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.
Target Audience:
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
Pre-requisites:
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.
At Course Completion:
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.
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.
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 performance–related 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.
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.
