TROUBLESHOOTING METHODOLOGY

Troubleshooting stages Professionalism Providing professional services Effective communication Customer

satisfaction
OPERATING SYSTEMS
Operating system fundamentals Directory management File management File and folder permissions
ELECTRICITY AND POWER SUPPLIES
Electrical safety Characteristics of electricity Preventing problems with static electricity Power supplies Power
supply specifications Power supply troubleshooting
THE BASIC INPUT/OUTPUT SYSTEM
The BIOS and CMOS Configuring BIOS settings The Power-on Self Test (POST) and boot processes BIOS-related
problems and causes POST-related problems and causes CMOS-related problems and causes
MEMORY SYSTEMS
Memory Memory packaging Memory installation Memory monitoring Memory troubleshooting
PERIPHERAL CONNECTION TYPES
Serial and parallel connections PS/2 connections USB connections FireWire connections Multimedia connections
Port, cable, and connector troubleshooting
DATA STORAGE DEVICES
Drive adapters Hard drives Optical drives Removable storage devices Drive maintenance Storage device
troubleshooting
VIDEO OUTPUT AND IMAGE INPUT DEVICES
Monitors Cameras
PRINTERS
Printing technologies Printer installation Printer optimization and maintenance Printer troubleshooting
CONNECTING COMPUTERS
Networking concepts Wired network connections Basic internetworking devices
NETWORKING COMPUTERS
Addressing Client configuration
NETWORK TROUBLESHOOTING
Troubleshooting basics Troubleshooting the network
PORTABLE COMPUTERS
Notebook computers Configuration Component replacement Notebook issues
WINDOWS MANAGEMENT
System management Task Scheduler Resource management Remote management
WINDOWS MONITORING
System monitoring System performance Backup and restore
OPERATING SYSTEM TROUBLESHOOTING
Windows startup System troubleshooting
SECURITY
Operating system security Windows Encrypting File System Security hardware Common security threats The
human aspects of security
WINDOWS INSTALLATION AND UPGRADES
Windows installation Pre-installation tasks Hardware compatibility Troubleshooting an installation Post-installation
tasks Windows upgrade paths
SAFETY AND MAINTENANCE
Safety and hazards Computer maintenance Safe work practices Disposing of computer equipment

The IT Support Technician is responsible for the organizations computer systems and support of internal
staff on a day-to-day basis and assist all areas of IT. A successful IT Technician must have a thorough
knowledge of computer software and hardware and a variety of internet applications, networks and
operating system to build and maintain business sustainability.
This 3-day course provides students with hands-on experience in computer hardware, application
support, operating systems, and networks. After completing this course, students will be able to
Prove your Windows 8 skills and demonstrate your ability to configure or support Windows 8
computers, devices, users and associated network and security resources. The IT professional could
be a consultant, full-time desktop support technician or an IT generalist who administers Windows 8-
based computers and devices as a portion of their broader technical responsibilities.

The IT Support Technician is responsible for the organizations computer systems and support of
internal staff on a day-to-day basis, to install new components and/or upgrades to the system when
necessary, support on-going internal projects and assist all areas of IT. This position is also
responsible for developing and managing infrastructure utilities that enhance productivity (e.g.,
remote access), security system and telephone systems.

A successful IT Technician must have a thorough knowledge of computer software and hardware and
a variety of internet applications, networks and operating systems. The ideal candidate will also have
great troubleshooting abilities and attention to detail.

The goal is to build and maintain updated and efficient computer systems and networks to optimize
the role of technology on business sustainability.

Our 8 month Computer Support Technician certificate provides you with hands-on experience in
computer hardware, application support, operating systems, and networks. Offered 100% online, this
program prepares you for a career in the exciting and ever-changing field of computing and
information technology. We also offer you the flexibility to earn your certificate on a full-time or part-
time study basis.

This course is designed to provide students with the knowledge and skills required to
support and troubleshoot Windows 10 PCs and devices in a Windows Server domain
environment. These skills include understanding of Windows 10 features, how they can
be used in an Active Directory environment and how to troubleshoot them.

The primary audience for this course is the Enterprise Desktop Support Technician
(EDST), who provides Tier 2 support to users running Windows 10 personal computers
(PCs) and devices in medium to large enterprise organizations, within a Windows domain
environment. EDSTs focus on a broad range of technical issues for Windows operating
systems (OSs), devices, cloud services, applications, networking, and hardware support.
In the overarching scenario, if an Enterprise offers the service, the EDST is asked to
support it.

The key responsibilities include resolving technical issues pertaining to Windows 10

installation and migration, activation, performance, profiles, settings; and device
synchronization. Some other key responsibilities include local and remote network
access; access to applications, access to data and printers; authentication, Endpoint
security and policy; OS and data recovery.