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Which statement is true about the use of an antistatic wrist strap?

An antistatic wrist strap should not be worn when repairing a power supply.


Which action can reduce the risk of ESD damage when computer equipment is being worked

working on a grounded antistatic mat


A customer is upset and wants to speak to a specific technician to resolve a problem
immediately. The requested technician is away from the office for the next hour. What is the
best way to handle this call?

Make an offer to help the customer immediately, and advise the customer that otherwise the
requested technician will call the customer back within two hours.


What approach should a technician take when receiving a call from a stressed customer?

Try to establish a rapport with the customer.


A call center technician answers a call from a frequent customer who is known to be
impatient and lacks experience with computers. The customer has an issue with an application
that the call center supports. The customer informs the technician that the problem had been
reported before but the original technician was rude, did not listen, and did not fix the problem.
If the technician is confident that the problem can be resolved by increasing the amount of
memory in the computer, what should the technician do?

Confirm the issues and give detailed instructions to solve the problem.


A call center technician has asked a customer to perform a simple operation to fix a problem
on a computer. The customer seems unable to perform the task. What should the technician do?

Determine whether the customer would prefer to receive the instructions in another form, such
as emailed, illustrated written instructions.


What two actions are appropriate for a support desk technician to take when assisting

Let a customer finish talking before asking additional questions.

If you have to put the customer on hold, ask the customer for permission.


A user has installed a new printer. Which two pieces of information about the printer
operation are provided by printing a test page from the computer?

verification that driver software is working correctly

confirmation that printer and computer are communicating


Which two procedures should be done before performing preventive maintenance on a

Disconnect the AC adapter.

Remove the battery.


What is a typical task performed by a level one technician in a call center?

gathering information when a customer calls for help


What laptop component converts DC power to AC so that the display can illuminate?



A technician needs to configure a Bluetooth headset for a laptop user. Which two steps
should the technician take before installing the headset?

Enable Bluetooth in BIOS Setup.

Ensure that the laptop Bluetooth switch is enabled


Which three actions should be part of a regular computer preventive maintenance plan?

removing dust from fan intakes, the power supply, and peripherals

installing appropriate security updates

removing unused or unwanted programs


A computer technician performed a number of actions to correct a problem. Some actions
did not solve the problem, but eventually a solution was found. What should be documented?

everything that was done to try to solve the problem


What are two operating systems that are found on mobile devices?




A user updates a device driver and reboots the system. When the user successfully logs in
after the reboot, the OS displays a blue screen and crashes. The user presses the F8 key on
reboot and tries to log in using the Last Known Good Configuration but gets the same result.
Why will the Last Known Good Configuration not work?

The Last Known Good Configuration is overwritten with the current one on successful login.


A technician has been asked to reinstall the OS on a computer that has a corrupted
operating system. The technician inserts the installation media in the optical drive. What would
be the most likely action the technician should perform next?

Change the boot sequence in the BIOS.


A technician is troubleshooting a computer that fails to print. The technician suspects that
the printer driver may be outdated, proceeds to download the latest driver, and installs it. The
technician attempts to print, but the problem persists. What is the next action that the
technician should take?

Develop a new theory.


A technician is troubleshooting a printer that fails to print because of constant paper jams.
What should the technician try first?

Clean the printer.


A technician is planning an operating system upgrade for a user system that is currently
running Windows Vista. Because the BitLocker feature embedded in the Windows Vista OS is
required, there is a request that this feature be available when the new operating system is
installed. Which version or versions of Windows 7 would support this feature?

Windows 7 Ultimate


What is different about the default location for user files in Windows Vista compared to
Windows XP?

The default location for user files in Windows Vista is within a user-specific subfolder in the
Users folder.


Which Windows feature enables a technician at company headquarters to view the screen
and control the mouse and keyboard of a computer in a branch office?

Remote Desktop


Which Windows hard drive partition is referred to as the C: drive?

the first primary partition


Refer to the exhibit. Which utility has the IT department started on each computer?



A technician notices that a data floppy disk is in the floppy disk drive of a computer when it
is powered on. Which error message could this potentially cause?

invalid system disk


A user believes that a data file on a Windows XP computer has been corrupted. Which
utility can provide the best information about the data file?



Engineers are designing a security scheme to allow only authorized persons to access the
facilities of a national bank. Which security control measure provides the most secure solution
for employee identification?

biometric devices


What type of security attack is being launched when a hacker calls a company to obtain
computer login information and pretends to be an employee?

social engineering


What characterizes a DDoS attack?

Many hosts participate in a coordinated attack.


What guideline should be followed when establishing a password security policy?

An expiration period should be established so that passwords frequently change.