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5-39. You're moving the video adapter from one computer to another computer in a different building. What would be the best way to transport the video card between buildings? A. An anti-static bag and a padded box or folder B. A box with styrofoam peanuts C. An intra-office envelope D. A box packed with shredded paper E. A roll of bubble wrap
Answer: A. An anti-static bag and a padded box or folder Our electronic devices are always susceptible to electrostatic discharge, so it's especially important to protect our components when they're outside of the computer case. Using an anti-static bag can help minimize the occurrence of ESD during transportation.
5-28. You've diagnosed a problem with a co-worker's laptop, and now you have to wait for a parts delivery to continue the repair. Which of the following would be the best way to proceed? A. Contact the user with the expected arrival date for the parts B. Have the parts delivered, installed, and tested before contacting the user C. Contact the user, but don't disclose any specific dates D. Contact the user after the parts have arrived E. Add another two weeks for scheduling after the parts have arrived
Answer: A. Contact the user with the expected arrival date for the parts It's useful to always set the proper expectations when working with others. One important step is to always keep everyone informed of the latest status and the estimated timeframes for each step.
5-10. Which of the following uses technology to manage the use of software? A. DRM B. EULA C. URL D. FOSS E. PII
Answer: A. DRM DRM (Digital Rights Management) uses technology to allow or disallow access to digital media.
5-27. A customer stops by your desk with his computer, and he's clearly upset over the problems that he's been having with his system. As he vents his frustrations, his voice becomes louder and higher pitched. Which of these would be the best next step? A. Empathize with their problems and let the customer know that you'll help to resolve the problem. B. Ask the customer to come back when they've calmed down. C. Take the computer and tell the customer to come back later. D. Give the customer a diagnostics disk and tell them to run it overnight.
Answer: A. Empathize with their problems and let the customer know that you'll help to resolve the problem. Ongoing computer problems can be incredibly frustrating, especially when external deadlines and additional responsibilities combine to create a stressful emotional issue. These problems are often escalated because of the lack of control that the end-user has with their technology. This means that you get to manage technology, politics, and emotion, all with one single customer visit. One of the best ways to diffuse a conflict is to join the suffering. Misery loves company, and the customer's stress level should decrease when they see that you're also emotionally invested in resolving the issue. If you empathize with the customer's situation, you'll also find that you're able to build a better relationship with the end user. If you ask the customer to come back when they've calmed down, then you're simply adding fuel to the fire. Avoiding the problem isn't going to solve the customer's issue, and it's probably going to make things worse. Even if you take the computer from them, you still don't know what the problem is or where to start troubleshooting. You have to address the problems between people before you can fix the problems with technology. Pushing the troubleshooting process onto the customer with a diagnostics disk is another delay tactic that will certainly result in additional problems. The key is to address the problem directly. Avoiding the issue or the person isn't going to solve the problem for anyone.
5-24. Which of the following is not an important communication skill? A. Increase efficiency through the use of acronyms B. Avoid interrupting customer conversations C. Clarify customer statements D. Avoid jargon
Answer: A. Increase efficiency through the use of acronyms Although it's useful to use TLAs (Three Letter Acronyms) between professionals, using these vague abbreviations with customers will usually bring confusion and frustration. Keep the lines of communication open with phrases and comments that everyone will understand.
5-8. The inside of a computer can be a dangerous place. Which one of these safety tips do not apply when working inside of a computer? A. Keep the power cord plugged into the wall to ground against static discharges B. Be gentle with the internal components to avoid knocking any cables loose C. Don't directly touch any of the sensitive components D. Avoid contact with moving parts
Answer: A. Keep the power cord plugged into the wall to ground against static discharges At first glance, this answer sounds perfectly reasonable. After all, static electricity is a bad, evil thing for computers. Of course, electrical discharge is an evil thing to YOU. A common misconception is that you need to be connected to an electrical ground to prevent static discharge. Also, today's motherboards constantly provide for instant-on; there's always a potential for electrical discharge if you come in contact with components inside of your computer system. ALWAYS UNPLUG THE COMPUTER. Cables inside of a computer weren't designed for a lot of jostling. Before putting the cover back on, it's a good idea to check all of your connectors and make sure you didn't inadvertently disconnect any components. Silicon-based components are allergic to you. You not only subject the components to static electric discharges, you also leave oil and dust in your wake. Only touch what you need to touch, and then try not to directly contact the components on the circuit boards. The fans inside of a computer spin very quickly. There's a reason that computer technicians don't wear ties.
5-1. You've been assigned a support ticket that very urgently requests a laptop repair, but there are already many open support tickets ahead of this request. You also don't recognize the name associated with the ticket. Which of these choices would be the best path to take? A. Place the ticket into the queue as first-come, first-served B. Contact the end-user and determine the urgency of the repair C. Triage the queue and prioritize the tickets in order of repair complexity. The easiest problems should be addressed first. D. Prioritize the support tickets by device type. Desktops have priority, followed by laptops and then mobile devices.
Answer: B. Contact the end-user and determine the urgency of the repair The priority decision for support should consider the situation, and an urgent ticket without context makes it difficult to decide which repair jobs should go first. If you contact the user, you can determine how time sensitive the problem might be, and you can then prioritize or resolve the problem to the benefit of the organization.
5-4. What is the last step when performing any system troubleshooting? A. Establish a plan of action B. Document your findings C. Verify full system functionality D. Identify the problem E. Test the theory
Answer: B. Document your findings Perhaps the most important step of any system troubleshooting process is the documentation of your findings. Having a written record of your issues and the resolution will be very valuable later!
5-17. Which of these should not be used with an electrical fire? A. FM-200 B. Foam C. Carbon dioxide D. Dry chemical
Answer: B. Foam You should avoid using water or foam when battling an electrical fire.
5-32. While working at a customer's desk, your mobile phone begins to ring. What is your most appropriate response? A. Take the call and address the caller's requests before continuing B. Send the call to voice mail and apologize for the interruption C. Take the call and ask the caller if you can return their call later D. Politely excuse yourself and step out to take the call
Answer: B. Send the call to voice mail and apologize for the interruption If you're sitting at a customer's desk with an active problem, your attention should be focused completely on the customer. People who call your mobile phone and get voice mail understand that you may not be available 24 hours a day.
5-37. Which of these would be describe an EULA? A. The source code for the application is freely available B. The terms of software use are documented C. The use of software is managed and controlled through technology D. Software will only operate for a certain amount of time E. The software will stop working after an evaluation period
Answer: B. The terms of software use are documented The EULA (End User License Agreement) is the legal agreement that defines how the software can be used.
5-12. Which of these are best practices for minimizing ESD? Pick two. A. Always use a power cable that includes a ground connection B. Use an anti-static pad when working with electronic components C. Avoid using any gloves when working inside of a computer D. Store electronic components in anti-static bags E. Use non-magnetic tools designed for computer systems
Answer: B. Use an anti-static pad when working with electronic components and D. Store electronic components in anti-static bags Electrostatic discharge can damage electronic components, so it's useful to use an anti-static pad and store components in anti-static bags. The ground connection of a computer is important for preventing electrical shock, but a computer's power should not be connected when you're working inside the system. Wearing gloves doesn't prevent ESD, and the magnetic properties of tools do not have any effect on ESD.
5-38. Which of these surge suppressor let-through ratings is the best? A. 400 volts B. 600 volts C. 330 volts D. 500 volts E. 700 volts
Answer: C. 330 volts The let-through voltage specifies the point that a surge suppressor will begin diverting a spike of power away from your equipment. The lower let-through voltage is always better.
5-23. Which of these would be the best cleaner to use on LCD displays? A. Isopropyl alcohol B. Compressed air C. A damp cloth D. Computer vacuum cleaner
Answer: C. A damp cloth As the name implies, an LCD contains liquid crystals and is very sensitive to harsh chemicals. For the best (and safest) cleaning, use a cloth that's dampened with water. Chemicals on an LCD screen are quite harsh. For best results, keep your alcohol and other cleaning agents away from the LCD screen. Although an air blower would remove large pieces of dust from an LCD screen, it won't work well enough to completely clean the display. A vacuum cleaner is worse than an air blower since a vacuum cleaner can't avoid some direct contact with the display. An LCD screen is very fragile, so you want to avoid using any cleaning devices that might damage the display.
5-3. You've been asked to work on an urgent computer repair while the user is at lunch. When you arrive, you notice paperwork on the desk that may contain private information about your customers. Which of these would be the best next step? A. Complete the repair as quickly as possible B. Move the papers somewhere out of sight C. Ask an associate in the department for some assistance D. Leave without repairing the computer
Answer: C. Ask an associate in the department for some assistance The materials on the user's desk may seem sensitive, so someone else in the department should be able to move the documents or confirm that the information is not sensitive. This would make sure that someone else in the area was aware of the documents, and they'll also know that the documents were not seen during the repair. Since the repair was urgent, this would allow you to complete the job while maintaining the security of the information.
5-5. One of your customers has dropped off their laptop at your repair desk. A message taped to the laptop states: "Doesn't work." Which of these would be the best next step? A. Start the laptop and look for any issues B. Replace the power adapter and try booting the laptop C. Call the customer and ask for more information about the problem D. Use your diagnostics boot CD to run a full set of hardware tests
Answer: C. Call the customer and ask for more information about the problem If you're going into a problem without all of the information, then you're going to have a difficult time when troubleshooting. Even if you start the laptop, you won't be sure if the problems you find are really the problems the customer is experiencing. Even worse, you might not find any problems at all! Instead of guessing a power issue or hardware failure, it's always best to ask the end user what they're seeing and what would make them happy.
5-22. Which of these software licenses is most often associated with annual renewals? A. Personal license B. FOSS C. Enterprise license D. EULA E. Home license
Answer: C. Enterprise license It's common for a company to purchase software with an enterprise license that must be renewed annually. At home, we commonly license software perpetually, where a one-time cost is the only purchase requirement.
5-31. What is the purpose of a chain of custody? A. It proves who owns the item in custody B. It shows that the item was operational when it was taken into custody C. It maintains the integrity of the item in custody D. It allows you to recreate the item in custody
Answer: C. It maintains the integrity of the item in custody A chain of custody documents everyone who contacts the evidence and confirms that the evidence was not modified.
5-34. You're working on the installation of a new application at an end-users desk, and the user has stepped away for a few minutes. The user left their mobile phone on their desk, and it has started to ring. What should you do? A. Answer the phone and take a message. B. Write down the name and number of the incoming call. C. Let the phone ring through to voicemail. When the end-user returns, let them know their phone was ringing. D. Ignore the telephone and pretend that nothing ever happened.
Answer: C. Let the phone ring through to voicemail. When the end-user returns, let them know their phone was ringing. When working at another person's workspace, you must be especially sensitive to their personal belongings. Try not to bother anything on their desk, especially telephones. There's no expectation that you become their personal assistant while at their desk, and most people will appreciate a level of decorum and privacy towards their workspace. It's also polite to inform them of anything that might have happened in their absence, especially since you're monopolizing their workspace for a short time period.
5-21. You have a number of old computers and laptops that are too old to repair, so you've decided to dispose of everything. What source of information can provide you with the details about the disposal process? A. Wikipedia B. Federal Communication Commission Rules and Regulations C. Material Safety Data Sheets D. Computer reseller web site
Answer: C. Material Safety Data Sheets The United States Department of Labor, Occupational Safety and Health Administration (OSHA) requires documentation for all hazardous materials. The MSDS provides detailed safety and disposal information for batteries, display devices, chemical solvents, toner, ink, and much more.
5-19. Why is the use of a wrist strap or floor mat important when working with computer components? A. Modern personal computers require a constant ground point to prevent data loss B. Protects against electrocution during the maintenance process C. Normalizes the electrical potential between the technician and the components, minimizing the chances of static electricity discharge D. The use of a grounding strap is a myth. Ground straps provide no practical use
Answer: C. Normalizes the electrical potential between the technician and the components, minimizing the chances of static electricity discharge When you're working with electronics, the components are very sensitive to static electricity. By connecting yourself and your electronics to a common ground point, you lower the chance that the static electricity will move between you and the electronics and cause damage.
5-25. The inside of your computer is very dusty, and you've decided to clean the inside of the computer case. What is the first thing you should do? A. Attach an anti-static strap to the computer case B. Remove the computer case screws C. Power off the computer and disconnect the power source D. Power off the computer, but keep the power source connected to provide an electrical ground
Answer: C. Power off the computer and disconnect the power source When working around electrically powered devices, one of the most important safety considerations is to completely power down the systems and remove the connection to the power source. Although it's important to take anti-static precautions when working inside of a computer, your personal safety should be the first thing you should consider. The case screws can be removed after all power sources have been disconnected. It's not necessary to have an electrical ground to protect against static electricity damage. If you're connected to power, there's always a risk of electrocution. Always disconnect that power cord!
5-36. In which of these situations would you use an MSDS? A. Defragment your hard drive B. Create a BitLocker partition C. Replace your CRT monitor with an LCD monitor D. Upgrade your operating system
Answer: C. Replace your CRT monitor with an LCD monitor The Material Safety Data Sheet provides safety information about your computer components, including instructions for safely disposing of old components like CRT monitors.
5-26. Which of these would be the best way to dispose of a used UPS battery? A. Add to the weekly recycling pickup B. Return to the battery manufacturer C. Send to a local hazardous waste facility D. Add to the normal garbage service E. Store in a secure area
Answer: C. Send to a local hazardous waste facility The contents of a battery are hazardous materials and are certainly not environmentally friendly. It's important to send all used batteries to your local hazardous waste facility.
5-40. Why is proper ventilation important for computer equipment? A. Electronics need oxygen to operate properly B. There needs to be a foot of open area on each side of a computer C. The equipment needs to be kept at an optimal operating temperature D. The equipment cooling fans are powered with moving air
Answer: C. The equipment needs to be kept at an optimal operating temperature Electronics tends to create a lot of heat, so it's important that enough cool air is ventilated through any area with computer equipment.
5-9. Why is it important to use a vacuum cleaner that is specifically designed for use with computer equipment? A. The vacuum includes special attachments for small crevices and spaces B. The vacuum uses less power than traditional vacuums C. The vacuum is designed to minimize the amount of static electricity discharge D. The vacuum can be powered using most desktop computer power supplies
Answer: C. The vacuum is designed to minimize the amount of static electricity discharge A large amount of moving dust can create static electricity, and using a specialized computer vacuum will minimize the buildup of static electricity and the subsequent discharge of static electricity.
5-15. Which of these would be the best choice to protect a computer from power outages? A. Surge suppressor B. Power inverter C. UPS D. Voltage selector E. Power converter
Answer: C. UPS An uninterruptible power supply (UPS) will provide backup power when the main power is no longer available.
5-2. Which of these best describes the control and integrity of evidence as it moves from person to person? A. Digital signatures B. Tamper controls C. Burden of proof D. Chain of custody
Answer: D. Chain of custody The chain of custody provides a paper trail of a piece of physical or digital evidence from the point of seizure through the final disposition of the evidence.
5-7. One of your customers has brought you a laptop that is experiencing a problem during the boot process. Which of these options would be the best path to resolve this issue? A. Have the customer explain the issue. When he provides enough information for you to understand the problem, stop him and let him know when he can return to pick up the laptop. B. Take the laptop and tell the customer to return tomorrow. C. Provide your recommendations to the customer with proper technical IT explanations. D. Have the customer explain the problem with as much detail as possible, and then repeat your understanding of the issue back to the customer for verification.
Answer: D. Have the customer explain the problem with as much detail as possible, and then repeat your understanding of the issue back to the customer for verification. The best use of your communication skills would be to avoid interrupting, avoid unnecessary jargon, and clarify the customer's statements.
5-16. Which of the following is the first step of any troubleshooting process? A. Document the findings B. Perform a test C. Implement the plan D. Identify the problem E. Establish a theory
Answer: D. Identify the problem Before any troubleshooting can begin, you must first collect information on what specific problem is occurring. You can't guess at the list of possible issues until you fully understand the problem.
5-6. What type of surge absorption ratings should you look for on a suppressor? A. Smaller joule ratings B. Larger amp ratings C. Higher let-through ratings D. Larger joule ratings E. Smaller amp ratings
Answer: D. Larger joule ratings The absorption ratings of a surge suppressor are measured in joules. The larger joule rating can absorb a larger spike of power.
5-11. Which of these would be the best method of minimizing electrostatic discharge? A. Keep all work surfaces clean B. Use non-magnetic tools C. Unplug all power sources prior to working inside of the computer D. Maintain a humidity level over 60%
Answer: D. Maintain a humidity level over 60% High humidity helps to control electrostatic discharge, although keeping a room this humid and simultaneously at a comfortable temperature may be a challenge.
5-14. One of your customers has shown up at your desk with his broken computer, and he's visibly upset and quite vocal about the problem he's having. He's also asking for a very specific repair that doesn't appear to have any relationship to his issue. What's the best way to handle this difficult situation? A. Be sure the customer understands the mistake he's making with his proposed repair B. Tell the customer you're refusing the repair until he calms down C. Refuse to make any commitments until the computer is examined D. Repeat your understanding of the issue to the customer and provide an estimate and follow-up time
Answer: D. Repeat your understanding of the issue to the customer and provide an estimate and follow-up time Computer problems can be frustrating, but you can diffuse any conflicts by remaining calm and doing what you can to solve the issue. Avoid being defensive and contradictory, and do what you can while listening to the customer vent.
5-29. Which of the following would be a common responsibility of a first responder? A. Label and catalog as much information as possible B. Calculate hashes based on digital evidence C. Take pictures of the incident scene D. Report the issue to the proper channels
Answer: D. Report the issue to the proper channels As the first one on a scene, the first responder's primary responsibility is to evaluate the situation and contact everyone who should be involved.
5-30. Which of these options should not be used to clean a motherboard? A. Remove large dust collections with a vacuum B. Use air to blow out smaller layers of dust C. Use a brush to dislodge dust D. Use a small screwdriver to dislodge dust from smaller components
Answer: D. Use a small screwdriver to dislodge dust from smaller components A motherboard contains many small components, and many of the components are only mounted onto the surface of the board. A slight bit of pressure can easily dislodge the components, and physically touching the components could potentially discharge static electricity and permanently damage the silicon.
5-35. Which of the following would be the best example of PII? A. The manufacturer of your display device B. A list of Internet providers in your area C. The speed of your Internet connection D. Your home address E. The retail cost of your computer
Answer: D. Your home address PII (Personally Identifiable Information) is generally considered to be private information that should not be shared with others. The management of PII is an important part of your organization's privacy policy.
5-20. Which of these would be most associated with a content policy? A. A schedule of normal work hours B. An organizational chart of executives C. The sign-in procedures for the data center D. The total available RAM in your computer E. A list of web sites that are blocked by default
Answer: E. A list of web sites that are blocked by default The content policy of an organization's security policy is related to what information is allowed and not allowed on the computer and network of the organization.
5-13. Which of the following would be a best practice for personal safety around computers? A. Do not wear jewelry or lanyards when working on printers B. Use cable ties or Velcro to manage cables C. Use an air mask when working inside of a laser printer D. Use lifting equipment when working with overweight items E. All of the above
Answer: E. All of the above It's important to follow some common safety best practices when working with computer equipment.
5-18. Which of the following information types would be documented during an event? A. Written information B. Operating system logs C. Disk images D. Photographs of a screen E. All of the above
Answer: E. All of the above When an incident has occurred, it's important to collect and document as much information about the event as possible.
5-33. Which of these would best describe the primary purpose of an electrical ground? A. Increase the total power available to a computer B. Minimize the number of power outages C. Provides a way to run multiple devices from the same power outlet D. Provide electrical backup E. Divert electrical faults away from people
Answer: E. Divert electrical faults away from people An electrical ground is a path for electricity to take in the case of a stray voltages. The electrical ground is the best path to the Earth, so any inadvertent power would take the path through the electrical ground instead of our bodies.