IT ESSENTIALS FINAL EXAM QUESTIONS
AND CORRECT ANSWERS. 2024
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? (Choose two.)
1. A custom OS enables user access to the root directory
2. 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? (Choose two.)
1. Let a customer finish talking before asking additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
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?
(Choose two.)
1. FireWire
2. 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?
inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two
steps should the technician take before installing the headset? (Choose two.)
1. Enable Bluetooth in BIOS Setup.
2. 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? (Choose two.)
1. RAM
2. Battery
What are two operating systems that are found on mobile devices? (Choose two.)
1. Android
2. 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
AND CORRECT ANSWERS. 2024
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? (Choose two.)
1. A custom OS enables user access to the root directory
2. 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? (Choose two.)
1. Let a customer finish talking before asking additional questions.
2. If you have to put the customer on hold, ask the customer for permission.
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?
(Choose two.)
1. FireWire
2. 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?
inverter
A technician needs to configure a Bluetooth headset for a laptop user. Which two
steps should the technician take before installing the headset? (Choose two.)
1. Enable Bluetooth in BIOS Setup.
2. 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? (Choose two.)
1. RAM
2. Battery
What are two operating systems that are found on mobile devices? (Choose two.)
1. Android
2. 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
