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:

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:

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