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单选题
A user is having problems printing. The technician believes the printer may be out of ink. Which of the following troubleshooting steps should be performed NEXT?（）
A
Establish a plan of action to resolve the problem
B
Implement the solution
C
Test the theory to determine cause
D
Verify full system functionality
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考题
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.
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A user complains that the network printer is not printing. The system administrator knows there is a print queue for the network printer and needs to check on the queue. Which command is run?（）A、 netstat B、 lpstat C、 telinit D、 prtconf
考题
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
考题
After a technician came out and installed a new wireless router, one of the wired workstations began having problems connecting to the file server. This is only an intermittent problem. Which of the following actions will the technician MOST likely perform to resolve this problem?（）A、Change the router's SSIDB、Move the router's locationC、Check user permissionsD、Check the cable ends
考题
An administrator has been having problems with server security. Many of the servers have been infected with viruses in the past. Which of the following can be done to ensure that systems avoid OS exploits？ （）A、 Implement an intrusion detection system （IDS）.B、 Implement a dual-factor authentication method.C、 Implement a patch management process.D、 Implement stronger user passwords.
考题
A technician needs to use Remote Assistance with a user. The user is asked to use an email application to send the technician an invitation to remotely access the user’s computer. The email application has not been configured in the user’s computer. Which of the following would be another way for the user to send the Remote Assistance invitation？ （）A、Configuring the Windows Firewall exceptions.B、Using Windows Messenger.C、Configuring My Network Places.D、Using Internet Explorer.
考题
A call logging process would be used by a technician in order to:（）A、assign the appropriate status level for the problem.B、create records which enable user authentication.C、help maintain a balanced workload for the help desk technicians.D、identify common problems among many users.
考题
A user is reporting that a PC will suddenly shut down without warning. The PC boots up with no problems, but after using the PC for a short time, the PC turns off. Which of the following components should the technician check?（） (Select TWO).A、CPU fanB、RAMC、Hard driveD、Power supplyE、Video card
考题
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.”
考题
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.
考题
User 1 has a printer connected to a PC. User 2 is requesting the ability to print large documents to that printer. Which of the following is the BEST way for User 2 to gain access to the printer?（）A、Use infrared to print remotely.B、Unplug the printer and install it on the new pc.C、Share the Printer in Windows.D、Update universal drivers to allow printing.
考题
A user is having problems printing. The technician believes the printer may be out of ink. Which of the following troubleshooting steps should be performed NEXT?（）A、Establish a plan of action to resolve the problemB、Implement the solutionC、Test the theory to determine causeD、Verify full system functionality
考题
A user states that a networked printer is not working today, but yesterday the printer worked fine. The technician checks the user’s print queue and sees several jobs in the queue. The queue is flushed, restarted, and the user is still having the same issue. Which of the following should be verified NEXT on the printer? （）A、That the WEP key is disabledB、That the fuser is not faultyC、That the IP is staticD、That the buffer is not overloaded
考题
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 accountB、 Limited user accountC、 Power user accountD、 Administrator user account
考题
A user is receiving an error about not having enough virtual memory. A technician wants to manually set the amount of available virtual memory for the computer. At a MINIMUM， the technician should set the virtual memory to be which of the following？（）A、0.5 times the amount of physical memoryB、1.5 times the amount of physical memoryC、2 times the amount of physical memoryD、Equal to the amount of physical memory
考题
The user cannot access some Internet websites, but can connect to resources inside the local network. The technician successfully uses the ping command to test the user’s connectivity. Which of the following commands can the technician run NEXT to troubleshoot the issue?（）A、net /?B、ipconfig /flushdnsC、netstat -rD、nbtstat -R
考题
单选题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 accountB
Limited user accountC
Power user accountD
Administrator user account
考题
单选题A support technician wants to help a user, in a different city, navigate a new software program. Which of the following will allow the user and technician to view and control the Windows XP PC desktop simultaneously?（）A
Terminal ServicesB
Remote AssistanceC
Routing and Remote Access ServiceD
Remote Desktop
考题
单选题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; empathize with the user, and offer to help.C
Ask the user to watch as the technician diagnoses and corrects the problem.D
Document each of the steps to replicate at a later time.
考题
单选题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 lockedB
Check group policyC
Check the drive for fragmentationD
Check NTFS permissions
考题
单选题A user reports that a network printer will not print, however, other users are not experiencing any problems. The user has rebooted their computer twice and it is still not printing. Which of the following should the technician check?（）A
Run the printer configuration wizard on the desktop.B
Check to see if the network printer is turned on.C
Verify that the printer is connected to the network.D
Check the local print queue for a failed print job.
考题
单选题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 complaintsB
Clarify the user’s statementsC
Minimize the user’s criticismD
Shadow the other technician on the next repair
考题
单选题A user complains that the network printer is not printing. The system administrator knows there is a print queue for the network printer and needs to check on the queue. Which command is run?（）A
netstat B
lpstat C
telinit D
prtconf
考题
单选题A user is receiving an error about not having enough virtual memory. A technician wants to manually set the amount of available virtual memory for the computer. At a MINIMUM， the technician should set the virtual memory to be which of the following？（）A
0.5 times the amount of physical memoryB
1.5 times the amount of physical memoryC
2 times the amount of physical memoryD
Equal to the amount of physical memory
考题
单选题A user states that a networked printer is not working today, but yesterday the printer worked fine. The technician checks the user’s print queue and sees several jobs in the queue. The queue is flushed, restarted, and the user is still having the same issue. Which of the following should be verified NEXT on the printer? （）A
That the WEP key is disabledB
That the fuser is not faultyC
That the IP is staticD
That the buffer is not overloaded
考题
单选题In secondary schools every pupil having problems should ______.A
know how to ask for helpB
be free from any pressure of academic workC
be able to discuss his problems in classD
be able to discuss his problems with any teacher
考题
单选题After a technician came out and installed a new wireless router, one of the wired workstations began having problems connecting to the file server. This is only an intermittent problem. Which of the following actions will the technician MOST likely perform to resolve this problem?（）A
Change the router's SSIDB
Move the router's locationC
Check user permissionsD
Check the cable ends
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