220-1002 Online Practice Questions and Answers

Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has already tried everything that has been suggested.

Which of the following should the technician do?

A. Since Joe is concerned about time, suggest calling back later when Joe has more time to troubleshoot

B. Record the call and send it to the local intranet for future technicians to learn how to deal with calls like this one

C. Ask more open-ended questions to see if the issue can be narrowed down in order to properly identify the issue and save time

D. Inform the customer that there is a troubleshooting script that must be followed to get the issue resolved

Which of the following Windows versions introduced using applications in the Metro interface?

A. Windows 7

B. Windows 8

C. Windows 8.1

D. Windows 10

While preparing a computer that will be issued to a new user, the technician discovers the computer's former user configured a supervisor password in the BIOS. Which of the following can the technician do to allow the password to be removed?

A. Reimage the machine from a network share

B. Change the boot order and boot to an external drive

C. Remove and then replace the CMOS battery

D. Use the BIOS user password to reset the supervisor password

A customer contacts an IT technician regarding a PC's performance. The customer explains that the computer struggles to run several applications simultaneously,

Which of the following changes should the technician recommend FIRST to address the customer's concern?

A. Increase the allocation of virtual memory.

B. Upgrade the RAM to a larger capacity.

C. Replace the existing HDD with an SSD.

D. Enable fastboot in the BIOS

A user calls the help desk to report an issue accessing a new application on a Windows PC When the user tries to launch the application, an error message appears and then quietly disappears before the user can read it,

Which of the following protocols would a technician MOST likely use to help diagnose this issue?

A. FTP

B. ROP

C. SNWP

D. SSH

Joe. a user, is gelling replies lo an email message he never sent Joe contacts the help desk to ask what he should do. Which of the following should the help desk technician recommend FIRST to Joe?

A. Delete the replies

B. Change his password

C. Notify his contacts that his account was compromised

D. Forward the email to the technician.

A smartphone user has been receiving unsolicited emails that contain Pl in the webmail inbox associated with the device. Which of the following steps should the user take FIRST to identify the cause of the issue?

A. Report the emails as spam.

B. Check the permissions on all installed third-party applications.

C. Delete the webmail account and create a new one.

D. Restore the smartphone to factory default settings.

A user is having trouble accessing websites on a computer. A technician troubleshoots and tries to access a site the user typically visits but is instead presented with a completely different site. Which of the following should the technician do NEXT?

A. Clear the DNS cache and check the hosts file.

B. Verify the default gateway settings are correct.

C. Ensure the outbound firewall rules are accurate.

D. Configure the workstation for IPV6.

Which of the following resources is MOST important for a network server running a virtual machine and guest operating systems?

A. Redundant power supplies

B. Memory speed

C. RAID type used

D. Multi-core CPU

When opening a browser, a user receives pop-ups and is redirected to a certain website. A technician discovers a newer form of malware has infected the machine via an email attachment. The technician updates the anti-malware software and is able to clean the machine.

Which of the following should the technician do NEXT?

A. Redeploy the machine back into the production environment.

B. Create a System Restore point of the newly cleaned machine.

C. Explain proper email scanning techniques to the user.

D. Update any other anti-malware software and patch the operating system.