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Training Course Summary:

Overview
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

Who Should Attend:
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 navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.



Delegates will learn how 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.
Monitor and analyze system performance.
Troubleshoot system startup and user logon problems.
Monitor, manage, and troubleshoot access to files and folders.
Configure and troubleshoot hardware devices and drivers.
Configure and troubleshoot storage devices.
Troubleshoot connecting to local and network print devices.
Configure and troubleshoot display devices.
Troubleshoot network protocols and services.
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 Internet Connection Firewall (ICF) settings.
Troubleshoot name resolution issues.
Configure and troubleshoot remote connections.
Configure and troubleshoot end user systems using remote Desktop and Remote
Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).


Prerequisites:
Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
Basic understanding of core operating system technologies including installation and configuration.
A basic understanding of hardware components and their functions.
A basic understanding of the major desktop components and interfaces, and their functions.
A basic understanding of TCP/IP settings.
How to use command-line utilities to manage the operating system.
A basic understanding of technologies that are available for establishing Internet connectivity.


Course outline
Introduction to Supporting Users; Resolving Installation Issues; Resolving Desktop Management Issues; Resolving File and Folder Issues; Resolving Hardware Issues; Resolving Print Issues; Resolving Network Connectivity Issues