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Module 1: Introduction to the Desktop Support Technical Role and
Environment
This module introduces the role of the Desktop Support Technician (DST) and
the role of the DST within the Microsoft Operations Framework (MOF).
Lessons
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Examining the Desktop Support Technician Role |
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The Windows Desktop Support Environment |
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Interacting with Users |
After completing this module, students will be able to:
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Describe the role and general responsibilities of a DST. |
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Describe MOF and the role of the DST within MOF. |
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Successfully interact with users. |
Module 2: Exploring and Configuring the Windows XP User Interface
This module explains the major features and functions of the Windows XP user
interface.
Lessons
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Exploring and Configuring the Windows XP Desktop Environment |
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Examining Control Panel Organizational Views |
Lab: Exploring and Configuring the Windows XP User Interface
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Exercise 1: Customizing the Desktop and Toolbars |
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Exercise 2: Customizing Control Panel and Folder View
Appearance |
After completing this module, students will be able to:
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Describe the major features and functions of Windows XP Professional and
Windows XP Home Edition and customize various settings on the Windows XP
desktop, such as the Start menu and taskbar. |
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Describe the differences between Category View and Classic View and how to
switch between the two views in Control Panel. |
Module 3: Resolving Desktop Management Issues
After completing this module, students will be able to identify and resolve
desktop management issues.
Lessons
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Desktop Management Concepts |
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Troubleshooting User Logon Issues |
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Troubleshooting User Configuration Issues |
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Troubleshooting Security Issues |
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Troubleshooting System Performance |
Lab: Resolving Desktop Management Issues
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Exercise 1: Troubleshooting Domain Logon Issues |
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Exercise 2: Troubleshooting a User Profile Issue |
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Exercise 3: Troubleshooting Multilingual Issues |
After completing this module, students will be able to:
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Understand the basic concepts necessary for resolving desktop management
issues in the Windows XP Professional and Windows XP Home Edition
environments. |
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Troubleshoot user logon issues. |
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Troubleshoot user configuration issues. |
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Troubleshoot security issues. |
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Troubleshoot system performance. |
Module 4: Resolving Network Connectivity Issues
After completing this module, students will be able to identify and resolve
network connectivity issues.
Lessons
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Managing Computer Addressing Issues |
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Troubleshooting Name Resolution Issues |
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Troubleshooting Remote Network Connectivity
Issues |
Lab: Resolving Network Connectivity Issues
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Exercise 1: Troubleshooting TCP/IP Connections |
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Exercise 2: Troubleshooting a Name Resolution
Issue |
After completing this module, students will be able to:
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Manage computer addressing issues. |
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Troubleshoot network connection issues. |
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Troubleshoot remote network connection issues. |
Module 5: Resolving Hardware Issues
After completing this module, students will be able to identify and resolve
hardware issues.
Lessons
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Managing Drivers |
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Troubleshooting Drivers by Using Safe Mode |
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Troubleshooting Storage Devices |
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Troubleshooting Display Devices |
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Troubleshooting I/O Devices |
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Troubleshooting ACPI |
Lab: Resolving Hardware Issues
After completing this module, students will be able to:
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Manage drivers. |
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Troubleshoot drivers by using safe mode. |
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Troubleshoot storage devices. |
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Troubleshoot display devices. |
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Troubleshoot input and output (I/O) devices. |
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Troubleshoot Advanced Configuration and Power Interface (ACPI)
issues. |
Module 6: Resolving File and Folder Issues
After completing this module, students will be able to identify and resolve
file and folder issues.
Lessons
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Managing Files and Folders |
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Troubleshooting Access to Files and Folders |
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Troubleshooting Access to Shared Files and Folders |
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Troubleshooting Access to Offline Files |
Lab: Resolving File and Folder Issues
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Exercise 1: Troubleshooting File and Folder Issues |
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Exercise 2: Troubleshooting Access to Shared Files and
Folders |
After completing this module, students will be able to:
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Manage files and folders. |
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Troubleshoot access to files and folders. |
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Troubleshoot access to shared files and folders. |
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Troubleshoot access to offline files. |
Module 7: Resolving Printer Issues
After completing this module, students will be able to identify and resolve
printer issues.
Lessons
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Installing Local and Network Printers |
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Troubleshooting Printer Drivers |
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Troubleshooting Printers and Print Jobs |
Lab: Resolving Printer Issues
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Exercise 1: Applying Printer Permissions |
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Exercise 2: Troubleshooting Print Job Issues |
After completing this module, students will be able to:
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Install local and network printers. |
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Troubleshoot issues with printer drivers. |
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Troubleshoot issues with printers and print
jobs. |
Module 8: Resolving Installation Issues
After completing this module, students will be able to identify and resolve
installation issues.
Lessons
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Pre-Installation Tasks |
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Troubleshooting an Attended Installation |
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Troubleshooting an Upgrade |
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Troubleshooting an Unattended Installation |
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Troubleshooting the Boot Process |
Lab: Resolving Installation Issues
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Exercise 1: Creating and Formatting a Partition for an Operating System
Installation |
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Exercise 2: Troubleshooting the Boot Process |
After completing this module, students will be able to:
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Describe the tasks that must be performed on a computer before installing an
operating system. |
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Troubleshoot an attended installation. |
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Troubleshoot an upgrade to an existing operating system. |
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Troubleshoot an unattended installation. |
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Troubleshoot the boot process. |
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