A technician is working at a help-desk form and receives a call from a user who has experienced repeated BSODs. The technician is scheduled to take a break just after the call comes in. Which of the following is the BEST choice for the technician to make?

• A.Politely ask the user to call back
• B.Put the user on hold and troubleshoot after the scheduled break
• C.Input the issue as a ticket and escalate to Tier 2
• D.Ask another technician to take the call
• E.Troubleshoot the issue for the user

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A user downloaded a program from a website. After saving the file, the user cannot find the executable. Which of the following is MOST likely the cause?

• A.File permissions do not allow the user to access the file.
• B.The file was quarantined by an anti-malware software.
• C.The host-based firewall blocked the download.
• D.The file is incompatible with the operating system.

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A user calls the help desk to report issues with multiple pop-ups and degraded PC performance. The user is out of the area, and assistance can only be provided remotely. Which of the following steps should a technician perform?

• A.Establish a remote connection, install free third-party malware software, scan the machine for malware, and restart the machine.
• B.Explain the steps to access safe mode with networking, set a restore point, run company-approved malware tools, and restart the machine.
• C.Establish a remote connection, install a free third-party backup tool, back up the user's software, and instruct the user on how to reinstall Windows.
• D.Explain the steps to access safe mode with networking, establish a remote connection, run approved malware tools, and restart the machine.

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A user's mobile social media application Is sending emails on behalf of the user. However, the user has not authorized any new permissions for the social media application. The user only has this application installed on their
'smart phone and no other devices. Which of the following should a technician perform to resolve the issue?

• A.Disable access to the user's contacts.
• B.Instruct the user to change the device's password.
• C.Run a malware scan on the device.
• D.Deny access to text messages.

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After connecting to the corporate VPN, a user's workstation is no longer to browse Internet websites. A technician discovers launching a different web browser on the same computer reaches the websites correctly.
Which of the following should the technician do NEXT?

• A.Scan the user's workstation for malware
• B.Flush the workstation's DNS cache
• C.Disconnect and reconnect from the corporate VPN
• D.Instruct the user to use the alternate web browser instead
• E.Verify the browser's proxy configuration settings

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