Week five

Question 1

This can happen when two objects of dissimilar charge come into contact with each other.

Answer 1

ElectroStatic Discharge (ESD)

Question 2

This grounds your body and keeps it at a zero static charge.

Answer 2

Antistatic strap

Question 3

An unwanted disturbance caused by electromagnetic radiation generated by another source.

Answer 3

ElectroMagnetic Interference (EMI)

Question 4

The most popular type of multipurpose fire extinguisher today for electrical devices.

Answer 4

ABC‐rated

Question 5

This adds other benefits to the function of the help desk, such as accountability, reporting, collaboration, and escalation.

Answer 5

Ticketing System

Question 6

This software allows equipment to be tracked by associating a number on a tag with the condition, business unit, and perceived value of the equipment.

Answer 6

Asset management

Question 7

An internal policy used to protect an organization’s resources from employee abuse.

Answer 7

Acceptable Use Policy (AUP)

Question 8

Which tool should be used to protect a video card while transporting it to a workbench?

Answer 8

Antistatic bag

Question 9

What device prevents file corruption from power instability and provides up to an hour of backup power?

Answer 9

Uninterruptible power supply (UPS)

Question 10

What type of license allows a user to use a word processor for free?

Answer 10

Open license

Question 11

What is the process of documenting everyone who has physical access or possession of evidence?

Answer 11

Chain of custody

Question 12

What should be used to document a phone call from a user who cannot receive emails?

Answer 12

Incident report

Question 13

What is the most important thing to include in a change request before installing new wireless access points?

Answer 13

Rollback plan

Question 14

What is the best way to test operating system patches on a single machine that needs to simulate multiple operating systems?

Answer 14

Virtualization

Question 15

What is the best response to a customer complaining about a long repair time?

Answer 15

Provide documentation of the repair and thank them for their patience

Question 16

A device designed to provide emergency power during an unexpected main power source outage is called:

Answer 16

✅ UPS

Question 17

Which of the following terms is used as a synonym for the bare-metal backup concept?

Answer 17

✅ Image-level backup

Question 18

Which of the following terms is used to describe initial hard drive formatting typically performed at the factory by the drive manufacturer?

Answer 18

✅ Low-level format

Question 19

Which of the following would resolve problems related to excessive paging and disk thrashing?

Answer 19

✅ Adding more RAM

Question 20

Which of the following steps provide access to configuration settings for Windows system visual effects, such as animations and shadow effects? (Select 3)

Answer 20

✅ Windows Explorer/File Explorer -> right-click Computer icon -> Properties -> Advanced system settings -> Advanced tab -> Performance -> Settings… -> Visual Effects
✅ Windows Run dialog box -> type in sysdm.cpl + press Enter -> Advanced tab -> Performance -> Settings… -> Visual Effects
✅ Control Panel -> System applet -> Advanced system settings -> Advanced tab -> Performance -> Settings… -> Visual Effects

Question 21

In a differential backup strategy, restoring data from backup requires only a working copy of the last full backup.

Answer 21

✅ True

Question 22

Which type of UPS provides the best power outage protection? (Select 2)

Answer 22

✅ Online✅ Double-conversion

Question 23

You are going to be upgrading the RAM on several desktop computers. Which of the following environmental conditions increases the risk of ESD damaging computer components?

Answer 23

Low humidity

Question 24

Which of the following measures is not something that will reduce the risk of ESD?

Answer 24

Antistatic hair net

Question 25

You are installing a new piece of software on your computer, and you do not agree with terms in the end-user license agreement (EULA). Which of the following statements is true?

Answer 25

You will not be able to install the software unless you agree to the terms in the EULA.

Question 26

You are fixing a broken printer on the second floor of your office building. When you get the printer running again, you notice that it’s printing off employee paychecks. What should you do?

Answer 26

Ignore the information and focus on making sure the printer is fixed.

Question 27

You arrive at the computer that you were told had issues, but cannot find a problem or the user. What should you do?

Answer 27

Wait for the user and have them reproduce the problem.

Question 28

You promised a customer that you would be out to service his problem before the end of the day but have been tied up at another site. As it now becomes apparent that you will not be able to make it to his location, what should you do?

Answer 28

Call the customer and inform him of the situation.

Question 29

A customer tells you that the last technician who was there spent 3 hours on the phone making personal calls. What should you do with this information?

Answer 29

Inform your manager.

Question 30

You just got off a repair job at a customer’s site, and it was difficult. To make matters worse, the customer was argumentative and difficult to work with. Which of the following should you not do?

Answer 30

Post the experience on social media.

Question 31

When moving computer equipment, which of the following is a good procedure to follow?

Answer 31

Use a cart for heavy objects.

Question 32

You are upgrading a video card in a desktop computer. You are following appropriate safety procedures. When you open the case, what is the most common danger that you should watch out for?

Answer 32

Sharp edges

Question 33

Which requires an employer to provide a workplace that is free from recognized dangers and hazards?

Answer 33

OSHA

Question 34

Your company has a policy prohibiting illegal content on work computers. You have seized a workstation from an employee after finding illegal content. How do you ensure that the illegal material is managed in the correct way and that it is delivered to the proper authorities?

Answer 34

Follow the chain of custody policy.

Question 35

Which policy details the appropriate use of an organization's resource?

Answer 35

Acceptable use policy

Question 36

What best practice assists the administrator to track the boundaries and perimeters of data flow through the environment they are responsible for?

Answer 36

Network topology diagrams