Learn About Remote Support Technician

These practice test questions from MeasureUp are based on CompTIA’s exam 220-603: Remote Support Technician.

The audience for this exam includes individuals who are in the early stages of a career in information technology (IT). This includes positions such as help-desk technicians, call-center technicians and technicians who support users at remote locations. Experience with installing, configuring, supporting and troubleshooting computer hardware and software will help you prepare for this exam. Pass the 220-603 and the 220-601 and earn the CompTIA Remote Support Technician certification.

Objective: Operating systems.
Sub-objective: Perform preventative maintenance on personal computer components.

Single answer, multiple-choice

Which disk utility provides the best way to improve disk performance?

A.    CHKDSK.
B.    FDISK.
C.    SCANDISK.
D.    DEFRAG.

Answer:
D

Tutorial:
Defragmenting a hard drive reorganizes all the files into contiguous sectors on the disk. This improves disk performance because the system can recover a file in fewer revolutions of the disk.

Both CHKDSK and SCANDISK can identify and correct disk errors, but neither will improve disk access times. CHKDSK is used by Windows NT family platforms, while SCANDISK is found in Windows 9x family of operating systems. Both perform the same function.

FDISK is a disk partitioning utility used in the initial setup of a hard drive. It creates the Master Boot Record required by the operating system. It does not affect disk performance.

References:
Preventive Maintenance
Upgrading and Repairing PCs, 14th Edition
Chapter 23

Troubleshooting storage devices
CompTIA A+ Certification: 220-603
Unit 2

Objective: Printers and scanners.
Sub-objective: Identify the fundamental principles of using printers and scanners.

Single answer, multiple-choice

Which laser printer component applies a strong uniform negative charge to the drum?

A.    Primary corona wire.
B.    Fusing assembly.
C.    Transfer roller.
D.    Piezoelectric nozzle.

Answer:
A

Tutorial:
The laser printer's primary corona wire — also called the charging roller — applies a strong negative charge to the photosensitive drum. This is the first step in preparing a page to be printed.

The fusing assembly uses heat and pressure to make the image on the paper permanent. This is the last step in the process.

The transfer roller — also called the transfer corona — applies a positive charge to the paper so the negatively charged toner particles will be attracted to the positively charged areas on the paper. Because the laser reduced the negative charge in the areas to be printed, only those areas will have a positive charge after the transfer roller completes its task. Therefore, only those areas attract the toner.

A piezoelectric nozzle is used in an ink jet printer, not in a laser jet printer.

References:
Printing technologies
CompTIA A+ Certification: 220-603
Unit 3

Optical Printers
The Complete Guide to A+ Certification
Chapter 18

The Laser Printing Process — Physical Side
A+ Certification All-in-One Exam Guide
Chapter 22

Objective: Security.
Sub-objective: Perform preventative maintenance for security.

Multiple answers, multiple-choice

A user reports that she received an e-mail from PayPal asking her to log on to verify her account information. However, after she logged on, she realized that the site was not actually PayPal.

What should you do? (Select TWO.)

A.    Ask the user for her PayPal log-on name and password. Call PayPal to report the attack.
B.    Explain how a Trojan horse program works and instruct her to install an anti-virus program.
C.    Instruct her to immediately change her PayPal account password and notify PayPal of the attack.
D.    Explain how a phishing attack works and instruct her to never click a link in an e-mail and provide log-on credentials.
E.    Explain how a spyware attack works and instruct her to install an anti-spyware program.

Answer:
C, D

Tutorial:
The user was a victim of a phishing attack. A phishing attack is a type of social engineering attack in which the user is tricked into providing log-on credentials at a site that appears to be a legitimate business site but is actually a spoofed site set up to gather log-on credentials for the legitimate site.

The user should immediately change her PayPal account password to prevent the attacker from accessing her money. She should also notify PayPal of the attack so it can warn other customers and take action against the attacker.

You should explain to the user how a phishing attack works and how to avoid being a victim in the future. You should not ask the user for her log-on name and password. You should never ask a user for credentials, and you should instruct users to never give them out, even if they think the person on the phone is trustworthy.

The user was not a victim of a Trojan horse attack. A Trojan horse is a program that masquerades as a legitimate program but is actually malicious.

The user was not a victim of a spyware attack. A spyware attack involves downloading a program or cookies from the Internet that gather information about your data or actions on the computer.

References:
The human aspects of security
CompTIA A+ Certification: 220-603
Unit 7

Objective: Operating systems.
Sub-objective: Install, configure, optimize and upgrade operating systems.

Single answer, multiple-choice

A user calls for help configuring a computer running Microsoft Windows XP Professional that will be used by multiple users. She wants to create some shortcuts in the Start menu that will be accessible by any user who logs on to the computer. What should you tell her to do?

Answers:
A.    Drag the shortcuts onto the Start menu.
B.    Right-click the Start menu and choose Open All Users. Copy the shortcuts to the Start Menu folder.
C.    Open the C:Documents and SettingsAll UsersDesktop folder. Copy the shortcuts to the Start Menu subfolder.
D.    Open the C:Documents and SettingsDefault User folder. Copy the shortcuts to the Start Menu subfolder.

Answer:
B

Tutorial:
You should tell the user to right-click the Start menu, choose Open All Users and copy the shortcuts to the Start Menu folder. Shortcuts that appear on the Start menu for all users who log on are stored in the C:Documents and SettingsAll UsersStart Menu folder. This folder is opened when you right-click on the Start button and choose Open All Users or Explore All Users.

You should not tell her to drag the shortcuts onto the Start menu. Doing so will cause the shortcuts to appear only when she logs on.

You should not tell her to open the C:Documents and SettingsAll UsersDesktop folder and copy the shortcuts to the Start Menu subfolder. The Start Menu folder is not a subfolder of the Desktop folder. The Desktop folder contains shortcuts that appear on the desktop.

You should not tell her to open the C:Documents and SettingsDefault User folder and copy the shortcuts to the Start Menu subfolder. The Default User folder is used when a user logs on to a computer for the first time. It does not affect existing users.

Reference:
System monitoring and management
CompTIA A+ Certification: 220-603
Unit 4

Objective: Networks.
Sub-objective: Identify the fundamental principles of networks.

Single answer, multiple-choice

What is the difference between a URL that begins with HTTP and one that begins with HTTPS?

A.    When the HTTPS protocol is used, the data is encrypted.
B.    When the HTTPS protocol is used, the data is compressed.
C.    The HTTPS protocol requires a digital certificate on the client and the server.
D.    The HTTPS protocol can only be used with Internet Explorer 6.0 (or later).

Answer:
A

Tutorial:
A URL that specifies the HTTPS protocol is using Secure Sockets Layer (SSL) to communicate with the Web server. An SSL transmission is encrypted, so an attacker cannot read confidential data, such as a credit card number. SSL is commonly used on e-commerce sites.

The HTTPS protocol does not compress data. It encrypts data. The HTTPS protocol can support a certificate on both the client and the server for mutual authentication. However, only a digital certificate on the server is required.

The HTTPS protocol is a standard that is supported by all modern browsers.

References:
Internet connectivity
CompTIA A+ Certification: 220-603
Unit 6

Internet Software Tools
A+ Certification All-in-One Exam Guide
Chapter 24

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