CompTIA A+ Core 2 (220-1102) — Question 334

A user reports a hardware issue to the help desk. Which of the following should the help desk technician do first when responding to the user?

Answer options

• A. Ask the user for the model number of the hardware.
• B. Offer a temporary replacement device to the user.
• C. Submit the issue to the manufacturer.
• D. Remotely install updates to the device driver.

Correct answer: A

Explanation

The correct first step is to ask the user for the model number of the hardware, as this information is crucial for diagnosing the problem. Offering a temporary replacement or submitting the issue to the manufacturer may be necessary later, but identifying the hardware model takes precedence. Remotely installing updates to the device driver should also be done only after understanding the specific hardware involved.