Supporting Users Running the Microsoft Windows XP Operating System
Course ID: HLT 2261
Course Length: 3 days
Course Description:
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.
Course Objective:
You will support users running applications on the Microsoft Windows® XP operating system.
Target Student:
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.
Prerequisites:
The prerequisite for this course is basic experience with: A Microsoft Windows operating system such as Microsoft Windows XP, Microsoft Office applications and Microsoft Windows accessories including Internet Explorer. Command-line system-management utilities and core operating system technologies, including installation and configuration.
Delivery Method:
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Performance-Based Objectives :
Upon successful completion of this course, students will be able to:
- examine how to use troubleshooting guidelines and tools to support users.
- identify and resolve installation issues.
- identify and resolve desktop management issues.
- identify and resolve file and folder issues.
- identify and resolve hardware issues.
- identify and resolve print issues.
- identify and resolve network connectivity issues.
Course Content
Lesson 1: Introduction to Supporting Users
Topic 1A: The Desktop Support Technician
Topic 1B: The Windows Desktop Operating Systems
Topic 1C: Tools for Troubleshooting Windows Desktop Operating Systems
Lesson 2: Resolving Installation Issues
Topic 2A: Preparing for Installation
Topic 2B: Preparing the Hard Disk for Installation
Topic 2C: How the Installation Process Works
Topic 2D: Troubleshooting an Attended Installation
Topic 2E: Troubleshooting an Upgrade
Topic 2F: Troubleshooting an Unattended Installation
Topic 2G: Troubleshooting the Boot Process
Lesson 3: Resolving Desktop Management Issues
Topic 3A: Troubleshooting Logon
Topic 3B: Troubleshooting User Configuration
Topic 3C: Troubleshooting Multilingual Configuration
Topic 3D: Troubleshooting Security and Local Policy Settings
Topic 3E: Troubleshooting System Performance
Lesson 4: Resolving File and Folder Issues
Topic 4A: Managing Files and Folders
Topic 4B: Troubleshooting Access to Files and Folders
Topic 4C: Troubleshooting Access to Shared Files and Folders
Topic 4D: Troubleshooting Access to Offline Files
Lesson 5: Resolving Hardware Issues
Topic 5A: Managing Drivers
Topic 5B: Troubleshooting Storage Devices
Topic 5C: Troubleshooting Display Devices
Topic 5D: Troubleshooting Input and Output Devices
Topic 5E: Troubleshooting the Advanced Configuration and Power Interface
Lesson 6: Resolving Print Issues
Topic 6A: Installing Local and Network Printers
Topic 6B: Troubleshooting Printer Drivers
Topic 6C: Troubleshooting Printers and Print Jobs
Topic 6D: Auditing Printers
Lesson 7: Resolving Network Connectivity Issues
Topic 7A: Applying the OSI Model
Topic 7B: Managing Computer Addressing
Topic 7C: Managing Name Resolution
Topic 7D: Troubleshooting Remote Connection Issues
Appendix A: 2003 Hardware Levels