100-140 Question 145
Select 3A user contacts you stating that they are unable to log in to their work email account due to a forgotten password. As an IT support technician, what steps should you take to reset their password securely?
- A
Verify the user's identity using company-approved methods before proceeding.
- B
Immediately send the user a new password without verifying their identity.
- C
Direct the user to use the 'Forgot Password' self-service option if available.
- D
Reset the password to a temporary one and require the user to change it upon login.
- E
Save the user's new password in a shared file for future reference.
Show answer and explanation
Correct answers: A, C, D
Explanation
When resetting passwords, it is essential to prioritize security by verifying the user's identity, guiding them to self-service options when possible, and ensuring any temporary password is changed immediately. Avoid insecure practices like skipping identity verification or storing passwords in shared locations.
- A. Correct.
Verifying the user's identity is a critical security step to ensure the request is legitimate and prevent unauthorized access.
- B. Incorrect.
Sending a new password without verifying identity is a major security risk and violates standard IT support practices.
- C. Correct.
Directing the user to the 'Forgot Password' self-service option is a secure and efficient method when such options are available.
- D. Correct.
Resetting the password to a temporary one and requiring a change upon login ensures the user creates a secure password known only to them.
- E. Incorrect.
Saving the user's new password in a shared file is an insecure practice and poses a significant security risk.