Q1. 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 error. 

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Q2. Which of the following security threats requires the attacker to be physically located near the target machine? 

A. Shoulder surfing 

B. Social engineering 

C. Phishing 

D. Rootkit 

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Q3. A user prefers an external monitor, mouse, and keyboard for a laptop. The user does not want to use the built-in screen; however, when the laptop lid is closed, it goes into sleep mode. Which of the following Control Panel items can be used to disable this feature? 

A. Action Center 

B. System 

C. Display Settings 

D. Power Options 

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Q4. A technician is performing a clean install of Windows on a new hard drive from a factory DVD, but the computer does not recognize the optical disc. A “non-system disk or disk error” is observed. Which of the following should the technician do FIRST? 

A. Update the motherboard firmware 

B. Check the cables 

C. Replace the optical drive 

D. Check the BIOS setting 

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Q5. A networked PC has started to display adware pop-ups when the user opens the browser. Which of the following best practices should the technician employ FIRST when responding to the problem? 

A. Disable System Restore 

B. Schedule scans and run updates in safe mode 

C. Quarantine the system 

D. Create a System Restore point 

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Q6. CORRECT TEXT 

A Windows 7 machine appears to have a failure. Every time it is rebooted, the message "BOOTMGR is missing" appears. You have previously inserted a Windows 7 installation DVD into the DVD-ROM. Please repair this failure without overwriting the customers' local user profiles. 

Instructions: 

Launch the simulation to repair the failure 

Type Help in command line to show list of available commands 

When you have completed the simulation, please select the done button. 

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Q7. Which of the following security threats happens when another person enters a secured area with an authorized person? 

A. Tailgating 

B. Shoulder surfing 

C. Spoofing 

D. Phishing 

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Q8. When the computer is turned on it emits a series of beeps and does not POST. This can be caused by a bad: 

A. CMOS battery. 

B. video card. 

C. IDE cable. 

D. floppy cable. 

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Q9. Which of the following updates should be performed on a regular basis to ensure the OS has the latest security patches? 

A. Anti-malware updates 

B. Driver updates 

C. Windows updates 

D. Firmware updates 

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Q10. A user’s smartphone runs very slow at the end of the day. When the user restarts the phone in the morning, it runs at its normal speed. Which of the following should be done throughout the day to BEST resolve this issue? 

A. Reset to the smartphone to factory default. 

B. Uninstall any unused apps. 

C. Close all running apps. 

D. Charge the smartphone. 

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