Q1. 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 

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Q2. A company has subscribed to a cloud service, paying monthly for a block of services and being billed incrementally when they exceed the monthly fee. Which of the following cloud concepts does this represent? 

A. Measured service 

B. Rapid elasticity 

C. On-demand 

D. Resource pooling 

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Q3. A technician is working on a user’s PC. After testing the theory of the cause, which of the following could the technician perform NEXT? (Select TWO). 

A. Resolve issue 

B. Inform user 

C. New theory or escalate 

D. Document issue 

E. Verify system functionality 

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Q4. A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab. According to the theory of troubleshooting, which of the following is the technician’s NEXT step? 

A. Establish a theory of probable cause 

B. Establish a plan of action and implement the solution 

C. Document findings, actions and outcomes 

D. Verify full system functionality and implement preventive measures 

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Q5. A technician is trying to install Windows on a computer. The install process reports there are no storage devices available, but the BIOS shows a hard drive is installed. Which of the following does the technician need to do? 

A. Create a primary partition 

B. Use NTFS 

C. Enable PXE 

D. Install third-party drivers 

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Q6. A technician has been notified that recent vulnerabilities have been discovered related to a type of SOHO router. The technician has verified that all connections and settings are appropriate. Which of the following actions should the technician take NEXT? 

A. Change the router firewall settings 

B. Check for and apply a firmware update 

C. Reconfigure the QoS settings 

D. Change router user-names and passwords 

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Q7. A technician recently created an email account for a new user, Joe. On the second day, Joe reports his email account is full of spam even though he has not given out his address. Which of the following should the technician do to resolve the issue? 

A. Turn on windows firewall 

B. Click the unsubscribe link in the spam 

C. Run an anti-spyware scan 

D. Install privacy filter 

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Q8. Ann reports that printouts from the department laser printer have become faded. She has already replaced the toner cartridge. Which of the following is the MOST likely component causing the faded printing? 

A. Transfer roller 

B. Fusing assembly 

C. Registration assembly 

D. Duplexing assembly 

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Q9. A technician must secure company documents from accidental disclosure. Which of the following should be implemented? (Select TWO). 

A. User training 

B. Anti-malware 

C. Paper shredding 

D. Time of day restrictions 

E. Employee badges 

F. Mantraps 

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Q10. A user is experiencing a software application error. The user contacts a technician for support. Which of the following will allow the user to issue an invitation to the technician in this scenario? 

A. Remote desktop 

B. Remote assistance 

C. telnet 

D. FTP 

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