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?

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 has purchased a new surge protector to protect equipment in the production environment. The surge protector’s features safeguard the connected
equipment by directing surges to the:

A customer is reporting a burning smell coming from a CRT monitor. Which of the following should be taken into consideration before attempting to resolve the
customer’s issue?

A customer has made several trouble calls to the help desk and is very irate. The technician that receives the call has learned that the issue has not yet been
resolved. The technician politely asks the customer to explain the issue, and learns that the problem needs to be escalated. Which of the following should the
technician do once the problem has been escalated?