Q1.A user receives a notification indicating the antivirus protection on a company laptop is out of date. A technician is able to ping the user’s laptop. The technician checks the antivirus parent servers and sees the latest signatures have been installed. The technician then checks the user’s laptop and finds the antivirus engine and definitions are current. Which of the following has MOST likely occurred?
A. Ransomware
B. Failed OS updates
C. Adware
D. Missing system files
Q2.A technician receives a ticket indicating the user cannot resolve external web pages. However, specific IP addresses are working. Which of the following does the technician MOST likely need to change on the workstation to resolve the issue?
A. Default gateway
B. Host address
C. Name server
D. Subnet mask
Q3.Joe, a technician, receives notification that a share for production data files on the network is encrypted. Joe suspects a crypto virus is active. He checks the rights of the network share to see which departments have access. He then searches the user directories of those departmental users who are looking for encrypted files. He narrows his search to a single user’s computer. Once the suspected source of the virus is discovered and removed from the network, which of the following should Joe do NEXT?
A. Educate the end user on safe browsing and email habits.
B. Scan and remove the malware from the infected system.
C. Create a system restore point and reboot the system.
D. Schedule antivirus scans and perform Windows updates.
Q4.While attempting to install a new program, an end user is notified the workstation meets the memory requirements, but it does not meet the requirements for free space. Due to time constraints, the user needs a quick way to install and access the program. Which of the following is the user’s BEST option given the situation?
A. Install to a network drive
B. Install to a USB drive
C. Install to a DVD-RW
D. Install to a secondary internal HDD
Q5.A user is unable to access files on a work PC after opening a text document. The text document was labeled “URGENT PLEASE READ.txt – In active folder, .txt file titled urgent please read”. Which of the following should a support technician do FIRST?
A. Quarantine the host in the antivirus system.
B. Run antivirus scan for malicious software.
C. Investigate how malicious software was installed.
D. Reimage the computer.
Q6.A technician suspects the boot disk of a user’s computer contains bad sectors. Which of the following should the technician verify in the command prompt to address the issue without making any changes?
A. Run sfc / scannow on the drive as the administrator
B. Run cleanmgr on the drive as the administrator
C. Run chkdsk on the drive as the administrator
D. Run dfrgui on the drive as the administrator
Q7.Which of the following is used to identify potential issues with a proposed change prior to implementation?
A. Request form
B. Rollback plan
C. End-user acceptance
D. Sandbox testing
Q8.A user calls a technician regarding an iOS mobile device that is having problems with standby time after a new update was applied. The technician verifies no new applications were installed since the update, but the device still has poor standby time even after the update is removed. Which of the following is the MOST likely cause of the issue?
A. Zero-day malware
B. Safari code injection
C. OS corruption
D. Overheating
E. Time sync failure
Q9.A SOHO user calls a technician and wants to secure a home network. The SOHO user needs to have protection from physical connections and ensure that employees cannot access applications or personal emails. Which of the following would the technician MOST likely configure on the new network device to accommodate this SOHO user’s request? (Select TWO).
A. MAC filtering
B. Default SSID
C. Radio power levels
D. Content filtering
E. Physical security
Q10.A technician is installing new software on a macOS computer. Which of the following file types will the technician MOST likely use?
A. .deb
B. .vbs
C. .exe
D. .app
Q11.An organization’s Chief Financial Officer (CFO) is concerned about losing access to very sensitive, legacy, unmaintained PII on a workstation if a ransomware outbreak occurs. The CFO has a regulatory requirement to retain this data for many years. Which of the following backup methods would BEST meet the requirements?
A. A daily, incremental backup that is saved to the corporate file server
B. An additional, secondary hard drive in a mirrored RAID configuration
C. A full backup of the data that is stored off site in cold storage
D. Weekly, differential backups that are stored in a cloud-hosting provider
Q12.A technician suspects a rootkit has been installed and needs to be removed. Which of the following would BEST resolve the issue?
A. Application updates
B. Anti-malware software
C. OS reinstallation
D. File restore
Q13.Someone who is fraudulently claiming to be from a reputable bank calls a company employee. Which of the following describes this incident?
A. Pretexting
B. Spoofing
C. Vishing
D. Scareware
A. Restore the device to factory settings.
B. Uninstall the unapproved application.
C. Disable the ability to install applications from unknown sources.
D. Ensure the device is connected to the corporate WiFi network.
Q15.A technical lead wants to migrate all common business applications, including email and file shares, to the cloud. Which of the following cloud concepts should be used?
A. MaaS
B. PaaS
C. SaaS
D. IaaS
Q16.Which of the following is the MOST important environmental concern inside a data center?
A. Battery disposal
B. Electrostatic discharge mats
C. Toner disposal
D. Humidity levels
Q17.Which of the following virtualization technologies allows Linux and Windows operating systems to run concurrently?
A. Test environment
B. Sandbox
C. Legacy OS
D. Cross-platform
Q18.A user reports a monitor, keyboard, mouse, and headset are no longer functioning. The user has restarted the laptop and tested an alternative headset and monitor, but the issue persists. The technician notices the user has a printer, USB-C hub, and AC adapter plugged into the laptop. Which of the following should the technician do to MOST likely resolve the issue?
A. Verify the AC adapter voltage.
B. Repair the operating system.
C. Replace the user’s USB-C hub.
D. Reinstall the drivers for affected devices.
E. Make sure the printer is not drawing too much power.
Q19.An end user contacted a technician about a laser printer that was no longer printing images on the left side of the page. The technician replaced the toner cartridge, but the issue has persisted. Which of the following should the technician perform NEXT?
A. Replace the imaging drum
B. Realign the pickup rollers.
C. Clean the duplexing assembly.
D. Calibrate the printer
Q20.A technician identified an issue on a workstation, obtained details from the user, and made a backup of the system. Which of the following should the technician do NEXT?
A. Determine the next steps to resolve the issue and document it.
B. Design a plan of action to resolve the issue and implement the solution.
C. Document the findings, actions, and outcomes.
D. Establish a theory of probable cause, researching internally or externally as needed.
Q21.A company has a dot matrix printer that uses carbon paper. The company reports that the first page is printing too light, although the following pages are still legible. Which of the following MOST likely needs to be fixed?
A. The print drum is worn and loose, causing the printing to be light in places.
B. The ribbon is low on ink or missing and must be replaced to get proper output.
C. The heating element has failed, and a new one needs to be installed for proper transfer.
D. The wrong type of filament is loaded, preventing it from sticking correctly.
E. The fuser assembly is not calibrated properly, causing it to impact the paper too hard.
Q22.An organization maintains various record types, including health and criminal justice records. Which of the following cloud environments is the organization MOST likely to use to limit the attack surface?
A. Public
B. Hybrid
C. Community
D. Private
Q23.A user’s computer is not receiving a network connection. The technician confirms that the connection seems to be down and looks for the user’s port on the patch panel. The port and patch panel are not labeled. Which of the following network tools should the technician use to identify the port?
A. Network tap
B. Punch Down tool
C. Toner probe
D. Crimper
Q24.A user is having phone issues after installing a new application that claims to optimize performance. The user downloaded the application directly from the vendor’s website and is now experiencing high network utilization and is receiving repeated security warnings. Which of the following should the technician perform FIRST to mitigate the issue?
A. Reset the phone to factory settings.
B. Uninstall the fraudulent application.
C. Increase the data plan limits.
D. Disable the mobile hotspot.
Q25.A bank wants to leverage cloud computing but would like a cloud solution in which infrastructure is shared with businesses in the same industry. Which of the following cloud models would BEST address the bank’s need?
A. Private
B. Hybrid
C. Public
D. Community
Q26.An Android user contacts the help desk because a company smartphone failed to complete a tethered OS update. A technician determines there are no error messages on the device. Which of the following should the technician do NEXT?
A. Verify all third-party applications are disabled.
B. Determine if the device has adequate storage available.
C. Check if the battery is sufficiently charged.
D. Confirm a strong internet connection is available using Wi-Fi or cellular data.
Q27.A user reports a computer is running slow. Which of the following tools will help a technician identify the issue?
A. Disk Cleanup
B. Group Policy Editor
C. Disk Management
D. Resource Monitor
Q28.A department sends in a ticket to report a printer is not working. The responding technician sees paper stuck to the fuser, which is much hotter than normal. The fuser was just installed a few weeks ago, as indicated by the service history. Which of the following should the technician do NEXT?
A. Disable the printer for repairs.
B. Install a printer roller kit.
C. Remove the paper and let the fuser cool down.
D. Replace the paper with thicker paper stock.
Q29.A technician is in the process of upgrading Windows 8 to Windows 10. The technician needs to make sure all of the applications, user profiles, documents, and
PST files are preserved. Which of the following methods would the technician MOST likely perform on the computer?
A. Unattended installation
B. Refresh upgrade
C. Clean installation
D. In-place upgrade
Q30.A startup company is outgrowing its current office space and is requiring employees to work remotely. The company must comply with government-enforced requirements to safeguard all aspects of data, so the IT department plans to maintain complete control over users’ operating systems. Which of the following should the IT department implement?
A. VDI
B. IaaS
C. VPN
D. SaaS
Q31.A company has just refreshed several desktop PCs. The hard drives contain PII. Which of the following is the BEST method to dispose of the drives?
A. Drilling
B. Degaussing
C. Low-level formatting
D. Erasing/wiping
Q32.A user who is facilitating a videoconference reports that the participants can be heard. However, when the user attempts to speak, none of the participants can hear the user. Which of the following is the FIRST step the technician should take?
A. Restart the videoconference.
B. Replace the laptop.
C. Check the audio inputs.
D. Try another microphone.
Q33.A technician needs to install RAM into a rackmount server that will be used as a VM host. Which of the following would be BEST to install?
A. SODIMM
B. VRAM
C. DDR4
D. ECC
Q34.A user needs assistance installing software on a Windows PC but will not be in the office. Which of the following solutions would a technician MOST likely use to assist the user without having to install additional software?
A. VPN
B. MSRA
C. SSH
D. RDP
Q35.A Windows user is attempting to install a local printer and is unsuccessful based on permissions. Which of the following user types BEST describes this user?
A. Guest
B. Power User
C. Administrator
D. Standard User
Q36.SIMULATION –
Laura, a customer, has instructed you to configure her home office wireless access point.
She plans to use the wireless network for finances and has requested that the network be setup with the highest encryption possible.
Additionally, Laura knows that her neighbors have wireless networks and wants to ensure that her network is not being interfered with by the other networks.
She requests that the default settings be changed to the following.
Wireless Name: HomeWiFi –
Shared Key: CompTIA –
Router Password: Secure$1 –
Finally, Laura wants to ensure that only her laptop and SmartPhone can connect to the network.
Laptop: IP Address 192.168.1.100
Hardware Address: 00:0A:BF:03:C4:54
SmartPhone: IP Address 192.168.1.101
Hardware Address: 09:2C:D0:22:3F:11
INSTRUCTIONS –
Configure Laura’s wireless network using the network adapter window.
If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.
Hint answer:
Q37.A user contacted the help desk to report pop-ups on a company workstation, indicating the computer has been infected with 137 viruses and payment is needed to remove them. The user thought the company-provided antivirus software would prevent this issue. The help desk ticket states that the user only receives these messages when first opening the web browser. Which of the following steps would MOST likely resolve the issue? (Choose two.)
A. Scan the computer with the company-provided antivirus software.
B. Install a new hard drive and clone the user’s drive to it.
C. Deploy an ad-blocking extension to the browser.
D. Uninstall the company-provided antivirus software.
E. Click the link in the messages to pay for virus removal.
F. Perform a reset on the user’s web browser.
Q38.A technician finishes building a custom gaming computer. When the system is turned on, however, all the fans spin and the LEDs light up on the motherboard, but the system does not POST and the monitor remains blank. Which of the following did the technician fail to connect to the motherboard?
A. SATA signal cable
B. CPU power cable
C. Power LED
D. Motherboard power cable
Q39.A technician made several upgrades to a computer and then determined the power supplied by the PSU is insufficient. Which of the following would MOST likely cause the insufficiency? (Choose two.)
A. Replacing the HDD with an SSD
B. Upgrading the firmware
C. Adding an optical drive
D. Adding more RAM
E. Adding a CMOS battery
F. Upgrading the graphics card
Q40.SIMULATION –
Ann, a CEO, has purchased a new consumer-class tablet for personal use, but she is unable to connect to the wireless network. Other users have reported that their personal devices are connecting without issues. She has asked you to assist with getting the device online without adjusting her home WiFi configuration.
INSTRUCTIONS –
Review the network diagrams and device configurations to determine the cause of the problem and resolve any discovered issues.
If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.
Hint answer:Click on 802.11 and Select ac –
Click on SSID and select BYOD –
Click on Frequency and select 5GHz
At Wireless Security Mode, Click on Security Mode
Select the WPA and the password should be set to TotallySecure!
Q41.A call center technician receives a call from a user asking how to update Windows. Which of the following describes what the technician should do?
A. Have the user consider using an iPad if the user is unable to complete updates.
B. Have the user text the user’s password to the technician.
C. Ask the user to click in the Search field, type Check for Updates, and then press the Enter key.
D. Advise the user to wait for an upcoming, automatic patch.
Q42.A client wants a technician to create a PC naming convention that will make the client’s PCs easier to track and identify while in use. Which of the following naming convention formats should the technician follow?
A. Domain name, location, IP address
B. Domain name, location, asset ID
C. Asset ID, MAC address
D. Location, RFID
Q43.An administrator has received approval for a change request for an upcoming server deployment. Which of the following steps should be completed NEXT?
A. Perform a risk analysis.
B. Implement the deployment.
C. Verify end user acceptance.
D. Document the lessons learned.
Q44.A new employee has been issued a company laptop. The employee requests an accessory with a single power source that has wired network connectivity and supports a keyboard, mouse, speakers, and dual monitors. Which of the following accessories should the systems administrator deploy to BEST meet the new user’s needs?
A. PoE switch
B. USB-C hub with power delivery
C. Docking station with DisplayPort
D. KVM switch with audio
Q45.A call center technician receives a call from a user asking how to update Windows. Which of the following describes what the technician should do?
A. Have the user consider using an iPad if the user is unable to complete updates.
B. Have the user text the user’s password to the technician.
C. Ask the user to click in the Search field, type Check for Updates, and then press the Enter key.
D. Advise the user to wait for an upcoming, automatic patch.
Q46.An administrator has received approval for a change request for an upcoming server deployment. Which of the following steps should be completed NEXT?
A. Perform a risk analysis.
B. Implement the deployment.
C. Verify end user acceptance.
D. Document the lessons learned.
Q47.A mobile phone user has downloaded a new payment application that allows payments to be made with a mobile device. The user attempts to use the device at a payment terminal but is unable to do so successfully. The user contacts a help desk technician to report the issue. Which of the following should the technician confirm NEXT as part of the troubleshooting process?
A. If airplane mode is enabled
B. If Bluetooth is disabled
C. If NFC is enabled
D. If Wi-Fi is enabled
E. If location services are disabled
Q48.A user wants to set up speech recognition on a PC. In which of the following Windows Settings tools can the user enable this option?
A. Language
B. System
C. Personalization
D. Ease of Access
Q49.A network administrator is deploying a client certificate to be used for Wi-Fi access for all devices in an organization. The certificate will be used in conjunction with the user’s existing username and password. Which of the following BEST describes the security benefits realized after this deployment?
A. Multifactor authentication will be forced for Wi-Fi.
B. All Wi-Fi traffic will be encrypted in transit.
C. Eavesdropping attempts will be prevented.
D. Rogue access points will not connect.
Q50.A user reports seeing random, seemingly non-malicious advertisement notifications in the Windows 10 Action Center. The notifications indicate the advertisements are coming from a web browser. Which of the following is the BEST solution for a technician to implement?
A. Disable the browser from sending notifications to the Action Center.
B. Run a full antivirus scan on the computer.
C. Disable all Action Center notifications.
D. Move specific site notifications from Allowed to Block.
Q51.A company needs to securely dispose of data stored on optical discs. Which of the following is the MOST effective method to accomplish this task?
A. Degaussing
B. Low-level formatting
C. Recycling
D. Shredding
Q52.A new service desk is having a difficult time managing the volume of requests. Which of the following is the BEST solution for the department?
A. Implementing a support portal
B. Creating a ticketing system
C. Commissioning an automated callback system
D. Submitting tickets through email
Q53.Which of the following editions of Windows 10 requires reactivation every 180 days?
A. Enterprise
B. Pro for Workstation
C. Home
D. Pro
Q54.A user’s system is infected with malware. A technician updates the anti-malware software and runs a scan that removes the malware. After the user reboots the system, it once again becomes infected with malware. Which of the following will MOST likely help to permanently remove the malware?
A. Enabling System Restore
B. Educating the user
C. Booting into safe mode
D. Scheduling a scan
Q55.A user is being directed by the help desk to look up a Windows PC’s network name so the help desk can use a remote administration tool to assist the user. Which of the following commands would allow the user to give the technician the correct information? (Choose two.)
A. ipconfig /all
B. hostname
C. netstat /?
D. nslookup localhost
E. arp -a
F. ping ::1
Q56.A Chief Executive Officer has learned that an exploit has been identified on the web server software, and a patch is not available yet. Which of the following attacks MOST likely occurred?
A. Brute force
B. Zero day
C. Denial of service
D. On-path
Q57.When a user calls in to report an issue, a technician submits a ticket on the user’s behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?
A. Have the user provide a callback phone number to be added to the ticket.
B. Assign the ticket to the department’s power user.
C. Register the ticket with a unique user identifier.
D. Provide the user with a unique ticket number that can be referenced on subsequent calls.
Q58.After clicking on a link in an email, a Chief Financial Officer (CFO) received the following error:
The CFO then reported the incident to a technician. The link is purportedly to the organization’s bank. Which of the following should the technician perform FIRST?
A. Update the browser’s CRLs.
B. File a trouble ticket with the bank.
C. Contact the ISP to report the CFO’s concern.
D. Instruct the CFO to exit the browser.
Q59.A technician is setting up a SOHO wireless router. The router is about ten years old. The customer would like the most secure wireless network possible. Which of the following should the technician configure?
A. WPA2 with TKIP
B. WPA2 with AES
C. WPA3 with AES-256
D. WPA3 with AES-128
Q60.A company is issuing smartphones to employees and needs to ensure data is secure if the devices are lost or stolen. Which of the following provides the BEST solution?
A. Anti-malware
B. Remote wipe
C. Locator applications
D. Screen lock
