Microsoft Windows XP: Supporting Operating System Users

Course objectives:
In this course, you will learn to support users running the Microsoft Windows® XP operating system. Youll learn about the job duties of the Desktop Support Technician (DST), and youll resolve a variety of common desktop operating system issues, including installation, desktop management, file and folder access, hardware, printing, and network connectivity.

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.

This course covers the subject areas covered in Microsoft Course MS2261.

Requirements:
To ensure your success, we recommend that you have basic experience with a Microsoft Windows operating system, such as Microsoft Windows XP, Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer, and command-line system-management utilities.

We also recommend that you have a basic understanding of core operating system technologies, including installation and configuration, hardware components and their functions, major desktop components and interfaces and their functions, TCP/IP settings, and technologies for establishing Internet connectivity.

Course content:
Introduction to Supporting Users

The Desktop Support Technician

The Windows Desktop Operating Systems

Tools for Troubleshooting Windows Desktop Operating Systems
Resolving Installation Issues

Preparing for Installation

Preparing the Hard Disk for Installation

How the Installation Process Works

Troubleshooting an Attended Installation

Troubleshooting an Upgrade

Troubleshooting an Unattended Installation

Troubleshooting the Boot Process
Resolving Desktop Management Issues

Troubleshooting Logon

Troubleshooting User Configuration

Troubleshooting Multilingual Configuration

Troubleshooting Security and Local Policy Settings

Troubleshooting System Performance
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
Resolving Hardware Issues

Managing Drivers

Troubleshooting Storage Devices

Troubleshooting Display Devices

Troubleshooting Input and Output Devices

Troubleshooting the Advanced Configuration and Power Interface
Resolving Print Issues

Installing Local and Network Printers

Troubleshooting Printer Drivers

Troubleshooting Printers and Print Jobs

Auditing Printers
Resolving Network Connectivity Issues

Applying the OSI Model

Managing Computer Addressing

Managing Name Resolution

Troubleshooting Remote Connection Issues