An IT manager receives a call from a user who states a technician completed work on a department laptop within the last week. The user indicates the technician tried to explain the issue with the laptop, but the user was unable to understand because the technician used a lot acronyms. Additionally, the user claims the technician spoke too quickly when explaining the issue and seemed preoccupied with a cell phone. The IT manager wants to address an email to the IT department to ensure the user's complaints are conveyed to the team.
Which of the following should the IT manager recommend in the email to the team? (Select TWO).
A. Technicians should avoid using technical jargon when speaking to users.
B. Technicians should avoid trying to explain complex issues to users.
C. Technicians should avoid speaking to users who have complex issues.
D. Technicians should avoid setting an expectation for project completion in front of the user.
E. Technicians should avoid distractions when speaking with users.
F. Technicians should avoid working in front of users.
The Chief Information Security Officer (CISO) wants to ensure the company is prepared in case of a ransomware attack. The CISO has requested network vulnerability scans, firewall audits, and ACL logs. Which of the following should the CISO also request?
A. Audits of the cloud storage platform
B. Tests of the data backups
C. Physical penetration tests
D. NIDS signature updates
A business unit wants to upgrade the current version of its loan processing software. A manager is putting together a change management request and gathering information on the software
Which of the following would be MOST important during this phase of the request process?
A. Back-out plan
B. End-user acceptance
C. Risk analysis
D. Test plan
Following instructions from the help desk, a company employee turns off a workstation that has a suspected ransomware infection. A technician is dispatched later to investigate the workstation
Which of the following should the technician perform FIRST?
A. Disconnect the network cable.
B. Disable System Restore
C. Boot into safe mode
D. Update the antivirus software.
E. Recover from a restore point
Which of the following operating systems has mandatory update installation built in?
A. Windows 7
B. Windows 8
C. Windows 8.1
D. Windows 10
A technician needs to view hidden files. Which of the following Control Panel utilities would be used for this purpose?
A. Credential Manager
B. BitLocker
C. System
D. Folder Options
A company is upgrading the desktops of all its employees. Users in the multimedia department would like to keep the RAM from their current desktops to upgrade their new devices. Following change management best practices, which of the following actions should a technician perform NEXT?
A. Report the request to the board
B. Document the change in the project notes.
C. Consult the back-out plan for guidance.
D. Perform the RAM upgrade as requested
A technician installed a new video card into a computer but did not connect the second monitor. When the technician boots the computer, it shows a blue screen during boot and automatically restarts.
The technician is able to boot into safe mode successfully.
Which of the following would MOST likely resolve the issue?
A. Install the second monitor.
B. Replace the video card
C. Install updated video drivers.
D. Disable the antivirus.
A technician was alerted by IT security of a potentially infected desktop, which is at a remote location The technician will arrive on site after one hour Which of the following steps should be performed prior to traveling to prevent further infection'' (Select TWO).
A. Start system updates.
B. Backup PC data
C. Run antivirus
D. Install the firewall.
E. Turn off System Restore
F. Install a keylogger
A new policy requires all users to log on to their corporate workstations using smart card authentication. Which of the following best practices should be implemented to further secure access to workstations?
A. Data encryption
B. Screen lock timeouts
C. Required screensavers
D. Strong passwords
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