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Course Overview In this course, you will learn to support users running the Microsoft Windows? XP operating system. You'll learn about the job duties of the Desktop Support Technician (DST), and you'll resolve a variety of common desktop operating system issues, including installation, desktop management, file and folder access, hardware, printing, and network connectivity. This course is primarily intended for people who have little or no job experience in the Information Technology (IT) industry. Students must have experience working with Windows desktop operating systems and the appropriate prerequisite knowledge. Target students include new entrants to the IT field, career changers entering the IT field, and academic students. This course covers the subject areas covered in Microsoft Course MS2261. Prerequisites To ensure your success, we recommend that you have basic experience with a Microsoft Windows operating system, such as Microsoft Windows XP; Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer; and command-line system-management utilities. We also recommend that you have a basic understanding of core operating system technologies, including installation and configuration; hardware components and their functions; major desktop components and interfaces and their functions; TCP/IP settings; and technologies 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 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 Input and Output Devices
- Troubleshooting the Advanced Configuration and Power Interface
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
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