220-1102 Question 644
Single answerEscalation levelsA tier 1 help desk technician receives a ticket from the CFO, who is unable to access an encrypted spreadsheet needed for a board meeting in 30 minutes. The technician verifies the user's identity, confirms the file is on a company file share, and determines that the issue involves file permissions tied to a recently changed security group. Company policy states that tier 1 technicians may perform basic troubleshooting but cannot modify finance share permissions. What should the technician do NEXT?
- A
Escalate the ticket to tier 2 or the appropriate systems administrator, documenting the troubleshooting steps already completed and the business impact
- B
Attempt to add the CFO to the correct security group using a shared administrator account so the issue can be resolved quickly
- C
Close the ticket and instruct the CFO to submit a new request to the security team because access changes are outside help desk responsibilities
- D
Wait to see whether the access issue resolves after the next group policy refresh before taking further action
Show answer and explanation
Correct answer: A
Explanation
This question tests understanding of escalation levels in a real support environment. In A+ Core 2, technicians are expected to recognize when an issue is beyond their authority, access level, or documented support scope and then escalate appropriately. Best practice is to perform basic troubleshooting first, document findings, note the impact and urgency, and route the issue to the correct higher-tier team without unnecessary delay. This aligns with common help desk procedures, least-privilege security principles, and standard incident management practices used in enterprise environments.
- A. Correct.
Correct. This follows proper escalation procedure: the technician has performed initial verification and identified that the issue requires privileges outside tier 1 authority. Escalating to the next support level with clear documentation and urgency is the appropriate response, especially because the affected user is an executive with a time-sensitive business need.
- B. Incorrect.
Incorrect. Using a shared administrator account violates security best practices, breaks accountability, and exceeds the technician's authorized scope. Even if the goal is to help quickly, bypassing access controls and change procedures is not an appropriate response.
- C. Incorrect.
Incorrect. Although the issue may ultimately require another team, the service desk should not simply close the ticket and push the user elsewhere. Proper incident handling requires ownership, documentation, and escalation through the established support process.
- D. Incorrect.
Incorrect. Delaying action is inappropriate because the technician has already identified a likely permissions issue that tier 1 is not allowed to fix. The user's deadline and the potential business impact make timely escalation necessary rather than passive monitoring.