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Q21. A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following safety procedures should be used to prevent damaging the new part? 

A. Ground the computer and remove jewelry. 

B. Self ground and handle the new card by the edges. 

C. Place the computer on an ESD mat. 

D. Attach an ESD strap to the new card during handling. 


Q22. An IPS appliance is installed on the network. Which of the following is the purpose of the IPS? 

A. To check the network for unwanted activity 

B. To check and stop unwanted activity 

C. To provide connectivity to the network 

D. To test the resilience of the network 


Q23. The customer reports their PC freezes up everyday around the same time. Which of the following utilities would be BEST to check for any error codes? 

A. Windows Updates 

B. Task Scheduler 

C. Event Viewer 

D. Performance Monitor 


Q24. Ann, an end user, receives a call from someone claiming to be from the help desk and asking for her username and password to prevent her email box from being deleted immediately. Which of the following BEST describes this type of attack? 

A. Shoulder surfing 

B. Man-in-the-middle 

C. Social engineering 

D. Ransomware 


Q25. A user, Joe, has just finished upgrading his computer with a wireless keyboard/mouse combination, additional memory, installed new speakers, and replaced his 15 inch flat screen with a 24 inch flat screen. When he boots the computer it immediately starts making a loud beeping noise and will go no further in the boot process. Which of Joe’s system upgrades is the cause of the problem? 

A. The DVI cable is not properly seated 

B. Speakers are not properly connected 

C. Battery low on wireless mouse 

D. Memory is mismatched 


Q26. A user is trying to access an application on their home machine from work. The user sets up port forwarding on their router but is still unable to connect to the application. Which of the following should be the user’s NEXT step in resolving this issue? 

A. Configure Wake-on-LAN for the NIC on the Work PC. 

B. Configure a firewall exception on the Home PC. 

C. Switch the Work PC network from “Work” to “Home”. 

D. Disable the Windows firewall on the Home PC. 


Q27. A user states that they cannot connect to the network or the Internet. The technician determines the issue is that the computer has a static IP address and needs to use DHCP to work correctly. The technician sets the NIC to automatically assign an IP address. Which of the following should the technician perform NEXT? 

A. Identify the type of network card and what Operating System the computer is running 

B. Confirm the computer is back on the network and has Internet connectivity 

C. They need to annotate what the static IP address was and inform the employee’s manager 

D. They need to determine why the NIC was assigned a static IP address 


Q28. A technician responds to a hardware issue with a server. The technician discovers that one of the hard drives in the server has failed. The server is set up in a RAID 1 configuration. Which of the following steps would the technician perform NEXT? 

A. Remove the hard drive and back up the data 

B. Run CONVERT on the hard drive 

C. Reboot the server 

D. Swap hard drive and rebuild array 


Q29. 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 


Q30. An unauthorized user observing system security procedures is known as: 

A. a worm. 

B. shoulder surfing. 

C. phishing. 

D. spyware.