Question: 31
A computer technician is implementing a solution to support a new internet browsing policy for a
customer’s business. The policy prohibits users from accessing unauthorized websites based on
categorization. Which of the following should the technician configure on the SOHO router?
A. Secure management access
B. Group Policy Editor
C. Content filtering
D. Firewall

Question: 32
Recently, the number of users sharing smartphone passcodes has increased. The management team wants a technician to deploy a more secure screen lock method. Which of the following technologies should the technician use?
A. Pattern lock
B. Facial recognition
C. Device encryption
D. Multifactor authentication

Question: 33
An end user’s laptop is having network drive connectivity issues in the office. The end user submits a help desk ticket, and a support technician is able to establish a remote connection and fix the issue. The following day, however, the network drive is disconnected again. Which of the following should the technician do next?
A. Connect remotely to the user’s computer to see whether the network drive is still connected.
B. Send documentation about how to fix the issue in case it reoccurs.
C. Escalate the ticket to the next level.
D. Keep the ticket open until next day, then close the ticket.

Question: 34
Which of the following provides information to employees, such as permitted activities when using the organization’s resources?
A. AUP
B. MNDA
C. DRM
D. EULA

Question: 35
A technician needs to install an operating system on a large number of workstations. Which of the following is the fastest method?
A. Physical media
B. Mountable ISO
C. Manual installation
D. Image deployment

Question: 36
A user is working from home and is unable to access work files on a company laptop. Which of the following should a technician configure to fix the network access issue?
A. Wide-area network
B. Wireless network
C. Proxy network settings
D. Virtual private network

Question: 37
A technician is troubleshooting an issue in which a service runs momentarily and stops at certain points in the process. The technician needs to determine the root cause of this issue. Which of the following tools should the technician use?
A. Event Viewer
B. Task Manager
C. Internet Options
D. Process Explorer

Question: 38
Which of the following is an example of an application publisher including undisclosed additional software in an installation package?
A. Virus
B. Ransomware
C. Potentially unwanted program
D. Trojan

Question: 39
A technician needs to map a shared drive from a command-line interface. Which of the following commands should the technician use?
A. pathping
B. nslookup
C. net use
D. tracert

Question: 40
A help desk team was alerted that a company-owned cell phone has an unrecognized password-cracking application. Which of the following should the help desk team do to prevent further unauthorized installations from occurring?
A. Configure Group Policy.
B. Implement PAM.
C. Install anti-malware software.
D. Deploy MDM.

Question: 41
Which of the following is used in addition to a password to implement MFA?
A. Sending a code to the user’s phone
B. Verifying the user’s date of birth
C. Prompting the user to solve a simple math problem
D. Requiring the user to enter a PIN

Question: 42
A technician is preparing to replace the batteries in a rack-mounted UPS system. After ensuring the power is turned off and the batteries are fully discharged, the technician needs to remove the battery modules from the bottom of the rack. Which of the following steps should the technician take?
A. Ensure the fire suppression system is ready to be activated.
B. Use appropriate lifting techniques and guidelines.
C. Place the removed batteries in an antistatic bag.
D. Wear a face mask to filter out any harmful fumes.

Question: 43
A technician is setting up a surveillance system for a customer. The customer wants access to the system’s web interface on the LAN via the system’s IP address. Which of the following should the technician use to prevent external log-in attempts from the internet?
A. Port mapping
B. Subnetting
C. Static IP
D. Content filtering

Question: 44
A technician needs to configure laptops so that only administrators can enable virtualization technology if needed. Which of the following should the technician configure?
A. BIOS password
B. Guest account
C. Screen lock
D. AutoRun setting

Question: 45
Which of the following file types would a desktop support technician most likely use to automate tasks for a Windows user log-in?
A. .bat
B. .sh
C. .py
D. .js

Question: 46
A technician uses AI to draft a proposal about the benefits of new software. When reading the draft, the technician notices that the draft contains factually incorrect information. Which of the following best describes this scenario?
A. Data privacy
B. Hallucinations
C. Appropriate use
D. Plagiarism

Question: 47
Which of the following describes an attack in which an attacker sets up a rogue AP that tricks users into connecting to the rogue AP instead of the legitimate network?
A. Stalkerware
B. Evil twin
C. Tailgating
D. Shoulder surfing

Question: 48
A user is experiencing issues with outdated images while browsing websites. Which of the following settings should a technician use to correct this issue?
A. Administrative Tools
B. Windows Defender Firewall
C. Internet Options
D. Ease of Access

Question: 49
Every time a user loads a specific spreadsheet, their computer is temporarily unresponsive. The user also notices that the title bar indicates the application is not responding. Which of the following would a technician most likely inspect?
A. Anti-malware logs
B. Workstation repair options
C. Bandwidth status as reported in the Task Manager
D. File size and related memory utilization

Question: 50
A user frequently misplaces their Windows laptop and is concerned about it being stolen. The user would like additional security controls on their laptop. Which of the following is a built-in technology that a technician can use to enable full drive encryption?
A. Active Directory
B. New Technology File System
C. Encrypting File
D. BitLocker

Question: 51
Which of the following is used to apply corporate restrictions on an Apple device?
A. App Store
B. VPN configuration
C. Apple ID
D. Management profile

Question: 52
A user’s new smartphone is not staying charged throughout the day. The smartphone charges fully every night. Which of the following should a technician review first to troubleshoot the issue?
A. Storage usage
B. End of software support
C. Charger wattage
D. Background applications

Question: 53
A customer is unable to open some files on their system. Each time the customer attempts to open a file, the customer receives a message that the file is encrypted. Which of the following best describes this issue?
A. Keylogger
B. Ransomware
C. Phishing
D. Cryptominer

Question: 54
An organization is experiencing an increased number of issues. A technician notices applications that are not installed by default. Users are reporting an increased number of system prompts for software licensing. Which of the following would the security team most likely do to remediate the root cause?
A. Deploy an internal PKI to filter encrypted web traffic.
B. Remove users from the local admin group.
C. Implement stronger controls to block suspicious websites.
D. Enable stricter UAC settings on Windows.

Question: 55
A support specialist needs to decide whether to install a 32-bit or 64-bit OS architecture on a new computer. Which of the following specifications will help the specialist determine which OS architecture to use?
A. 16GB RAM
B. Intel i7 CPU
C. 500GB HDD
D. 1Gbps Ethernet

Question: 56
Which of the following prevents forced entry into a building?
A. PIV card
B. Motion-activated lighting
C. Video surveillance
D. Bollard

Question: 57
A technician is assigned to offboard a user. Which of the following are common tasks on an offboarding checklist? (Choose two.)
A. Quarantine the hard drive in the user’s laptop.
B. Deactivate the user’s key fobs for door access.
C. Purge all PII associated with the user.
D. Suspend the user’s email account.
E. Turn off the network ports underneath the user’s desk.
F. Add the MAC address of the user’s computer to a blocklist.

Question: 58
A company would like to deploy baseline images to new computers as they are started up on the network. Which of the following boot processes should the company use for this task?
A. ISO
B. Secure
C. USB
D. PXE

Question: 59
A user has been adding data to the same spreadsheet for several years. After adding a significant amount of data, they are now unable to open the file. Which of the following should a technician do to resolve the issue?
A. Revert the spreadsheet to the last restore point.
B. Increase the amount of RAM.
C. Defragment the storage drive.
D. Upgrade the network connection speed.

Question: 60
A technician installs VPN client software that has a software bug from the vendor. After the vendor releases an update to the software, the technician attempts to reinstall the software but keeps getting an error message that the network adapter for the VPN already exists. Which of the following should the technician do next to mitigate this issue?
A. Run the latest OS security updates.
B. Map the network adapter to the new software.
C. Update the network adapter’s firmware.
D. Delete hidden network adapters.

Question: 61
Which of the following is the best reason for a network engineering team to provide a help desk technician with IP addressing information to use on workstations being deployed in a secure network segment?
A. Only specific DNS servers are allowed outbound access.
B. The network allow list is set to a specific address.
C. DHCP services are not enabled for this subnet.
D. NAC servers only allow for security updates to be installed.

Question: 62
A technician is using a credential manager to safeguard a large number of credentials. Which of the following is important for using this application?
A. Restricted log-in times
B. Secure master password
C. TPM module
D. Windows lock screen

Question: 63
Which of the following methods involves requesting a user’s approval via a push notification to verify the user’s identity?
A. Call
B. Authenticator
C. Hardware token
D. SMS

Question: 64
A customer wants to be able to work from home but does not want to be responsible for bringing company equipment back and forth. Which of the following would allow the user to remotely access and use a Windows PC at the main office? (Choose two.)
A. SPICE
B. SSH
C. RDP
D. VPN
E. RMM
F. WinRM

Question: 65
A company wants to use a single operating system for its workstations and servers and avoid licensing fees. Which of the following operating systems would the company most likely select?
A. Linux
B. Windows
C. macOS
D. Chrome OS

Question: 66
A user is attempting to open on a mobile phone a HD video that is hosted on a popular media streaming website. The user is receiving connection timeout errors. The mobile reception icon area is showing two bars next to 3G. Which of the following is the most likely cause of the issue?
A. The user does not have Wi-Fi enabled.
B. The website’s subscription has run out.
C. The bandwidth is not fast enough.
D. The mobile device storage is full.

Question: 67
A technician notices that the weekly backup is taking too long to complete. The daily backups are incremental. Which of the following would most likely resolve the issue?
A. Changing the backup window
B. Performing incremental weekly backups
C. Increasing the backup storage
D. Running synthetic full weekly backups

Question: 68
A help desk technician needs to remove RAM from retired workstations and upgrade other workstations that have applications that use more memory with this RAM. Which of the following actions would the technician most likely take?
A. Demagnetize memory for security.
B. Use antistatic bags for storage and transport.
C. Plug in the power supply to ground each workstation.
D. Install memory in identical pairs.

Question: 69
A customer’s computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their knowledge. The customer expresses frustration at the time taken to resolve this issue. Which of the following should the technician do?
A. Escalate the issue to a senior team member and provide next steps to the customer.
B. Dismiss the customer and reschedule another troubleshooting session at a later date.
C. Interrupt the customer and express that troubleshooting support tickets can take time.
D. Maintain a positive attitude and continue to ask questions regarding the scope of the issue.

Question: 70
A company executive is currently attending a major music festival with a large number of attendees and is having trouble accessing a work email account. The email application is not downloading emails and also appears to become stuck during connection attempts. Which of the following is most likely causing the disruption?
A. The phone has no storage space available.
B. Company firewalls are configured to block remote access to email resources.
C. Too many devices in the same area are trying to connect to the mobile network.
D. The festival organizer prohibits internet usage during the event and has blocked the internet signal

Question: 71
A company recently transitioned to a cloud-based productivity suite and wants to secure the environment from external threat actors. Which of the following is the most effective method?
A. Multifactor authentication
B. Encryption
C. Backups
D. Strong passwords

Question: 72
SIMULATION
As a corporate technician, you are asked to evaluate several suspect email messages on a client’s
computer. Corporate policy requires the following:
• All phishing attempts must be reported.
• Future spam emails to users must be prevented.

INSTRUCTIONS
Review each email and perform the following within the email:
• Classify the emails
• Identify suspicious items, if applicable, in each email
• Select the appropriate resolution
If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Explanation:
Inbox mail 1 -Account Locked- Phishing – Report email to Information Security
Inbox mail 2 -Share your feedback – Legitimate – Perform no additional actions
Inbox mail 3 –Employee orientation – Legitimate – Perform no additional actions
Inbox mail 4 –Security Update – Spam – Report email to Information Security
Inbox mail 5 –Interview – Legitimate – Perform no additional actions

Question: 73
A user reports getting a BSOD (Blue Screen of Death) error on their computer at least twice a day.
Which of the following should the technician use to determine the cause?
A. Event Viewer
B. Performance Monitor
C. System Information
D. Device Manager

Question: 74
A technician is setting up a Windows server to allow remote desktop connections for multiple users. Which of the following should the technician configure on the workstation?
A. Firewall
B. Computer Management
C. User Accounts
D. Ease of Access

Question: 75
A technician thinks that an application a user downloaded from the internet may not be the legitimate one, even though the name is the same. The technician needs to confirm whether the application is legitimate. Which of the following should the technician do?
A. Compare the hash value from the vendor.
B. Run Task Manager and compare the process ID.
C. Run the application in safe mode.
D. Verify the file name is correct.

Question: 76
SIMULATION
Multiple users are reporting audio issues as well as performance issues after downloading unauthorized software. You have been dispatched to identify and resolve any issues on the network using best practice procedures.

INSTRUCTIONS
• Quarantine and configure the appropriate device(s) so that the users’ audio issues are resolved using best practice procedures.
• Multiple devices may be selected for quarantine.
• Click on a host or server to configure services.
If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Explanation:
Host 2, Host 3, Host 4 , Host 5 ,Host 6, Host 7, Host 8 , Media Server – Stop All unwanted and
malicious service (Persistance.j1zpxn Installer Service) from all the listed host and Media servers
Refer screenshot below on the required service started/stopped on host2, same service to be started
and stopped across all host servers.

Question: 77
An administrator is investigating a technical outage. The management team wants information that includes the summary of the outage and actions taken. Which of the following documentation should the administrator provide to the management team?
A. Knowledge base article
B. Non-disclosure agreement
C. Incident report
D. Standard operating procedure

Question: 78
A user has rooted their corporate phone to load unapproved software. Which of the following tools should the company use to prevent access to the corporate network?
A. Mobile device management
B. Encryption
C. Geofencing
D. Lock screen

Question: 79
An administrator received an email stating that the OS they are currently supporting will no longer be issued security updates and patches. Which of the following is most likely the reason the administrator received this message?
A. Support from the computer’s manufacturer is expiring
B. The OS will be considered end of life
C. The built-in security software is being removed from the next OS version
D. A new version of the OS will be released soon

Question: 80
Which of the following are system folders on macOS? (Select two)
A. Applications
B. Spotlight
C. Time Machine
D. Library
E. FileVault
F. iCloud

Question: 81
After using a third-party disk optimization software package, a technician restarts a laptop and receives the message “No operating system found.” The technician verifies that the BIOS properly recognizes the SSD. Which of the following should the technician do next?
A. Update BitLocker settings in the BIOS
B. Replace the CMOS battery
C. Boot from installation media and repair the MBR
D. Isolate the system from the corporate network

Question: 82
After completing malware removal steps, what is the next step the technician should take?
A. Perform a secondary antivirus scan
B. Educate the end user
C. Reimage the computer
D. Review system logs

Question: 83
Which of the following is used to store passwords in macOS?
A. FileVault
B. Keychain
C. Accessibility
D. Mission Control

Question: 84
An end user wants to have a sales printer added to their computer. The printer is on the domain. Which of the following is the best method for the technician to add the printer?
A. Go to the print server and select the printer name
B. Connect the laptop to the printer via USB
C. Connect to the printer via Bluetooth
D. Go to Local Users and Groups to add the printer

Question: 85
Which of the following methods involves requesting a user’s approval via a push notification to verify the user’s identity?
A. Call
B. Authenticator
C. Hardware token
D. SMS

Question: 86
Various alerts on a user’s Windows 11 laptop are continually interrupting the user during videoconference calls. Which of the following should a support technician recommend to best solve the issue?
A. Use multiple sound output devices for the various source applications
B. Disable all notifications in different applications in the order they appear
C. Configure the Sounds option in Control Panel to be set to No Sounds
D. Set Windows Notifications settings to Do Not Disturb

Question: 87
A Windows 11 Home device is receiving constant pop-ups about an urgent need to update antivirus software to remove a detected threat. The user has been clicking the “X” button in the window frame but it always reappears. The pop-up includes an “OK” button to install the update and remove the threat. Which of the following should the user do next?
A. Click the “OK” button to install the update
B. Reinstall the Windows Operating System
C. Run System File Checker
D. Verify the current status and settings of protection measures

Question: 88
Performance on a user’s smartphone is degrading. Applications take a long time to start, and switching between windows also takes a long time. Which of the following diagnostic steps should a mobile technician take first?
A. Restore the phone to factory settings
B. Restart the phone
C. Check the phone’s battery state
D. Uninstall unneeded applications

Question: 89
A user takes an iOS-based smartphone that is performing slowly to a repair shop. A shop technician finds the following information:

• Battery charge: 25%
• Battery health: 90%
• Hotspot: On
• Mobile reception: |||
• Roaming: Off
• Used space: 63.76GB/64GB

Which of the following is the cause of the issue?
A. The device is running out of free space
B. The battery health is low
C. The phone is not sufficiently charged
D. The hotspot is degrading the performance
E. Too many applications are open

Question: 90
After a user installs a mobile application from an advertisement, the phone’s battery dies a few hours later, and it is hot to the touch, even when not in use. Which of the following should a technician do first?
A. Check for unauthorized device administrators
B. Contact the software developer
C. Run a mobile malware scan on the phone
D. Ensure appropriate MDM policies are applied

Question: 91
A user decides to switch to Windows from Linux and is trying to migrate data using an external USB hard disk. However, when the user connects the cable to the Windows machine, an error message appears stating the device must be formatted before it can be used. The hard disk works as expected when connected to the Linux machine. Which of the following should the user do to resolve this issue?
A. Configure Windows firewall to allow data from Linux systems
B. Replace the cable with Windows-supported hardware
C. Apply a firmware update from the PC manufacturer
D. Update the file allocation system to exFAT

Question: 92
A Microsoft OS laptop user requests an alternative log-in authentication method because they have forgotten their password multiple times. Which of the following should a technician enable to satisfy this request?
A. Single sign-on
B. Windows Hello
C. BitLocker
D. User Account Control

Question: 93
A user’s computer is running slowly. Web pages take several seconds to open, and applications are slow to respond. A technician opens the Windows Task Manager and sees the following:

• Disk: 2%
• Network: 12%
• GPU: 15%
• CPU: 70%
• Memory: 97%

Which of the following would a technician most likely do to resolve the issue?
A. Clear browser cached data
B. Upgrade the network connection
C. Close unnecessary programs
D. Delete temporary files

Question: 94
A secretary receives an email from the company’s chief executive officer with a request to pay a vendor immediately. After the payment is made, the CEO informs the secretary that they never sent that email. Which of the following social engineering tactics best describes this type of attack?
A. Evil twin
B. Impersonation
C. Whaling
D. Spear phishing

Question: 95
The battery on a user’s smartphone discharges quickly when the user travels. The smartphone was replaced two weeks ago. Which of the following should a technician do first?
A. Replace the battery with a higher capacity option
B. Provide an external battery to extend the usage time
C. Ensure that the charging port is working as expected
D. Look for applications that are reporting the highest utilization

Question: 96
A technician is reviewing an organization’s current incident management policy. The organization uses a third-party vendor to protect the organization’s assets with multiple tools. Which of the following service types is the organization using?
A. PaaS
B. EDR
C. MDR
D. XDR

Question: 97
An employee is trying to connect their company laptop to an airport’s Wi-Fi during a business trip. Once the network is connected, a pop-up window appears with the airport logo, which the employee quickly closes. The internet connection is not working properly. Which of the following should a help desk technician suggest?
A. Look for a wall socket with RJ45 and try to connect the laptop to it
B. Contact the airport IT department
C. Tell the employee that company policy prohibits connection to public Wi-Fi
D. Reconnect to the network and read the pop-up carefully

Question: 98
A technician needs to disable guest log-ins on domain-joined desktop machines. Which of the following should the technician use?
A. Group Policy
B. Firewall
C. Microsoft Management Control
D. MSConfig

Question: 99
A user is unable to upload files to the corporate servers from their mobile phone when outside the office, but uploading files works without issue in the office. The user saw an error notification but dismissed it. Which of the following should a technician do to determine the root cause?
A. Check the data usage limit
B. Enable airplane mode
C. Verify the last device reboot
D. Enable Bluetooth connectivity

Question: 100
A user logs in to a computer each morning and tries to print a daily report, but it will not print. The help desk resolves the issue each day temporarily. To fix this permanently, which of the following should the technician do? (Select two)
A. Set the print spooler to have no dependencies
B. Set the print spooler recovery to take no action
C. Start the printer extensions and notifications service
D. Start the print spooler service
E. Set the print spooler to Automatic
F. Set the print spooler log-on to the user’s account