apple Configurator
• D. Time Machine

Answer: D

NEW QUESTION 8
A user needs assistance setting up auto-sync on a Windows 8 phone. Which of the following tools is MOST appropriate for this scenario?

• A. Google Sync
• B. OneNote
• C. Dropbox
• D. Amazon Cloud Sync

Answer: A

NEW QUESTION 9
A user’s smartphone is experiencing limited bandwidth when at home. The user reports to a technician that the device functions properly when at work or in the car. Which of the following troubleshooting steps should the technician take NEXT?

• A. Reset the device’s network settings
• B. Check the data usage statistics on the device
• C. Verify the SSID with which the device is associated
• D. Run any pending application or OS updates

Answer: A

NEW QUESTION 10
Which of the following tasks is automatically added to the task scheduler in Windows to keep hard disk performance up?

• A. defrag
• B. chkdsk
• C. cleanmgr
• D. diskpart

Answer: A

NEW QUESTION 11
In preparation for an operating system upgrade, a technician is tasked with installing additional memory modules in a computer. Which of the following safety steps should be performed FIRST?

• A. Use safety goggles
• B. Remove jewelry
• C. Put on an ESD strap
• D. Disconnect power

Answer: D

NEW QUESTION 12
Several users of a shared computer report that Windows often indicates an improper shutdown was experienced upon power on. Which of the following would be the BEST course of action to determine which user is responsible for causing the issue?

• A. Review the System Log
• B. Check msconfig utility
• C. Checkboo
• D. ini
• E. Review the ntuser.dat file

Answer: A

NEW QUESTION 13
A technician for a large accounting firm is in the process of delivering all assets for retired equipment to a third-party vendor. The equipment contains printers, laptops, desktops, and hard drives. Which of the following should the technician receive from the third-party vendor for audit and compliance purposes?

• A. Sensitive and proprietary data
• B. Certificate of destruction
• C. Equipment security logs
• D. Incident reports

Answer: B

NEW QUESTION 14
When setting up new Windows PCs m a mixed network environment with Mac OS X, which of the following file system types would enable users to read and write data to USB flash drives from either OS without modifications?

• A. CDFS
• B. ext4
• C. exFAT
• D. ext3

Answer: C

NEW QUESTION 15
A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

• A. close any items of a personal nature.
• B. reboot the computer and log back in.
• C. capture a screen-shot of the error message.
• D. take steps to reproduce the erro

Answer: A

NEW QUESTION 16
Which of the following Windows Enterprise OS versions offers BitLocker as a feature that can be enabled?

• A. Windows 7
• B. Windows 8
• C. Windows 8.1
• D. Windows 10

Answer: A

NEW QUESTION 17
A small business has an open wireless network so vendors can connect to the network without logging in. The business owners are concerned that a nearby company is connecting and using the wireless connection without permission. If the small business requires that the network remain open, which of the following configuration settings should be changed to address these concerns?

• A. Default SSID
• B. MAC filtering
• C. Power levels
• D. Content filtering
• E. Firewall

Answer: E