Objectives

After completing this course you should be able to:

• Support basic IT infrastructure, including endpoint management, advanced device connectivity troubleshooting, and basic networking
• Configure and support PC, mobile and IoT device hardware, including components, connectors and peripherals
• Implement basic data backup and recovery methods and apply data storage and management best practices
• Demonstrate baseline security skills for IT support professionals, including detecting and removing malware, addressing privacy concerns, physical security and device hardening
• Configure device operating systems, including Windows, Mac, Linux, Chrome OS, Android and iOS and administer client-based as well as cloud-based (SaaS) software
• Troubleshoot and problem solve core service and support challenges while applying best practices for documentation, change management, and the use of scripting in IT support

Outline

Supporting Operating Systems

• Identify Common Operating Systems
• Troubleshooting Methodolgy
• Use Windows Features and Tools
• Manage Files in Windows
• Manage Disks in Windows
• Manage Devices in Windows

Installing and Configuring PC Components

• Use Appropriate Safety Procedures
• PC Components
• Common Connection Interfaces
• Install Peripheral Devices

Installing, Configuring and Troubleshooting Display and Multimedia Devices

• Install and Configure Display Devices
• Troubleshoot Display Devices
• Install and Configure Multimedia Devices

Installing, Configuring and Troubleshooting Storage Devices

• Install System Memory
• Insall and Configure Mass Storage Devices
• Install and Configure Removable Storage
• Configure RAID
• Troublshoot Storage Devices

Installing, Configuring and Troubleshooting Internal System Components

• Install and Upgrade CPUs
• Configure and Update BIOS/UEFI
• Install Power SUpplies
• Troubleshoot Internal System Components
• Configure a Custom PC

Installing, Configuring and Maintaining Operating Systems

• Configure and Use Linux
• Configure and Use macOS
• Install and Upgrade Operating Systems
• Maintain OSs

Maintaining and Troubleshooting Microsoft Windows

• Install and Manage Windows Applications
• Manage Windows Performance
• Troublshoot WIndows

Network Infrastructure Concepts

• Wired Networks
• Network Hardware Devices
• Wireless Networks
• Internet Connection Types
• Network Configuration Concepts
• Network Services

Configuring and Troubleshooting Networks

• Configure Network Connection Settings
• Install and Configure SOHO Networks
• Configure SOHO Network Security
• Configure Remote Access
• Troubleshoot Network Connectons
• Install and configure IoT Devices

Managing Users, Workstations and Shared Resources

• Manage Users
• Configure Shared Resources
• Configure Active Directory Accounts and Policies

Implementing Client Virtualization and Cloud Computing

• Configure Client-Side Virtualization
• Cloud Computing Concepts

Security Concepts

• Logical Security Concepts
• Threat and Vulnerabilities
• Physical Security Measures

Securing Workstations and Data

• Implement Security Best Practices
• Implement Data Protection Policies
• Protect Data During Incident Response

Troubleshooting Workstation Security Issues

• Detect, Remove and Prevent Malware
• Troubleshoot Common Workstation Security Issues

Supporting and Troubleshooting Laptops

• Use Laptop Features
• Install and Configure Laptop Hardware
• troublshoot Common Laptop Issues

Supporting and Troublshooting Mobile Devices

• Mobile Device Types
• Connect and Configure Mobile Device Accessories
• Configure Mobile Device Network Connectivity
• Support Mobile Apps
• Secure Mobile Devices
• Troublshoot Mobile Device Issues

Installing, Configuring and Troubleshooting Print Devices

• Maintain Laser Printers
• Maintain Inkjet Printers
• Maintain Impact, Thermak and 3D Printers
• Install and Configure Printers
• Troubleshoot Print Device Issues
• Install and Configure Imaging Devices

Implementing Operational Procedures

• Environmental Impacts and Controls
• Create and Maintain Documentation
• Use Basic Change Management Best Practices
• Implement Disaster Prevention and Recovery Methods
• Basic Scripting Concepts
• Professionalism and Communication

Prerequisites

• Recognize the main components of a PC and different data media such as USB drives and DVD.
• Start the computer and navigate the desktop.
• Use Windows Explorer to create directories and subdirectories and manage files.
• Use a web browser such as Internet Explorer to view websites.