Question 1

What is malware?

Options :

A : ftware designed to protect a computer from threats.

B : y software that can perform legitimate tasks on a computer.

C : ftware that is designed to cause harm to a computer or network.

D : type of firewall that protects against unauthorized access.

Answer: C

Question 2

You are working from home over a weekend to resolve a backlog of employee help desk tickets. A user issue requires you to access their Windows 11 computer in the home office to check its settings. You have verified that the machine is available, but the user is not present. Which remote access application is best suited for this task?

Options :

A : Virtual Network Computing

B : Remote Assistance

C : Remote Desktop

D : Remote Management

Answer: C

Question 3

What is the primary purpose of defining the problem in the problem-solving process?

Options :

A : clearly state what the issue is

B : gather detailed information

C : devise a plan to resolve the problem

D : observe the results of the changes

Answer: A

Question 4

What is the recommended method for updating MacOS to ensure a smooth and secure upgrade?

Options :

A : Using the App Store to download and install updates

B : Downloading updates from third-party websites

Answer: A

Question 5

Which action must a service desk technician take to resolve a printer driver failure on a desktop PC?)

Options :

A : Disconnect and reconnect from the power source.

B : Boot the computer in safe mode.

C : Update the device driver software.

D : Place the desktop in locked/sleep mode.

Answer: C

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