Help Desk Analyst (Technical)

This course provides the knowledge & skills needed for Help Desk Support Specialists to perform installing, building, upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing & performing maintenance of computer hardware.

Course Outline

Course Description

This two-day instructor-led intensive course provides the knowledge and skills necessary for Help Desk Support Specialists to perform installing building upgrading repairing configuring troubleshooting optimizing diagnosing and performing preventative maintenance of basic personal computer hardware and operating systems.

Prepares For

Upon completion of this course students should be prepared to challenge the CompTIA A Essentials certification exam.

Course Outline

Learning Goals

• Identify the fundamental principles of using personal computers
• Identify the names purposes and characteristics of storage devices
• Identify the names purposes and characteristics of motherboards
• Identify the names purposes and characteristics of power supplies for example AC adapter, ATX, voltage
• Identify the names purposes and characteristics of processor- CPUs
• Identify the names purposes and characteristics of memory
• Identify the names purposes and characteristics of display devices for example projectors, CRT and LCD
• Identify the names purposes and characteristics of input devices for example mouse, keyboard, bar code reader, multimedia - e.g. web and digital cameras, MIDI, microphones - biometric devices, touch screen
• Identify the names purposes and characteristics of adapter cards
• Identify the names purposes and characteristics of ports and cables for example USB 1.1 and 2.0, parallel, serial, IEEE 1394-firewire, RJ45 and RJ11, PS2-Mini-DIN, centronics - e.g. mini 36 - multimedia - e.g. 1-8 connector, MIDI Coaxial, SPDIF
• Identify the names purposes and characteristics of cooling systems for example heat sinks, CPU and case fans, liquid cooling systems, thermal compound
• Install, configure, optimize and upgrade personal computer components
• Indentify tools, diagnostic procedures and troubleshooting techniques for personal computer components
• Recognize the basic aspects of troubleshooting theory
• Identify and apply basic diagnostic procedures and troubleshooting techniques
• Recognize and isolate issues with display, power, basic input devices, storage, memory, thermal, POST errors - e.g. BIOS, hardware -
• Apply basic troubleshooting techniques to check for problems - e.g. thermal issues ,error codes, power connections including cables and-or pins, compatibility, functionality, software-drivers
• Recognize the names, purposes, characteristics and appropriate application of tools for example BIOS self-test, hard drive self test and software diagnostics test
• Perform preventative maintenance on personal computer components, be able to identify and apply basic aspects of preventive maintenance theory
• Identify and apply common preventive maintenance techniques for devices such as input devices and batteries
• Identify the fundamental principles of using laptops and portable devices
• Identify names purposes and characteristics of laptop-specific components
• Identify and distinguish between mobile an desktop motherboards and processors including throttling, power management and WiFi
• Install, configure, optimize and upgrade laptops and portable devices
• Configure power management
• Identify the features of BIOS-ACPI
• Identify the difference between suspend, hibernate and standby
• Demonstrate safe removal of laptop-specific hardware such as peripherals, hot-swappable devices and non-hot-swappable devices
• Identify tools basic diagnostic procedures and troubleshooting techniques for laptops and portable devices
• Use procedures and techniques to diagnose power conditions, video, keyboard, pointer and wireless card issues
• Perform preventive maintenance on laptops and portable devices
• Identify and apply common preventive maintenance techniques for laptops and portable devices for example cooling devices, hard and video cleaning materials, operating environments including temperature and air quality, storage, transportation and shipping
• Identify the fundamentals of using operating systems - unless otherwise noted, operating systems referred to within includes Microsoft Windows 2000, XP Professional, XP Home, and Media Center -
• Identify the differences between operating systems - e.g. Mac, Windows
• Linux - and describe operating system revision levels including GUI, system requirements, application and hardware compatibility
• Identify names purposes and characteristics of the primary operating system components including registry, virtual memory and file system
• Describe features of operating system interfaces for example Windows Explorer, My Computer, Control Panel, Command Prompt, My Network Places, Task Bar, and Start Menu
• Identify the names, locations, purposes and characteristics of operating system files for example BOOT.INI, NTLDR, NTDETECT.COM, NTBOOTDD.SYS, Registry data files
• Identify concepts and procedures for creating, viewing, managing disks, directories and files in operating systems
• Install, configure, optimize and upgrade operating systems - references to upgrading from Windows 95 and NT may be made
• Identify procedures for installing operating systems including Verification of hardware compatibility and minimum requirements, installation methods, operating system installation options, disk preparation order, device driver configuration, verification of installation

Additional Details

Pre-Requisites

Certificates offered

Certificate of Completion

Cancellation Policy

There is no consequence if you cancel/reschedule this registration with a minimum of 10 business days notice prior to the first day of this course. Full payment is required if you cancel/reschedule this registration within the non-cancellation period of 10 business days prior to the first day of the course. Substitutions are welcome.

Map & Reviews

ctc TrainCanada
[ View Provider's Profile ]

Mississauga Office
201 City Center Drive
Suite 601
Mississauga, Ontario
Canada   L5B 2T4

Reviews

 

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Here are some reviews of the training vendor.

   

Excellent instructor and it was a smaller group of students so the instructor really tailored it to the students attending the course.

Reviewed by Treena S. 2012

   

We had an excellent instructor! She was very knowledgeable and would take the extra time to assist you if you needed extra instruction.

Reviewed by Treena S. 2012

   

I enjoyed the Access 2010 course. the instructor was very knowledgeable and presented the topic well. The only negative aspect was that no written training materials were offered until the course was completed. Would have liked to be able to make notes as we went along for future reference.

Reviewed by Rema M. 2012

   

My teacher was wonderful, and i have already singed up for more classes at this location.

Reviewed by Jessica C. 2012

   

The course was initially scheduled for 2 days but due to instructor availability it was shortened to one day. I am very computer literate, work full time in an office, and go to business school in the evenings and it was a little tough to learn everything in one day because there was no time for practice. Yes it was useful to find out what the program is capable of, but since it was shortened there was no time for individual practicing or trying things out on your own. Next time the class would be much better suited for the initial 2 day class.

Reviewed by Melissa P. 2012

   

All in all, this training was not that great. The first part moved very slowly, and then toward the end, the instructor plowed through to get finished. Possibly the most incredible part was that the course taught how to create forms, but not how to deploy or use them. The instructor said for that, participants would have to take the follow up course. What use is it to create forms if they can't be used? No handouts at all? Other courses I've taken provide full books with step by step coverage of everything done in the classroom. It's impossible to go back and review things.

Reviewed by Andy J. 2012

   

My most significant feedback is that the course was advertised as Working with Data using SQL for the 'non-database administrator'. Of the 10 course modules, nearly half were presented by the instructor as tasks that would be completed by a database administrator. While it is helpful to have a general understanding of a database administrators interaction with SQL, far too much of the course content was aimed at the database administrator level. Otherwise, use of technology for remote teaching and the instructor himself were both excellent.

Reviewed by Catherine M. 2012

   

Very helpful course. Excellent instructor.

Reviewed by Lesley A. 2012

   

I only rated the location bad because i don't like driving down town. Otherwise it was a good course.

Reviewed by Charles I. 2012

   

The course was great.

Reviewed by Samantha H. 2012

   

Excellent Instructor ,Excellent location,

Reviewed by Texas F. 2012

   

excellent trainer really knows her stuff

Reviewed by Texas F. 2012

   

The instructor was excellent and very knowledgeable! I found the course information extremely useful for the business world and I am looking forward to putting together presentations that impress!The facilities and snacks and drinks provided were great too!

Reviewed by Treena S. 2012

   

The one and only issue I had was with parking, unexpectedly having to pay and not having enough cash for this as well as there not being very much parking. It made me late for the class, even though I actually arrived there early!

Reviewed by Jacquie D. 2012

   

Esther (the instructor) was awesome. Her charisma and upbeat attitude really added to my experience and made it a pleasurable course to take.

Reviewed by Andrea B. 2012

   

This level of Excel should not be considered as advanced level. It is rather biginner level. I was expecting to learn more. 95% of the content I already knew.

Reviewed by Rehan F. 2012

   

A good seminar but quite a lot of info to take in during a one-day course for someone who hasn't done Word before. A bit overwhelming! Perhaps a two-day course would work better so could have time to actually practice what we're being taught. A little hard to see the projector from the back. Otherwise, very useful.

Reviewed by Mindelle J. 2011

   

I signed up at one facility in Ottawa and it got switched to a different training facility location in Hull, Quebec. There were several emails confirming the course, however, I just happen to notice one email stating the new location. LastMinuteTraining was good to try to look into for me. In the end, the training provider provided me with taxi chits and it all worked out. I was not aware that the training provider had 2 locations and would switch the location at the last minute. I was upset because I do not know the bus system in Hull, Quebec.

Reviewed by Sheila D. 2011

   

Html lvl 1 and this course should be merged course can be extended to 2 days of instruction and include more in depth material. Do not recomend taking html lvl one.

Reviewed by Martin R. 2011

   

I enjoyed the course thoroughly and learned as much as I could in a 3 hour class, however, I think I would have preferred a longer class as we were a bit rushed going through the material.

Reviewed by Rose . 2011

   

The course was 3 hours long becasue there was only the 2 of us in the office completing this course. 3 hours is very short to learn Outlook. More time is required.

Reviewed by Hala M. 2011

   

Handouts were in pdf however, the screens were not big enough to open two files (handout and Project file) together and we had to toggle a lot. It was very annoying. Either give paper handouts or much bigger screens or two screens per student.

Reviewed by Micheline A. 2011

   

All good. Enjoyed it very much.

Reviewed by Wendy P. 2011

   

I didn't fill out your form because I filled one out at the end of the course.

Reviewed by Carlina D. 2011

   

MY BIGGEST BEEF IS THAT THE BOOK WAS VERSION 2010 AND THE SOFTWARE WAS 2007, WE MISSED A LOT OF WHAT 2010 COULD DO BECAUSE OF OLD SOFTWARE INSTALLED ON THE SERVER, THE INSTRUCTOR HAD SOME PROBLEMS NAVIGATING THROUGH THIS.

Reviewed by Fred M. 2011

   

no, everything is ok

Reviewed by Ghassan A. 2011

   

This two-day training was jam-packed with information, with a good balance between demonstrations and exercises to verify that the students understood the subject matter. I do not believe that the instructor could have used the time more efficiently then he did.

Reviewed by Yves J. 2011

   

Project 2010 was a brand new course, as such there were a few things that the instructor could not find (in the new "ribbon" layout). He did spend extra time during his breaks to find what he couldn't before, then showed them to the class once we all returned. Overall, this was a very useful and enjoyable training course.

Reviewed by Shayne B. 2011

   

I took a course that was remote and I don't think that I would take a remote course again. The instructor didn't really make himself available for questions. Even when their was questions he would take them offline if they took more then 5 minutes to answer. Never brought the results back to the group. Never went over the labs just lectured in between. Didn't bother to learn anyone's name. I think the experience would be better if each user in the class had a headset and could speak to the instructor instead of it being a conference call.

Reviewed by Amy C. 2011

   

CTC Train Canada was professional and helpful in ensuring I got the most out of my training course. Overall I am most happy with them.

Reviewed by Stephen V. 2011

   

The course was held via remote. The course it self was alright, all content was directly from the book. The teacher was in another time zone and he wanted to start the course before my location even opened. I told him that, he did it anyways. So I was out of sync the whole time. On the last day lunch was at 10 am! The instructor said he would watch screens to see when we got stuck. Not once did that happen. He couldnt even troubleshoot the labs. He only really talked to the student in the room, pretty much said nothing to rest of us. He even took personal calls!

Reviewed by Cheryl Z. 2011

   

Ran on schedule, with knowledgeabe instructor. Small class allowed for specific questions that are relevant to my work. Thank you

Reviewed by Mary . 2011

   

No, everything was perfect, Thank you I learned alot.

Reviewed by Sharon K. 2011

   

Alot of material to cover in the course. I would recommend that this be a 2-day course. Re. course content - should contain more examples to work on. Before moving to another section in the course the Instructor should summarize what was covered (i.e. go through the steps required to complete each task). Task and steps should be given on a handout for future reference.

Reviewed by Beverley . 2011

   

No everything and everyone was excellent

Reviewed by Sharon K. 2011

   

Did not find it helpful that no course material was handed out. What was learned on that day was easily forgotten without the ability to make notes to refer to.

Reviewed by Stefanie C. 2011

   

It is great to have access to the online training manuals, but it would be nice to have some handouts for reference. Not everyone has time to do the online training or to consult the manuals. The training location is very convenient to the highway. Lyse Brooks is an amazing instructor. She is extremely knowledgeable and patient. She spent time with each participant helping each person with their individual needs. She gave us a hands-on exercise that allowed us time to practice and learn. The instructor at the Intermediate Word course (same training facility) did not provide the same high level of training.

Reviewed by Kathryn M. 2011

   

The instructor was very nice, personable and had a great sense of humour which made for a productive and pleasant day of learning.

Reviewed by Paula S. 2011

   

The course is good for a basic overview of many advanced Excel features. The instructor and facilities were good. However, some of the items listed on the syllabus (new features in Excel 2010) were NOT covered and it wasn't due to a lack of time. I came to find out that the instructor had not planned to cover them at all. This was very disappointing, especially since we took very look breaks (easily almost 2 hours of combined break time in a class that went from 9-4) so there was ample time to cover the topics.

Reviewed by Zainab A. 2011

   

No, everything was excellent. I am even taking the next level course next week.

Reviewed by Sharon K. 2011

   

It was unfortunate that the local instructor was not available and I had to call in remotely to a class in Toronto. I did have the instructor screen available and I liked that. The first part of the course was helpful as the instructor moved through the functionality of MS Project and we could follow along on our own screen. I learned a lot about functionality with this instructor led demonstration, and the ability to follow along on my computer was great! I did find that after the first demonstration, a lot of time was spent working independantly, with the instructor available for questions. I thought there should have been more instructor led demonstration, perhaps one on our own, followed by another instructor led example. I didn't like spending well over 50% of the course time practicing on my own. If this is how all classes are run, I would not take another one, nor recommend this class.

Reviewed by Bev P. 2011

   

Good Environment and course format.

Reviewed by Randy T. 2011

   

With CTC can't go wrong. Although I've appreciated that this course took one day only. I really think that this course could be hosted for (1) day only. Two days is too long.

Reviewed by Nicole S. 2011

   

I think the course is excellent. Some of the thing I learn I am implementing in our warehouse as we speak. Our instructor was very knowlegeable, caring, a good listener, she was magnificent.

Reviewed by Valroy A. 2011

   

I believe the seminar was just a little long - could have been done in 1.5 days. Otherwise - Excellent!

Reviewed by Christiane C. 2011

   

course was cancelled due to a "family emergency" I was notified upon arriving at the facility - flew from Windsor to Toronto. Totally unprofessional!!

Reviewed by Barbara F. 2011

   

An excellent course with an excellent teacher. For me personally this course gives me some more options, and guidence into the job and its responsibilites. We here are constantly trying to improve on accuracy, of the inventory on a day to day basis.

Reviewed by Larry P. 2011

   

instructor lack knowledge on the subject matter.

Reviewed by Rashed S. 2011