[单项选择]A user calls the help desk and explains that they just purchased a Macintosh computer. When they log into the network, the Odyssey Access Client is not automatically downloaded as it was when the user used their Windows PC.How do you resolve this issue?（）
A. Download the Macintosh installer from the Junos Pulse Access Control Service and manually install the Odyssey Access Client.
B. Provide the user with the sign-in URL you set up for Macintosh users; this will push the Odyssey Access Client to the user's machine.
C. Assist the user to configure the Macintosh native supplicant and provide the AppleScnptto expose the EAP-JUAC inner authentication protocol.
D. Configure the user's role to install the Java agent, which is a requirement to allow the Junos Pulse Access Control Service to deploy the Odyssey Access Client.

[单项选择]A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）
A. Ask another technician who has worked with this computer previously to learn about any other prior issues.
B. Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
C. Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
D. Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

[单项选择]A user explains that after the office was vacuumed the previous night their sound is not working and they cannot get onto the network. The user has verified that all of the PC’s cables are plugged into their respective ports. Which of the following is the MOST likely cause?（）
A. Frayed or broken cables
B. UPS is unplugged
C. NIC and sound card are disabled in Device Manager
D. Speakers are muted

[单项选择]Hotel Receptionist: Front desk. Can I help youGuest: This is Mr. Burton in 1205.______
A. Would you please call me at 6:00 in the morning
B. Wake me up at six, will you
C. How can I wake up in the morning
D. Can I get a wake-up call, please

[单项选择]A user calls about a problem with receiving email. After troubleshooting the user’s computer and finding nothing wrong, the technician contacts the email sender and finds out the user gave out their email address incorrectly. Which of the following is the BEST approach in explaining the issue to the user?（）
A. “Sometimes computers are just strange, but it seems to be working now.”
B. “You gave them the wrong address and caused this problem.”
C. “The sender had the e-mail address wrong, but they have it correct now and the problem has been resolved.”
D. “The SMTP server was not getting a proper resolution of the recipient name field when it was parsing the header.”

[单项选择]A user calls and says they cannot get to the Internet. How would a technician walk the user through checking the IP address and default Gateway on the computer?（）
A. Start>Run>type ipconfig>click OK and ask user to read the results.
B. Start>Run>type cmd>click OK>type ipconfig /flushdns>press enter and ask user to read the results.
C. Start>Run>type cmd>click OK>type ipconfig /release>press enter key and ask user to read the results.
D. Start>Run>type cmd>click OK>type ipconfig /all>press enter key and ask user to read the results.

[单项选择] You are the help desk manager for your company. The company network consists of a single Active Directory domain. All client computers run Windows XP Professional. All help desk technicians are members of the Help Desk Technicians group. They use Remote Assistance to remotely control user sessions to provide online support and training to users. The users currently use Windows Messenger to submit Remote Assistance invitations to the help desk technicians. You want to reduce the time required for help desk technicians to respond to Remote Assistance requests. To accomplish this goal, you want to configure the client computers to allow help desk technicians to establish a Remote Assistance session with a client computer without requiring an invitation from a user. What should you do?（） 
A. In the Default Domain Policy, set the Remote Assistance - Solicited Remote Assistance policy setting to Disabled. 
B. In the Default Domain Policy, set the Remote Assistance - Offer Remote Assistance policy setting to Enabled and add the Help Desk Technicians group to the Helpers list. 
C. In each computer's Local Security Policy, grant the Help Desk Technicians group the Allow logon through Terminal Services user right. 
D. In the System properties for each computer, select the Allow users to connect remotely to this computer option, and add the Help Desk Technicians group to the list of allowed users. 

[多项选择] You are a help desk technician for your company. Susan is an executive. Because Susan travels frequently, she uses a Windows XP Professional portable computer that has a smart card reader.  Susan asks you to configure her computer so that she can dial in to the company network when she is out of the office. Company security policy states that dial-in users must use a smart card when they connect to the network, and that the users must use the strongest form of data encryption possible. Company security policy also states that client computers must disconnect if the Routing and Remote Access server does not support both smart card authentication and the strongest possible authentication. You need to configure the dial-up connection properties on Susan’s computer to dial in to the company network. Your solution must ensure that company security policies are enforced.  Which three actions should you perform?（） 
A. Select the Advanced (custom settings) security option.
B. Select the Require data encryption check box. 
C. Select the Typical (recommended settings) security option. 
D. Select the Use smart card item from the Validate my identity as follows list.
E. Select the Maximum strength encryption item from the Data encryption list.
F. Select the Extensible Authentication Protocol (EAP) option, and select Smart Card or other Certificate from the EAP list.

[单项选择] A user calls the system administrator and states that they can no longer access the file server they had been working on all morning. To trouble shoot this problem，  which step should the administrator take FIRST？（）
A.  Reboot the file server.
B.  Ask the user what they were doing when they noticed the problem.
C.  Ask the user to reboot their PC.
D.  Ask the user to ping the default gateway and report the response times back to the administrator.

[单项选择]A user calls to report they are getting I/O errors on a file system. Which of the following tools should be used to isolate this problem？（）
A. df
B. diagrpt
C. errmsg
D. errpt

[单项选择] A support technician wants to help a user, in a different city, navigate a new software program. Which of the following will allow the user and technician to view and control the Windows XP PC desktop simultaneously?（）
A. Terminal Services
B. Remote Assistance
C. Routing and Remote Access Service
D. Remote Desktop

[单项选择]A user wants to be able to receive help from a coworker that is located outside the company’s local office. Which of the following MUST be enabled to allow the user to watch and interact with the coworker simultaneously?（）
A. Remote Desktop
B. Telnet
C. Computer Management
D. Remote Assistance

[单项选择]Which of the following statements best explains the "halo and horn" effect

[单项选择]Which of the following statements best explains why "the second of these was the more serious impediment"
A. Chemical knowledge was limited to a small number of people.
B. The symbolic language used was very imprecise.
C. Very few new discoveries were made by alchemists.
D. The records of the chemical processes were not based on experiments.