Q1. A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the following is the BEST method of removing the dust from the computer? 

A. Use compressed air to free the dust from the components and remove it with an ESD vacuum. 

B. Dampen an ESD cloth with denatured alcohol and use it to gently wipe the dust away. 

C. Use a shop vacuum with enough power to ensure all dust has been removed. 

D. Remove as much dust as possible by hand and use compressed air to blow the rest out. 

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Q2. Data on full disk encrypted drives using BitLocker is MOST secure from loss when combined with which of the following technologies? 

A. USB authentication token 

B. Filesystem access controls 

C. Trusted platform module 

D. Fingerprint reader 

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Q3. A technician is trying to prevent a local application from reaching the web due to security concerns. Which of the following solutions could BEST prevent the application from reaching the web? (Select TWO). 

A. Configure the workstation for a static IP 

B. Disable all wireless network connections 

C. Remove shortcuts to the application 

D. Block the application in Windows Firewall 

E. Change network location to Work 

F. Reroute the web address in HOSTS file 

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Q4. A user’s CRT display is not displaying colors correctly. Turning the display to the right or left sometimes temporarily corrects the problem. Which of the following should the technician check? 

A. The video card display driver 

B. The CRT power cable 

C. The video cable 

D. The CRT On Screen Display (OSD) 

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Q5. 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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Q6. Ann, an executive, reports that she received a call from someone asking for information about her email account. Which of the following type of potential security threats does this scenario describe? 

A. Social engineering 

B. Spoofing 

C. Zero-day 

D. Man-in-the-middle 

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Q7. A technician is configuring wireless for a home office. The customer wants to prevent others from accessing the wireless network. The customer has a small number of devices on the network and does not want to have to remember a complicated password. Which of the following should the technician recommend? 

A. Enable MAC filtering 

B. Disable SSID broadcast 

C. Assign static IP addresses 

D. Turn on content filtering 

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Q8. When dealing with a difficult customer, which of the following is the BEST way to handle the situation? 

A. Do not argue with the customer and/or be defensive 

B. Use technical terms to assure customer confidence 

C. Escalate the customer’s issue to a supervisor 

D. Sympathize with the customer about issue 

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Q9. Ann, a technician, is trying to recover some files for a user from a damaged laptop. Since the Windows installation has been corrupted and does not boot, Ann plugs the drive into a bench system to attempt a recovery. After trying to access the drive on the bench computer, the following message is displayeD. “Access Denied. Please Enter Encryption Password.” Which of the following is the reason that this error is displayed? 

A. The hard drive is experiencing S.M.A.R.T. failure errors 

B. The TPM security chip inside the bench system is not enabled 

C. The BIOS of the bench system is out of date 

D. BitLocker is being used 

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Q10. How would a technician install Windows OS on a MAC OS computer without using third-party software? 

A. Terminal 

B. Boot Disk 

C. Disk Utility 

D. Boot Camp 

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