A technician realizes the problem a customer is having before the customer is done explaining all

the symptoms. Which of the following is the BEST action for the technician to take?


A.      Continue listening to the customer’s explanation until they are finished then refer them to a

website so the customer can find the proper resolution.

B.      Ask the customer to repeat the problem and all the symptoms several times in order for the

technician to verify all the facts.

C.      Finish listening to the customer’s explanation without interrupting if it will not take an

excessive amount of time.

D.      Politely tell the customer that the technician knows the proper solution and that no further

explanation is necessary.


Correct Answer: C




Which of the following is the FIRST step a technician should take to replace a network printer?


A.      Unplug the network printer then notify users.

B.      Notify all users before unplugging the printer.

C.      Save all print jobs, replace the printer and print all saved files.

D.      Delete all print jobs before replacing the printer.


Correct Answer: B




In which of the following situations is it appropriate for an IT service provider to make copies of a

customer’s confidential data?


A.      If the technician determines it necessary, for backup purposes.

B.      It is never appropriate to copy a customer’s data.

C.      If the content is public knowledge.

D.      With the customer’s permission, for backup purposes.


Correct Answer: D




Which of the following is the proper way to remove a PCMCIA card from a laptop running

Windows XP?


A.      Click on the safely remove hardware icon, stop the device, and remove the card.

B.      Push the eject button on the card slot.

C.      Grasp the card firmly and slowly pull it from the slot on the laptop.

D.      In the Control Panel, stop the device service, and then remove the card.


Correct Answer: A




Which of the following components would MOST likely be utilized in a virtualization server?

(Select TWO).


A.      Maximum memory

B.      High-end sound card

C.      High-end video card

D.      Dual-rail 1000w PSU

E.       Quad core CPU


Correct Answer: AE




A surge suppressor is only capable of providing protection against which of the following

environmental hazards?


A.      Electrostatic discharge

B.      Power blackouts

C.      Power spikes

D.      Power brown outs


Correct Answer: C




Which of the following expansion cards would provide support for additional internal storage?


A.      Video capture

B.      Modem

C.      USB port

D.      RAID controller


Correct Answer: D




In a laser printer, which of the following components uses heat to apply the toner onto the page?


A.      Fuser assembly

B.      Pickup roller

C.      Transfer roller

D.      Imaging drum


Correct Answer: A




A technician is trying to connect the high-end 5.1 surround sound audio system to their Home

Theater PC. Front and rear channels produce the sound but the subwoofer and the front speaker

seem to be muted. Which of the following would the technician MOST likely check to resolve the



A.      The power cable of the 5.1 surround sound audio system.

B.      The subwoofer and the front channel speaker drivers are installed properly.

C.      The subwoofer and the front channel speakers are not defective.

D.      The subwoofer and the front channel speaker’s RCA cable connection to the computer’s

audio card.


Correct Answer: D




Which of the following panel types consumes the MOST power?


A.      Plasma

B.      LCD

C.      LED with no backlight

D.      LED with backlight


Correct Answer: A



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