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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.


 
Course Outline

About this Course
Elements of this syllabus are subject to change.
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.

Audience Profile
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.
At Course Completion
After completing this course, students will be able to:
 
•Describe the role and key skills of a desktop support technician (DST) and the different environments they work in.
•Describe the concepts of user accounts, user profiles and user rights, and identify and resolve logon issues.
•Identify and resolve system configuration and security issues.
•Identify and resolve network connectivity issues.
•Identify and resolve hardware issues.
•Identify and resolve file and folder issues.
•Identify and resolve print issues.
•Identify and resolve startup issues.

Course Outline

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:
•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

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:
•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

Lab : Resolving System Configuration and Security Issues
•Troubleshooting Multilingual Issues
•Troubleshooting Network File Share and Printer Connection Issues

After completing this module, 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

Lab : Resolving Network Connectivity Issues
•Troubleshooting TCP/IP Connections
•Troubleshooting a Name Resolution Issue

After completing this module, 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

Lab : Resolving Hardware Issues
•Troubleshooting Device Drivers

After completing this module, 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

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 module, 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

Lab : Resolving Printer Issues
•Applying Printer Permissions
•Troubleshooting Print Job Issues

After completing this module, 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

Lab : Resolving Startup Issues
•Modify the Boot.ini File
•Resolve Startup Issues

After completing this module, students will be able to:
•Describe the Windows XP boot process and how it works.
•Troubleshoot the boot process.
 


Prerequisites & Certificates
Pre-Requisites

Before attending this course, students must have: •Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP. •Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft 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. •Basic experience of command-line utilities for managing the operating system. •Basic understanding of technologies that are available for establishing Internet connectivity.

Certificates offered

Certificate of Completion


Cancellation Policy
All registration cancellations made within five (5) working days of the date of the course are billable at 100%. Synesis reserves the right to cancel any public courses due to lack of sufficient participants.
Map & Reviews
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Here are some reviews of the training vendor.
Very professionally presented. The instructeur really knew his stuff.
Reviewed by 2014
The instructor knew her stuff but we worked on only one lame example. Granted time was the culprit, she could have provided or suggested more exercises to practice later on. The only way to learn a software is to practice the software by doing exercises, that part was really disappointing.
Reviewed by 2014
The course was very well outlined Teacher excellent. I would see the need to add another day.To much material to cover in 2 days. More practice needed.
Reviewed by 2013
Our instructor was fantastic. He did such a grat job and requested him for our next course.
Reviewed by 2013
It was wonderful! I highly recommended it to my co-workers and some of them are actually gonna go! Congratulations! Great experience!
Reviewed by 2013
I really enjoyed taking the Excel Beginners course. The course objective were all met and the teacher was fabulous. I was very much looking forward to taking the Excel Intermediate course as well. I was put into a class where the teacher spent almost 1 hour preparing what he would be teaching. By first break we had learned one new thing and by lunch we had learned almost nothing. I went to the receptionist who was extremely nice and very helpful. She call the director. Another girl and myself transferred out of the class. I was put into the other intermediate Excel class where I was totally lost. They had already covered a lot of the course objectives so I was basically lost from the beginning and it just kept getting worse as the day progressed. The second day I was so lost I spoke with the teacher and told her I would just sit beside another student and watch because I was holding back the whole class asking questions every 2 minutes. The teacher was very nice but it was too late because they had already learned too much the first morning that I had missed because I was enrolled in the other class. I should be refunded for my course. It was a total waste of time and completely frustrating. I paid a lot of money and the first class I was in, the teacher was more interested in speaking about his personal experiences with Excel, instead of teaching the course objectives. We didn't even receive a sheet with the course objectives. I don't think he had any. He was abrasive with other students. There were only four in the class. It was a very unpleasant experience. It was even more unpleasant to be put into another class where I was totally lost. I am not a slow person. I catch on very quickly, but I felt incompetent being put into a class where I had already missed a whole morning and as the day went on I did nothing but panic trying to keep up and understand what the teacher was doing because I had missed so much and was so far behnind.
Reviewed by 2012
The seminar is scheduled over two days with hour long lunches (that go long) and two break (morning and afternoon). With all of that free time, the course still ended quite early each day. This course could definitely be condensed into a four hour morning or afternoon.
Reviewed by 2012
I would DEFINITELY recommend this to my co-workers.
Reviewed by 2011
The classroom was cold
Reviewed by 2011
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