• Overview
• Outline
• Schedule

About This Course

About This Hands-On Lab

This one-day instructor-led hands-on lab prepares students who are currently providing end-user support in a Microsoft Windows XP operating environment with a review of the objectives covered on the Microsoft Certified Desktop Support Technician (MCDST) certification exams.

Audience Profile

This hands-on lab is intended for current Windows XP end-user support personnel who are currently at a skill level comparable to a 200-300 level expertise and will typically be considered Tier 2 or Tier 3 level end-user support.

Prerequites

This hands-on lab requires that students meet the following prerequisites:

• Have experience with resolving issues for end users who are running Windows XP
• Be employed in an end-user or helpdesk support role at the 200 level (this translates into Tier 2 or Tier 3 helpdesk staff)
• Have knowledge of configuring and using Microsoft Office applications
• Have 50%-75% of the skills reflected in the preparation guides for exams 70-271 and 70-272
• Weakest skill areas may include:Navigating the Windows XP UIVerifying which security settings are being applied locally and from a domain via local and domain group policiesWorking with Internet Explorer Security and Privacy settingsTroubleshooting IP communications

At Course Completion

At Hands-On Lab Completion

After completing this hands-on lab, students will be:

• Prepared to take exam 70-271, Supporting Users and Troubleshooting a Microsoft Windows XP Operating System; this includes: Troubleshooting the installation of a Windows XP desktop operating system Managing and troubleshooting access to resources Configuring and troubleshooting hardware devices and drivers Configuring and troubleshooting the desktop and user environments Troubleshooting network protocols and services
• Prepared to take exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System; this includes: Configuring and troubleshooting applications Resolving issues related to usability Resolving issues related to application customization Configuring and troubleshooting connectivity for applications Configuring application security