A new help desk technician receives a trouble call from a user. The issue is something the technician has never
encountered before, and does not know where to begin troubleshooting. The FIRST course of action is for the
technician to:

A technician suspects that a computer issue is caused by a failed NIC. Following the troubleshooting theory,
which of the following is the NEXT step the technician should take?

Ann, a customer, reports that when she occasionally works in the office basement, her smartphone battery
drains faster than normal and she has poor cellular reception. Which of the following is the reason for the fast
battery drain?

Joe, a user, has connected a tablet to his personal mobile hotspot device in a public location for Internet
access. The device display indicates there are two connections instead of just one. Which of the following
actions can he perform to prevent this unauthorized access to the device immediately? (Select TWO).

Joe, a user, returned yesterday from a trip where he utilized the GPS function of his mobile device. He now
notices the battery is rapidly draining. Which of the following can Joe MOST likely do to resolve the issue
without a loss of data?

Ann, a user, states that after installing an update on her iPhone, the WiFi starts to malfunction. The WiFi icon is
displaying that it has connectivity but she is still unable to browse. Which of the following could be the issue?

A technician has just fixed a user’s PC and successfully removed a virus and malware from the machine.
Which of the following is the LAST thing the technician should do?

A technician receives a call regarding a PC’s slow performance. The client states that most applications are
slow to respond; boot up and shutdown take much longer than they used to. Hard drive diagnostics pass, but
there are error messages in the event viewer stating that the file system is corrupt. Which of the following
should the technician do NEXT?

A user reports browsing the Internet is slow and an icon with a picture of a person with a headset keeps asking
them to “click here for help.” The user has clicked on the icon to try to resolve the slowness but all that happens
is the computer redirects them to a website to purchase software. Which of the following should be performed
FIRST to resolve the issue?

A mobile phone has started to respond slowly and erratically. The user has done a soft reset and the problem
still exists. Which of the following is the BEST step the user can take to fix this problem?