Course Length: 3 days

Course Description

In this course, you will learn to support users running the Microsoft Windows® XP operating system. You'll learn about the job duties of the Desktop Support Technician (DST), and you'll resolve a variety of common desktop operating system issues, including installation, desktop management, file and folder access, hardware, printing, and network connectivity.
                            
Course Objective: You will support users running the Microsoft Windows® XP operating system.

Target Student: This course is primarily intended for people who have little or no job experience in the Information Technology (IT) industry. Students must have experience working with Windows desktop operating systems and the appropriate prerequisite knowledge. Target students include new entrants to the IT field, career changers entering the IT field, and academic students.

Prerequisites: To ensure your success, we recommend that you have basic experience with a Microsoft Windows operating system, such as Microsoft Windows XP; Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer; and command-line system-management utilities.
We also recommend that you have a basic understanding of core operating system technologies, including installation and configuration; hardware components and their functions; major desktop components and interfaces and their functions; TCP/IP settings; and technologies for establishing Internet connectivity.

See Dates for this class

 

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

• examine how to use troubleshooting guidelines and tools to support users.
• identify and resolve installation issues.
• identify and resolve desktop management issues.
• identify and resolve file and folder issues.
• identify and resolve hardware issues.
• identify and resolve print issues.
• identify and resolve network connectivity issues.

 

 

Course Content

Lesson 1: Introduction to Supporting Users
Topic 1A: The Desktop Support Technician
Topic 1B: The Windows Desktop Operating Systems
Topic 1C: Tools for Troubleshooting Windows Desktop Operating Systems
                                  
Lesson 2: Resolving Installation Issues
Topic 2A: Preparing for Installation
Topic 2B: Preparing the Hard Disk for Installation
Topic 2C: How the Installation Process Works
Topic 2D: Troubleshooting an Attended Installation
Topic 2E: Troubleshooting an Upgrade
Topic 2F: Troubleshooting an Unattended Installation
Topic 2G: Troubleshooting the Boot Process

Lesson 3: Resolving Desktop Management Issues
Topic 3A: Troubleshooting Logon
Topic 3B: Troubleshooting User Configuration
Topic 3C: Troubleshooting Multilingual Configuration
Topic 3D: Troubleshooting Security and Local Policy Settings
Topic 3E: Troubleshooting System Performance

Lesson 4: Resolving File and Folder Issues
Topic 4A: Managing Files and Folders
Topic 4B: Troubleshooting Access to Files and Folders
Topic 4C: Troubleshooting Access to Shared Files and Folders
Topic 4D: Troubleshooting Access to Offline Files

 

Lesson 5: Resolving Hardware Issues
Topic 5A: Managing Drivers
Topic 5B: Troubleshooting Storage Devices
Topic 5C: Troubleshooting Display Devices
Topic 5D: Troubleshooting Input and Output Devices
Topic 5E: Troubleshooting the Advanced Configuration and Power Interface
                                        
Lesson 6: Resolving Print Issues
Topic 6A: Installing Local and Network Printers
Topic 6B: Troubleshooting Printer Drivers
Topic 6C: Troubleshooting Printers and Print Jobs
Topic 6D: Auditing Printers

Lesson 7: Resolving Network Connectivity Issues
Topic 7A: Applying the OSI Model
Topic 7B: Managing Computer Addressing
Topic 7C: Managing Name Resolution
Topic 7D: Troubleshooting Remote Connection Issues