Which of the following hard drives has the BEST shock resistance?

Which of the following communication standards requires line-of-site with no obstacles in order to
operate properly?

Which of the following connectors is found on every desktop power supply?

A customer asked the technician to upgrade the RAM in a laptop. Upon inspection of the RAM bay,
the technician only found one RAM slot, however the laptop is specified to have two. Where would
the other memory slot be typically located?

A laptop is not charging the battery and occasionally shuts off even when the power cord is plugged
in. This is a symptom of a bad:

Which of the following typically cannot be upgraded in a laptop?

A user calls the helpdesk because a solution that was previously suggested by another technician did
not solve the user’s issue. Which of the following is the MOST appropriate response?

A user calls to report that a notice keeps appearing on their screen whenever they try to pull down
video clips from a website. The notice says “This category is being blocked because it is streaming
medi a. Please click continue to use your assigned quota time”. The technician is aware that a new
web filtering application was recently implemented which assigns a 120 minute quota on streaming
media and a message appears allowing the user to continue. Which of the following is the BEST
response for the technician to give the user?

Since calling in an issue two days ago, a user reports that they have not heard from a help desk
technician. Which of the following is the MOST appropriate response?

After responding immediately to a dispatch, a technician arrives to resolve the customer’s issue. The
customer appears to be angry that they have waited so long for a response. Which of the following is
the BEST course of action for the technician to take?