Desktop Support Technician Program
Courses
Courses are taken online at the student's pace. Students have 1 week to complete each course and may complete them earlier if able.
Overview
The following courses are included in the training portion of the program. Following this table is a complete description of each course offered.
| Course |
Course Length |
| Installing Windows XP |
1.75 hours |
| Managing and Troubleshooting Devices, Drivers, Local Security, and User Logon |
2.2 hours |
| Managing and Troubleshooting Desktop Storage and Settings |
1.83 hours |
| Managing and Troubleshooting Network Protocols and Operating System Performance |
2.45 hours |
| Managing and Troubleshooting Resources |
2.33 hours |
| Resolving Issues with Internet Explorer, Application Security, and Security Incidents |
2.33 hours |
| Resolving Issues with Hardware and Network Connectivity |
2.0 hours |
| Resolving Issues with Outlook and Outlook Express |
2.33 hours |
| Resolving Issues with the Operating System and Office Applications |
2.0 hours |
| Total Training Time |
19.17 hours |
Classroom Sessions
There will be two 3-hour classroom sessions per month or five total for the duration of the program. Students are expected to attend each session.
Online Sessions
Installing Windows XP
Overview/Description: To explain how to manage Windows XP installations and upgrades
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 105 Minutes
Lesson Objectives
- Perform an attended installation of Windows XP.
- Perform an unattended installation of Windows XP.
- Customize a Windows XP installation in a given scenario.
- Recognize how to perform an upgrade to Windows XP and migrate user settings.
- Troubleshoot a Windows XP installation in a given scenario.
- Troubleshoot users' installation problems in a given scenario.
Managing and Troubleshooting Devices, Drivers, Local Security, and User Logon
Overview/Description: To explain how to manage and troubleshoot devices, drivers, local security, and user logon
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 130 Minutes
Lesson Objectives
- Configure and troubleshoot device drivers.
- Recognize how to manage NICs and USB devices.
- Configure and troubleshoot hardware.
- Troubleshoot users' hardware problems.
- Recognize how to configure and troubleshoot local security settings.
- Recognize how to solve system startup and user logon problems.
- Troubleshoot user problems with system startup and logon.
Managing and Troubleshooting Desktop Storage and Settings
Overview/Description: To explain how to manage and troubleshoot desktop storage and settings
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 110 Minutes
Lesson Objectives
- Recognize how to configure basic and dynamic disks.
- Configure and troubleshoot disks and optical devices.
- Troubleshoot user queries relating to disk storage problems.
- Configure and troubleshoot desktop settings.
- Recognize how to configure and troubleshoot user settings.
- Configure and troubleshoot desktop and user settings in a given scenario.
Managing and Troubleshooting Network Protocols and Operating System Performance
Overview/Description: To explain how to manage and troubleshoot network protocols and operating system performance
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 145 Minutes
Lesson Objectives
- Recognize how to use remote access tools to troubleshoot users' desktops.
- Troubleshoot settings in Internet Explorer in a given scenario.
- Configure TCP/IP settings.
- Troubleshoot TCP/IP settings.
- Troubleshoot TCP/IP communication in a given scenario.
- Recognize how to use Windows XP's tools to monitor OS performance.
- Recognize how to monitor and troubleshoot Windows XP performance.
- Troubleshoot users' problems with OS performance.
Managing and Troubleshooting Resources
Overview/Description: To explain how to manage and troubleshoot resources
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 140 Minutes
Lesson Objectives
- Recognize how to manage shared folders in Windows XP.
- Recognize how to use permissions to control access to files and folders.
- Configure permissions on shared folders in a given scenario.
- Troubleshoot file access in a given scenario.
- Troubleshoot user access to files and shared folders in a given scenario.
- Configure and troubleshoot offline files.
- Configure and manage local and network printing.
- Answer user queries related to troubleshooting printer problems and offline files.
Resolving Issues with Internet Explorer, Application Security, and Security Incidents
Overview/Description: To explain how to resolve issues with Internet Explorer and to configure application security
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 140 Minutes
Lesson Objectives
- Troubleshoot settings in Internet Explorer in a given scenario.
- Identify and respond to security incidents in a given scenario.
- Recognize how to manage critical updates.
- Troubleshoot security permissions.
- Manage security settings.
- Troubleshoot application security.
- Resolve queries on security issues.
Resolving Issues with Hardware and Network Connectivity
Overview/Description: To explain how to resolve issues with hardware and network connectivity
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 120 Minutes
Lesson Objectives
- Resolve hardware issues in a given scenario.
- Resolve print issues in a given scenario.
- Troubleshoot hardware problems in a given scenario.
- Resolve network problems in a given scenario.
- Resolve firewall issues in a given scenario.
- Configure ICF port mappings in a given scenario.
Resolving Issues with Outlook and Outlook Express
Overview/Description: To explain how to resolve issues with Outlook and Outlook Express
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 140 Minutes
Lesson Objectives
- Recognize how to configure Outlook.
- Recognize how to modify settings and manage data in Outlook.
- Advise users how to customize Outlook in response to specific problems.
- Identify and troubleshoot problems in Outlook.
- Configure Outlook Express e-mail and newsgroups in a given scenario.
- Customize and manage data in Outlook Express.
- Advise users how to customize Outlook Express in response to specific problems.
Resolving Issues with the Operating System and Office Applications
Overview/Description: To explain how to resolve issues with the operating system and Office applications
Target Audience: Technical support and help-desk personnel who need to support end users running Microsoft Windows(R) XP Professional or Microsoft Windows XP Home Edition
Expected Duration: 120 Minutes
Lesson Objectives
- Configure the operating system in a given scenario.
- Recognize how to troubleshoot compatibility problems in a given scenario.
- Customize the operating system to resolve problems presented by users.
- Install Office in a given scenario.
- Customize Office and repair an Office installation in a given scenario.
- Customize users' Office settings.
Next Page: Test Preparation
Previous Page: Prerequisites
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