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They should be placed in an airtight container and then thrown away in the regular
garbage.
They must be recycled because they are harmful to the environment.*
Because they will decompose harmlessly, they should be thrown away in the recycling bin.
6. Which two procedures can help protect against ESD when working on a computer
system? (Choose two.)
the use of an antistatic wrist strap*
the use of magnetized tools
the use of an antistatic mat*
the use of safety glasses
the use of polyester clothing
7. Which software tool will protect against viruses and spyware on a Windows PC?
Windows 8 Action Center
Scandisk
Windows Defender*
System File Checker
8. Which cleaning material should be used to clean component contacts?
isopropyl alcohol*
compressed air
cotton swabs and cloths
dishwashing liquid and water
9. A technician is troubleshooting a problem where many websites return a “certificate
not valid” error. The technician notices that the date and time are not current and
resets these to the correct settings. The previously inaccessible websites are now
accessible. However, when the computer is restarted the same problem reoccurs.
What can the technician do to prevent the date and time from resetting?
Reinstall the OS.
Upgrade the BIOS.
Change the power settings in the BIOS.
Replace the CMOS battery. *
10. When a new motherboard is being installed, between which two components must
thermal compound be applied? (Choose two.)
CPU*
RAM
chassis
heat sink*
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chipset
motherboard
11. Which solid-state storage technology allows a computer BIOS to be upgraded by
flashing?
SODIMM
ROM
SDRAM
EEPROM*
12. Which two existing components must be compatible with the installation of a new
upgraded CPU? (Choose two.)
power supply*
motherboard*
hard drive
case
video card
13. What are three important considerations when installing a CPU on a motherboard that
has just been upgraded? (Choose three.)
Antistatic precautions are taken.*
The CPU is correctly aligned and placed in the socket.*
The CPU contacts are first cleaned with isopropyl alcohol.
The CPU heat sink/fan assembly is correctly installed.*
The CMOS battery is removed prior to installing the CPU.
Maximum insertion force is applied to the load lever so that the CPU is locked in place.
14. A specific computer has an issue that could not be resolved by the help desk
technician. The on-site technician finds that Windows updates have been disabled. The
technician re-enables the update service, configures the computer for automatic
updates, downloads and installs all missing updates, ensures the computer boots
successfully, and verifies with the customer that the issue has been resolved. Which
step, if any, is next?
Document the findings, actions, and outcomes.*
No further action is needed.
Establish a plan of action to resolve the problem and implement the solution.
Verify full system functionality and, if applicable, implement preventive measures.
Test the theory to determine the cause.
15. What should a technician do before beginning any troubleshooting steps on a
customer computer?
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Trojan
social engineering *
42. Which two aspects of a computer can be protected by setting the BIOS password?
(Choose two.)
network address assignment method
hard drive settings*
operating system login
operating system booting*
file system management
firewall settings
43. After logging into a computer, a user can view files but is unable to download the files.
What action can the administrator take to allow the user to download the files while
preventing deletion of the files?
Set the folder permissions to Read.
Set the file permissions to Modify.
Set the file permissions to Full Control
Set the file permissions to Read and Execute. *
44. The PC support person has heard of an instance where departmental secretaries go to
lunch and leave their computers unlocked and remain logged into their account. Which
Windows feature would the technician use to help in this situation?
AutoRun
BIOS/UEFI password
idle timeout and screen lock*
Windows firewall
45. After confirming the removal of a virus from a computer, how should the technician
ensure and verify the full functionality of the system?
Check for the latest OS patches and updates.*
Document the problem and the procedures performed to solve it.
Talk with the user to determine the cause of the problem.
Gather information from a number of sources to clearly identify the problem.
46. A customer is angry and calls to complain that the service scheduled on the computer
took longer than expected. The technician reviews the work order and notices that the
service was performed by a new employee. How should the technician respond?
Verify that the computer is working properly now.
Listen to the complaint and then apologize for any inconvenience caused by the
lengthy service on the computer.*
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Explain that the repair technician sent to perform the service is inexperienced.
Put the customer on hold until a supervisor is available.
47. Refer to the exhibit. During the troubleshooting of software that is installed on a
computer system, a level one technician requires help from a level two technician. The
file shown in the exhibit must be sent to the level two technician. How should the level
one technician deliver this file?
This file should not be shared with the level two technician.
Replace all passwords in the file with <password omitted> before emailing the file
and then supply the passwords by secure means, if required.*
Send the file as it is to the level two technician.
Deliver the file in printed format only.
48. What determines the level of support that a call center technician will provide to an
individual customer?
Support is based on the SLA for that customer.*
All customers receive the same level of support by the call center.
A level one technician will provide a higher level of support than a level two technician.
An individual call center technician chooses the level of support based on the time
available to assist the customer.
49. After resolving an intermittent CD-ROM drive fault by firmly reconnecting a loose
cable, the technician then decides to inspect all other cable connections to prevent
other faults from occurring. Which two conditions will help to prevent future cable and
connector faults? (Choose two.)
There are no missing or bent connector pins.*
Cables are stretched tight between connectors.
Cables are not bent sharply around adapter cards.*
Device data cables exceed manufacturer specifications.
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The connector retaining screws have been over tightened with a screwdriver.
50. 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.*
Change the BIOS password.
Flash the BIOS for a firmware upgrade.
Change clock speeds in the BIOS.
51. What are three common causes of operating systems problems? (Choose three.)
a corrupted registry*
incorrect IP addressing information
loose cable connections
failed service pack installation*
CMOS battery problem
virus infection *
52. What are three common solutions for a PC that displays an IP address starting with
169.254.x.x? (Choose three.)
Check the DNS server setting.
Turn on the device that is acting as a DHCP server.*
Enable the client machine to receive an IPv4 address automatically.
Use the ipconfig /release and ipconfig /renew commands to request a new IPv4
address.*
Reboot the client machine that is using the 169.254.x.x address.*
Reenter the IPv4 address on the DHCP server.
53. Which built-in BIOS diagnostic test would a technician run to check a computer boot
problem?
memory test
POST test
start test*
battery test
54. What are three features of GPS on mobile devices? (Choose three.)
phone number lookup
navigation*
specialized search results*
device tracking*
remote wipe
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60. Match the computer problem with the area of the system affected by the problem.
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