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Supporting Users Running the Microsoft Windows XP Operating System

Course ID #: WNXPSUPP
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.
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Price per seat $1,347.00
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  • Additional Course Details
    • Description:
      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.

      Target Audience:
      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.

      Objectives:
      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.
      Prerequisites:
      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.
      Outline:
      • Module 1: Description to the Desktop Support Technician Role and Environment
        • Examining the Desktop Support Technician Role
        • Examining the Desktop Support Environment
        • Interacting with Users

      • Module 2: Resolving User Account and Logon Issues
        • Desktop Operating System Concepts
        • User Account Concepts
        • Troubleshooting User Logon Issues
        • Lab 1: Resolving User Account and Logon Issues
        • Troubleshooting Domain Logon Issues
        • Troubleshooting a User Profile Issue

      • Module 3: Resolving System Configuration and Security Issues
        • Troubleshooting System Configuration Issues
        • Troubleshooting Security Issues
        • Troubleshooting System Performance
        • Lab 1: Resolving System Configuration and Security Issues
        • Troubleshooting Multilingual Issues
        • Troubleshooting Network File Share and Printer Connection Issues

      • Module 4: Resolving Network Connectivity Issues
        • Managing Computer Addressing Issues
        • Troubleshooting Name Resolution Issues
        • Troubleshooting Remote Network Connectivity Issues
        • Troubleshooting Computers by Using Remote Connection Tools
        • Lab 1: Resolving Network Connectivity Issues
        • Troubleshooting TCP/IP Connections
        • Troubleshooting a Name Resolution Issue

      • Module 5: Resolving Hardware Issues
        • Managing Drivers
        • Troubleshooting Drivers by Using Safe Mode
        • Troubleshooting Storage Devices
        • Troubleshooting Display Devices
        • Troubleshooting I/O Devices
        • Troubleshooting ACPI
        • Lab 1: Resolving Hardware Issues
        • Troubleshooting Device Drivers

      • Module 6: 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
        • Lab 1: Resolving File and Folder Issues
        • Troubleshooting File and Folder Issues
        • Troubleshooting Access to Shared Files and Folders
        • Troubleshooting Offline Access to Files and Folders

      • Module 7: Resolving Printer Issues
        • Installing Local and Network Printers
        • Troubleshooting Printer Drivers
        • Troubleshooting Printers and Print Jobs
        • Lab 1: Resolving Printer Issues
        • Applying Printer Permissions
        • Troubleshooting Print Job Issues

      • Module 8: Resolving Startup Issues
        • Overview of the Windows XP Boot Process
        • Troubleshooting the Boot Process
        • Lab 1: Resolving Startup Issues
        • Modify the Boot.ini File
        • Resolve Startup Issues

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      Please note that the material taught at some locations may differ slightly from the outline shown above. Please contact your local ExecuTrain office if you have any questions about specific course content.

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