A user is present when a technician is troubleshooting their workstation. They insist on showing the technician, step by step, what occurred. How should the technician deal with this situation? （）A、Allow the user to demonstrate expertise.B、Do not argue; e

第1题：

A technician at a small business goes into the server room to perform maintenance on a server and notices it is very hot and audible alarms are going off. The technician is unsure of how to remedy the situation. Which of the following should the technician do？（）

• A、Turn off all the equipment in the server closet
• B、Install a fan in the server closet
• C、Turn off the power to the server closet
• D、Follow escalation procedures for emergencies

第2题：

A technician supports users in a client/server environment. A user suddenly cannot access any network resources. The user tried to logon to a known working computer but was unsuccessful.Which of the following should the technician check FIRST？（）

• A、Check if the user account is locked
• B、Check group policy
• C、Check the drive for fragmentation
• D、Check NTFS permissions

第3题：

A user installs a laser jet printer on a Windows XP desktop. The user states that Windows XPgeneric printer drivers were used. When the user prints a document, the pages are printing out with random symbols, letters, and numbers. Which of the following should the technician do?（）

• A、Download manufacturer printer drivers
• B、Restart the printer spooler
• C、Check for Microsoft Windows updates
• D、Check Device Manager

第4题：

A user reports that their machine seems to be running slower than usual. The user states that the computer has become progressively worse as more applications are installed. Which of the following is the FIRST step the technician should take?（）

• A、Run the CHKDSK utility
• B、Run the disk defragmenter utility
• C、Increase the capacity on the system volume
• D、Convert to a dynamic drive on the system

第5题：

A network technician is troubleshooting a network issue that has just been reported. Which of thefollowing troubleshooting steps should the technician take FIRST to help resolve this issue?（）

• A、Record the solution in the appropriate logs for future use.
• B、Ask the user who reported the issue what past documentation they have.
• C、Ask the user who reported the issue to explain the symptoms in detail.
• D、Record what steps should be taken to resolve the issue.

第6题：

A technician is troubleshooting a user’s problem; important Windows services are not starting. In which of the following locations should the technician check to investigate when these services started or stopped?（）

• A、Com+.log
• B、System Log
• C、Security Log
• D、Application Log

第7题：

A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）

• A、“It is a message that informs the technician of what hardware needs to be replaced.”
• B、“A bluescreen message is just another name for an error.”
• C、“It provides the technician with more information about the problem.”
• D、“It is a complex message that is very difficult to explain to those who are not familiar with computers.”

第8题：

A user reports that their hard drive has failed and needs to be replaced. Which of the following should the technician do FIRST?（）

• A、Run the hard disk manufacturer’s diagnostic program
• B、Re-image the drive
• C、Replace the hard drive and load Windows
• D、Ask the user diagnostic questions

第9题：

A technician is installing a memory upgrade for a remote user. The technician notes that the machine is not reporting the correct amount of memory that was installed during the POST step. Which of the following actions should the technician perform FIRST?（）

• A、Replace the newly installed memory modules with another known-working unit.
• B、Remove and reseat the memory, and recheck the memory reported.
• C、Leave the configuration intact, and check cabling to ensure nothing was loose during the installation.
• D、Perform a BIOS upgrade on the machine.

第10题：

A coworker has reported that someone has engaged in prohibited activity. The supervisor hasasked the technician to quarantine the PC until police arrive. Which of the following should the technician do?（）

• A、Allow the user to continue working
• B、Check for viruses
• C、Re-image the hard drive
• D、Document time/date for later reference
• E、Prevent users from accessing the PC
• F、Turn off PC

第11题：

第12题：

第13题：

Which of the following is the FIRST step a technician should take when troubleshooting a device issue？（）

• A、Gather information from the customer.
• B、Isolate the problem on the device.
• C、Read the service documentation for possible causes.
• D、Check the parts life counters.

第14题：

Which of the following reasons indicate why it is important to have the user demonstrate the task they are trying to perform?（）

• A、To help the technician learn how to perform the task 
• B、To determine if the user is performing the task properly 
• C、To determine if the user is authorized to perform the task 
• D、To help the technician determine if there is a better way to perform the task in question 

第15题：

A technician is troubleshooting a laptop LCD, and when the cover is opened nothing shows on the screen. Then all of a sudden the screen comes on and works fine. Which of the following should the technician check FIRST?（）

• A、Backlight
• B、Inverter
• C、Loose cable
• D、Lid switch

第16题：

A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?（）

• A、Agree with the user’s complaints
• B、Clarify the user’s statements
• C、Minimize the user’s criticism
• D、Shadow the other technician on the next repair

第17题：

A technician has a user that consistently picks up viruses and malware no matter what kind ofsoftware is installed to prevent infection. Which of the following should be a cost-effective logical step in preventing future infections?（）

• A、Place the user behind a high end NIPS device.
• B、Migrate the user to a Virtual Machine environment.
• C、Educate the user on browsing habits.
• D、Install multiple antivirus programs on the machine to decrease the chances for infection.

第18题：

A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

• A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
• B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
• C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
• D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

第19题：

A customer’s computer crashes consistently when a specific application is launched. Thetechnician has looked at the computer and confirmed the cause of the crash. Which of thefollowing is the NEXT troubleshooting step the technician should take?（）

• A、Verify full system functionality.
• B、Document the findings, actions, and outcomes.
• C、Establish a plan of action to resolve the problem.
• D、Question the user and identify changes the user has made to the system.

第20题：

Which of the following describes the BEST course of action when a user continuously calls atechnician with computer issues instead of the helpdesk?（）

• A、Put all other work orders on hold and assist the user with all their computer issues.
• B、Have another technician take over support calls for this user.
• C、Explain that the user needs to fill out a work order for the computer problems.
• D、Ask the user to call another technician for more in-depth assistance.

第21题：

A technician deploys a computer in a public library and wants to give the ability for a user without an account to use the computer with limited permission. Which of the following accounts would the technician setup？（）

• A、 Guest user account
• B、 Limited user account
• C、 Power user account
• D、 Administrator user account

第22题：

第23题：