1st Line IT Support Bundle

Module 1

• 0 Introduction
• 1 Computer System Components
• 1.2 Storage Devices
• 1.3a Device Connections & Interfaces
• 1.3b Device Connections & Interfaces (cont’d)

Module 2

• 2.1 Personal Computer Operating Systems
• 2.2 Windows Control Panel Utilities
• 2.3 Command Line Tools
• 2.4 Windows Security Settings
• 2.5 Windows Operating System Tools

Module 3

• 3.1 Basic Maintenance Tools & Techniques
• 3.2 Electrical Safety
• 3.3 Environmental Safety & Materials Handling
• 3.4 Professionalism & Communication

Module 4

• 4.1 Install & Configure Display Devices
• 4.2 Install & Configure Input Devices
• 4.3 Install & Configure Expansion Cards
• 4.4 Install & Configure Multimedia Devices

Module 5

• 5.1a Motherboards
• 5.1b Motherboards (cont’d)
• 5.2 CPUs & Cooling Systems
• 5.3 Select & Install Power Supplies
• 5.4 RAM Types & Features
• 5.5 Install & Configure Storage Devices
• 5.6 Configure the System BIOS

Module 6

• 6.0 Intro to Module 6
• 6.1 Implement Virtualization
• 6.2 Install Microsoft Windows
• 6.3 Windows Upgrades
• 6.4 Windows Preventive Maintenance

Module 7

• 7.0 Intro to Module 7
• 7.1 Standard Clients
• 7.2 Custom Client Environments

Module 8

• 8.1 Physical Network Connections
• 8.2 TCP/IP
• 8.3a Network Connectivity
• 8.3b Network Connectivity (cont’d)
• 8.4 Ports & Protocols
• 8.5 Set Up & Configure Windows Networking
• 8.6 Networking Tools

Module 9

• 9.0 Intro to Module 9
• 9.1 Install & Configure SOHO Networks
• 9.2 SOHO Network Security

Module 10

• 10.0 Intro to Module 10
• 10.1 Laptop Hardware & Components
• 10.2 Install & Configure Laptop Hardware Components

Module 11

• 11.0 Introduction to Module 11
• 11.1 Mobile Device Technologies
• 11.2 Configure Mobile Devices

Module 12

• 12.0 Intro to Module 12
• 12.1 Printer Technologies
• 12.2 Install, Configure, & Maintain Printers

Module 13

• 13.0 Intro to Module 13
• 13.1 Securities Fundamentals
• 13.2a Security Threats & Vulnerabilities
• 13.2b Security Threats & Vulnerabilities (cont’d)
• 13.3 Security Protection Measures
• 13.4 Workstation Security
• 13.5 Securities Wrap Up

Module 14

• 14.0 Intro to Module 14
• 14.1 Troubleshooting Theory
• 14.2 Troubleshoot Video & Display Devices
• 14.3a Troubleshoot System Components
• 14.3b Troubleshoot System Components (cont’d)
• 14.4 Troubleshoot Laptops & Printers

Module 15

• 15.0 Intro to Module 15
• 15.1a Troubleshoot Operating Systems
• 15.1b Troubleshoot Operating Systems (cont’d)
• 15.2 Troubleshoot Wired & Wireless Networks
• 15.3 Troubleshoot Common Security Issues

Network + Course Outline

Module 1 – Networking Concepts

Section 1 – Models and Devices

• Logical vs Physical
• The OSI Model
• The TCP/IP Model
• OSI vs TCP Models
• Common Devices
• Bridges
• Routing and Switching
• Routing Terms
• Routing Protocols
• Switching
• Summary

Section 2 – Network Addressing

• Addressing
• IPV4 and IPV6 Examples
• IPV4 Classes/Ranges
• IPV4 Private Address Spaces
• Special Addresses
• Binary Primer
• Classful Addresses
• Subnetting Basics
• Classless Addresses
• Summary

Section 3 – Ports, Protocols and DNS

• Ports and Protocols
• Common Ports
• Common Protocols
• Domain Name System
• Google Servers
• Record Types
• Recursive Query
• Iterative Query
• Disabling Recursion
• Summary

Section 4 – Virtual Networks and Troubleshooting

• Virtual Networks
• VN Components
• Network Troubleshooting
• OSI/TCP Models
• Ping Demo
• IPconfig Demo
• NSlookup Demo
• NetStat Demo
• Terminal Demo
• TelNet Demo
• Putty Demo
• Utilities Demo
• Summary

Module 2 – Installation and Configuration

Section 1 – Switches and Routers

• Basics
• Switches
• Routers
• Hardware
• Router and Switch Problems
• Summary

Section 2 – Wireless

• Wireless Installation Concepts
• Wireless Standards
• Common Wireless Problems
• Field Experience
• Summary

Section 3 – Dynamic Host Configuration Protocol

• Basics
• Process
• DHCP Options Demo
• Summary

Section 4 – Small Office/Home Office

• SOHO Requirements
• Cable Requirements
• Device Requirements
• Equipment Limitations
• Compatibility Requirements
• Summary

Module 3 – Media and Topologies

Section 1 – Standard Media and Connectors

• Types and Properties
• Transmission Speeds
• Plenum and Broadband
• Media Converters
• Standard Connectors
• Copper Connectors
• Ethernet Cables
• Physical Problems
• Summary

Section 2 – Wide and Local Area Networks

• WAN Types
• WAN Properties
• LAN Types
• LAN Properties
• Wiring Distribution Components
• Summary

Section 3 – Network Topologies

• Standards
• Channelization
• Latency
• Network Topologies
• Star and Hybrid
• PTP
• MPLS
• Summary
• Topologies Demo
• Home Office Demo
• Cloud/NaaS Demo
• Small Office Demo
• Medium Office Demo

Module 4 – Network Management

Section 1 – Documentation and Monitoring

• Documentation
• Configuration Management
• Network Monitoring
• Network Appliances
• Summary

Section 2 – Hardware and Software

• Hardware Tools
• Software Tools
• Summary

Section 3 – Performance Optimization

• Reasons
• Methods
• Summary

Module 5 – Network Security

Section 1 – Wireless Security

• Encryption Keys
• Symmetric Key
• Asymmetric Key
• Wireless Encryption
• Filtering
• Device Placement
• Summary

Section 2 – Network Access

• Access Control List
• Tunnelling/Encryption
• Remote Access
• Authentication
• Summary

Section 3 – Threats and Mitigation

• Wireless
• Attack Types
• Viruses
• Mitigation
• Summary

Section 4 – Appliances and Physical Security

• Firewalls
• Rules
• Appliances
• Physical Security
• Summary
• Course Review