Q1. A technician is tasked with analyzing computer settings managed by Microsoft Group Policy configuration. The technician wants to print a report to an HTML file for offline review. Which of the following Windows command line tools would allow the technician to accomplish this task? 

A. gpedit.msc 

B. gpupdate 

C. gpresult 

D. gpmc.msc 

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Q2. A user, Ann, reports that her laptop will no longer connect to wireless. Joe, a technician, checks the device manager and does not see a wireless networking card or any unknown devices. Which of the following should Joe do FIRST? 

A. Check to make sure the wireless card was not turned off via the hardware switch or keyboard shortcut. 

B. Install a USB wireless card to ensure that Windows networking is working properly. 

C. Open the laptop and reseat the network card and both antennas. 

D. Download and install the latest wireless driver from the manufacturer’s website. 

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Q3. 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 

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Q4. Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry and would like a quick solution that would most likely fix the issue. Which of the following methods can the technician use? 

A. Initiate a factory reset 

B. Perform a hard reset 

C. Remove the MicroSD card 

D. Rollback the OS update 

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Q5. 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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Q6. A user, Ann, reports that she suspects her workstation has malware. Joe, the technician, confirms malware exists and starts the process of removing the malware. Which of the 

following is the FIRST step he should take in removing the malware? 

A. Disable antivirus 

B. Disable system restore 

C. Enable hard drive encryption 

D. Format the hard drive 

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Q7. Which of the following is a risk of implementing a BYOD policy? 

A. Introducing malware onto the network 

B. DHCP may fail due to incompatibility 

C. Different encryption technology 

D. Higher risk of phishing attacks 

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Q8. A technician has imported a .dll to fix a missing .dll issue on a PC. The application still does not run correctly and is reporting that the .dll is missing. Which of the following tools would the technician use to complete the import of the .dll? 

A. gpresult 

B. msconfig 

C. regedit 

D. gpupdate 

E. regsrv32 

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Q9. A user is trying to access an application on their home machine from work. The user sets up port forwarding on their router but is still unable to connect to the application. Which of the following should be the user’s NEXT step in resolving this issue? 

A. Configure Wake-on-LAN for the NIC on the Work PC. 

B. Configure a firewall exception on the Home PC. 

C. Switch the Work PC network from “Work” to “Home”. 

D. Disable the Windows firewall on the Home PC. 

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Q10. A technician is using the troubleshooting theory to help resolve a problem that is occurring with a client’s machine. The technician has verified system functionally. Which of the following is the NEXT step in the troubleshooting theory? 

A. Identify the problem 

B. Establish a plan of action to resolve the problem 

C. Test the theory to determine cause 

D. Document findings, actions, and outcomes 

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