1. Networking
Basic networking concepts
- Basics of workgroups and domains
- Hub, switch and router
- Common ports: HTTP, FTP, POP, SMTP, TELNET, HTTPS
- Identify Virtual Private Networks (VPN)
- Basics class identification
Network types
- Broadband : fiber
- Wireless : WEP, WPA, SSID, MAC filtering, DHCP Settings
2. Security
Basics of data sensitivity and data security
- Compliance
- Classifications
- Social engineering
Security features (BIOS Security)
- Drive lock
- Passwords
- Intrusion detection
- TPM
Biometrics
- Fingerprint scanner
- Data wiping / hard drive destruction / hard drive recycling
3. Operating Systems
Additional OS:Windows Vista Home, Home Premium, Business and Ultimate
Compare and contrast the different Windows Operating Systems and their features
- Windows 2000, Windows XP 32bit vs. 64bit, Windows Vista 32 bit vs. 64bit
- Side bar, Aero, UAC, minimum system requirements, system limits
- Windows 2000 and newer – upgrade paths and requirements
- Terminology (32bit vs. 64bit – x86 vs. x64)
- Application compatibility, installed program locations (32bit vs. 64bit),
- Windows compatibility mode
- User interface, start bar layout
Command prompt utilities
Run line utilities
- msconfig
- msinfo32
- Dxdiag
- Cmd
Installation methods
- Recover CD
- Factory recovery partition
Install and configure windows OS
- User data migration – User State Migration Tool (USMT)
- Virtual memory
Configure power management
- Suspend
- Wake on LAN
- Sleep timers
- Hibernate
- Standby
Demonstrate safe removal of peripherals
4. Hardware or Personal Computer components
Blu-Ray optical drive
Removable Storage: Hot swappable devices and non-hot swappable devices
Motherboard characteristics
I/O interfaces : USB 1.1 and 2.0,PS/2
Memory slots
Bus slots
Contrast RAID (levels 0, 1, 5)
Power supplies types
- Voltage selector switch
- Pins (20, 24)
CPU characteristics
- Multicore , Triple and Quad core
- Onchip Cache : L1 and L2
Memory Types
Single channel vs. dual channel
Speed
- PC100
- PC133
- PC2700
- PC3200
- DDR3-1600
- DDR2-667
Input devices
KVM switch
5. Troubleshooting, Repair and Maintenance
Common hardware and operating system symptoms and their causes
Hardware related symptoms
- Excessive heat
- Noise
- Odors
- Status light indicators
- Alerts
- Visible damage (e.g. cable, plastic)
Use documentation and resources
- User / installation manuals
- Internet / web based
- Training materials
6. Communication and Professionalism
Set and meet expectations / timeline and communicate status with the customer
- Offer different repair / replacement options if applicable
- Provide proper documentation on the services provided
- Follow up with customer / user at a later date to verify satisfaction
7.Safety and Environmental Procedures
EMI
- Network interference
- Magnets
RFI
- Cordless phone interference
- Microwaves
Electrical safety
- CRT
- Power supply
- Inverter
- Laser printers
- Matching power requirements of equipment with power distribution and UPSs
Cable management
- Avoiding trip hazards
- Physical safety
- Heavy devices
- Hot components
Topics Removed
-
Networking Removed topics
-
Basic networking concepts
- Cabling
- Protocols (all other than TCP/IP, NetBIOS)
- Connectors (all other than RJ45 and RJ11)
-
Network types
-
All topics under these subheadings
i. Install, configure, optimize and upgrade networks
ii. Identify tools, diagnostic procedures and troubleshooting techniques for networks
2. Security Removed topics
- Access points
- Describe importance and process of incident reporting
- Recognize and respond appropriately to social engineering situations
- Perform preventive maintenance for computer security
3.OS Removed topics
- Identify names, purposes and characteristics of the primary operating system components including registry, virtual memory and file system
- Identify the names, locations, purposes and characteristics of operating system files for
example:
BOOT.INI
NTLDR
NTDETECT.COM
NTBOOTDD.SYS
Registry data files
4. Laptops and Portable Devices
Identifyand distinguish between mobile and desktop motherboards and processors including throttling, power management and WiFi
5.Printers
- Solid Ink
- Interfaces used by printers and scanners
- Basic concepts of installing, configuring, optimizing and upgrading printers and scanners
- Tools, basic diagnostic procedures for printers and scanners