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A+ Remote Support Technician Certification Training
The CompTIA A+ 220-603 examination us targeted for individuals who work or intend to work in a remote based work
environment where client interaction, client training, operating systems and connectivity issueas are emphasozed. Job
titles in some organization whiach are descriptive in role of this individual maybe: Remote support specilaist, help desk
technician, call center technician, specilaist and representative. Students should have passed the A+ Essentials exam before starting this course.
1.0 Personal Computer Components
1.1 Install, Configure, Optimize and Upgrade personal computer componenets
1.2 Indentify tools, diagnostic and troubleshooting techniques for personal computer environments.
- Identify and apply basic diagnostic procedures and troubleshooting techniques
- Recognize and isolate issues with display, perpheral, multimedia, specilaity input devices and storage.
- Apply steps in troubleshooting techniques to identify problems with components including display, input devices and adapter cards.
1.3 Peform preventative maintennance on personal computer components
- Identify and apply common preventative maintennance techniques for storage devices.
2.0 Operating Systems- Windows 200 professional, XP Professional, XP Home and Media Center
2.1 Identify the fundamental principles of using operating systems.
- Use command line functions and utilities to manage Windows -
- Identify concepts and procedures for creating, viewing, managing disks, directories and files in Windows.
- Locate and use Windows 2000, XP Professional, XP Home and Media Center utilities
2.2 Install, configure, optimize and upgrade operating systems.
- Identify procedures and utilities used to optimize performance of WIndows 2000, XP Professional, XP Home and
Media Center - Virtual memory, hard drives, temporary files, services, startup and applications.
2.3 Identifying tools, diagnostic procedures and troubleshooting techniques for operating systems
- Recognize and resolve common operational problems - bluescreen, system lock - up, auto-restart errors, and printing problems.
- Recognize and resolve common error messages and codes - Boot, startup, event viewer, registry and Windows
- Use diagnostic utilites and tools to resolve operational problems - Bootable media, startup modes,
documentation resources, task and device manager, MSCONFIG, Recovery CD, remote desktop and system file checker.
2.4 Perform Preventative Maintennance for opertaing systems
- Perform preventative maintennance on WIndows 2000, XP Professional, XP Home and Media Center - updates and service packs
3.0 Printers and Scanners Training
3.1 Idenity the fundamentals of using printers and scanners
- Describe processes used by printers and scanners including laser, ink, dispersion, impavt, solid ink and thermal printers.
3.2 Install, configure, optimize and upgrade printers and scanners.
- Install and configure printers and scanners - connection to local port or network connection, device drivers,
configure options and defaults and educate user about basic fuctionality.
3.3 Identify tools, diagnostic procedures and troubleshooting techniques for printers and scanners.
- Gather information required for troubleshooting.
- Troubleshoot a printer failure - clear queue, restart print spooler, inspect for jams and check for visual indicators.
4.0 Networks
4.1 Identify the fundamental principles of networks.
- Identify names, purposes and characteristics of the basic network protocols and terminologies - ISP, TCP/IP,
IPX/SPX, NETBUI / NETBIOS, SMTP, IMAP, SSL, HTTP, Telnet, FTP and DNS.
- Identify names, purposes and chracteristics of technologies for establishing connectivity - dial-up, broadband,
ISDN, Wireless and LAN/WAN
4.2 Install, configure, optimize and upgrade networks
- Establish network connectivity and share network resources
4.3 Identify tools, diagnostic procedures and troubleshooting techniques for networks
- Identify the names, purposes and characteristics of command line tools -IPCONFIG, PING, TRACERT, NSLOOK
- Diagnose and troubleshoot network issues - dirvers and network interface, protocol configuration, permissions, firewall configuration and electrical interference.
5.0 Security
5.1 Identify the fundamental priciples of security
- Identify the names, purposes and characteristics of access control and permissions.
5.2 Install, configure, optimize and upgrade security
- Install and configure hardware, software, wireless and data security - smart card readers, Key fobs, Biometric
devices, authentication, auditing and event viewer, wireless client configuration, data access, firewalls and encryption.
5.3 Perform security preventative maintennance
- Recognize social engineering and address social engineering situations training.
6.0 Communications and Professionalism
6.1 Use good communication skills, including listening and tact / discretion, when communicating with customers and colleagues.
- Use clear, concise and direct statements
- Allow the customer to complete statements - avoid interrupting
- Callrify customer statements
- Avoid using jargon, abbreviations and acronyms
- Listen to customer
6.2 Use job - related professional behavior including notation of privacy, confidentiality and respect for the customer and customer's property
A+ Depot Technician Specialist Certification Training
The CompTIA A+ 220-604 examination is targeted for individuals who work or intend to work in setting with limited
customer interaction, where hardware related activities are emphasized. Job titles in some organizations which are
descriptive of the role of this individual may be: Depot technician and bench technician. Students should pass the A+ Essentials exam before starting this course.
1.0 Personal Computer Components
1.1 Install, configure, optimize and upgrade personal computer components.
- Add, remove, optimize and upgrade personal computer components - drive preparation, jumper configuration,
storage devices, selectionand installation of motherboards, BIOS setup. Selection and installation of CPU, selection adn installation of memory, installation and optimization of adapter cards
1.2 Identify tools, diagnostic procedures and troubleshooting techniques
- Identifyand apply diagnostic procedures and troubleshooting techniques
- Identify the steps used to troubleshoot components
- Recognize names, purposes and appropriate application of tools - multimeter, anti-static pad, speciality tools / hardware, loop back plugs and cleaning products.
1.3 Perform preventative maintennance of personal computer components
- Identify and apply coomon preventative techniques - cleaning, airflow, adapter cards for driver and firmware updates.
2.0 Laptop and Portable Devices
2.1 Identify the fundamental principles of suing laptop and portable devices
- Identify the appropriate applications for laptop specific communication connections - Bluetooth, infrared devices,
Cellular WAN and Ethernet.
- Identify appropriate laptop specific power and electrical input devices - output performance for amperage and
voltage, identify the major components of the LCD
2.2 Install, comfigure, optimize and upgrade laptops and portable devices.
- Demonstrate the safe removal of laptop specific hardware including peripherals, hot swappables and non - hot swappables.
2.3 Idenity tools, diagnostic procedures and troubleshooting techniques for laptops amd portable devices.
- Use procedures and techniques to diagnose power conditions, video issues, keyboard and pointer issues and
wireless card issues - AC / DC power, plug in external monitor, check LCD cutoof switch, verify backlight
functionality and pixilation, stylus issues, antenna wires, unique laptop keypad issues and Toggle Fn keys.
3.0 Printers and Scanners
3.1 Identify the fundamental priciples of using printers and scanners
- Describe the process used by printers and scanners including laser, inkjet, thermal, solid ink and impact printers.
3.2 Install, configure, optimize and upgrade printers and scanners
- Idenify the steps used in installation and configuration process for printers and scanners - connection to port or
network, install and update device drivers, calibrate the device, configure options and settings and print test page.
- Install and configure printer/scanner memoery and firmware
3.3 Identify tools, diagnostic methods and troubleshooting procedures for printers and scanners
- gather data about printer/scanner.
- Review and analyze data collected about printer/scanner
- Implement solutions to solve indentified printer/scanner
- Identify appropriate tools used for troubleshooting and repairing printer/scanners - multi-meter, cleaning solutions, extension magnet and test patterns.
3.4 Perform preventative maintennance of printers and scanner problems
- Perform scheduled maintennance according to vendor guidelines.
- Ensure a suitable environment
- Use recommended supples
4.0 Security
4.1 Identify the names, purposes and characteristics of physical security devices and processes
- Control access to PC's, servers, laptops and restricted spaces
4.2 Install hardware security
- Smart card readers
- Jey fobs
- Biometric devices
5.0 Safety and Environmental issues
5.1 Identify potential hazzard and proper safety procedures including power supply, display devices and environment.
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