MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System

MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System Class Overview

This Windows XP training class provides students with the knowledge and skills to troubleshoot and escalate or repair problems with Windows desktop operating systems by reacting to incident requests from end users. This class will provide the basic knowledge of system architecture and security needed to provide the students with the requisite skills required to support end users and adhere to ITIL/MOF foundational operations.

MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System Class Goals

• Learn to describe the role and key skills of a desktop support technician (DST) and the different environments they work in.
• Learn to describe the concepts of user accounts, user profiles and user rights, and identify and resolve logon issues.
• Learn to identify and resolve system configuration and security issues.
• Learn to identify and resolve network connectivity issues.
• Learn to identify and resolve hardware issues.
• Learn to identify and resolve file and folder issues.
• Learn to identify and resolve print issues.
• Learn to identify and resolve startup issues.

MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System Class Outline

1. Introduction to the Desktop Support Technician Role and Environment
   1. Examining the Desktop Support Technician Role
   2. Examining the Desktop Support Environment
   3. Interacting with Users
2. Resolving User Account and Logon Issues
   1. Desktop Operating System Concepts
   2. User Account Concepts
   3. Troubleshooting User Logon Issues
   4. Lab: Resolving User Account and Logon Issues
3. Resolving System Configuration and Security Issues
   1. Troubleshooting System Configuration Issues
   2. Troubleshooting Security Issues
   3. Troubleshooting System Performance
   4. Lab: Resolving System Configuration and Security Issues
4. Resolving Network Connectivity Issues
   1. Managing Computer Addressing Issues
   2. Troubleshooting Name Resolution Issues
   3. Troubleshooting Remote Network Connectivity Issues
   4. Troubleshooting Computers by Using Remote Connection Tools
   5. Lab: Resolving Network Connectivity Issues
5. Resolving Hardware Issues
   1. Managing Drivers
   2. Troubleshooting Drivers by Using Safe Mode
   3. Troubleshooting Storage Devices
   4. Troubleshooting Display Devices
   5. Troubleshooting I/O Devices
   6. Troubleshooting ACPI
   7. Lab: Resolving Hardware Issues
6. Resolving File and Folder Issues
   1. Managing Files and Folders
   2. Troubleshooting Access to Files and Folders
   3. Troubleshooting Access to Shared Files and Folders
   4. Troubleshooting Access to Offline Files
   5. Lab: Resolving File and Folder Issues
7. Resolving Printer Issues
   1. Installing Local and Network Printers
   2. Troubleshooting Printer Drivers
   3. Troubleshooting Printers and Print Jobs
   4. Lab: Resolving Printer Issues
8. Resolving Startup Issues
   1. Overview of the Windows XP Boot Process
   2. Troubleshooting the Boot Process
   3. Lab: Resolving Startup Issues

MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System Class Prerequisites

Experience in the following areas is required:

• Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP.
• Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft Internet Explorer.
• Basic understanding of core operating system technologies, including installation and configuration.
• Basic understanding of hardware components and their functions.
• Basic understanding of the major desktop components and interfaces and their functions.
• Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings.
• Basic experience of command-line utilities for managing the operating system.
• Basic understanding of technologies that are available for establishing Internet connectivity.

MOC 2261 - Supporting Users Running the Microsoft Windows XP Operating System Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Class Technical Requirements

Our computer technical requirements and setup process is easy, with support just a click away:

• Click here for technical requirements and setup instructions