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Q1. When moving files from a Microsoft gaming console, which of the following command line utilities is recommended to transfer files? 

A. IMAP 

B. XCOPY 

C. DISKPART 

D. FDISK 

Answer: B 

Q2. A technician is using a domain account to access files located on a server at the path \computernameC$. The technician receives an “Access denied” error message. Which of the following is MOST likely the cause of the error? 

A. The server is no longer accepting connections since reaching its limit of open shares. 

B. The password is incorrect, requiring the user to reset it before authentication will proceed. 

C. The username should be prefixed by the domain, followed by a backslash (e.g., domainusername). 

D. The account does not have local administrative permissions to access the server share. 

Answer: D 

Q3. Joe, a technician, arrives onsite at a customer’s home. Upon entering the home, Joe notices an unpleasant odor. In response to this, Joe pinches his nose and holds his breath. After Joe leaves, the customer reports the behavior to Joe's supervisor. The supervisor decides the issue must be addressed. Which of the following topics would the supervisor be MOST likely to cover? 

A. Maintaining good communications with the customer 

B. Maintaining good personal hygiene 

C. Avoiding being judgmental 

D. Avoid dismissing the customer’s problems 

Answer: C 

Q4. A technician is performing a clean install of Windows on a new hard drive from a factory DVD, but the computer does not recognize the optical disc. A “non-system disk or disk error” is observed. Which of the following should the technician do FIRST? 

A. Update the motherboard firmware 

B. Check the cables 

C. Replace the optical drive 

D. Check the BIOS setting 

Answer: D 

Q5. A user in a corporate environment needs to have a laptop device repaired and takes the device to the appropriate technician. Which of the following should the technician offer to the user in order to maintain professionalism? 

A. Ask to user to wait in the area while repairs are being made. 

B. Offer a temporary loaner laptop for the user to work on. 

C. Inform the user that it will be ready “sometime” and to come back later. 

D. Ask the user to bring the laptop back when the department is less busy. 

Answer: B 

Q6. 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 

Answer: C 

Q7. A user calls the help desk because a folder containing critical business files is missing from the local drive. The user is adamant that the folder was there the previous day, and cannot understand why it is gone. The technician views the properties of the parent folder and sees a back up listed on the “Prior Versions” tab. According to the theory of troubleshooting, which of the following is the technician’s NEXT step? 

A. Establish a theory of probable cause 

B. Establish a plan of action and implement the solution 

C. Document findings, actions and outcomes 

D. Verify full system functionality and implement preventive measures 

Answer: A 

Q8. A user has installed a legacy application in Windows 7 and reports that only some of the functionality in it is operational. Another user is using the same application on a different Windows 7 machine and doesn’t report those problems. Which of the following features in Windows 7 may be responsible for this problem? 

A. System Protection settings 

B. User Account Control 

C. Action Center 

D. Data Execution Prevention 

Answer: B 

Q9. A technician has upgraded four computers and would like to securely repurpose the hard drives for later use. Which of the following should the technician do to the drives to prepare them for later use? 

A. chkdsk 

B. Degauss 

C. Quick format 

D. Drive wipe 

Answer: D 

Q10. A user is configuring the email settings on a smartphone. Which of the following configurations will allow the user to synchronize email from multiple devices? 

A. IMAP 

B. S/MIME 

C. POP3 

D. SMTP 

Answer: A