Test 220-1102

Question 1:
A user contacted the help desk to report pop-ups on a company workstation, indicating the computer has been infected with 137 viruses and payment is needed to remove them. The user thought the company-provided antivirus software would prevent this issue. The help desk ticket states that the user only receives these messages when first opening the web browser. Which of the following steps would MOST likely resolve the issue? (Choose two.)

A.
Scan the computer with the company-provided antivirus software.
B.
Install a new hard drive and clone the user's drive to it.
C.
Deploy an ad-blocking extension to the browser.
D.
Uninstall the company-provided antivirus software.
E.
Click the link in the messages to pay for virus removal.
F.
Perform a reset on the user's web browser.

Question 2:
A user has requested help setting up the fingerprint reader on a Windows 10 laptop. The laptop is equipped with a fingerprint reader and is joined to a domain.
Group Policy enables Windows Hello on all computers in the environment. Which of the following options describes how to set up Windows Hello Fingerprint for the user?

A.
Navigate to the Control Panel utility, select the Security and Maintenance submenu, select Change Security and Maintenance settings, select Windows Hello Fingerprint, and have the user place a fingerprint on the fingerprint reader repeatedly until Windows indicates setup is complete.
B.
Navigate to the Windows 10 Settings menu, select the Accounts submenu, select Sign-in options, select Windows Hello Fingerprint, and have the user place a fingerprint on the fingerprint reader repeatedly until Windows indicates setup is complete.
C.
Navigate to the Windows 10 Settings menu, select the Update & Security submenu, select Windows Security, select Windows Hello Fingerprint, and have the user place a fingerprint on the fingerprint reader repeatedly until Windows indicates setup is complete.
D.
Navigate to the Control Panel utility, select the Administrative Tools submenu, select the user account in the list, select Windows Hello Fingerprint, and have the user place a fingerprint on the fingerprint reader repeatedly until Windows indicates setup is complete.

Question 3:
A user reports that antivirus software indicates a computer is infected with viruses. The user thinks this happened while browsing the internet. The technician does not recognize the interface with which the antivirus message is presented. Which of the following is the NEXT step the technician should take?

A.
Shut down the infected computer and swap it with another computer.
B.
Investigate what the interface is and what triggered it to pop up.
C.
Proceed with initiating a full scan and removal of the viruses using the presented interface.
D.
Call the phone number displayed in the interface of the antivirus removal tool.

Question 4:
Sensitive data was leaked from a user's smartphone. A technician discovered an unapproved application was installed, and the user has full access to the device's command shell. Which of the following is the NEXT step the technician should take to find the cause of the leaked data?

A.
Restore the device to factory settings.
B.
Uninstall the unapproved application.
C.
Disable the ability to install applications from unknown sources.
D.
Ensure the device is connected to the corporate WiFi network.

Question 5:
A user reports seeing random, seemingly non-malicious advertisement notifications in the Windows 10 Action Center. The notifications indicate the advertisements are coming from a web browser. Which of the following is the BEST solution for a technician to implement?

A.
Disable the browser from sending notifications to the Action Center.
B.
Run a full antivirus scan on the computer.
C.
Disable all Action Center notifications.
D.
Move specific site notifications from Allowed to Block.

Question 6:
An organization is creating guidelines for the incorporation of generative AI solutions. In which of the following would these guidelines be published?

A.
Standard operating procedure
B.
Acceptable use policy
C.
Security protocols
D.
Data flow diagram

Question 7:
A technician needs to perform after-hours service starting at 10:00 p.m. The technician is currently 20 minutes late. The customer will also be late. Which of the following should the technician do considering proper communication techniques and professionalism?

A.
Do not notify the customer if arriving before the customer.
B.
Dismiss the customer and proceed with the after-hours work.
C.
Contact the customer if the technician is arriving late.
D.
Disclose the experience via social media

Question 8:
An administrator configured security features on company-owned mobile devices to help protect against data loss. Which of the following is the best way to protect data on a misplaced device?

A.
Remote wipe
B.
Device encryption
C.
PIN codes
D.
Locator applications

Question 9:
A user is experiencing the following issues with Bluetooth on a smartphone:

• The user cannot hear any sound from a speaker paired with the smartphone.
• The user is having issues synchronizing data from their smart watch, which is also connected via Bluetooth.

A technician checked the Bluetooth settings, confirmed it is successfully paired with a speaker, and adjusted the volume levels, but still could not hear anything. Which of the following steps should the technician take next to troubleshoot the Bluetooth issues?

A.
Restart the smartphone.
B.
Reset the network settings.
C.
Unpair the Bluetooth speaker.
D.
Check for system updates.

Question 10:
SIMULATION
-

Multiple users are reporting audio issues as well as performance issues after downloading unauthorized software. You have been dispatched to identify and resolve any issues on the network using best practice procedures.

INSTRUCTIONS
-

Quarantine and configure the appropriate device(s) so that the users’ audio issues are resolved using best practice procedures.

Multiple devices may be selected for quarantine.

Click on a host or server to configure services.

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Question 11:
A help desk technician needs to remotely access and control a customer's Windows PC by using a secure session that allows the technician the same control as the customer. Which of the following tools provides this type of access?

A.
FTP
B.
RDP
C.
SSH
D.
VNC

Question 12:
After a company installed a new SOHO router, customers were unable to access the company-hosted public website. Which of the following will MOST likely allow customers to access the website?

A.
Port forwarding
B.
Firmware updates
C.
IP filtering
D.
Content filtering

Question 13:
Which of the following wireless security features can be enabled to allow a user to use login credentials to attach to available corporate SSIDs?

A.
TACACS+
B.
Kerberos
C.
Preshared key
D.
WPA2/AES

Question 14:
A small business owner wants to install newly purchased software on all networked PCs. The network is not configured as a domain, and the owner wants to use the easiest method possible. Which of the following is the MOST efficient way for the owner to install the application?

A.
Use a network share to share the installation files.
B.
Save software to an external hard drive to install.
C.
Create an imaging USB for each PC.
D.
Install the software from the vendor's website.

Question 15:
A user receives a notification indicating the data plan on the user's corporate phone has reached its limit. The user has also noted the performance of the phone is abnormally slow. A technician discovers a third-party GPS application was installed on the phone. Which of the following is the MOST likely cause?

A.
The GPS application is installing software updates.
B.
The GPS application contains malware.
C.
The GPS application is updating its geospatial map data.
D.
The GPS application is conflicting with the built-in GPS.

Question 16:
SIMULATION
-

A user reports that after a recent software deployment to upgrade applications, the user can no longer use the Testing program. However, other employees can successfully use the Testing program.

INSTRUCTIONS
-

Review the information in each tab to verify the results of the deployment and resolve any issues discovered by selecting the:

• Index number of the Event Viewer issue
• First command to resolve the issue
• Second command to resolve the issue

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Question 17:
When a user calls in to report an issue, a technician submits a ticket on the user's behalf. Which of the following practices should the technician use to make sure the ticket is associated with the correct user?

A.
Have the user provide a callback phone number to be added to the ticket.
B.
Assign the ticket to the department's power user.
C.
Register the ticket with a unique user identifier.
D.
Provide the user with a unique ticket number that can be referenced on subsequent calls.

Question 18:
A technician downloaded a software program to a network share. When the technician attempts to copy the program to the Windows tablet for installation, the technician receives an error. Which of the following is the best procedure for the technician to use to complete the assignment?

A.
Copy the program file to a USB drive and install.
B.
Burn the program file to a CD and install.
C.
Format the HDD and then do the installation.
D.
Replace the HDD and then do the installation

Question 19:
A user connected an external hard drive but is unable to see it as a destination to save files. Which of the following tools will allow the drive to be formatted?

A.
Disk Management
B.
Device Manager
C.
Disk Cleanup
D.
Disk Defragmenter

Question 20:
A user is unable to access files on a work PC after opening a text document. The text document was labeled “URGENT PLEASE READ.txt - In active folder, .txt file titled urgent please read”. Which of the following should a support technician do FIRST?

A.
Quarantine the host in the antivirus system.
B.
Run antivirus scan for malicious software.
C.
Investigate how malicious software was installed.
D.
Reimage the computer.

Question 21:
Which of the following is the most likely to use NTFS as the native filesystem?

A.
macOS
B.
Linux
C.
Windows
D.
Android

Question 22:
A customer reported that a home PC with Windows 10 installed in the default configuration is having issues loading applications after a reboot occurred in the middle of the night. Which of the following is the FIRST step in troubleshooting?

A.
Install alternate open-source software in place of the applications with issues.
B.
Run both CPU and memory tests to ensure that all hardware functionality is normal.
C.
Check for any installed patches and roll them back one at a time until the issue is resolved.
D.
Reformat the hard drive, and then reinstall the newest Windows 10 release and all applications.

Question 23:
A corporate smartphone was stored for five months after setup. During this time, the company did not have any system updates. When the phone is turned on, an application runs, but it crashes intermittently. Which of the following should a technician do next?

A.
Restart the phone.
B.
Reimage the OS.
C.
Reinstall the application.
D.
Clear the cache.

Question 24:
A remote user's smartphone is performing very slowly. The user notices that the performance improves slightly after rebooting but then reverts back to performing slowly. The user also notices that the phone does not get any faster after connecting to the company's corporate guest network. A technician sees that the phone has a large number of applications installed on it. Which of the following is the most likely cause of the issue?

A.
The user is in a poor signal area.
B.
The user has too many processes running.
C.
The smartphone has malware on it.
D.
The smartphone has been jailbroken.

Question 25:
A new spam gateway was recently deployed at a small business. However, users still occasionally receive spam. The management team is concerned that users will open the messages and potentially infect the network systems. Which of the following is the most effective method for dealing with this issue?

A.
Adjusting the spam gateway
B.
Updating firmware for the spam appliance
C.
Adjusting AV settings
D.
Providing user training

Question 26:
A user installed a new computer game. Upon starting the game, the user notices the frame rates are low. Which of the following should the user upgrade to resolve the issue?

A.
Hard drive
B.
Graphics card
C.
Random-access memory
D.
Monitor

Question 27:
A user reports a PC is running slowly. The technician suspects high disk I/O. Which of the following should the technician perform NEXT?

A.
resmon.exe
B.
msconfig.exe
C.
dfrgui.exe
D.
msinfo32.exe

Question 28:
Which of the following editions of Windows 10 requires reactivation every 180 days?

A.
Enterprise
B.
Pro for Workstation
C.
Home
D.
Pro

Question 29:
A systems administrator is setting up a Windows computer for a new user. Corporate policy requires a least privilege environment. The user will need to access advanced features and configuration settings for several applications. Which of the following BEST describes the account access level the user will need?

A.
Power user account
B.
Standard account
C.
Guest account
D.
Administrator account

Question 30:
An IT services company that supports a large government contract replaced the Ethernet cards on several hundred desktop machines to comply with regulatory requirements. Which of the following disposal methods for the non-compliant cards is the most environmentally friendly?

A.
Incineration
B.
Resale
C.
Physical destruction
D.
Dumpster for recycling plastics

Question 31:
DRAG DROP
-

A customer recently experienced a power outage at a SOHO. The customer does not think the components are connected properly. A print job continued running for several minutes after the power failed, but the customer was not able to interact with the computer.

Once the UPS stopped beeping, all functioning devices also turned off.

In case of a future power failure, the customer wants to have the most time available to save cloud documents and shut down the computer without losing any data.

INSTRUCTIONS
-

Based on the customer's requirements, connect the customer's devices to the proper outlets. Select the power source for the Surge Protector and UPS. This may require reselecting dropdowns or removing tokens.

Each token may only be used once.

If at any time you would like to bring back the initial state of the simulation, please click the Reset All button.

Question 32:
A company is recycling old hard drives and wants to quickly reprovision the drives for reuse. Which of the following data destruction methods should the company use?

A.
Degaussing
B.
Standard formatting
C.
Low-level wiping
D.
Deleting

Question 33:
A technician is upgrading the backup system for documents at a high-volume law firm. The current backup system can retain no more than three versions of full backups before failing. The law firm is not concerned about restore times but asks the technician to retain more versions when possible. Which of the following backup methods should the technician MOST likely implement?

A.
Full
B.
Mirror
C.
Incremental
D.
Differential

Question 34:
A company recently outsourced its night-shift cleaning service. A technician is concerned about having unsupervised contractors in the building. Which of the following security measures can be used to prevent the computers from being accessed? (Choose two.)

A.
Implementing data-at-rest encryption
B.
Disabling AutoRun
C.
Restricting user permissions
D.
Restricting log-in times
E.
Enabling a screen lock
F.
Disabling local administrator accounts

Question 35:
A user's system is infected with malware. A technician updates the anti-malware software and runs a scan that removes the malware. After the user reboots the system, it once again becomes infected with malware. Which of the following will MOST likely help to permanently remove the malware?

A.
Enabling System Restore
B.
Educating the user
C.
Booting into safe mode
D.
Scheduling a scan

Question 36:
A technician is working on a Windows 10 PC that has unwanted applications starting on boot. Which of the following tools should the technician use to disable applications on startup?

A.
System Configuration
B.
Task Manager
C.
Performance Monitor
D.
Group Policy Editor

Question 37:
A systems administrator is creating a new document with a list of the websites that users are allowed to access. Which of the following types of documents is the administrator most likely creating?

A.
Access control list
B.
Acceptable use policy
C.
Incident report
D.
Standard operating procedure

Question 38:
A user is trying to use proprietary software, but it crashes intermittently. The user notices that the desktop is displaying a "low memory" warning message. Upon restarting the desktop, the issue persists. Which of the following should a technician do next to troubleshoot the issue?

A.
Reimage the computer.
B.
Replace the system RAM.
C.
Reinstall and update the failing software.
D.
Decrease the page file size.

Question 39:
A technician needs to ensure that USB devices are not suspended by the operating system. Which of the following Control Panel utilities should the technician use to configure the setting?

A.
System
B.
Power Options
C.
Devices and Printers
D.
Ease of Access

Question 40:
A PC is taking a long time to boot. Which of the following operations would be best to do to resolve the issue at a minimal expense? (Choose two.)

A.
Installing additional RAM
B.
Removing the applications from startup
C.
Installing a faster SSD
D.
Running the Disk Cleanup utility
E.
Defragmenting the hard drive
F.
Ending the processes in the Task Manager

Question 41:
A user added a second monitor and wants to extend the display to it. In which of the following Windows settings will the user most likely be able to make this change?

A.
System
B.
Devices
C.
Personalization
D.
Accessibility

Question 42:
A department manager submits a help desk ticket to request the migration of a printer's port utilization from USB to Ethernet so multiple users can access the printer. This will be a new network printer, thus a new IP address allocation is required. Which of the following should happen immediately before network use is authorized?

A.
Document the date and time of the change.
B.
Submit a change request form.
C.
Determine the risk level of this change.
D.
Request an unused IP address.

Question 43:
While browsing a website, a staff member received a message that the website could not be trusted. Shortly afterward, several other colleagues reported the same issue across numerous other websites. Remote users who were not connected to corporate resources did not have any issues. Which of the following is
MOST likely the cause of this issue?

A.
A bad antivirus signature update was installed.
B.
A router was misconfigured and was blocking traffic.
C.
An upstream internet service provider was flapping.
D.
The time or date was not in sync with the website.

Question 44:
A user receives a notification indicating the antivirus protection on a company laptop is out of date. A technician is able to ping the user's laptop. The technician checks the antivirus parent servers and sees the latest signatures have been installed. The technician then checks the user's laptop and finds the antivirus engine and definitions are current. Which of the following has MOST likely occurred?

A.
Ransomware
B.
Failed OS updates
C.
Adware
D.
Missing system files

Question 45:
A customer is accessing a public kiosk in a company’s lobby. Which of the following should be enforced to mitigate the risk of customer data being accidentally saved to the kiosk?

A.
Manually clearing browsing data
B.
Private-browsing mode
C.
Browser data synchronization
D.
Password manager

Question 46:
A company is issuing smartphone to employees and needs to ensure data is secure if the devices are lost or stolen. Which of the following provides the BEST solution?

A.
Anti-malware
B.
Remote wipe
C.
Locator applications
D.
Screen lock

Question 47:
Windows updates need to be performed on a department's servers. Which of the following methods should be used to connect to the server?

A.
FTP
B.
MSRA
C.
RDP
D.
VPN

Question 48:
A user turns on a new laptop and attempts to log in to specialized software, but receives a message stating that the address is already in use. The user logs on to the old desktop and receives the same message. A technician checks the account and sees a comment that the user requires a specifically allocated address before connecting to the software. Which of the following should the technician do to MOST likely resolve the issue?

A.
Bridge the LAN connection between the laptop and the desktop.
B.
Set the laptop configuration to DHCP to prevent conflicts.
C.
Remove the static IP configuration from the desktop.
D.
Replace the network card in the laptop, as it may be defective.