• Overview
• Outline
• Schedule

About This Course

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.

Prerequites

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

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.