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?

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: