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| Section | Weight | Objectives |
|---|---|---|
| Hardware Issues | 17% | - Device information: hardware specs, OS details, network identifiers - Troubleshooting hardware faults, drivers and firmware updates - Safety procedures: ESD, electrical safety, fire prevention - Ports, cables, components: identification, installation, upgrades |
| IT Support Job Tasks and Responsibilities | 17% | - Problem-solving process: define, collect info, analyze, implement, document - Help desk concepts: queue management, time management, ticketing systems, SLA, KPIs - Documentation: problem description, troubleshooting steps, results recording |
| Connectivity and Resource Access Issues | 17% | - Email and client access: protocols, authentication, encryption - Shared resources: printers, folders, permissions, mapped drives - Connectivity troubleshooting: errors, latency, access denied - Network configuration: IP settings, DNS, gateway, Wi-Fi |
| Common Threats and Preventions | 16% | - Security threats: phishing, malware, spam, social engineering - Protection: passwords, scans, updates, user awareness - Incident response: identify, investigate, escalate |
| Job Tools | 16% | - System tools: Task Manager, System Information, Event Viewer, Activity Monitor - Knowledge bases, search, and documentation tools - Remote access software: use and security |
| Operating System and Application Issues | 17% | - Windows, macOS, mobile OS: settings, updates, permissions, backup - Browser and collaboration tools: configuration, troubleshooting - Virtualization and cloud basics: concepts, providers, virtual machines - Application installation, updates, patches, and compatibility |
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NEW QUESTION # 35
Which indicators suggest malware is affecting an operating system? (Choose two)
Answer: A
NEW QUESTION # 36
What is a crucial consideration when upgrading from a SATA SSD to an NVMe M.2 SSD in a desktop computer?
Answer: A
Explanation:
Correct Answer. A. Checking if the motherboard has an available M.2 slot that supports NVMe NVMe M.2 SSDs require a specific M.2 slot that supports NVMe protocol for maximum performance. Not all motherboards have M.2 slots, and not all M.2 slots support NVMe, making this check essential.
Option B is incorrect because it is unnecessary to replace all SATA drives; NVMe can be added as a supplement for faster data access while keeping SATA drives for additional storage.
Option C is incorrect because while matching brands can sometimes ensure better compatibility, it is not a requirement for functionality.
Option D is incorrect because while NVMe drives can run hotter than SATA SSDs, whether additional cooling is necessary depends on the system's overall cooling setup and the workload.
NEW QUESTION # 37
The help desk manager at a technology firm is implementing a new queue management strategy to address the issue of high-priority tickets being delayed behind less urgent issues. Which of the following strategies would be most effective in resolving this problem?
Answer: B
Explanation:
Correct Answer. A. Implementing a severity-based prioritization system The most effective strategy to ensure that high-priority tickets are handled promptly is to implement a severity-based prioritization system, where tickets are sorted and responded to based on the urgency and impact of the issue reported. This helps in addressing critical issues faster and improves overall service quality.
Option B is incorrect because a chronological queue system does not differentiate between ticket priorities, leading to possible delays for urgent issues.
Option C is incorrect because random assignment does not take ticket priority into account, potentially delaying urgent issues even further.
Option D is incorrect because automated responses may not adequately prioritize urgent tickets without human oversight.
NEW QUESTION # 38
A user's external hard drive is not being recognized by their computer. In Device Manager, the hard drive does not appear under Disk Drives but shows up under "Other devices" with an unknown device label.
What should the technician do to resolve this issue?
Answer: B
Explanation:
Correct Answer. C. Install the correct drivers for the external hard drive If an external device like a hard drive appears under "Other devices" as an unknown device, it is often due to missing or incorrect drivers. The technician should install or update the correct drivers for the external hard drive to ensure that the operating system can recognize and properly communicate with the device.
Option A is incorrect because while reconnecting the device can sometimes resolve connection issues, the presence of the device under "Other devices" specifically points to a driver issue.
Option B is incorrect because updating the BIOS, while important for overall system stability and compatibility, is less likely to resolve specific external device recognition issues compared to updating the device's drivers.
Option D is incorrect because changing the drive letter and paths is only possible once the device is recognized by the system, which in this case, it is not.
NEW QUESTION # 39
What is the best initial response when a user notices an unauthorized attempt to access their company account?
Answer: D
Explanation:
Correct Answer. B. Change their password immediately Changing the password immediately after noticing an unauthorized access attempt is a crucial first step in safeguarding the account from potential compromise.
Option A is incorrect because ignoring the attempt may lead to future successful breaches.
Option C is incorrect as shutting down the computer does not address the security of the online account.
Option D is incorrect because while deleting suspicious emails might be helpful, it does not secure an account that has already been targeted.
NEW QUESTION # 40
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