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Terms in this set (36)
Which of the following cable types is LEAST affected in areas of high EMI?
Joe, an irate customer, calls the help desk and informs the technician that no one has fixed his problem. The technician looks up the request in the system and finds that the issue is a warranty claim for accidental damage that is not covered by the company. Which of the following would be
the BEST approach to resolve Joe's concerns?
Listen politely to Joe and inform him that accidental damage is not covered by his warranty and escalate to a manager.
After making repairs to a user's system, which of the following actions should a technician take?
Contact the customer a few days later to determine the state of repairs
After a system was hacked by an outsider, a technician is dispatched to the system. The
technician records the location of the system on a log and then signs the system over to a tier-two technician. The tier-two technician analyzes the system and then signs it over to the case manager. Which of the following is this an example of?
Chain of custody
Which of the following cable types should always be used through life safety areas?
A datacenter server technician notices that several of the last sticks of RAM which were installed as upgrades have been found damaged due to static electricity. This only occurs in a particular server room within a large datacenter. Which of the following environmental hazards is MOST likely at play here?
Humidity levels are well below average
Activity logs show a large amount of data downloaded from a company server to an employee's workstation overnight. Upon further investigation, the technician identifies the data as being outside the scope of the employee's regular job functions. Which of the following steps should the technician take NEXT?
Report through proper channels
During a presentation, a client removes confidential proposal materials from the presenter's laptop via an IR connection. This behavior is expressly prohibited by the company. The client's location in the audience is immediately identified. Which of the following should the technician do NEXT?
Report to the proper channel
Which type of fire extinguishing technology should be used when encountering an electrical fire?
Non-water based extinguishers
Which of the following will provide the BEST protection against power failures and data loss?
Uninterruptible power supply
Which of the following tools are commonly used to remove dust and debris from inside a computer? (Select TWO).
Which of the following protocols would be MOST important in preserving digital evidence of criminal activity during an investigation?
Chain of custody
Chain of custody needs to be kept intact for which of the following reasons?
To ensure evidence is admissible in legal proceeding
Best business practices in IT include.
following up with a customer to verify satisfaction
A technician servicing a user's computer notices the user has a lot of desktop icons linking to inappropriate websites. Which of the following should the technician do NEXT?
Report through proper channels
A technician needs to replace a desktop computer's power supply. Which of the following should the technician do FIRST?
Remove watch and all jewelry
Which of the following would BEST protect equipment from a brown out?
Which of the following is the BEST type of cable to prevent EMI?
A technician encounters prohibited materials on a computer located in a common area that is used by several employees. Which of the following should be done FIRST?
Report the incident to management
A user calls the helpdesk because a solution that was previously suggested by another technician did not solve the user's issue. Which of the following is the MOST appropriate response?
Please explain the issue and I will work to resolve it
A user calls to report that a notice keeps appearing on their screen whenever they try to pull down video clips from a website. The notice says "This category is being blocked because it is streaming media. Please click continue to use your assigned quota time". The technician is aware that a new web filtering application was recently implemented which assigns a 120 minute quota on streaming media and a message appears allowing the user to continue. Which of the following is the BEST response for the technician to give the user?
A new application was introduced to help improve and manage the network. The video should appear once you select continue on the message
Since calling in an issue two days ago, a user reports that they have not heard from a help desk technician. Which of the following is the MOST appropriate response?
Let the user know that the problem will be escalated immediately
After responding immediately to a dispatch, a technician arrives to resolve the customer's issue. The customer appears to be angry that they have waited so long for a response. Which of the following is the BEST course of action for the technician to take?
Empathize with the customer and focus on completing the task in an expedited manner. Upon closure, document the situation and inform the manager
A technician realizes the problem a customer is having before the customer is done explaining all the symptoms. Which of the following is the BEST action for the technician to take?
Finish listening to the customer's explanation without interrupting if it will not take an excessive amount of time
In which of the following situations is it appropriate for an IT service provider to make copies of a customer's confidential data?
With the customer's permission, for backup purposes
A user is suspected of engaging in prohibited activity on their workstation. Which of the following should be done FIRST?
Inform a supervisor or management
Which of the following is required in order for BitLocker to be enabled?
Trusted platform module
The technician has identified prohibited content on a PC. Which of the following would be the FIRST action that the technician should take?
A technician has replaced a riser inside a server and the riser is failing again after reboot. Which of the following should have been used when initially replacing the riser?
Which of the following does a technician need to do before giving a PC, which has been confiscated for prohibited activity, to another department?
Document change of custody
Which of the following is the BEST example of the use of chain of custody?
Technician notes the date, time and who was given the PC
Which of the following should be considered when building a standard PC?
Requirements for applications
A technician is working on a PC but does not have their grounding strap. Which of the following would be the BEST method the technician should use to ground themselves?
Hold the metal of the case
A technician is helping set up a new networking closet and notices that the humidity level is low in the room. Which of the following should be installed FIRST before rack mounting equipment?
A technician documents the findings of illegal material that was found on a workstation. Which of the following should the technician do NEXT when storing the workstation?
Adhere to the chain of custody
Which of the following would a technician MOST likely perform to prevent a tripping hazard?
Proper cable management
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