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Introduction
This three-day instructor led course is to provide individuals who are new to Microsoft Windows® XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional in an Active Directory® network environment, or Windows XP Home edition in a workgroup environment. This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.
This is the first course in the Microsoft Certified Desktop Support Technician curriculum
Audience
This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows have basic navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.
At Course Completion
After completing this course, students will be able to:
- Perform and troubleshoot an attended installation of the Windows XP operating system
- Perform post installation configuration (user configuration, apply service packs, etc.)
- Answer end user questions related to upgrading from a previous version of Windows
- Troubleshoot system startup and user logon problems
- Monitor and analyze system performance
- Monitor, manage, and troubleshoot access to files and folders
- Troubleshoot connecting to local and network print devices
- Configuring and Troubleshooting Hardware Devices and Drivers
- Configure and troubleshoot storage devices
- Configure and troubleshoot display devices
- Troubleshooting Network Protocols and Services
- Configure and troubleshoot Advanced Configuration and Power Interface (ACPI)
- Configure and troubleshoot input and output (I/O) devices
- Configure support for multiple languages or multiple locations
- Troubleshoot security settings and local security policy
- Configure and troubleshoot local user and group accounts
- Troubleshoot the TCP/IP protocol
- Configure and troubleshoot Windows Firewall (ICF) settings
- Troubleshoot name resolution issues
- Configure and troubleshoot remote connections
- Configure and troubleshoot end user systems using remote Desktop and Remote Assistance
Prerequisites
Before attending this course, students must have:
- Before attending this course, students must have:
- Basic experience using a Microsoft Windows Operating system such as Windows XP
- Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including 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
- How to use command-line utilities to manage the operating system
- Basic understanding of technologies that are available for establishing Internet connectivity.
Course Outline
- Introduction to Supporting Users
- The Desktop Support Technician
- The Windows Desktop Operating Systems
- Tools for Troubleshooting Windows Desktop Operating Systems
- Resolving Installation Issues
- Preparing for Installation
- Preparing the Hard Disk for Installation
- How the Installation Process Works
- Troubleshooting an Attended Installation
- Troubleshooting an Upgrade
- Troubleshooting an Unattended Installation
- Troubleshooting the Boot Process
- Resolving Desktop Management Issues
- Troubleshooting Logon
- Troubleshooting User Configuration
- Troubleshooting Multilingual Configuration
- Troubleshooting Security and Local Policy Settings
- Troubleshooting System Performance
- Resolving Desktop Management Issues
- Resolving File and Folder Issues
- Managing Files and Folders
- Troubleshooting Access to Files and Folders
- Troubleshooting Access to Shared Files and Folders
- Troubleshooting Access to Offline Files
- Resolving Hardware Issues
- Managing Drivers Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting Import and Output (I/O) Devices
- Troubleshooting Advanced Configuration and Power Interface (ACPI)
- Resolving Print Issues
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
- Auditing Printers
- Resolving Network Connectivity Issues
- Applying the OSI Model
- Managing Computer Addressing
- Managing Name Resolution
- Troubleshooting Remote Connection Issues
Microsoft Certified Professional Exams
Exam 70-271: Installing, Configuring, and Administering Microsoft Windows XP Professional
Course Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.
Related courses:
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