A+ Certification Essentials Support Skills
5 Days – Course No. G166
who should attend?
This course is intended for students wishing to
qualify with A+ Certification for PC Support professionals. It is also suitable
for students wanting to improve their skills in PC support and administration.
This is the essential foundation course for
newcomers to PC support and provides students with the necessary training to
ensure proficiency in PC installation and troubleshooting skills.
The course has been developed to produce
competent PC support engineers who are capable of taking and passing CompTIA’s
“A+ Certification” exams or other similar qualifications.
Prerequisites:
Ideally, you should have successfully completed
the "PC Fundamentals" course or have some basic experience of using a
PC, Windows, and browsing the web. It is recommended that you have the
following skills and knowledge before starting this course:
◦ Use a keyboard and mouse
◦ Recognize the main components of a PC and different data media such
as floppy disks, or CD-ROMs?
◦ Start the computer and navigate the Desktop
◦ Use Windows Explorer to create directories and subdirectories; and
move, copy
◦ or rename files and directories
◦ Use Internet Explorer to view websites
performance objectives
Upon completion of the course, participants
will be able to accomplish the following:
◦ Identify types and characteristics of PC components, including
motherboard, CPU, memory, and storage, input, and output devices
◦ Install and configure basic peripheral devices
◦ Identify types and characteristics of portable computers
◦ Install and configure Microsoft Windows 2000 and Microsoft Windows
XP
◦ Perform basic PC maintenance and troubleshooting
◦ Understand fundamental principles of securing IT systems and working
safely
◦ Communicate effectively with customers
◦ Install and configure print and imaging devices
◦ Understand fundamental principles of implementing LANs and internet
access
course outline
Module 1 - PC
Components
UNIT 1 - THE VISIBLE PC: Introduction to the PC
◦ Key Functions of a PC
◦ The System Case
◦ I/O Ports and Cables
◦ PS/2 Ports
◦ Parallel Ports
◦ Serial Ports
◦ USB Ports
◦ SCSI
◦ IEEE 1394 (Firewire)
◦ Modem and Network Ports
◦ Audio Ports
◦ Joystick/MIDI Ports
◦ Adding and Removing Peripherals
UNIT 2 – MOTHERBOARDS: Motherboard Layout
◦ System Clock
◦ Bus Architecture
◦ Motherboard Components
◦ Expansion Bus and Adapter Cards
◦ Motherboard Form Factors
◦ Power Supply Unit (PSU)
UNIT 3 – PROCESSORS: Central Processing Unit
(CPU)
◦ Processor Terminology
◦ Multitasking, Multiprocessing, and Multithreading
◦ Intel Processors
◦ AMD Processors
◦ Processor Sockets and Chipsets
UNIT 4 – MEMORY: Memory Types
◦ Memory Packaging
◦ Memory Characteristics
UNIT 5 - STORAGE DEVICES: Storage Devices
◦ Hard Drives
◦ Installing a Storage Device
◦ Preparing a Hard Disk
◦ Floppy Drives
◦ Optical Disk Storage
◦ Flash Memory
◦ Tape Drives
UNIT 6 - PERIPHERAL DEVICES: PC Display Screens
◦ Video Card
◦ Installing a Video Card and Monitor
◦ TV Tuners
◦ Sound Cards
◦ I/O and Communications Adapters
SUMMARY - PC COMPONENTS
Module 2 - Portable
Computers
UNIT 1 - PORTABLE COMPUTERS: Portable and
Desktop Computers
◦ Notebooks
◦ Tablet PC
◦ Personal Digital Assistants (PDAs)
SUMMARY - PORTABLE COMPUTERS 143
Module 3 -
Operating Systems
UNIT 1 - THE WINDOWS OPERATING SYSTEM: Introduction
to the Operating System
◦ Microsoft Operating Systems
◦ Overview of Windows 2000
◦ Overview of Windows XP
◦ Workgroups and Domains
◦ Apple Mac OS X
◦ Linux
◦ Novell NetWare
UNIT 2 - INSTALLING AND UPGRADING WINDOWS:
Overview of OS Installations
◦ Preparing the Hard Disk
◦ Domain or Workgroup Selection
◦ Installation Methods
◦ Setup Failure and Recovery
◦ Upgrading the OS
◦ Options for Deploying Windows
UNIT 3 - THE WINDOWS BOOT PROCESS: Windows Boot
Files
◦ Initial Startup Process
◦ The BOOT.INI File
Unit 4 - Managing Windows: Features of the
Desktop
◦ Windows Administrative Tools
◦ Changing System Settings
◦ Configuring Hardware
◦ Windows Performance Options
◦ Screen Savers and Power Management
◦ Managing Software
◦ Managing Services
Unit 5 - Windows Storage Management: Disk
Management
◦ Navigating Windows
◦ Working with Folders
◦ Working with Files
◦ Searching For Files
◦ The Recycle Bin
◦ My Network Places
SUMMARY - Operating Systems
Module 4 - PC
Support
Unit 1 - Hardware Maintenance and
Troubleshooting: Troubleshooting Techniques
◦ Troubleshooting Power Problems
◦ Troubleshooting POST
◦ Troubleshooting Internal Devices
◦ Troubleshooting Peripherals
◦ Notebook Troubleshooting
◦ Preventative Maintenance
Unit 2 - Troubleshooting the Operating System:
Error Categories
◦ Advanced Startup Options
◦ Diagnosing Problems
◦ Troubleshooting Applications
◦ Remote Features
Unit 3 – Security: Security Fundamentals
◦ Windows Security Overview
◦ Internet Security
◦ Malware
◦ Data Security
Unit 4 - Safety and Environmental Issues:
Health and Safety
◦ Static Electricity and ESD
◦ Materials Handling
◦ Storage of Components for Future Use
◦ Disposal of Consumables and Computer Equipment
Unit 5 - Professionalism and Communication:
Customer Service Skills
◦ Basic Approach
◦ Giving Feedback
◦ Communication with a Customer
◦ Professionalism
◦ Handling Customer Complaints
SUMMARY - PC Support
Module 5 - Printers
and Scanners
Unit 1 - Printers and Scanners: The Print
Process
◦ Installing and Configuring a Printer
◦ Operating and Troubleshooting Printers
◦ Scanners
◦ Installing and Using a Scanner
SUMMARY - Printers and Scanners
Module 6 -
Networking
Unit 1 - Network Concepts: What is a Network?
◦ Network Components
◦ Network Topologies
◦ The OSI Model
◦ IEEE 802 Standards
◦ Network Devices
◦ Network Transport Protocols
Unit 2 - Implementing a LAN: Uses and Benefits
of a LAN
◦ Server and Peer-to-Peer Networks
◦ Network Components
◦ Implementing a LAN
◦ Network Troubleshooting Basics
Unit 3 - WAN and Internet Connectivity: Wide
Area Networks and the Internet
◦ Accessing the Internet
◦ Cellular Devices
◦ Voice-over-IP
◦ Networking