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IT Essentials Final Review

Question 1 of 60

1

Which power criterion will affect the number of internal drives that are installed in a computer?

Select one of the following:

  • +5VDC output

  • +20VDC output

  • AC input

  • DC output

  • power supply voltage

  • power supply wattage

Explanation

Question 2 of 60

1

A customer needs additional storage space on an older computer. What will the technician look at in the computer to determine if an additional hard drive can be added?

Select one of the following:

  • adequate RAM

  • an open PCI/PCIe expansion slot

  • an available PATA/SATA connection

  • BIOS version

  • the heat that is generated and air flow requirements

Explanation

Question 3 of 60

1

Why do laptop computers use CPU throttling techniques?

Select one of the following:

  • to enhance the performance of the CPU

  • to reduce the heat that the CPU may generate

  • to ensure the CPU is running at its peak speed

  • to conserve the battery life by reducing the bus speed between the CPU and RAM

Explanation

Question 4 of 60

1

Which step is critical in selecting and installing multiple cooling fans for a PC case?

Select one of the following:

  • Make sure they are the same make and model.

  • Make sure they run at the same speed.

  • Make sure they provide the same amount of air flow.

  • Make sure they are mounted in correct air flow directions.

Explanation

Question 5 of 60

1

Which statement is true about DDR2 and DDR3 RAM modules?

Select one of the following:

  • They operate at the same voltage.

  • They have a different number of contact pins.

  • They use different types of DIMM slots on the motherboard.

  • They require the same operating frequency on the front side bus.

Explanation

Question 6 of 60

1

To avoid electromagnetic interference, which type of equipment should a technician route copper network cables away from?

Select one of the following:

  • wireless network devices

  • cordless telephones

  • microwave ovens

  • electric motors

Explanation

Question 7 of 60

1

Which statement is true about the use of an antistatic wrist strap?

Select one of the following:

  • An antistatic wrist strap should not be used in conjunction with an antistatic mat.

  • For optimum grounding, the clip should be attached to a painted section of the computer case.

  • The metal part of the wrist strap should not make contact with your skin.

  • An antistatic wrist strap should not be worn when repairing a power supply.

Explanation

Question 8 of 60

1

Which are two potential risks to a mobile device that could result from rooting or jailbreaking the device? (Choose two.)​

Select one or more of the following:

  • A custom OS enables user access to the root directory.

  • A custom OS may not properly create or maintain sandboxing features.

  • The user interface may be extensively customized.

  • The device performance may be improved.

  • Some features initially disabled by a carrier may be enabled.

Explanation

Question 9 of 60

1

A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?

Select one of the following:

  • Refer the angry customer to a supervisor.

  • Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.

  • Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.

  • Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.

Explanation

Question 10 of 60

1

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Select one of the following:

  • Verify that the computer is working properly now.

  • Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

  • Explain that the repair technician sent to perform the service is inexperienced.

  • Put the customer on hold until a supervisor is available.

Explanation

Question 11 of 60

1

What two actions are appropriate for a support desk technician to take when assisting customers? (Choose two.)

Select one or more of the following:

  • Interrupt customers if they start to solve their own problems.

  • Comfort a customer by minimizing the customer problem.

  • Let a customer finish talking before asking additional questions.

  • If you have to put the customer on hold, ask the customer for permission.

  • As soon as you detect customer anger, pass the angry customer to the next level.

Explanation

Question 12 of 60

1

In which circumstance should a level one technician initiate an escalated work order?

Select one of the following:

  • when a customer appears to be very knowledgeable

  • when a customer demands talking to a particular technician

  • when a problem requires expertise from another technician

  • when the technician cannot understand the problem as explained by the customer

Explanation

Question 13 of 60

1

Which two interface types make it possible to attach different external components to laptops and desktops without powering the computer off? (Choose two.)

Select one or more of the following:

  • PS/2

  • FireWire

  • PCI

  • PCIe

  • USB

Explanation

Question 14 of 60

1

Which motherboard feature controls the amount of data that a CPU transfers at one time?

Select one of the following:

  • pin grid array

  • front side bus

  • MMX instructions

  • read-only memory

Explanation

Question 15 of 60

1

What laptop component converts DC power to AC so that the display can illuminate?

Select one of the following:

  • inverter

  • backlight

  • CCFL

  • battery

  • motherboard

Explanation

Question 16 of 60

1

A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the technician take before installing the headset? (Choose two.)

Select one or more of the following:

  • Remove the battery.

  • Disconnect AC power.

  • Enable Bluetooth in BIOS Setup.

  • Ensure that the antistatic wrist strap is attached to a nonpainted portion of the laptop.

  • Ensure that the laptop Bluetooth switch is enabled.

Explanation

Question 17 of 60

1

Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable?

Select one of the following:

  • The limited bandwidth of coaxial cable makes it better than twisted-pair cable for LAN installations.

  • Coaxial cable is less expensive than twisted-pair cable.

  • Coaxial cable is physically more difficult to install than UTP cable.

  • Because it contains a single copper conductor, coaxial cable is easier to troubleshoot than twisted-pair cable.

Explanation

Question 18 of 60

1

How is DSL able to carry telephone and data signals at the same time?

Select one of the following:

  • Each signal uses a different frequency.

  • Each connection is dialed separately.

  • DSL uses low frequency transmissions.

  • DSL uses digital signals to carry both the telephone and data traffic.

Explanation

Question 19 of 60

1

A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

Select one of the following:

  • everything that was done to try to solve the problem

  • only the solution, because this solved the problem

  • only the failed attempts, so that future technicians will know what not to try

  • a description of the problem and solution

Explanation

Question 20 of 60

1

A user wants to upgrade components in a laptop to improve performance. Which two components can be replaced by the user? (Choose two.)

Select one or more of the following:

  • RAM

  • battery

  • motherboard

  • CPU

  • LCD display

Explanation

Question 21 of 60

1

What are two operating systems that are found on mobile devices? (Choose two.)

Select one or more of the following:

  • Android

  • iOS

  • Google

  • Apple

  • MobileOS

Explanation

Question 22 of 60

1

A technician is attempting to create virtual machines on a PC but wants to ensure that the physical system resources used by the virtual machines are directly managed by them and not by the host operating system. How can the technician accomplish this?

Select one of the following:

  • Set up the virtual machines using a native hypervisor.

  • Set up the virtual machines using a hosted hypervisor.

  • Set up the virtual machines as Windows Virtual PCs

  • Limit the amount of paged RAM.

  • Disable hyperthreading in the BIOS.

Explanation

Question 23 of 60

1

Which feature of a mobile device touchscreen will allow a user to zoom in displayed items such as maps and photographs?

Select one of the following:

  • long touch

  • double touch

  • pinch

  • slide

Explanation

Question 24 of 60

1

A user downloads a widget onto his Android phone but is puzzled to see that when the widget is touched an app is launched. What is a possible cause?

Select one of the following:

  • The user has downloaded a virus.

  • The widget is corrupt.

  • The security settings of the Android OS have been compromised.

  • The widget is associated with the app and this is the normal behavior.

Explanation

Question 25 of 60

1

A user updates a device driver and reboots the system. When the user successfully logs in after the reboot, the OS displays a blue screen and crashes. The user presses the F8 key on reboot and tries to log in using the Last Known Good Configuration but gets the same result. Why will the Last Known Good Configuration not work?

Select one of the following:

  • The Last Known Good Configuration is overwritten with the current one on successful login.

  • The boot.ini file is corrupt.

  • The user failed to run chkdsk prior to logging in.

  • The user failed to save the CMOS settings on reboot.

Explanation

Question 26 of 60

1

Which file is used to detect and build information about the hardware devices installed on a Windows XP laptop during the boot process?

Select one of the following:

  • NTDETECT.COM

  • NTLDR

  • NTOSKRNL.EXE

  • BOOT.INI

Explanation

Question 27 of 60

1

A technician uses the shrink volume feature of the disk management utility and splits the partition. What must the technician do next in order to make the partition useable?

Select one of the following:

  • Partition the unallocated space.

  • Format the existing partition.

  • Delete all partitions and reinitialize the disk.

  • Covert the unallocated space into a dynamic disk.

Explanation

Question 28 of 60

1

A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

Select one of the following:

  • Replace the CMOS battery.

  • Launch Device Manager to discover new hardware.

  • Reset the BIOS using the CMOS jumper.

  • Start the computer with the last known good configuration.

Explanation

Question 29 of 60

1

A technician is troubleshooting a computer that fails to print. The technician suspects that the printer driver may be outdated, proceeds to download the latest driver, and installs it. The technician attempts to print, but the problem persists. What is the next action that the technician should take?

Select one of the following:

  • Develop a new theory.

  • Test the theory.

  • Establish a plan of action.

  • Identify the problem.

Explanation

Question 30 of 60

1

A user reports that some printing jobs are not being printed. The technician checks and notices that the jobs are stuck in the printing queue. What action should the technician take to solve the problem?

Select one of the following:

  • Cancel the job that displays the error that is preventing the other jobs from being printed.

  • Reinstall the printer driver.

  • Unplug the data cable from the printer and plug it in again.

  • Plug the printer to a voltage regulator.

Explanation

Question 31 of 60

1

A technician is troubleshooting a printer that fails to print because of constant paper jams. What should the technician try first?

Select one of the following:

  • Clean the printer.

  • Secure printer cables.

  • Configure the printer port.

  • Check for bent pins on the printer cable.

Explanation

Question 32 of 60

1

A technician is planning an operating system upgrade for a user system that is currently running Windows Vista. Because the BitLocker feature embedded in the Windows Vista OS is required, there is a request that this feature be available when the new operating system is installed. Which version or versions of Windows 7 would support this feature?

Select one of the following:

  • Windows 7 Ultimate

  • Windows 7 Ultimate and Professional

  • Windows 7 Ultimate and Professional and Home Premium

  • Windows 7 Ultimate and Professional and Home Premium and Starter

Explanation

Question 33 of 60

1

What does %USERPROFILE% represent in the pathC:Users%USERPROFILE%AppDataLocalTemp?

Select one of the following:

  • the location of the Documents folder of a particular user

  • an environment variable that is set by the operating system

  • a variable set by the administrator for each user of the system

  • a fixed value that represents the level of access of a user to system files

Explanation

Question 34 of 60

1

A company has a preventive maintenance policy that requires every computer have a new restore point created every six months. How can a technician create the restore point?

Select one of the following:

  • From the CLI enter the command restore /cn.

  • Choose Start > Control Panel > Accessories > System Tools > System Restore > Create a restore point.

  • Choose Start > All Programs > Accessories > System Tools > System Restore > Create a restore point.

  • Right-click My Computer and then choose Properties > Restore > Create Restore Point.

Explanation

Question 35 of 60

1

A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirements?

Select one of the following:

  • 1 primary, 3 active, 1 extended, 2 logical

  • 2 logical, 2 active, 3 extended

  • 2 primary, 1 active, 1 extended, 3 logical

  • 3 primary, 1 active, 2 extended

Explanation

Question 36 of 60

1

A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file?

Select one of the following:

  • Defrag

  • Chkdsk

  • Msconfig

  • Regedit

Explanation

Question 37 of 60

1

Which two-factor identification method requires a user to use a small radio transmitting device and then enter a password in order for the authentication to be accepted?

Select one of the following:

  • smart key

  • biometric reader

  • electronic key card

  • key fob

Explanation

Question 38 of 60

1

The corporate security policy states that all remote connections use only secure tunnels for data communications. Which encryption technique secures data traveling across the public Internet as if it were traveling across the corporate LAN?

Select one of the following:

  • MD5

  • VPN

  • WEP

  • WPA

Explanation

Question 39 of 60

1

What type of security attack is being launched when a hacker calls a company to obtain computer login information and pretends to be an employee?

Select one of the following:

  • spyware

  • phishing

  • adware

  • Trojan

  • social engineering

Explanation

Question 40 of 60

1

What best describes the security threat of spoofing?

Select one of the following:

  • making data appear to come from a source that is not the actual source

  • sending abnormally large amounts of data to a remote server to prevent user access to the server services

  • intercepting traffic between two hosts or inserting false information into traffic between two hosts

  • sending bulk email to individuals, lists, or domains with the intention to prevent users from accessing email

Explanation

Question 41 of 60

1

Which three attributes of NTFS make it a better file system than FAT32? (Choose three.)

Select one or more of the following:

  • file and folder permission options

  • file size per volume of 4.17 million

  • journaling

  • large cluster size

  • encryption at the file and folder level

  • maximum individual file size of 4 GB

Explanation

Question 42 of 60

1

Which open standards-based wireless security mode supports the highest level of security?

Select one of the following:

  • WEP

  • WPA2

  • WPA

  • LEAP

Explanation

Question 43 of 60

1

After logging into a computer, a user can view files but is unable to download the files. What action can the administrator take to allow the user to download the files while preventing deletion of the files?

Select one of the following:

  • Set the folder permissions to Read.

  • Set the file permissions to Modify.

  • Set the file permissions to Full Control

  • Set the file permissions to Read and Execute.

Explanation

Question 44 of 60

1

A technician is servicing a laser printer. Which two printer parts should the technician avoid touching because they retain large amounts of voltage even when disconnected from a power source?

Select one or more of the following:

  • conditioning roller

  • toner cartridge

  • corona wire

  • printer head

  • paper tray

Explanation

Question 45 of 60

1

A wireless LAN is being deployed inside the new one room office that is occupied by the park ranger. The office is located at the highest part of the national park. After network testing is complete, the technicians report that the wireless LAN signal is occasionally affected by some type of interference. What are two possible causes of the signal distortion? (Choose two.)

Select one or more of the following:

  • the microwave oven

  • the large number of trees that surround the office

  • the cellular phones that are used by the employees

  • the elevated location where the wireless LAN was installed

  • the number of wireless devices that are used in the wireless LAN

Explanation

Question 46 of 60

1

A technician is to document the current configurations of all network devices in a college, including those in off-site buildings. Which protocol would be best to use to securely access the network devices?

Select one of the following:

  • FTP

  • HTTP

  • SSH

  • Telnet

Explanation

Question 47 of 60

1

A computer can access devices on the same network but cannot access devices on other networks. What is the probable cause of this problem?

Select one of the following:

  • The cable is not connected properly to the NIC.

  • The computer has an invalid IP address.

  • The computer has an incorrect subnet mask.

  • The computer has an invalid default gateway address.

Explanation

Question 48 of 60

1

What is the reason for disabling SSID broadcasting and changing the default SSID on a wireless access point?

Select one of the following:

  • Anyone with the default SSID can gain access to the access point and change the configuration.

  • Disabling SSID broadcasting frees up radio frequency bandwidth and increases the data throughput of the access point.

  • The access point stops broadcasting its own MAC address, thus preventing unauthorized wireless clients from connecting to the network.

  • Wireless clients must then have the SSID manually configured to connect to the wireless network.

Explanation

Question 49 of 60

1

After confirming the removal of a virus from a computer, how should the technician ensure and verify the full functionality of the system?

Select one of the following:

  • Check for the latest OS patches and updates.

  • Document the problem and the procedures performed to solve it.

  • Talk with the user to determine the cause of the problem.

  • Gather information from a number of sources to clearly identify the problem.

Explanation

Question 50 of 60

1

Rogue antivirus warning windows have been reported as appearing on computers in a company. The computer systems administrator is drafting a notice to all employees explaining how to deal with this problem. In addition to a description of the problem and the reporting procedure, which two instructions should also be included in the notice? (Choose two.)

Select one or more of the following:

  • Do not click anywhere in the warning window.

  • If the window has to be closed, then press Alt + F4.

  • Close the window by clicking the cross in the top right corner.

  • Click the Cancel button in the window to close the window.

  • Update the antimalware software on the computer.

Explanation

Question 51 of 60

1

An audit reveals company files that are stored in the personal server space of a former employee have been modified after the employee left the company. What should be done to prevent further unauthorized access to these files, while still allowing the company to use them?

Select one of the following:

  • Disable the account of the former employee.

  • Delete the account of the former employee.

  • Delete the files from the server.

  • Change the account to a Guest account.

Explanation

Question 52 of 60

1

A technician is explaining the differences between inkjet printers and laser printers to a customer. Which two comparisons should the technician make? (Choose two.)

Select one or more of the following:

  • Inkjet printers are less expensive as an initial purchase than laser printers.

  • A laser printer is significantly slower than an inkjet printer.

  • Both laser and inkjet printers produce poor quality images.

  • The laser printer output is dry after printing, but an inkjet printer may still have wet ink on the paper after printing.

  • Inkjet printers use plain paper to make economical prints, but laser printers require more expensive thermal paper.

Explanation

Question 53 of 60

1

Which two procedures should be done before performing preventive maintenance on a laptop? (Choose two.)

Select one or more of the following:

  • Attach any devices that are normally used as part of daily operations.

  • Verify that all drivers are current.

  • Ensure the BIOS is the latest version.

  • Disconnect the AC adapter.

  • Remove the battery.

  • Ensure the latest operating system updates have been applied.

Explanation

Question 54 of 60

1

In what circumstance would plenum-rated twisted-pair computer network cabling be required?

Select one of the following:

  • when the required cable run is more than 330 feet in length

  • when the cable run must be installed inside a ceiling

  • when the cable run connects to the MDF

  • when the cabling is installed at a punchdown block in a wiring closet

Explanation

Question 55 of 60

1

Which three actions should be part of a regular computer preventive maintenance plan? (Choose three.)

Select one or more of the following:

  • removing dust from fan intakes, the power supply, and peripherals

  • installing appropriate security updates

  • removing unused or unwanted programs

  • changing browser settings

  • deleting old email

  • installing more RAM in the machine

Explanation

Question 56 of 60

1

Which feature is characteristic of the ntbackup command?

Select one of the following:

  • It can be executed from a batch file.

  • It can be used to restore files.

  • It is used to create a copy of the registry.

  • It is used to create restore points.

Explanation

Question 57 of 60

1

What are the four layers in the TCP/IP reference model?

Select one of the following:

  • HTTP, TCP, IP, Ethernet

  • TCP, IP, Ethernet, IEEE

  • application, transport, internet, network access

  • application, presentation, session, transport

  • physical, data link, network, transport

Explanation

Question 58 of 60

1

After the administrator manually configures the correct SSID on a new laptop, the computer is still unable to connect to the wireless LAN. Which additional action should the administrator take to resolve this problem?

Select one of the following:

  • Modify the group account of the user to include all file permissions.

  • Reboot the wireless access point.

  • Rename the laptop and reset the user password on the network.

  • Verify that the MAC address for the laptop is in the MAC address filter table.

Explanation

Question 59 of 60

1

The current IP configuration of a small company is done manually and is time-consuming. Because of increased network growth, a technician needs a simpler way for IP configuration of workstations. Which service would simplify the workstation IP configuration task?

Select one of the following:

  • APIPA

  • DHCP

  • DIPS

  • ICMP

Explanation

Question 60 of 60

1

What is a typical task performed by a level one technician in a call center?

Select one of the following:

  • gathering information when a customer calls for help

  • solving the problem that might require opening up the computer case

  • using remote access software to troubleshoot the customer computer

  • picking up an escalated work order and calling the customer for further information

Explanation

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