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 newly deployed Windows PC cannot connect to the antivirus server on the local network for updates, but it
can connect to other file servers and printers without issue. Which of the following is the MOST likely cause of
this issue?

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 customer is experiencing issues with email and calls the help desk. The technician determines it would help
clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop
Assistance connection with a customer, a technician should ask the customer to:

A manager suspects a user has obtained movies protected by copyright using a torrent client. An incident
response technician responds and verifies the user has indeed been violating company policy. Which of the
following would be the next BEST step for this technician to perform?

A technician has been given a PC that is not powering up. After brief troubleshooting, the technician comes to
the conclusion the power supply needs to be replaced. Which of the following is the NEXT step in the process
of performing the repair?

A technician opens a customer’s computer and sees large amounts of accumulated dust. Which of the
following is the BEST method of removing the dust from the computer?

A technician troubleshooting a computer finds a faulty video card and needs to replace it. Which of the following
safety procedures should be used to prevent damaging the new part?

When dealing with a difficult customer, which of the following is the BEST way to handle the situation?

A technician is working on a home theater PC in a location where the electrical system may not be properly
grounded. As the technician is finishing the installation, which of the following should the computer technician
do before connecting a cable TV line to a TV tuner card?