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Boot Camp:† Microsoft Certified Desktop Support Technician (MCDST)

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This intensive hands-on instructor-led training course for Certification as a Microsoft Certified Desktop Support Technician (MCDST) is designed to teach students the skills they need to work in a desktop support role, and prepares them to pass the certification exam. The price of two vouchers to take the exams at an official testing center is included in the price of this course. This course covers all of the information in the Microsoft Certified Desktop Support Technician curriculum and prepares the student to pass the two exams that lead to MCDST certification. The first tests a studentís ability to offer support and troubleshoot users of the Microsoft Windows XP operating system. The other test determines a studentís ability to provide effective support and problem-solving solutions to users of desktop applications using the Microsoft Windows XP operating system.

Course Overview

By the end of the class students will be able to:

  • Resolve desktop operating system issues in the Windows XP Professional and Windows XP Home Edition environments
  • Troubleshoot issues relating to system configuration, security, addressing, name resolution system performance and network connectivity
  • Manage and troubleshoot a variety of hardware devices including printers
  • Manage and troubleshoot issues relating to files and folders
  • Understand and troubleshoot the Windows XP boot process
  • Understand and troubleshoot the Windows system architecture as it relates to applications running on Windows XP
  • Troubleshoot Win32, MS-DOS and Win 16 applications including security and compatibility issues
  • Configure and troubleshoot issues related to settings
  • Configure, manage and troubleshoot Outlook to use Microsoft Exchange Server and Internet e-mail.
  • Support Microsoft Office
  • Have the knowledge and hands-on experience to pass the MCDST Certification Exam

Prerequisites

It is preferred that a candidate for the MCDST exam have 6-12 months of experience supporting end users of a desktop operating system.

Course Outline

  • Perform and troubleshoot an attended installation of a Windows XP operating system.

    • Answer end-user questions related to performing an attended installation of a Windows XP operating system.
    • Troubleshoot and complete installations in which an installation does not start. Tasks include configuring the device boot order and ascertaining probable cause of the failure to start.
    • Troubleshoot and complete installations in which an installation fails to complete. Tasks include reviewing setup log files and providing needed files.
    • Perform postinstallation configuration. Tasks include customizing installations for individual users and applying service packs.
  • Perform and troubleshoot an unattended installation of a Windows desktop operating system.

    • Answer end-user questions related to performing an unattended installation of a Windows XP operating system. Tasks include starting an installation, answering questions asked by an end user during an installation, and performing postinstallation tasks.
    • Configure a PC to boot to a network device and start installation of a Windows XP operating system. Tasks include configuring PXE compliant network cards.
    • Perform an installation by using unattended installation files.
  • Upgrade from a previous version of Windows.

    • Answer end-user questions related to upgrading from a previous version of Windows. Considerations include available upgrade paths and methods for transferring user state data.
    • Verify hardware compatibility for upgrade. Considerations include minimum hardware and system resource requirements.
    • Verify application compatibility for upgrade. Tasks include ascertaining which applications can and cannot run, and using the application compatibility tools.
    • Migrate user state data from an existing PC to a new PC.
    • Install a second instance of an operating system on a computer.
  • Monitor, manage, and troubleshoot access to files and folders.

    • Answer end-user questions related to managing and troubleshooting access to files and folders.
    • Monitor, manage, and troubleshoot NTFS file permissions.
    • Manage and troubleshoot simple file sharing.
    • Manage and troubleshoot file encryption.
  • Manage and troubleshoot access to shared folders.

    • Answer end-user questions related to managing and troubleshooting access to shared folders.
    • Create shared folders.
    • Configure access permission for shared folders on NTFS partitions.
    • Troubleshoot and interpret Access Denied messages.
  • Connect to local and network print devices.

    • Answer end-user questions related to printing locally.
    • Configure and manage local printing.
    • Answer end-user questions related to network-based printing.
    • Connect to and manage printing to a network-based printer.
  • Manage and troubleshoot access to and synchronization of offline files.

    • Answer end-user questions related to configuring and synchronizing offline files.
    • Configure and troubleshoot offline files.
    • Configure and troubleshoot offline file synchronization.
  • Configure and troubleshoot storage devices.

    • Answer end-user questions related to configuring hard disks and partitions or volumes.
    • Manage and troubleshoot disk partitioning.
    • Answer end-user questions related to optical drives such as CD-ROM, CD-RW, DVD, and DVD-R.
    • Configure and troubleshoot removable storage devices such as pen drives, flash drives, and memory cards.
  • Configure and troubleshoot display devices.

    • Answer end-user questions related to configuring desktop display settings.
    • Configure display devices and display settings.
    • Troubleshoot display device settings.
  • Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).

    • Answer end-user questions related to configuring ACPI settings.
    • Configure and troubleshoot operating system power settings.
    • Configure and troubleshoot system standby and hibernate settings.
  • Configure and troubleshoot I/O devices.

    • Answer end-user questions related to configuring I/O devices.
    • Configure and troubleshoot device settings.
    • Configure and troubleshoot device drivers for I/O devices.
    • Configure and troubleshoot hardware profiles.
  • Configuring and Troubleshooting the Desktop and User Environments

  • Configure the user environment.

    • Answer end-user questions related to configuring the desktop and user environment.
    • Configure and troubleshoot task and toolbar settings.
    • Configure and troubleshoot accessibility options.
    • Configure and troubleshoot pointing device settings.
    • Configure and troubleshoot fast-use switching.
  • Configure support for multiple languages or multiple locations.

    • Answer end-user questions related to regional settings.
    • Configure and troubleshoot regional settings.
    • Answer end-user questions related to language settings.
    • Configure and troubleshoot language settings.
  • Troubleshoot security settings and local security policy.

    • Answer end-user questions related to security settings.
    • Identify end-user issues caused by local security policies such as Local Security Settings and Security Configuration and Analysis.
    • Identify end-user issues caused by network security policies such as Resultant Set of Policy (RSoP) and Group Policy.
  • Configure and troubleshoot local user and group accounts.

    • Answer end-user questions related to user accounts.
    • Configure and troubleshoot local user accounts.
    • Answer end-user questions related to local group accounts.
    • Configure and troubleshoot local group accounts. Considerations include rights and permissions.
  • Troubleshoot system startup and user logon problems.

    • Answer end-user questions related to system startup issues.
    • Troubleshoot system startup problems.
    • Answer end-user questions related to user logon issues.
    • Troubleshoot local user logon issues.
    • Troubleshoot domain user logon issues.
  • Monitor and analyze system performance.

    • Answer end-user questions related to system performance.
    • Use Help and Support to view and troubleshoot system performance.
    • Use Task Manager to view and troubleshoot system performance.
    • Use the Performance tool to capture system performance information.
  • Troubleshoot TCP/IP. Tools include ARP; the Repair utility; connection properties; and the ping, ipconfig, pathping, and nslookup commands.

    • Answer end-user questions related to configuring TCP/IP settings.
    • Configure and troubleshoot manual TCP/IP configuration.
    • Configure and troubleshoot automated TCP/IP address configuration.
    • Configure and troubleshoot Internet Connection Firewall (ICF) settings such as enable and disable. Considerations include indications of issues related to enabling or disabling ICF.
  • Troubleshoot name resolution issues.

    • Configure and troubleshoot host name resolution issues on a client computer. Considerations include Hosts files and DNS.
    • Configure and troubleshoot NetBIOS name resolution issues on a client computer. Considerations include Lmhosts files and WINS.
  • Configure and troubleshoot remote connections.

    • Configure and troubleshoot a remote dialup connection. Tasks include client-side configuration.
    • Configure and troubleshoot a remote connection across the Internet. Tasks include client-side configuration.
  • Configure and troubleshoot Internet Explorer.

    • Configure and troubleshoot Internet Explorer connections properties.
    • Configure and troubleshoot Internet Explorer security properties.
    • Configure and troubleshoot Internet Explorer general properties.
  • Configure and troubleshoot end-user systems by using remote connectivity tools.

    • Use Remote Desktop to configure and troubleshoot an end user's desktop.
    • Use Remote Assistance to configure and troubleshoot an end user's desktop.
  • Configure and troubleshoot Office applications.

    • Answer end-user questions related to configuring Office applications.
    • Set application compatibility settings.
    • Troubleshoot application installation problems.
    • Configure and troubleshoot e-mail account settings.
    • Configure and troubleshoot Internet Explorer.
    • Configure and troubleshoot Outlook Express.
    • Answer end-user questions related to configuring Outlook Express.
    • Configure and troubleshoot newsreader account settings.
    • Configure and troubleshoot e-mail account settings.
    • Configure the operating system to support applications.
    • Answer end-user questions related to configuring the operating system to support an application.
    • Configure and troubleshoot file system access and file permission problems on multiboot computers.
    • Configure access to applications on multiuser computers.
    • Configure and troubleshoot application access on a multiple user client computer.
  • Resolving Issues Related to Usability

  • Resolve issues related to Office application support features.

    • Configuring Office applications and interpreting error messages.
  • Resolve issues related to Internet Explorer support features.

    • Configuring Internet Explorer and interpreting error messages.
  • Resolve issues related to Outlook Express features.

    • Configuring Outlook Express and interpreting error messages.
  • Resolve issues related to operating system features.

    • Configuring operating system features and interpreting error messages.
  • Resolving Issues Related to Application Customization

  • Resolve issues related to customizing an Office application.

    • Answer end-user questions related to customizing Office applications.
    • Customize toolbars.
    • Configure proofing tools.
    • Manage Outlook data, including configuring, importing, and exporting data, and repairing corrupted data.
    • Personalize Office features.
  • Resolve issues related to customizing Internet Explorer.

  • Resolve issues related to customizing Outlook Express.

  • Resolve issues related to customizing the operating system to support applications.

    • Answer end-user questions related to customizing the operating system to support an application.
    • Customize the Start menu and taskbar.
    • Customize regional settings.
    • Customize fonts.
    • Customize folder settings.
  • Configuring and Troubleshooting Connectivity for Applications

  • Identify and troubleshoot name resolution problems.

    • Indications of such problems include application errors.
  • Identify and troubleshoot network adapter configuration problems.

    • Indications of such problems include application errors.
  • Identify and troubleshoot LAN and Routing and Remote Access configuration problems.

    • Indications of such problems include application errors.
  • Identify and troubleshoot network connectivity problems caused by the firewall configuration.

    • Indications of such problems include application errors.
  • Identify and troubleshoot problems with locally attached devices.

    • Indications of such problems include application errors.
  • Configuring Application Security

  • Identify and troubleshoot problems related to security permissions.

    • Answer end-user questions related to application security settings.
    • Troubleshoot access to local resources.
    • Troubleshoot access to network resources.
    • Troubleshoot insufficient user permissions and rights.
  • Identify and respond to security incidents.

    • Answer end-user questions related to security incidents.
    • Identify a virus attack.
    • Apply critical updates.
  • Manage application security settings.