Arizona Department of
Public Safety Arizona
Network Help Desk
Supervisor Exam Plan
,QUESTIONS
Question 1
Compare “Hardware and Peripheral Management” with “Network Architecture
and Topologies”. Which paired descriptions match them in that order?
A. First: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols);
second: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols)
B. First: Asset management, inventory control, and hardware maintenance tracking; second:
Enterprise routing and switching concepts (VLANs, subnetting, routing protocols)
C. First: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols);
second: Asset management, inventory control, and hardware maintenance tracking
D. First: Asset management, inventory control, and hardware maintenance tracking; second:
Asset management, inventory control, and hardware maintenance tracking
Correct Answer: B
Full Explanation: Hardware and Peripheral Management: Asset management, inventory control,
and hardware maintenance tracking. Network Architecture and Topologies: Enterprise routing and
switching concepts (VLANs, subnetting, routing protocols). A: Repeating the second assignment
does not address the first requirement. C: The two roles are reversed: the first assignment belongs
with the second focus, and vice versa. D: Repeating the first assignment leaves the second
requirement without its own matching focus.
Question 2
Which pair stays within the focus of “Operating Systems and Enterprise
Software”, without switching to “Network Architecture and Topologies”? The
pair must contain two distinct concerns. One concern to retain is “Active
Directory, Group Policy Management, and Identity/Access Management (IAM)”.
A. Active Directory, Group Policy Management, and Identity/Access Management (IAM); Public
Safety network infrastructure integration and redundancy
B. Public Safety network infrastructure integration and redundancy; Public Safety network
infrastructure integration and redundancy
C. Active Directory, Group Policy Management, and Identity/Access Management (IAM);
Advanced troubleshooting for Windows, Linux, and specialized server environments
D. Public Safety network infrastructure integration and redundancy; Advanced troubleshooting
for Windows, Linux, and specialized server environments
Correct Answer: C
Full Explanation: Operating Systems and Enterprise Software: Active Directory, Group Policy
Management, and Identity/Access Management (IAM). Operating Systems and Enterprise Software:
Advanced troubleshooting for Windows, Linux, and specialized server environments. Network
Architecture and Topologies: Public Safety network infrastructure integration and redundancy. A:
This describes “Network Architecture and Topologies”, rather than the requested focus. B: This
repeats a different focus rather than covering two distinct concerns in the requested area. D: This
describes “Network Architecture and Topologies”, rather than the requested focus.
2
,QUESTIONS
Question 3
A handover distinguishes “IT Infrastructure Library (ITIL) service lifecycle
foundations”, “Customer Service and Incident Communication”, “Security
Protocols and Threat Mitigation”, “Hardware and Peripheral Management”.
Which entry gives a mismatched association? Pay particular attention to the
role of “Incident, Problem, Change Management”.
A. Security Protocols and Threat Mitigation — Endpoint protection, antivirus management, and
malware incident response
B. IT Infrastructure Library (ITIL) service lifecycle foundations — Peripheral integration (printers,
barcode scanners, specialized communication hardware)
C. Customer Service and Incident Communication — De-escalation techniques for distressed or
frustrated internal stakeholders
D. Hardware and Peripheral Management — Peripheral integration (printers, barcode scanners,
specialized communication hardware)
Correct Answer: B
Full Explanation: The note requiring correction assigns the second focus’s activity to the first
focus. IT Infrastructure Library (ITIL) service lifecycle foundations: Incident, Problem, Change
Management. Hardware and Peripheral Management: Peripheral integration (printers, barcode
scanners, specialized communication hardware). A: This association is consistent: Security
Protocols and Threat Mitigation: Endpoint protection, antivirus management, and malware incident
response. C: This association is consistent: Customer Service and Incident Communication:
De-escalation techniques for distressed or frustrated internal stakeholders. D: This association is
consistent: Hardware and Peripheral Management: Peripheral integration (printers, barcode
scanners, specialized communication hardware).
Question 4
Assign a technical focus to “Operating Systems and Enterprise Software” first
and “Customer Service and Incident Communication” second. Which pairing is
appropriate?
A. First: Virtualization technologies and cloud-based infrastructure support; second:
Virtualization technologies and cloud-based infrastructure support
B. First: Virtualization technologies and cloud-based infrastructure support; second: Managing
high-stress, high-priority public safety user communications
C. First: Managing high-stress, high-priority public safety user communications; second:
Virtualization technologies and cloud-based infrastructure support
D. First: Managing high-stress, high-priority public safety user communications; second:
Managing high-stress, high-priority public safety user communications
Correct Answer: B
Full Explanation: Operating Systems and Enterprise Software: Virtualization technologies and
cloud-based infrastructure support. Customer Service and Incident Communication: Managing
high-stress, high-priority public safety user communications. A: Repeating the first assignment
leaves the second requirement without its own matching focus. C: The two roles are reversed: the
first assignment belongs with the second focus, and vice versa. D: Repeating the second
assignment does not address the first requirement.
3
, QUESTIONS
Question 5
Which focus connects both “Handling, storage, and transmission protocols for
sensitive and classified law enforcement data” and “FBI Criminal Justice
Information Services (CJIS) Security Policy compliance standards”?
A. CJIS and Regulatory Compliance
B. Human Resources and State Employment Policies
C. Operating Systems and Enterprise Software
D. Hardware and Peripheral Management
Correct Answer: A
Full Explanation: CJIS and Regulatory Compliance: Handling, storage, and transmission protocols
for sensitive and classified law enforcement data. CJIS and Regulatory Compliance: FBI Criminal
Justice Information Services (CJIS) Security Policy compliance standards. B: That focus concerns
“Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliance”, not
the activity being assigned. C: That focus concerns “Advanced troubleshooting for Windows, Linux,
and specialized server environments”, not the activity being assigned. D: That focus concerns
“Peripheral integration (printers, barcode scanners, specialized communication hardware)”, not the
activity being assigned.
Question 6
What should a targeted check of “Security Protocols and Threat Mitigation”
examine?
A. Workflow scheduling, shift management, and coverage optimization for 24/7/365
environments
B. Endpoint protection, antivirus management, and malware incident response
C. De-escalation techniques for distressed or frustrated internal stakeholders
D. VLANs, subnetting, routing protocols
Correct Answer: B
Full Explanation: Security Protocols and Threat Mitigation: Endpoint protection, antivirus
management, and malware incident response. A: This describes “Supervisory Principles and
Administration”, rather than the requested focus. C: This describes “Customer Service and Incident
Communication”, rather than the requested focus. D: This describes “Enterprise routing and
switching concepts”, rather than the requested focus.
4
Public Safety Arizona
Network Help Desk
Supervisor Exam Plan
,QUESTIONS
Question 1
Compare “Hardware and Peripheral Management” with “Network Architecture
and Topologies”. Which paired descriptions match them in that order?
A. First: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols);
second: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols)
B. First: Asset management, inventory control, and hardware maintenance tracking; second:
Enterprise routing and switching concepts (VLANs, subnetting, routing protocols)
C. First: Enterprise routing and switching concepts (VLANs, subnetting, routing protocols);
second: Asset management, inventory control, and hardware maintenance tracking
D. First: Asset management, inventory control, and hardware maintenance tracking; second:
Asset management, inventory control, and hardware maintenance tracking
Correct Answer: B
Full Explanation: Hardware and Peripheral Management: Asset management, inventory control,
and hardware maintenance tracking. Network Architecture and Topologies: Enterprise routing and
switching concepts (VLANs, subnetting, routing protocols). A: Repeating the second assignment
does not address the first requirement. C: The two roles are reversed: the first assignment belongs
with the second focus, and vice versa. D: Repeating the first assignment leaves the second
requirement without its own matching focus.
Question 2
Which pair stays within the focus of “Operating Systems and Enterprise
Software”, without switching to “Network Architecture and Topologies”? The
pair must contain two distinct concerns. One concern to retain is “Active
Directory, Group Policy Management, and Identity/Access Management (IAM)”.
A. Active Directory, Group Policy Management, and Identity/Access Management (IAM); Public
Safety network infrastructure integration and redundancy
B. Public Safety network infrastructure integration and redundancy; Public Safety network
infrastructure integration and redundancy
C. Active Directory, Group Policy Management, and Identity/Access Management (IAM);
Advanced troubleshooting for Windows, Linux, and specialized server environments
D. Public Safety network infrastructure integration and redundancy; Advanced troubleshooting
for Windows, Linux, and specialized server environments
Correct Answer: C
Full Explanation: Operating Systems and Enterprise Software: Active Directory, Group Policy
Management, and Identity/Access Management (IAM). Operating Systems and Enterprise Software:
Advanced troubleshooting for Windows, Linux, and specialized server environments. Network
Architecture and Topologies: Public Safety network infrastructure integration and redundancy. A:
This describes “Network Architecture and Topologies”, rather than the requested focus. B: This
repeats a different focus rather than covering two distinct concerns in the requested area. D: This
describes “Network Architecture and Topologies”, rather than the requested focus.
2
,QUESTIONS
Question 3
A handover distinguishes “IT Infrastructure Library (ITIL) service lifecycle
foundations”, “Customer Service and Incident Communication”, “Security
Protocols and Threat Mitigation”, “Hardware and Peripheral Management”.
Which entry gives a mismatched association? Pay particular attention to the
role of “Incident, Problem, Change Management”.
A. Security Protocols and Threat Mitigation — Endpoint protection, antivirus management, and
malware incident response
B. IT Infrastructure Library (ITIL) service lifecycle foundations — Peripheral integration (printers,
barcode scanners, specialized communication hardware)
C. Customer Service and Incident Communication — De-escalation techniques for distressed or
frustrated internal stakeholders
D. Hardware and Peripheral Management — Peripheral integration (printers, barcode scanners,
specialized communication hardware)
Correct Answer: B
Full Explanation: The note requiring correction assigns the second focus’s activity to the first
focus. IT Infrastructure Library (ITIL) service lifecycle foundations: Incident, Problem, Change
Management. Hardware and Peripheral Management: Peripheral integration (printers, barcode
scanners, specialized communication hardware). A: This association is consistent: Security
Protocols and Threat Mitigation: Endpoint protection, antivirus management, and malware incident
response. C: This association is consistent: Customer Service and Incident Communication:
De-escalation techniques for distressed or frustrated internal stakeholders. D: This association is
consistent: Hardware and Peripheral Management: Peripheral integration (printers, barcode
scanners, specialized communication hardware).
Question 4
Assign a technical focus to “Operating Systems and Enterprise Software” first
and “Customer Service and Incident Communication” second. Which pairing is
appropriate?
A. First: Virtualization technologies and cloud-based infrastructure support; second:
Virtualization technologies and cloud-based infrastructure support
B. First: Virtualization technologies and cloud-based infrastructure support; second: Managing
high-stress, high-priority public safety user communications
C. First: Managing high-stress, high-priority public safety user communications; second:
Virtualization technologies and cloud-based infrastructure support
D. First: Managing high-stress, high-priority public safety user communications; second:
Managing high-stress, high-priority public safety user communications
Correct Answer: B
Full Explanation: Operating Systems and Enterprise Software: Virtualization technologies and
cloud-based infrastructure support. Customer Service and Incident Communication: Managing
high-stress, high-priority public safety user communications. A: Repeating the first assignment
leaves the second requirement without its own matching focus. C: The two roles are reversed: the
first assignment belongs with the second focus, and vice versa. D: Repeating the second
assignment does not address the first requirement.
3
, QUESTIONS
Question 5
Which focus connects both “Handling, storage, and transmission protocols for
sensitive and classified law enforcement data” and “FBI Criminal Justice
Information Services (CJIS) Security Policy compliance standards”?
A. CJIS and Regulatory Compliance
B. Human Resources and State Employment Policies
C. Operating Systems and Enterprise Software
D. Hardware and Peripheral Management
Correct Answer: A
Full Explanation: CJIS and Regulatory Compliance: Handling, storage, and transmission protocols
for sensitive and classified law enforcement data. CJIS and Regulatory Compliance: FBI Criminal
Justice Information Services (CJIS) Security Policy compliance standards. B: That focus concerns
“Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliance”, not
the activity being assigned. C: That focus concerns “Advanced troubleshooting for Windows, Linux,
and specialized server environments”, not the activity being assigned. D: That focus concerns
“Peripheral integration (printers, barcode scanners, specialized communication hardware)”, not the
activity being assigned.
Question 6
What should a targeted check of “Security Protocols and Threat Mitigation”
examine?
A. Workflow scheduling, shift management, and coverage optimization for 24/7/365
environments
B. Endpoint protection, antivirus management, and malware incident response
C. De-escalation techniques for distressed or frustrated internal stakeholders
D. VLANs, subnetting, routing protocols
Correct Answer: B
Full Explanation: Security Protocols and Threat Mitigation: Endpoint protection, antivirus
management, and malware incident response. A: This describes “Supervisory Principles and
Administration”, rather than the requested focus. C: This describes “Customer Service and Incident
Communication”, rather than the requested focus. D: This describes “Enterprise routing and
switching concepts”, rather than the requested focus.
4
