2261C: Supporting Users Running the Microsoft Windows XP Operating System
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.