220-1202 Operational Procedures — 10 Questions

Question 1

A technician is called to a warehouse office where a desktop PC will not power on. The user reports that a portable space heater was recently plugged into the same wall outlet as the PC. The technician notices the outlet is not protected by a surge suppressor, and the building is old with ungrounded wiring. Which of the following is the MOST appropriate first action to ensure personal safety?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Locate the circuit breaker panel and turn off the breaker supplying the outlet.. The correct action is to turn off the breaker supplying the outlet. With ungrounded wiring and a space heater on the same circuit, there is a serious risk of electrical shock or fire. Removing power at the breaker eliminates the hazard before any diagnosis or physical contact. Other actions do not adequately protect the technician from the underlying electrical danger.

Answer

Ask the user to unplug the space heater and then proceed to diagnose the PC.

Answer

Put on an antistatic wrist strap and open the case to check the power supply.

Answer

Unplug the PC and test the outlet with a multimeter before touching any internal components.

Question 2

A small medical office asks you to dispose of several old hard drives that previously stored patient billing records. The drives are still functional and contain sensitive data. Which of the following is the BEST method to ensure the data cannot be recovered before the drives leave the premises?

Accepted Answer

Physically shred the drives using a cross-cut shredder rated for magnetic media.. Physical destruction is the only method that guarantees data cannot be recovered, especially when drives leave the organization's control. Formatting, degaussing, and overwriting can leave residual data or may not work on all media. For sensitive patient billing records, shredding the drives provides the strongest assurance and aligns with secure disposal best practices.

Answer

Run a standard format on each drive and then donate them to a local school.

Answer

Delete all partitions and overwrite the drives with a single pass of random data.

Answer

Degauss the drives with a strong magnetic field and then reuse them in workstations.

Question 3

A technician is configuring a new Windows 11 workstation for a user who needs to run a legacy line-of-business application that requires administrative privileges. The company policy states that users should operate with standard user accounts whenever possible. Which of the following is the BEST way to meet both the application requirement and the security policy?

Accepted Answer

Use the Application Compatibility Toolkit to set the RunAsAdmin flag for the application executable.. The RunAsAdmin compatibility flag allows a specific application to request elevation while the user remains a standard user, balancing functionality and security. Adding the user to the Administrators group or disabling UAC grants excessive privileges. Using a scheduled task with a service account is impractical for interactive use. The compatibility flag is the least-privilege solution.

Answer

Add the user's domain account to the local Administrators group on the workstation.

Answer

Disable User Account Control (UAC) for the user's account through Group Policy.

Answer

Configure the application to run as a scheduled task with highest privileges using a dedicated service account.

Question 4

A technician is troubleshooting a user's workstation that randomly reboots. The technician suspects a hardware issue. Which of the following should the technician do FIRST to gather information about the problem?

Accepted Answer

Check the Event Viewer for critical errors and warnings.. Checking Event Viewer first is the best initial step because it provides objective data about critical errors and warnings that can pinpoint the cause of random reboots. Other actions like replacing hardware or running scans are premature without diagnostic evidence. Gathering information from logs is a fundamental troubleshooting practice.

Answer

Ask the user to describe exactly what they were doing when the reboots occur.

Answer

Run a full malware scan on the system.

Answer

Replace the power supply unit with a known good one.

Question 5

A technician is creating a new local user account on a Windows 11 Pro computer for a temporary employee. The company policy requires that the account be disabled after 30 days. Which of the following should the technician use to enforce this requirement with the least administrative effort?

Accepted Answer

Schedule a task in Task Scheduler to disable the account after 30 days. Using Task Scheduler to disable the account after 30 days automates the process and requires the least ongoing effort. The net user command can be scheduled to run once, ensuring the account is disabled without manual intervention. Other methods either require manual action or do not directly disable the account. This approach meets the policy requirement efficiently.

Answer

Local Group Policy Editor to set an account expiration date

Answer

Local Users and Groups snap-in

Answer

Command Prompt with net user command

Question 6

A company is implementing a backup strategy for a critical file server. The backup window is limited to 2 hours each night, and the total data set is 1.5 TB. The company requires that backups complete within the window and that restores can be performed quickly. Which of the following backup types should the technician use to meet these requirements?

Accepted Answer

Differential backup every night. Differential backups provide a good balance: they capture all changes since the last full backup, so backup time is manageable, and restores require only the last full and latest differential. Full backups are too slow, incremental restores are complex and slow, and synthetic full backups are overkill for this scenario.

Answer

Incremental backup every night

Answer

Full backup every night

Answer

Synthetic full backup every night

Question 7

A technician is called to a user's desk where the user has left a sticky note with their password taped to the monitor. The technician needs to document this in the ticket. Which of the following should the technician do FIRST?

Accepted Answer

Report the security violation according to the organization's incident response policy.. The correct action is to report the security violation according to policy. Passwords left in plain sight are a serious security risk that must be escalated through proper channels. This allows the organization to handle the situation consistently, educate the user, and prevent similar incidents. Taking direct action like removing the note or sharing it could interfere with investigations or violate privacy.

Answer

Ignore it because it is the user's personal workspace and not the technician's concern.

Answer

Remove the sticky note and discard it, then close the ticket as resolved.

Answer

Take a photo of the sticky note and post it in the team chat as a joke.

Question 8

A company is implementing a new policy that requires all employee laptops to have full-disk encryption enabled. A technician is asked to verify compliance on a Windows 11 Pro laptop. Which of the following tools should the technician use to check the encryption status?

Accepted Answer

BitLocker Drive Encryption Control Panel applet. The BitLocker Drive Encryption Control Panel applet is the correct tool to check encryption status. It provides a clear indication of whether BitLocker is enabled and the encryption progress. Other tools like Device Manager, Disk Management, and Task Manager do not offer this specific information. Using the correct tool ensures accurate compliance verification.

Answer

Device Manager

Answer

Disk Management console

Answer

Task Manager

Question 9

A user calls the help desk stating that their laptop screen is cracked and they need it replaced. The company policy requires that all hardware repairs be performed by the IT department. The user is remote and cannot come to the office. Which of the following should the technician do FIRST?

Accepted Answer

Create a ticket, document the damage, and arrange for a depot repair or onsite service.. The first action is to create a ticket, document the damage, and arrange for repair via depot or onsite service. This complies with company policy, ensures proper asset tracking, and addresses the remote user's needs. Other options either bypass policy, delay the process, or fail to follow standard operating procedures. Proper documentation and authorized repair channels are essential.

Answer

Instruct the user to purchase a replacement screen online and install it themselves.

Answer

Remote into the laptop and run diagnostics to confirm the screen is cracked.

Answer

Ship the user a replacement laptop and have them return the damaged one.

Question 10

A technician is preparing to dispose of several old hard drives that contain sensitive company data. The organization's data destruction policy requires physical destruction. Which of the following methods are appropriate for physically destroying the drives? (Choose two.)

Accepted Answer

Incineration. Shredding and incineration are both physical destruction methods that render the drive unusable and data unrecoverable. Degaussing, overwriting, and low-level formatting are logical or magnetic erasure methods that do not physically destroy the media. Therefore, only shredding and incineration satisfy the policy requirement for physical destruction.

Answer

Low-level formatting

Answer

Overwriting

Answer

Degaussing