A Technician Responds to a Call from a User Who

question 13

Multiple Choice

A technician responds to a call from a user who claims to have a virus on a workstation. The technician observes the following notification from the system tray: There are 1033 infected files on this computer. Click here to disinfect. The link is blocked by the corporate content filter and displays a message stating the site contains known malware. Which of the following should the technician complete to secure the computer with MINIMAL impact to the user?

• A) Compare the startup items and services to a known clean image, and remove any startup items not found in the other image. Run an anti-malware scan.
• B) Validate that the alerts are false positives, and disable security software on the workstation to prevent further false notifications.
• C) Back up the user's files. Restore the system to the original system image designated by corporate IT policies. Restore the user's files.
• D) Request a content filter exception to allow access to the link from the notification. Once available, follow the instructions on the linked site.

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Definitions:

Fraud

A wrongful or criminal deception intended to result in financial or personal gain.

Sell

The act of giving or handing over something in exchange for money.

Business

An organization or enterprising entity engaged in commercial, industrial, or professional activities with the aim of generating profits.

Libel

Any false statement that harms another person’s good name or reputation made in a permanent form, such as movies, writing, and videotape, and communicated to others.