Course Description
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.
Agenda
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 Goal, 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
Labs
- Lab : Resolving User Account and Logon Issues
- Troubleshooting Domain Logon Issues
- Troubleshooting a User Profile Issue
After Completing This Goal, 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
Labs
- Lab : Resolving System Configuration and Security Issues
- Troubleshooting Multilingual Issues
- Troubleshooting Network File Share and Printer Connection Issues
After Completing This Goal, 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.
Lessons
- Managing Computer Addressing Issues
- Troubleshooting Name Resolution Issues
- Troubleshooting Remote Network Connectivity Issues
- Troubleshooting Computers by Using Remote Connection Tools
Labs
- Lab : Resolving Network Connectivity Issues
- Troubleshooting TCP/IP Connections
- Troubleshooting a Name Resolution Issue
After Completing This Goal, 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
Labs
- Lab : Resolving Hardware Issues
- Troubleshooting Device Drivers
After Completing This Goal, 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
Labs
- 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 Goal, 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
Labs
- Lab : Resolving Printer Issues
- Applying Printer Permissions
- Troubleshooting Print Job Issues
After Completing This Goal, 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
Labs
- Lab : Resolving Startup Issues
- Modify the Boot.ini File
- Resolve Startup Issues
After Completing This Goal, Students will be Able To
- Describe the Windows XP boot process and how it works.
- Troubleshoot the boot process.
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
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.