Q1. A user wants to save a file into another user’s directory, but the file save is denied. Which of the following is the MOST likely reason the file save cannot be completed? 

A. The user must be a member of the Users group 

B. The user requires write permissions to the folder 

C. The user requires read permission to the folder 

D. The user must be a member of the Administrators group 

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Q2. A technician needs to log into a user's computer to fix the user's corrupt local profile. Which of the following connectivity tools will allow the technician to connect to the user’s computer? 

A. Remote Assistance 

B. Virtual Private Network 

C. Computer Management 

D. Remote Desktop 

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Q3. A user, Ann, receives a phone call from the company’s mail administrator who indicates her email account has been disabled due to high volumes of emails being sent in a very short period of time. Which of the following types of attack has the user experienced? 

A. Virus infection 

B. Man-in-the-middle attack 

C. Phishing attack 

D. Malware infection 

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Q4. A technician is called into the office during a thunderstorm. Users are reporting that machines are intermittently powering off. Which of the following will BEST prevent user data loss? 

A. Auto save 

B. A surge protector 

C. An ESD mat 

D. A UPS 

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Q5. A technician recently installed a new video card in a PC. The PC already has integrated video on the motherboard. When the technician turns on the PC, there is no video. Which of the following is MOST likely the cause? 

A. The motherboard BIOS version is out of date. 

B. The incorrect video card drivers are installed. 

C. The power connector for the video card is unplugged. 

D. The video card is unsupported by the motherboard. 

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Q6. Ann, a home user, brings a Windows XP PC in for repair and reports that several disk read errors are occurring. She has run check disk and errors have been reported several times. 

Which of the following should a technician recommend? (Select TWO). 

A. Increase the amount of RAM to improve disk checks 

B. Backup all data on the drive 

C. Upgrade to a home server 

D. Purchase a new hard drive 

E. Change the drive configuration to RAID 0 

F. Upgrade to Windows 7 Professional 

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Q7. Which of the following Windows features would be used to encrypt a single file or folder? 

A. EFS 

B. NTFS 

C. BitLocker 

D. Security 

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Q8. 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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Q9. A technician’s is onsite troubleshooting a user's issue and receives a call from another customer. Which of the following is the BEST course of action for the technician to take in this situation? 

A. Let the call go to voicemail and respond when time permits. 

B. Leave the current appointment to assist the calling customer. 

C. Ignore the call and continue with the scheduled itinerary. 

D. Apologize to the customer and answer the call. 

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Q10. 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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