3 Day Course
Introduction
Elements of this syllabus are subject to change.
This three-day instructor-led course provides students
with the knowledge and skills to troubleshoot and escalate or repair problems
with Windows desktop operating systems by reacting to incident requests from
end users.
This course will provide the basic knowledge of system
architecture and security needed to provide the students with the requisite
skills required to support end users and adhere to ITIL/MOF foundational
operations.
Audience Profile
This course is intended for people who have little or no
job experience in the IT industry. They will have experience working with
Windows desktop systems and will be A+ certified, or have equivalent knowledge.
The target audience will typically be:
•
New entrants to the IT field
•
Career changers entering the IT field
•
Academic students
When students complete the course, they will typically
enter their career in the IT industry performing in two different capacities.
They will support end users who run Windows 2000 Professional or Windows XP
Professional in a corporate environment, or will support end users who run
Windows XP Home Edition in a home environment. They will provide computer
owners with over-the-telephone support or support the end user when they bring
their computer to a computer shop for support.
At Course Completion
After completing this course, students will be able to:
•
Describe the role and key skills of a desktop
support technician (DST) and the different environments they work in.
•
Describe the concepts of user accounts, user
profiles and user rights, and identify and resolve logon issues.
•
Identify and resolve system configuration and
security issues.
•
Identify and resolve network connectivity
issues.
•
Identify and resolve hardware issues.
•
Identify and resolve file and folder issues.
•
Identify and resolve print issues.
•
Identify and resolve startup issues
Prerequisites
Before attending this course,
students must have:
- Basic experience of a Microsoft Windows operating system such as
Microsoft Windows XP.
- Basic understanding of Microsoft Office applications and Microsoft
Windows accessories, including Microsoft Internet Explorer.
- Basic understanding of core operating system technologies, including
installation and configuration.
- Basic understanding of hardware components and their functions.
- Basic understanding of the major desktop components and interfaces
and their functions.
- Basic understanding of Transmission Control Protocol/Internet
Protocol (TCP/IP) settings.
- Basic experience of command-line utilities for managing the
operating system.
- Basic understanding of technologies that are available for
establishing Internet connectivity
Course Outline
Module 1: Introduction to the Desktop Support Technician Role and
Environment
This module describes the role
and key skills of a desktop support technician (DST) and the role of a DST
within Microsoft Operations Framework (MOF). It discusses the end-user support
environment and the corporate support environment in which DSTs work and the
skills required to successfully interact with users.
Lessons
- Examining the Desktop Support Technician Role
- Examining the Desktop Support Environment
- Interacting with Users
After completing this module,
students will be able to:
- Describe the role and general responsibilities of a DST.
- Describe the Microsoft Operations Framework (MOF) and the role of
the DST within MOF.
- Successfully interact with users.
Module 2: Resolving User Account and Logon Issues
This module introduces the
Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop
operating systems and describes the concepts of domains and workgroups. This
module describes the concepts of user accounts, user profiles, and user rights
and explains how to help users resolve common logon issues.
Lessons
- Desktop Operating System Concepts
- User Account Concepts
- Troubleshooting User Logon Issues
Lab : Resolving User Account and Logon Issues
- Troubleshooting Domain Logon Issues
- Troubleshooting a User Profile Issue
After completing this module,
students will be able to:
- Understand the basic concepts necessary for resolving desktop
operating system issues in the Windows XP Professional and Windows XP Home
Edition environments.
- Understand the basic concepts of user accounts, user profiles, and
user rights.
- Troubleshoot user logon issues.
Module 3: Resolving System Configuration and Security Issues
This module provides information
about how to help users resolve system configuration issues, system security
issues, and system performancerelated issues. After completing this module,
you will be able to troubleshoot these areas of desktop management.
Lessons
- Troubleshooting System Configuration Issues
- Troubleshooting Security Issues
- Troubleshooting System Performance
Lab : Resolving System Configuration and Security Issues
- Troubleshooting Multilingual Issues
- Troubleshooting Network File Share and Printer Connection Issues
After completing this module,
students will be able to:
- Troubleshoot system configuration
issues.
- Troubleshoot security issues.
- Troubleshoot system performance.
Module 4: Resolving Network Connectivity Issues
This module discusses how to help
users manage computer addressing and name resolution and how to assist
customers in properly configuring remote connections. After completing this
module, you will be able to troubleshoot problems with network connections,
networking protocols, and the way in which computers are addressed.
Lessons
- Managing Computer Addressing Issues
- Troubleshooting Name Resolution Issues
- Troubleshooting Remote Network Connectivity Issues
- Troubleshooting Computers by Using Remote Connection Tools
Lab : Resolving Network Connectivity Issues
- Troubleshooting TCP/IP Connections
- Troubleshooting a Name Resolution Issue
After completing this module,
students will be able to:
- Manage computer addressing issues.
- Troubleshoot name resolution issues.
- Troubleshoot remote network connectivity
issues.
- Troubleshoot computers by using remote
connection tools.
Module 5: Resolving Hardware Issues
This module discusses issues that
occur with different hardware components and configurations and with device
drivers. After completing this module, you will be able to troubleshoot storage
devices, display devices, input/output (I/O) devices, and power configurations.
Lessons
- Managing Drivers
- Troubleshooting Drivers by Using Safe Mode
- Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting I/O Devices
- Troubleshooting ACPI
Lab : Resolving Hardware Issues
- Troubleshooting Device Drivers
After completing this module,
students will be able to:
- Manage drivers.
- Troubleshoot drivers by using Safe Mode.
- Troubleshoot storage devices.
- Troubleshoot display devices.
- Troubleshoot I/O devices.
- Troubleshoot ACPI issues.
Module 6: Resolving File and Folder Issues
This module describes how to
support users who are attempting to perform file and folder management tasks,
such as compressing files, enabling and disabling encryption, verifying
permissions, or specifying access to files and folders. After completing this
module, you will be able to troubleshoot file and folder issues whether they
occur locally or across a network.
Lessons
- Managing Files and Folders
- Troubleshooting Access to Files and
Folders
- Troubleshooting Access to Shared Files
and Folders
- Troubleshooting Access to Offline Files
Lab : Resolving File and Folder Issues
- Troubleshooting File and Folder Issues
- Troubleshooting Access to Shared Files and Folders
- Troubleshooting Offline Access to Files and Folders
After completing this module,
students will be able to:
- Manage files and folders.
- Troubleshoot access to files and
folders.
- Troubleshoot access to shared files and
folders.
- Troubleshoot access to offline files.
Module 7: Resolving Printer Issues
This module explains how to
troubleshoot printer installations, printer drivers, and issues that are
related to print jobs. After completing this module, you will be able to
troubleshoot print issues.
Lessons
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
Lab : Resolving Printer Issues
- Applying Printer Permissions
- Troubleshooting Print Job Issues
After completing this module,
students will be able to:
- Install local and network printers.
- Troubleshoot issues with printer
drivers.
- Troubleshoot issues with printers and
print jobs.
Module 8: Resolving Startup Issues
This module discusses the
computer boot process and why DSTs must be able to understand the components of
the boot process for Microsoft Windows XP Professional and the tools available
to troubleshoot startup issues. This understanding will enable them to address
problems when a computer will not start properly. After completing this module,
you will be able to troubleshoot the boot process.
Lessons
- Overview of the Windows XP Boot Process
- Troubleshooting the Boot Process
Lab : Resolving Startup Issues
- Modify the Boot.ini File
- Resolve Startup Issues
After completing this module,
students will be able to:
- Describe the Windows XP boot process and
how it works.
- Troubleshoot the boot process
