220-1102 Operational Procedures Practice Question
A help desk technician receives a call from an employee who claims they are locked out of their account and asks the technician to reset the password immediately. The technician cannot verify the caller's identity because the employee's phone number does not match the one on file and the caller refuses to provide a manager's name. According to security best practices, what should the technician do FIRST?
⚠ Common exam trap
The trap here is assuming that a caller who claims to be an employee should be trusted without proper identity verification, especially when they refuse to provide additional information.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Follow the organization's identity verification policy, such as asking for employee ID, security questions, or calling back a known number.
When a user requests a password reset but cannot be verified, the technician must follow the organization's identity verification policy. This may include asking for employee ID, security questions, or calling back a known number. Only after successful verification should the password be reset. This prevents social engineering and unauthorized access.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Escalate the call to a supervisor or security team without resetting the password.
Why it's wrong here
Escalating without following standard verification steps may be premature. The technician should first try to verify the caller's identity using approved methods. Only if verification fails should the call be escalated. This option skips the necessary attempt to authenticate the user through proper channels.
- ✗
Transfer the call to the employee's manager and ask the manager to confirm the employee's identity.
Why it's wrong here
Transferring the call to the manager does not follow standard identity verification procedures and may not be possible if the manager is unavailable. The technician should first attempt to verify identity using established methods such as security questions, employee ID, or callback to a known number, rather than relying on a third party.
- ✓
Follow the organization's identity verification policy, such as asking for employee ID, security questions, or calling back a known number.
Why this is correct
The correct action is to adhere to the organization's identity verification policy. This typically involves asking for employee ID, answering security questions, or calling back the number on file. This ensures the caller is legitimate before any password reset, preventing social engineering attacks and unauthorized access.
- ✗
Reset the password to a temporary value and provide it to the caller over the phone.
Why it's wrong here
Resetting the password without verifying the caller's identity violates the principle of least privilege and could allow an attacker to gain unauthorized access. The technician must always verify identity before performing any account changes, especially when the caller's phone number does not match records and they refuse to provide additional verification.
Go deeper
Related to this question
Learn chapter
System File Checker (sfc /scannow)
Key term
Social engineering
Social engineering is the psychological manipulation of people into divulging confidential information or performing actions that compromise security.
Key term
Organization
An Organization is a top-level container in Google Cloud that represents your company or entities and serves as the root node for all your cloud resources, policies, and access control.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
This 220-1102 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1102 exam.