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32 Cards in this Set

  • Front
  • Back

Which power criterion will affect the number of internal drives that are installed in a computer?

power supply wattage

A customer needs additional storage space on an older computer. What will the technician look at in the computer to determine if an additional hard drive can be added?

an available PATA/SATA connection

Why do laptop computers use CPU throttling techniques?

to reduce the heat that the CPU may generate

Which step is critical in selecting and installing multiple cooling fans for a PC case?

Make sure they provide the same amount of air flow.

Which statement is true about DDR2 and DDR3 RAM modules?

They use different types of DIMM slots on the motherboard.

To avoid electromagnetic interference, which type of equipment should a technician route copper network cables away from?

electric motors

Which statement is true about the use of an antistatic wrist strap?

An antistatic wrist strap should not be worn when repairing a power supply.

Which are two potential risks to a mobile device that could result from rooting or jailbreaking the device?

A custom OS enables user access to the root directory.

A custom OS may not properly create or maintain sandboxing features.

A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?

Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.

A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.

What two actions are appropriate for a support desk technician to take when assisting customers?

Let a customer finish talking before asking additional questions.

As soon as you detect customer anger, pass the angry customer to the next level.

In which circumstance should a level one technician initiate an escalated work order?

when a problem requires expertise from another technician

Which two interface types make it possible to attach different external components to laptops and desktops without powering the computer off?

FireWire and USB

Which motherboard feature controls the amount of data that a CPU transfers at one time?

front side bus

What laptop component converts DC power to AC so that the display can illuminate?


A technician needs to configure a Bluetooth headset for a laptop user. Which two steps should the technician take before installing the headset?

Enable Bluetooth in BIOS Setup.

Ensure that the laptop Bluetooth switch is enabled.

Which statement correctly compares the characteristics of coaxial cable with twisted-pair cable?

Coaxial cable is physically more difficult to install than UTP cable.

How is DSL able to carry telephone and data signals at the same time?

Each signal uses a different frequency.

A computer technician performed a number of actions to correct a problem. Some actions did not solve the problem, but eventually a solution was found. What should be documented?

everything that was done to try to solve the problem

A user wants to upgrade components in a laptop to improve performance. Which two components can be replaced by the user?



What are two operating systems that are found on mobile devices?

Andriod and IOS

A technician is attempting to create virtual machines on a PC but wants to ensure that the physical system resources used by the virtual machines are directly managed by them and not by the host operating system. How can the technician accomplish this?

Set up the virtual machines using a native hypervisor.

Which feature of a mobile device touchscreen will allow a user to zoom in displayed items such as maps and photographs?

double touch

A user downloads a widget onto his Android phone but is puzzled to see that when the widget is touched an app is launched. What is a possible cause?

The widget is associated with the app and this is the normal behavior.

A user updates a device driver and reboots the system. When the user successfully logs in after the reboot, the OS displays a blue screen and crashes. The user presses the F8 key on reboot and tries to log in using the Last Known Good Configuration but gets the same result. Why will the Last Known Good Configuration not work?

The Last Known Good Configuration is overwritten with the current one on successful login.

Which file is used to detect and build information about the hardware devices installed on a Windows XP laptop during the boot process?


A technician uses the shrink volume feature of the disk management utility and splits the partition. What must the technician do next in order to make the partition useable?

Partition the unallocated space.

A technician is troubleshooting a 4-year-old computer that takes a long time to boot, and identifies that the BIOS rediscovers all the hardware at every boot. What action would fix this problem?

Replace the CMOS battery.

A technician is troubleshooting a computer that fails to print. The technician suspects that the printer driver may be outdated, proceeds to download the latest driver, and installs it. The technician attempts to print, but the problem persists. What is the next action that the technician should take?

Develop a new theory.

A user reports that some printing jobs are not being printed. The technician checks and notices that the jobs are stuck in the printing queue. What action should the technician take to solve the problem?

Cancel the job that displays the error that is preventing the other jobs from being printed.

A technician is troubleshooting a printer that fails to print because of constant paper jams. What should the technician try first?

Clean the printer.

A technician is planning an operating system upgrade for a user system that is currently running Windows Vista. Because the BitLocker feature embedded in the Windows Vista OS is required, there is a request that this feature be available when the new operating system is installed. Which version or versions of Windows 7 would support this feature?

Windows 7 Ultimate