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  • 1. Independent Study for Certification - Microsoft Certified Desktop Support Technician Course Outcome Summary Information Credits 0 Organization Hartford Union High School Mission/Description Mission Statement: Our mission is to prepare all students to build a knowledge base f business/marketing skills and attitudes, and to apply those skills and attitudes in a constantly changing world in order to be competent, productive and successful workers. Course Description: Independent Study for Certification: This course will allow students to specialize in a specific area of computer concentration and work towards receiving an industry-recognized certification in either software or networking through Microsoft. Students will prepare for certification via hands-on exercises, online tutorials, and individual instruction from the instructor. Students who pass the certification exam may earn Honors credit. Students enrolled in this course can also receive credit through Moraine Park Technical College. Units Installing a Windows Desktop Operating System Managing and troubleshooting Access to Resources Configuring and Troubleshooting Hardware Devices and Drives Configuring and Troubleshooting the Desktop and User Environments Troubleshooting Network Protocols and Services. Core Abilities Analyze divergent views to resolve conflicts. Assess personal goals, values, and motivations. Assume responsibility for own actions. Balance a lifestyle that is safe and healthy. Demonstrate appropriate communication skills. Devise solutions to complex problems.
  • 2. Initiate positive leadership skills. Integrate self awareness and attitudes appropriate in diverse social situations. Organize data into useable forms. Utilize appropriate behaviors and attitudes in the work environment. Utilize technology to improve efficiency. Competencies, Linked Standards, Objectives and Performance Standards 1. Perform and troubleshoot an attended installation of Windows XP operating system. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to performing an attended installation of Windows XP operating system. b. 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. c. troubleshoot and complete installations in which an installation fails to complete. Tasks include reviewing setup log files and providing needed files. d. Perform post/installation configuration. Tasks include customizing installations for individual users and applying service packs. 2. Perform and troubleshoot an unattended installation of a Windows desktop operating system. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives
  • 3. a. 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. b. 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. c. Perform an installation by using unattended installation files. 3. Upgrade from a previous version of Windows. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. 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. b. Verify hardware compatibility for upgrade. Considerations include minimum hardware and system resource requirements. c. Verify application compatibility for upgrade. Task include ascertaining which applications can and cannot run, and using the application compatibility tools. d. Migrate user state data from an PC to a new PC e. Install a second instance of an operating system on a computer. 4. Monitor, manage, and troubleshoot access to files and folders. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to managing and troubleshooting access to files and folders. b. Monitor, manage, and troubleshoot NTFS file permissions. c. Manage and troubleshoot simple file sharing.
  • 4. d. Manage and troubleshoot file encryption. 5. Manage and troubleshoot access to shared folders. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to managing and troubleshooting access to shared folder. b. Create shared folders. c. Configure access permission for shared folders on NTFS partitions. d. Troubleshoot and interpret Access Denied messages. 6. Connect to local and network print devices. Properties Domain: Cognitive Level: Application Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to printing locally. b. Configure and manage local printing. c. Answer end-user questions related to network-based printing. d. Connect to and manage printing to a network-based printer. 7. Manage and troubleshoot access to and synchronization of offline files. Properties Domain: Cognitive Level: Application Difficulty: High Importance: Essential Performance Standards
  • 5. o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to configuring and synchronizing offline files. b. Configure and troubleshoot offline files. c. Configure and troubleshoot offline file synchronization. 8. Configure and troubleshoot storage devices. Properties Domain: Cognitive Level: Analysis Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to configuring hard disks and partitions or volumes. b. Manage and troubleshoot disk partitioning. c. Answer end-user questions related to optical drives such as CD-ROM, CD-RW, DVD, and DVD-R. d. Configure and troubleshoot removable storage devices such as pen drives, flash drives, and memory cards. 9. Configure and troubleshoot display devices. Properties Domain: Cognitive Level: Analysis Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to configuring desktop display settings. b. Configure display devices and display settings. c. Troubleshoot display device settings. 10. Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
  • 6. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Learning objectives a. Answer end-user questions related to configuring ACPI settings. b. Configure and troubleshoot operating system power settings. c. Configure and troubleshoot standby and hibernate settings. 11. Configure and troubleshoot I/O devices. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to configuring I/O devices. b. Configure and troubleshoot device settings. c. Configure and troubleshoot device drivers for I/O devices. d. Configure and troubleshoot hardware profiles. 12. Configure and troubleshoot the Desktop and User environments. Properties Domain: Cognitive Level: Analysis Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Configure the user environment. b. Configure support for multiple languages for multiple locations. c. Troubleshoot security settings and local security policy. d. Configure and troubleshoot local user and group accounts. e. Troubleshoot system startup and user logon problems. f. Monitor and analyze system performance.
  • 7. 13. Troubleshoot TCP/IP Tools include ARP; the Repair utility; connection properties; and the ping, ipconfig, pathping, and nslookup commands. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Answer end-user questions related to configuring TCP/IP settings. b. Configure and troubleshoot manual TCP/IP configurations. c. Configure and troubleshoot automated TCP/IP address configuration. d. Configure and troubleshoot Internet Connection Firewall (ICF) setting such as enable and disable. Considerations include indications of issues related to enabling or disabling ICF. 14. Troubleshoot name resolution issues. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Configure and troubleshoot host name resolution issues on a client computer. Considerations include Hosts files and DNS. b. Configure and troubleshoot Net BIOS name resolution issues on a client computer. Considerations include Lmhosts files and WINS. 15. Configure and troubleshoot remote connections. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Performance Standards
  • 8. o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Configure and troubleshoot a remote dialup connection. Tasks include client-side configuration. b. Configure and troubleshoot a remote connection across the Internet. Tasks include client-side configuration. 16. Configure and troubleshoot Internet Explorer. Properties Domain: Cognitive Level: Analysis Difficulty: Medium Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Configure and troubleshoot Internet Explorer connections properties. b. Configure and troubleshoot Internet Explorer security properties. c. Configure and troubleshoot Internet Explorer general properties. 17. Configure and troubleshoot end-user systems by using remote connectivity tools. Properties Domain: Cognitive Level: Analysis Difficulty: High Importance: Essential Performance Standards o learner meets the Microsoft Certified Desktop Support Technician certification requirements. Learning objectives a. Use Remote Desktop to configure and troubleshoot an end user's desktop. b. Use Remote Assistance to configure and troubleshoot an end user's desktop.