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NO.1 A new help desk technician receives a trouble call from a user. The issue is something the
technician has never
encountered before, and does not know where to begin troubleshootng. The FIRST course of acton is
for the
technician to:
A. ask the customer to please hold while a senior technician is consulted regarding the issue.
B. ask the customer if they would mind holding for no more than two minutes to check resources.
C. tell the customer this is the first tme encountering the issue and to please be patent.
D. tell the customer the issue needs to be escalated to a higher ter technician.
Answer: B
NO.2 A PC is powering on but the only actvity a technician can see is spinning fans. Which of the
following components
would MOST likely be at fault for such a conditon? (Select TWO).
A. CPU
B. Sound card
C. Hard drive
D. SATA controller
E. Memory
Answer: A,E
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