IT Security and Help Desk Practices
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Questions and Answers

Which of the following BEST addresses the user's concern about a smartphone application transmitting data in the background?

  • Antivirus
  • Firewall (correct)
  • Remote wipe
  • Operating system updates

    • Which practice should a technician use to ensure the help desk ticket is associated with the correct user?

  • Assign the ticket to the department's power user.
  • Have the user provide a callback phone number to be added to the ticket.
  • Provide the user with a unique ticket number that can be referenced on subsequent calls.
  • Register the ticket with a unique user identifier. (correct)

    • What should a technician configure on a ten-year-old SOHO wireless router for maximum security?

  • WPA3 with AES-128
  • WPA2 with TKIP
  • WPA2 with AES
  • WPA3 with AES-256 (correct)

    • What should a technician do to selectively prevent programs from loading on a Windows 10 machine?

    <p>Open the Startup tab and disable items currently listed as enabled.</p> Signup and view all the answers

    Which steps would MOST likely resolve the user's issue with pop-ups indicating infections?

    <p>Deploy an ad-blocking extension to the browser.</p> Signup and view all the answers

    Which actions should a systems administrator take to secure a mobile phone against malware threats?

    <p>Prevent a device root.</p> Signup and view all the answers

    Which application should be used to assist a user with hiding a file on a shared drive?

    <p>File Explorer</p> Signup and view all the answers

    Which safety procedures would BEST protect components when replacing a processor?

    <p>Disconnecting the computer from the power source.</p> Signup and view all the answers

    Which document should be updated to reflect a new guideline against cryptocurrency mining on work desktops?

    <p>AUP</p> Signup and view all the answers

    Which options provide the BEST way to secure physical access to a data center server room?

    <p>Access control vestibule</p> Signup and view all the answers

    What is the MOST likely cause of a desktop PC being unable to log in to the domain while other devices are working?

    <p>Time drift</p> Signup and view all the answers

    Which tool should a technician use to resize a partition on a macOS internal storage drive?

    <p>Disk Utility</p> Signup and view all the answers

    Study Notes

    Smartphone Data Usage

    • A user suspects an installed application is transmitting data in the background, causing high data usage.
    • To address this, the user wants to be alerted when an application attempts to communicate with the internet.
    • Firewall is the best solution to address this user's concern. It monitors and controls network traffic, alerting the user when applications try to access the internet.

    Help Desk Ticketing

    • When a user reports an issue, a technician should use a unique user identifier to ensure the ticket is associated with the correct user.
    • This identifier helps track the user's specific issues and history within the help desk system.

    SOHO Wireless Router Security

    • A technician is configuring a ten-year-old SOHO wireless router for optimal security.
    • WPA3 with AES-256 offers the most secure wireless network configuration for this scenario.
    • WPA3 is the latest security standard, providing enhanced protection compared to older protocols.
    • AES-256 encryption provides a higher level of data protection than AES-128.

    Windows 10 Startup Programs

    • A technician is troubleshooting excessive boot times caused by programs loading on startup in Windows 10.
    • To selectively prevent programs from loading, the technician should use the Startup tab in the Task Manager to disable individual startup tasks.

    Virus Infection and Pop-ups

    • A user is experiencing pop-ups claiming their computer is infected, suggesting payment for removal.
    • This is likely a scam targeting the user's web browser.
    • To resolve this issue, deploy an ad-blocking extension to the browser and perform a browser reset.

    Mobile Device Security

    • A user's mobile phone was reset after malicious applications were discovered.
    • The administrator installed MDM software and should take further steps to secure the device.
    • Prevent a device root and block third-party application installation are effective measures to prevent future threats.
    • These steps limit access to the device's core system and prevent unauthorized app downloads.

    File Protection on Shared Drive

    • A user wants to prevent accidental deletion of a file on a shared drive.
    • File Explorer allows users to set file permissions, which can help control access and prevent accidental deletion.

    Desktop PC Component Protection

    • A technician is replacing a processor in a desktop computer and wants to protect internal components.
    • Utilizing an ESD strap and disconnecting the computer from the power source are crucial safety procedures.
    • An ESD strap prevents static electricity from damaging sensitive components, while power disconnection avoids electrical shocks.

    Cryptocurrency Mining

    • A company needs to update its policy due to an employee mining cryptocurrency on a work desktop.
    • AUP (Acceptable Use Policy) should be updated to reflect this new requirement.
    • The AUP clarifies acceptable use of company resources, prohibiting actions like cryptocurrency mining.

    Data Center Access Security

    • To secure physical access to a data center server room, combine multiple measures:
    • Biometric lock, badge reader, locking rack, and access control vestibule are effective strategies.
    • These measures restrict access to authorized personnel with appropriate credentials.
    • Video surveillance can further enhance security by monitoring activity within the server room.

    Troubleshooting Domain Login Issues

    • A user cannot log in to the domain on a desktop PC, but a laptop on the same network works.
    • The user can log in to the desktop PC with a local account but cannot access secure intranet sites.
    • The most likely cause is a missing or incorrect domain profile , preventing access to domain resources.

    Disk Partitioning in MacOS

    • A technician needs to resize a partition on a macOS computer.
    • Disk Utility is the dedicated tool within macOS for managing partitions, resizing, and formatting disks.

    Email Attachment Security

    • A user is concerned about the security of an email attachment.
    • Scan the attachment with antivirus software to detect potential threats before opening it.
    • Ensure the sender is known and trusted before engaging with the attachment.
    • Do not open email attachments from unknown or suspicious sources as they can contain malware.
    • Check the file extension of the attachment and be cautious with unfamiliar file types.
    • Consider the purpose of the email and the attachment before opening it.

    Wireless Router Configuration

    • A technician configured a wireless router with the latest WPA3 security, but the user is having connection issues.
    • Verify the Wi-Fi password is entered correctly, as incorrect passwords are a common cause for connection problems.
    • Check if the correct SSID (network name) is selected in the user's device.
    • Ensure the user's device supports WPA3 protocol.
    • Restart the router and the user's device to see if it resolves the issue.
    • Check for any other interference from other wireless devices or signals.
    • Locate the router in a central location with minimal obstacles for optimal signal strength.
    • Update the router's firmware to ensure it is running the latest version and resolving any known bugs.
    • Use a wired connection temporarily to troubleshoot the wireless connection.

    Virus Scan

    • If a system exhibits unusual behavior or alerts regarding virus infection, perform a full scan with the company-provided antivirus software.
    • This is a vital step to detect and remove existing threats.

    Software Update

    • In general, keeping operating system and software up to date is essential for security and stability.
    • Regular updates patch vulnerabilities and enhance system performance.

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    Related Documents

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    Description

    This quiz covers essential practices in IT security and help desk operations. Topics include smartphone data monitoring with firewalls, the use of unique identifiers in ticketing systems, and securing SOHO wireless routers with the latest standards. Test your knowledge on best practices in managing and securing network devices.

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