Section 1.0 Hardware
1.1 Categorize storage devices and backup media:
These include FDD, HDD, Solid state, magnetic, and Optical drives. You will also need to study about CD / DVD / RW / Blu-Ray and other removable storage devices like tape drive, Solid state (e.g. thumb drive, flash, SD cards, USB), External CD-RW and hard drive. Know the distinction between hot swappable devices and non-hot swappable devices
1.2 Explain motherboard components, types and features:
These include ATX/BTX, Micro ATX, and NLX motherboards and their form factors, I/O interfaces for sound, video, USB 1.1 and 2.0, serial, parallel, IEEE 1394/Firewire, and PS/2. Know about Modems, and NICs.
Processors: Know about various processor sockets used by dual core, quad core, and other processors.
Momory slots: Know about RIMM, DIMM, SODIMM, and SIMM memory slots.
Bus architecture and bus-slots: Know about PCI, AGP, PCIe, AMR, CNT, PCMCIA, PATA, IDE, EIDE, SATA, and eSATA.
RAID levels: Know about RAID levels 0, 1, and 5.
BIOS, Firmware, and chipsets: Know about basic BIOS settings, battery replacement, and reading firmware version, etc. Know about raiser card, and common BIOS errors.
1.3 Classify power supplies types and characteristics
The topics include AC adapter, ATX proprietary power supplies, Voltage, wattage and capacity of power supplies, Voltage selector switch and pin configuration Pins (20, 24) on power supply output.
1.4 Explain the purpose and characteristics of CPUs and their features:
These include identification of CPU types (AMD and Intel), hyper threading, multi, dual, triple, and quad core processing,
Cache: Onchip cache (L1 and L2), actual versus real speed, 32 bit vs. 64 bit processing.
1.5 Explain cooling methods and devices:
The topics here include heat sinks, CPU and case fans, liquid cooling systems, thermal compound.
1.6 Compare and contrast memory types, characteristics and their purpose:
Several memory types are covered under this section, including DRAMs, SRAMs, SDRAMs, DDR / DDR2 / DDR3, and RAMBUS.
The memory characteristics are further discussed in terms of Parity vs. Non-parity, ECC vs. non-ECC, Single sided vs. double sided, Single channel vs. dual channe.
The bus speeds include PC100, PC133, PC2700, PC3200, DDR3-1600, DDR2-667.
1.7 Distinguish between the different display devices and their characteristics:
know about projectors, CRTs, and LCD technologies. Understand screen resolutions (e.g. XGA, SXGA+, UXGA, WUXGA), contrast ratio, and native resolution.
Understand different connector types like VGA, HDMI, S-video, Component/RGB.
Know about refresh rate, resolution, multi-monitor, and degaussing.
1.8 Install and configure peripherals and input devices:
These include mouse, bar code reader, multimedia (such as web and digital cameras, MIDI, and microphones), biometric devices, touch screen, and KVM switches.
1.9 Summarize the function and types of adapter cards:
These include video, PCI, PCIe, AGP cards such as sound card, TV tuner card, and capture card.
The I/O interfaces covered include SCSI, Serial, USB, and Parallel. Know about communication devices such as NIC and modem.
1.10 Install, configure and optimize laptop components and features:
The expansion devices covered include PCMCIA careds, PCI Express cards, docking station, etc.
Know about laptop communication connections such as Bluetooth, infrared, cellular WAN, Ethernet, and modem.
Know about power and electrical input devices such as fixed input power supplies, and batteries.
Laptop input devices such as stylus/digitizer, pointing devices (touch pad, point stick, etc.) are covered.
1.11 Install and configure printers:
Differentiate between laser, inkjet, thermal, and impact printer types Differentiate between local vs. network printers. Know about printer drivers compatibility.
2.0 Troubleshooting, Repair and Maintenance
2.1 Given a scenario, explain the troubleshooting theory
? Identify the problem
o Question the user and identify user changes to computer and perform backups
before making changes
? Establish a theory of probable cause (question the obvious)
? Test the theory to determine cause
o Once theory is confirmed determine next steps to resolve problem
o If theory is not confirmed re-establish new theory or escalate
? Establish a plan of action to resolve the problem and implement the solution
? Verify full system functionality and if applicable implement preventative measures
? Document findings, actions and outcomes
2.2 Given a scenario, explain and interpret common hardware and operating system symptoms and their causes
? OS related symptoms: Bluescreen, System lock-up, Input/output device, Application install, Start or load, Windows specific printing problems, Print spool stalled, Incorrect / incompatible driver,
? Hardware related symptoms: Excessive heat, Noise, Odors, Status light indicators, Alerts, Visible damage (e.g. cable, plastic)
? Use documentation and resources: Use/installation manuals, Internet / web based, Training materials
2.3 Given a scenario, determine the troubleshooting methods and tools for printers
? Manage print jobs
? Print spooler
? Printer properties and settings
? Print a test page
2.4 Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method
? Issues: Power conditions, Video, Keyboard, Pointer, Stylus, Wireless card issues
? Methods: Verify power (e.g. LEDs, swap AC adapter), Remove unneeded peripherals, Plug in external monitor, Toggle Fn keys or hardware switches, Check LCD cutoff switch, Verify backlight functionality and pixilation, Check switch for built-in WIFI antennas or external antennas
2.5 Given a scenario, integrate common preventative maintenance techniques
? Physical inspection
? Updates: Driver, Firmware, OS, Security
? Scheduling preventative maintenance: Defrag, Scandisk, Check disk, Startup programs
? Use of appropriate repair tools and cleaning materials: Compressed air, Lint free cloth, Computer vacuum and compressors
? Power devices: Appropriate source such as power strip, surge protector or UPS
? Ensuring proper environment
? Backup procedures
3.0 Operating Systems and Software
Unless otherwise noted, operating systems referred to within include Microsoft Windows 2000, Windows XP Professional, XP Home, XP MediaCenter, Windows Vista Home, Home Premium, Business and Ultimate.
3.1 Compare and contrast the different Windows Operating Systems and their features
? Windows 2000, Windows XP 32bit vs. 64bit, Windows Vista 32 bit vs. 64bit
o Side bar, Aero, UAC, minimum system requirements, system limits
o Windows 2000 and newer ? upgrade paths and requirements
o Terminology (32bit vs. 64bit ? x86 vs. x64)
o Application compatibility, installed program locations (32bit vs. 64bit),
Windows compatibility mode
o User interface, start bar layout
3.2 Given a scenario, demonstrate proper use of user interfaces
? Windows Explorer
? My Computer
? Control Panel
? Command prompt utilities: telnet, ping, ipconfig,
? Run line utilities: msconfig, msinfo32, Dxdiag, Cmd, REGEDIT
? My Network Places
? Task bar / systray
? Administrative tools: Performance monitor, Event Viewer, Services, Computer Management
? MMC
? Task Manager
? Start Menu
3.3 Explain the process and steps to install and configure the Windows OS
? File systems: FAT32 vs. NTFS,
? Directory structures: Create folders, Navigate directory structures
? Files: Creation, Extensions, Attributes, Permissions
? Verification of hardware compatibility and minimum requirements
? Installation methods: Boot media such as CD, floppy or USB, Network installation, Install from image, Recover CD, Factory recovery partition
? Operating system installation options: File system type, Network configuration, Repair install
? Disk preparation order: Format drive, Partition, Start installation
? Device Manager: Verify, Install and update devices drivers, Driver signing
? 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
3.4 Explain the basics of boot sequences, methods and startup utilities
? Disk boot order / device priority
o Types of boot devices (disk, network, USB, other)
? Boot options
o Safe mode
o Boot to restore point
o Recovery options: Automated System Recovery (ASR), Emergency Repair Disk (ERD), Recovery console
4.0 Networking
4.1 Summarize the basics of networking fundamentals, including technologies, devices and protocols
? Basics of configuring IP addressing and TCP/IP properties (DHCP, DNS)
? Bandwidth and latency
? Status indicators
? Protocols (TCP/IP, NETBIOS)
? Full-duplex, half-duplex
? Basics of workgroups and domains
? Common ports: HTTP, FTP, POP, SMTP, TELNET, HTTPS
? LAN / WAN
? Hub, switch and router
? Identify Virtual Private Networks (VPN)
? Basics class identification
4.2 Categorize network cables and connectors and their implementations
? Cables: Plenum / PVC, UTP (e.g. CAT3, CAT5 / 5e, CAT6), STP, Fiber, Coaxial cable
? Connectors: RJ45, RJ11
4.3 Compare and contrast the different network types
? Broadband: DSL, Cable, Satellite, Fiber
? Dial-up
? Wireless: All 802.11 types, WEP, WPA, SSID, MAC filtering, DHCP settings
? Bluetooth
? Cellular
5.0 Security
5.1 Explain the basic principles of security concepts and technologies
? Encryption technologies
? Data wiping / hard drive destruction / hard drive recycling
? Software firewall: Port security, Exceptions
? Authentication technologies: User name, Password, Biometrics, Smart cards
? Basics of data sensitivity and data security: Compliance, Classifications, Social engineering
5.2 Summarize the following security features
? Wireless encryption: WEPx and WPAx, Client configuration (SSID)
? Malicious software protection: Viruses, Trojans, Worms, Spam, Spyware, Adware, Grayware
? BIOS Security: Drive lock, Passwords, Intrusion detection, TPM
? Password management / password complexity
? Locking workstation: Hardware, Operating system
? Biometrics: Fingerprint scanner,
6.0 Operational Procedure
6.1 Outline the purpose of appropriate safety and environmental procedures and given a
scenario apply them
? ESD
? 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
? Material Safety Data Sheets (MSDS)
? Cable management: Avoiding trip hazards
? Physical safety: Heavy devices, Hot components
? Environmental ? consider proper disposal procedures
6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace
? Use proper language ? avoid jargon, acronyms, slang
? Maintain a positive attitude
? Listen and do not interrupt a customer
? Be culturally sensitive
? Be on time: If late contact the customer
? Avoid distractions: Personal calls, Talking to co-workers while interacting with customers, Personal interruptions,
? Dealing with a difficult customer or situation
o Avoid arguing with customers and/or being defensive
o Do not minimize customers? problems
o Avoid being judgmental
o Clarify customer statements: Ask open-ended questions to narrow the scope of the problem, Restate the issue or question to verify understanding
? Set and meet expectations / timeline and communicate status with the customer
o Offer different repair / replacement options if applicable
o Provide proper documentation on the services provided
o Follow up with customer / user at a later date to verify satisfaction
? Deal appropriately with customers confidential materials
o Located on computer, desktop, printer, etc.
1.1 Categorize storage devices and backup media:
These include FDD, HDD, Solid state, magnetic, and Optical drives. You will also need to study about CD / DVD / RW / Blu-Ray and other removable storage devices like tape drive, Solid state (e.g. thumb drive, flash, SD cards, USB), External CD-RW and hard drive. Know the distinction between hot swappable devices and non-hot swappable devices
1.2 Explain motherboard components, types and features:
These include ATX/BTX, Micro ATX, and NLX motherboards and their form factors, I/O interfaces for sound, video, USB 1.1 and 2.0, serial, parallel, IEEE 1394/Firewire, and PS/2. Know about Modems, and NICs.
Processors: Know about various processor sockets used by dual core, quad core, and other processors.
Momory slots: Know about RIMM, DIMM, SODIMM, and SIMM memory slots.
Bus architecture and bus-slots: Know about PCI, AGP, PCIe, AMR, CNT, PCMCIA, PATA, IDE, EIDE, SATA, and eSATA.
RAID levels: Know about RAID levels 0, 1, and 5.
BIOS, Firmware, and chipsets: Know about basic BIOS settings, battery replacement, and reading firmware version, etc. Know about raiser card, and common BIOS errors.
1.3 Classify power supplies types and characteristics
The topics include AC adapter, ATX proprietary power supplies, Voltage, wattage and capacity of power supplies, Voltage selector switch and pin configuration Pins (20, 24) on power supply output.
1.4 Explain the purpose and characteristics of CPUs and their features:
These include identification of CPU types (AMD and Intel), hyper threading, multi, dual, triple, and quad core processing,
Cache: Onchip cache (L1 and L2), actual versus real speed, 32 bit vs. 64 bit processing.
1.5 Explain cooling methods and devices:
The topics here include heat sinks, CPU and case fans, liquid cooling systems, thermal compound.
1.6 Compare and contrast memory types, characteristics and their purpose:
Several memory types are covered under this section, including DRAMs, SRAMs, SDRAMs, DDR / DDR2 / DDR3, and RAMBUS.
The memory characteristics are further discussed in terms of Parity vs. Non-parity, ECC vs. non-ECC, Single sided vs. double sided, Single channel vs. dual channe.
The bus speeds include PC100, PC133, PC2700, PC3200, DDR3-1600, DDR2-667.
1.7 Distinguish between the different display devices and their characteristics:
know about projectors, CRTs, and LCD technologies. Understand screen resolutions (e.g. XGA, SXGA+, UXGA, WUXGA), contrast ratio, and native resolution.
Understand different connector types like VGA, HDMI, S-video, Component/RGB.
Know about refresh rate, resolution, multi-monitor, and degaussing.
1.8 Install and configure peripherals and input devices:
These include mouse, bar code reader, multimedia (such as web and digital cameras, MIDI, and microphones), biometric devices, touch screen, and KVM switches.
1.9 Summarize the function and types of adapter cards:
These include video, PCI, PCIe, AGP cards such as sound card, TV tuner card, and capture card.
The I/O interfaces covered include SCSI, Serial, USB, and Parallel. Know about communication devices such as NIC and modem.
1.10 Install, configure and optimize laptop components and features:
The expansion devices covered include PCMCIA careds, PCI Express cards, docking station, etc.
Know about laptop communication connections such as Bluetooth, infrared, cellular WAN, Ethernet, and modem.
Know about power and electrical input devices such as fixed input power supplies, and batteries.
Laptop input devices such as stylus/digitizer, pointing devices (touch pad, point stick, etc.) are covered.
1.11 Install and configure printers:
Differentiate between laser, inkjet, thermal, and impact printer types Differentiate between local vs. network printers. Know about printer drivers compatibility.
2.0 Troubleshooting, Repair and Maintenance
2.1 Given a scenario, explain the troubleshooting theory
? Identify the problem
o Question the user and identify user changes to computer and perform backups
before making changes
? Establish a theory of probable cause (question the obvious)
? Test the theory to determine cause
o Once theory is confirmed determine next steps to resolve problem
o If theory is not confirmed re-establish new theory or escalate
? Establish a plan of action to resolve the problem and implement the solution
? Verify full system functionality and if applicable implement preventative measures
? Document findings, actions and outcomes
2.2 Given a scenario, explain and interpret common hardware and operating system symptoms and their causes
? OS related symptoms: Bluescreen, System lock-up, Input/output device, Application install, Start or load, Windows specific printing problems, Print spool stalled, Incorrect / incompatible driver,
? Hardware related symptoms: Excessive heat, Noise, Odors, Status light indicators, Alerts, Visible damage (e.g. cable, plastic)
? Use documentation and resources: Use/installation manuals, Internet / web based, Training materials
2.3 Given a scenario, determine the troubleshooting methods and tools for printers
? Manage print jobs
? Print spooler
? Printer properties and settings
? Print a test page
2.4 Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method
? Issues: Power conditions, Video, Keyboard, Pointer, Stylus, Wireless card issues
? Methods: Verify power (e.g. LEDs, swap AC adapter), Remove unneeded peripherals, Plug in external monitor, Toggle Fn keys or hardware switches, Check LCD cutoff switch, Verify backlight functionality and pixilation, Check switch for built-in WIFI antennas or external antennas
2.5 Given a scenario, integrate common preventative maintenance techniques
? Physical inspection
? Updates: Driver, Firmware, OS, Security
? Scheduling preventative maintenance: Defrag, Scandisk, Check disk, Startup programs
? Use of appropriate repair tools and cleaning materials: Compressed air, Lint free cloth, Computer vacuum and compressors
? Power devices: Appropriate source such as power strip, surge protector or UPS
? Ensuring proper environment
? Backup procedures
3.0 Operating Systems and Software
Unless otherwise noted, operating systems referred to within include Microsoft Windows 2000, Windows XP Professional, XP Home, XP MediaCenter, Windows Vista Home, Home Premium, Business and Ultimate.
3.1 Compare and contrast the different Windows Operating Systems and their features
? Windows 2000, Windows XP 32bit vs. 64bit, Windows Vista 32 bit vs. 64bit
o Side bar, Aero, UAC, minimum system requirements, system limits
o Windows 2000 and newer ? upgrade paths and requirements
o Terminology (32bit vs. 64bit ? x86 vs. x64)
o Application compatibility, installed program locations (32bit vs. 64bit),
Windows compatibility mode
o User interface, start bar layout
3.2 Given a scenario, demonstrate proper use of user interfaces
? Windows Explorer
? My Computer
? Control Panel
? Command prompt utilities: telnet, ping, ipconfig,
? Run line utilities: msconfig, msinfo32, Dxdiag, Cmd, REGEDIT
? My Network Places
? Task bar / systray
? Administrative tools: Performance monitor, Event Viewer, Services, Computer Management
? MMC
? Task Manager
? Start Menu
3.3 Explain the process and steps to install and configure the Windows OS
? File systems: FAT32 vs. NTFS,
? Directory structures: Create folders, Navigate directory structures
? Files: Creation, Extensions, Attributes, Permissions
? Verification of hardware compatibility and minimum requirements
? Installation methods: Boot media such as CD, floppy or USB, Network installation, Install from image, Recover CD, Factory recovery partition
? Operating system installation options: File system type, Network configuration, Repair install
? Disk preparation order: Format drive, Partition, Start installation
? Device Manager: Verify, Install and update devices drivers, Driver signing
? 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
3.4 Explain the basics of boot sequences, methods and startup utilities
? Disk boot order / device priority
o Types of boot devices (disk, network, USB, other)
? Boot options
o Safe mode
o Boot to restore point
o Recovery options: Automated System Recovery (ASR), Emergency Repair Disk (ERD), Recovery console
4.0 Networking
4.1 Summarize the basics of networking fundamentals, including technologies, devices and protocols
? Basics of configuring IP addressing and TCP/IP properties (DHCP, DNS)
? Bandwidth and latency
? Status indicators
? Protocols (TCP/IP, NETBIOS)
? Full-duplex, half-duplex
? Basics of workgroups and domains
? Common ports: HTTP, FTP, POP, SMTP, TELNET, HTTPS
? LAN / WAN
? Hub, switch and router
? Identify Virtual Private Networks (VPN)
? Basics class identification
4.2 Categorize network cables and connectors and their implementations
? Cables: Plenum / PVC, UTP (e.g. CAT3, CAT5 / 5e, CAT6), STP, Fiber, Coaxial cable
? Connectors: RJ45, RJ11
4.3 Compare and contrast the different network types
? Broadband: DSL, Cable, Satellite, Fiber
? Dial-up
? Wireless: All 802.11 types, WEP, WPA, SSID, MAC filtering, DHCP settings
? Bluetooth
? Cellular
5.0 Security
5.1 Explain the basic principles of security concepts and technologies
? Encryption technologies
? Data wiping / hard drive destruction / hard drive recycling
? Software firewall: Port security, Exceptions
? Authentication technologies: User name, Password, Biometrics, Smart cards
? Basics of data sensitivity and data security: Compliance, Classifications, Social engineering
5.2 Summarize the following security features
? Wireless encryption: WEPx and WPAx, Client configuration (SSID)
? Malicious software protection: Viruses, Trojans, Worms, Spam, Spyware, Adware, Grayware
? BIOS Security: Drive lock, Passwords, Intrusion detection, TPM
? Password management / password complexity
? Locking workstation: Hardware, Operating system
? Biometrics: Fingerprint scanner,
6.0 Operational Procedure
6.1 Outline the purpose of appropriate safety and environmental procedures and given a
scenario apply them
? ESD
? 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
? Material Safety Data Sheets (MSDS)
? Cable management: Avoiding trip hazards
? Physical safety: Heavy devices, Hot components
? Environmental ? consider proper disposal procedures
6.2 Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace
? Use proper language ? avoid jargon, acronyms, slang
? Maintain a positive attitude
? Listen and do not interrupt a customer
? Be culturally sensitive
? Be on time: If late contact the customer
? Avoid distractions: Personal calls, Talking to co-workers while interacting with customers, Personal interruptions,
? Dealing with a difficult customer or situation
o Avoid arguing with customers and/or being defensive
o Do not minimize customers? problems
o Avoid being judgmental
o Clarify customer statements: Ask open-ended questions to narrow the scope of the problem, Restate the issue or question to verify understanding
? Set and meet expectations / timeline and communicate status with the customer
o Offer different repair / replacement options if applicable
o Provide proper documentation on the services provided
o Follow up with customer / user at a later date to verify satisfaction
? Deal appropriately with customers confidential materials
o Located on computer, desktop, printer, etc.