220-1102 Exam Questions

Total 739 Questions

Last Updated Exam : 16-Jul-2025

Topic 2: Exam Pool B

A user calls the help desk and reports a workstation is infected with malicious software. Which of the following tools should the help desk technician use to remove the malicious software? (Select TWO).


A. File Explorer


B. User Account Control


C. Windows Backup and Restore


D. Windows Firewall


E. Windows Defender


F. Network Packet Analyzer





A.
  File Explorer

E.
  Windows Defender

Explanation:
The correct answers are E. Windows Defender and A. File Explorer. Windows Defender is a built-in antivirus program that can detect and remove malicious software from a workstation. File Explorer can be used to locate and delete files associated with the malicious software1.

A technician is upgrading the Microsoft Windows 10 OS. Which of the following are required for the technician to safely upgrade the OS? (Select two).


A. Release notes


B. Antivirus software


C. Backup of critical data


D. Device drivers


E. Word processing software


F. Safe boot mode





C.
  Backup of critical data

D.
  Device drivers

Explanation: To safely upgrade the Microsoft Windows 10 OS, it is essential to backup critical data (C) and ensure that you have the necessary device drivers (D). Backing up critical data protects against potential data loss during the upgrade process. Having the correct device drivers ensures that the hardware components function properly with the new OS version, preventing issues like loss of functionality or compatibility problems.

While browsing the internet, a customer sees a window stating antivirus protection is no longer functioning Which of the following steps should a technician take next? (Select two).


A. Isolate the computer from the network


B. Enable the firewall service.


C. Update the endpoint protection software


D. Use System Restore to undo changes.


E. Delete the browser cookies


F. Run sfc /scannow.





A.
  Isolate the computer from the network

Explanation: When encountering a warning about antivirus protection malfunctioning, the first step should be to isolate the computer from the network to prevent potential spread of malware. Updating the endpoint protection software is also crucial to ensure the latest virus definitions and security features are in place to effectively identify and remove the threat.

A technician wants to securely dispose of storage drives. Which of the following is the best way to eliminate data on SSDs?


A. Degaussing


B. Shredding


C. Erasing


D. Drilling





B.
  Shredding

Explanation: For securely disposing of SSDs, physical destruction methods like shredding are considered most effective: Shredding: This method involves physically breaking the SSD into small pieces, making data recovery practically impossible. It's a recommended practice for ensuring that sensitive data on SSDs is irretrievably destroyed.

A customer wants to make sure the data is protected and secure on a Windows laptop's hard drive. Which of the following is the best solution?


A. Windows Backup


B. BitLocker


C. Shadow Copy


D. Trusted PlatformModule





B.
  BitLocker

Explanation: BitLocker is a full-disk encryption feature included with Windows Vista and later. It is designed to protect data by providing encryption for entire volumes. By encrypting the hard drive, BitLocker prevents unauthorized access to the data stored on the drive, securing it in case the laptop is lost or stolen. BitLocker is preferable over options like Windows Backup (which is for data recovery, not encryption), Shadow Copy (used for backup and does not encrypt data), and Trusted Platform Module (TPM, which is a hardware component used alongside BitLocker for securing encryption keys).

A help desk technician runs the following script: Inventory.py. The technician receives the following error message:
How do you want to Open this file?
Which of the following is the MOST likely reason this script is unable to run?


A. Scripts are not permitted to run


B. The script was not built for Windows


C. The script requires administrator privileges


D. The runtime environment is not installed.





D.
  The runtime environment is not installed.

Explanation:
The error message is indicating that the script is not associated with any program on the computer that can open and run it. This means that the script requires a runtime environment, such as Python, to be installed in order for it to execute properly. Without the appropriate runtime environment, the script will not be able to run.

A technician receives a high-priority ticket about sensitive information collected from an end user’s workstation. Which of the following steps should a technician take to preserve the chain of custody for a forensic investigation?


A. Reimage the workstation.


B. Inform the user of the investigation.


C. Recover and secure the workstation.


D. Back up the workstation





C.
  Recover and secure the workstation.

Explanation: In the context of a forensic investigation, especially involving sensitive information, preserving the integrity and the chain of custody of the potential evidence is crucial. The step to "Recover and secure the workstation" involves physically securing the workstation to prevent any unauthorized access and logically securing the data by ensuring that no changes are made to the system or files. This step helps maintain the original state of the workstation, which is essential for a legitimate forensic analysis and ensuring that the evidence is admissible in legal proceedings.

A technician is setting up a backup method on a workstation that only requires two sets of tapes to restore. Which of the following would BEST accomplish this task?


A. Differential backup


B. Off-site backup


C. Incremental backup


D. Full backup





D.
  Full backup

Explanation:
To accomplish this task, the technician should use a Full backup method1 A full backup only requires two sets of tapes to restore because it backs up all the data from the workstation. With a differential backup, the backups need to be taken multiple times over a period of time, so more tapes would be needed to restore the data1.

Which of the following is used to generate passcodes necessary to access applications or systems that require an extra layer of security?


A. Authenticator application


B. Access control lists


C. Biometrics


D. Smart card readers





A.
  Authenticator application

Explanation: Authenticator applications are designed to enhance security by generating temporary, time- sensitive passcodes used in two-factor authentication (2FA) processes. These passcodes are used in conjunction with traditional credentials (like usernames and passwords) to grant access to systems or applications. This extra layer of security ensures that even if primary login credentials are compromised, unauthorized access is still prevented without the dynamically generated code from the authenticator app.

A help desk team lead contacts a systems administrator because the technicians are unable to log in to a Linux server that is used to access tools. When the administrator tries to use remote desktop to log in to the server, the administrator sees the GUI is crashing. Which of the following methods can the administrator use to troubleshoot the server effectively?


A. SFTP


B. SSH


C. VNC


D. MSRA





C.
  VNC

Explanation:
The administrator can use Virtual Network Computing (VNC) to troubleshoot the server effectively. VNC is a graphical desktop sharing system that allows the administrator to remotely control the desktop of a Linux server.


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