Joe, a technician, arrives onsite at a customer's home. Upon entering the home, Joe notices an unpleasant odor. In response to this, Joe pinches his nose and holds his breath. After Joe leaves, the customer reports the behavior to Joe's supervisor. The supervisor decides the issue must be addressed. Which of the following topics would the supervisor be MOST likely to cover?

A. Maintaining good communications with the customer

B. Maintaining good personal hygiene

C. Avoiding being judgmental

D. Avoid dismissing the customer's problems

A user reports browsing the Internet is slow and an icon with a picture of a person with a headset keeps asking them to "click here for help." The user has clicked on the icon to try to resolve the slowness but all that happens is the computer redirects them to a website to purchase software. Which of the following should be performed FIRST to resolve the issue?

A. Create a restore point

B. Run O/S updates

C. Train the user of malicious software

D. Identify the type of malware

A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

A. close any items of a personal nature.

B. reboot the computer and log back in.

C. capture a screen-shot of the error message.

D. take steps to reproduce the error.

Which of the following can be achieved with Group Policy to help with workstation security measures?

A. BitLocker password

B. Complexity requirements

C. BIOS password

D. Wake on LAN

In a SOHO wireless network, which of the following prevents unauthorized users from accessing confidential data?

A. Reduce broadcast power

B. Change SSID name

C. Set encryption

D. Enable MAC filtering

A technician is tasked with upgrading a network card on a Windows 7 Professional PC. The technician installs the network card, loads Windows XP drivers that came with the network card, and reboots the PC. Upon rebooting, the computer blue screens and the technician cannot get the computer to boot up properly. Which of the following should the technician perform to resolve this issue without any data loss? (Select TWO).

A. Remove network drivers

B. Install Windows XP Service Pack 3

C. Reinstall Windows 7 Professional

D. Install Windows 7 Service Pack 1

E. Boot up in safe mode

Which of the following allows a user to pinch zoom on an Android device?

A. Accelerometer

B. Micro USB port

C. Multi-touch

D. A trackball

A user reports that the desktop PC shuts down 10 minutes after turning it on in the morning. When the technician moves the PC, it sounds like there are loose parts sliding around in the case. Which of the following is the MOST likely explanation for the PC shutting down?

A. The CMOS battery is bad.

B. A memory module has become unseated.

C. The heat sink retaining clip has broken loose.

D. The hard drive cable has become unseated.

A small business owner wants to prevent employees from disconnecting company computers from the network jacks and connecting their personal computers. Which of the following must a technician implement to ensure only company authorized computers will be given access when connected to the office network jacks?

A. MAC filtering

B. Disable unused ports

C. Static IP addresses

D. Use computer cable locks

A user regularly calls and states that they have a computer with possibly corrupt system files and wants to know how to repair them. Which of the following utilities would resolve the problem?

A. ASR

B. FIXMBR

C. SFC

D. MSCONFIG