Objective Mappings: TestOut PC Pro
CompTIA A+ 220-901 CompTIA A+ 220-902
TestOut PC Pro – English 5.1.x
Revised: 2017-10-20
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
Contents This document contains three objective mappings. Click on a mapping to view its contents.
Objective Mapping: LabSim Section to TestOut PC Pro Objective .......................................................................................................................................................... 3
Objective Mapping: TestOut PC Pro Objective to LabSim Section ........................................................................................................................................................ 20
Objective Mapping: LabSim Section to CompTIA 220-901 and 220-902 Objectives ............................................................................................................................. 23
Objective Mapping: CompTIA 220-901 Objective to LabSim Section .................................................................................................................................................... 81
Objective Mapping: CompTIA 220-902 Objective to LabSim Section .................................................................................................................................................. 101
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
Objective Mapping: LabSim Section to TestOut PC Pro Objective Section Title Objectives for PC Pro
1.0 Computing Overview
1.1 Course Introduction
1.2 Using the Simulator
1.3 Hardware Basics 4.0 External Devices
Connect external devices using the appropriate connectors and cables
1.4 Windows Basics
1.5 Linux Basics
1.6 Mac OS Basics
2.0 PC Technician
2.1 Protection and Safety
2.2 Professionalism
2.3 PC Tools
2.4 PC Maintenance
2.5 Troubleshooting Overview
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
3.0 System Components
3.1 Cases and Form Factors 1.0 Basic Hardware Components
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards
Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types
3.2 Power Supplies 1.0 Basic Hardware Components
Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards
3.3 Motherboards and Buses 1.0 Basic Hardware Components
Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards
3.4 Motherboard Troubleshooting
1.0 Basic Hardware Components
View BIOS/UEFI settings for basic hardware components Troubleshoot basic hardware components and resolve issues
3.5 Processors 1.0 Basic Hardware Components
Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
View BIOS/UEFI settings for basic hardware components Configure the settings of basic hardware components
3.6 Processor Troubleshooting 1.0 Basic Hardware Components
Troubleshoot basic hardware components and resolve issues
3.7 Memory 1.0 Basic Hardware Components
Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types
3.8 Memory Installation 1.0 Basic Hardware Components
Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types.
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards.
3.9 Memory Troubleshooting 1.0 Basic Hardware Components
View BIOS/UEFI settings for basic hardware components Troubleshoot basic hardware components and resolve issues
3.10 BIOS/UEFI 1.0 Basic Hardware Components
View BIOS/UEFI settings for basic hardware components
5.0 Storage
Configure BIOS/UEFI settings for hard disks
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
3.11 Expansion Cards 1.0 Basic Hardware Components
Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards
3.12 Video 2.0 Video
Identify video adapter components, features, connectors, and cables Given a scenario with system specifications and end-user requirements, select and install the
appropriate video adapters Configure display and video adapter settings
3.13 Audio 3.0 Audio
Identify sound card components, features, connectors, and cables Given a scenario with system specifications and end-user requirements, select and install the
appropriate sound cards Identify audio device types Given a scenario with system specifications and end-user requirements, select and install
appropriate audio devices
3.14 Cooling 1.0 Basic Hardware Components
Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types
View BIOS/UEFI settings for basic hardware components
4.0 Peripheral Devices
4.1 Peripheral Devices
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4.2 USB 4.0 External Devices
Identify external device components, features, connectors and cables Connect external devices using the appropriate connectors and cables
7.0 Printing
Identify printer types and connectors
4.3 IEEE 1394 (FireWire) 4.0 External Devices
Identify external device components, features, connectors and cables Connect external devices using the appropriate connectors and cables
4.4 Display Devices 2.0 Video
Identify display device types. Given a scenario with system specifications and end-user requirements, select and install
appropriate display devices Configure display and video adapter settings
4.0 External Devices
Install drivers for external devices
4.5 Video Troubleshooting 1.0 Basic Hardware Components
Troubleshoot basic hardware components and resolve issues
2.0 Video
Configure display and video adapter settings
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
4.6 Device Driver Management 4.0 External Devices
Install drivers for external devices Manage device driver updates, roll back drivers, and enable or disable devices
9.0 System Management
Configure Windows Update settings Configure User Access Control (UAC) settings in Windows
4.7 Device Driver Troubleshooting
9.0 System Management
Manage device driver updates, roll back drivers, and enable or disable devices
5.0 Storage
5.1 Storage Devices 5.0 Storage
Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions
5.2 SATA 5.0 Storage
Identify storage device components, features, connectors, and cables
5.3 Optical Media 5.0 Storage
Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions
5.4 RAID 5.0 Storage
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Configure common RAID arrays
5.5 File Systems 5.0 Storage
Manage the file system type on an existing drive by converting a file system type or reformatting a partition
5.6 File System Creation 5.0 Storage
Add space to an existing volume. Manage the file system type on an existing drive by converting a file system type or reformatting
a partition.
5.7 Storage Management 5.0 Storage
Add space to an existing volume
5.8 Storage Spaces 5.0 Storage
Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions
5.9 Disk Optimization 11.0 Storage
Schedule and run Disk Cleanup and Disk Defragmentation in Windows
5.10 Storage Troubleshooting 5.0 Storage
Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions
Configure BIOS/UEFI settings for hard disks
6.0 Networking
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6.1 Networking Overview 6.0 Networking
Understand the function of different network devices
6.2 Network Hardware 6.0 Networking
Identify Ethernet wired and wireless network adapter components, features, and connectors
6.3 Networking Media 6.0 Networking
Identify Ethernet wired network cable features and connectors Given a scenario with specifications and networking requirements, select and install the
necessary Ethernet adapters, access points, or cables
6.4 Ethernet 6.0 Networking
Identify Ethernet wired network cable features and connectors Identify common network connectivity devices and their roles Understand the function of different network devices Given a scenario with specifications and networking requirements, select and install the
necessary Ethernet adapters, access points, or cables
6.5 IP Networking 6.0 Networking
Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless network connection
6.6 IP Configuration 6.0 Networking
Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless network connection
Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.
Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and connectivity problems
6.7 IP version 6 6.0 Networking
Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless network connection
6.8 802.11 Wireless 6.0 Networking
Identify Ethernet wireless access point components, features, connectors, and cables Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless
network connection
6.9 Infared, Bluetooth, and NFC 6.0 Networking
Identify common network connectivity devices and their roles
6.10 Internet Connectivity 6.0 Networking
Identify common network connectivity devices and their roles
6.11 SOHO Configuration 6.0 Networking
Understand the function of different network devices Given a scenario with specifications and networking requirements, select and install the
necessary Ethernet adapters, access points, or cables Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless
network connection
6.12 Network Utilities 6.0 Networking
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Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and connectivity problems
6.13 HomeGroup Networking
6.14 Network Troubleshooting 6.0 Networking
Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and connectivity problems
7.0 Printing
7.1 Printers 7.0 Printers
Identify printer types and connectors
7.2 Printer Configuration 7.0 Printers
Given a scenario with system specifications and end-user requirements, select and install the appropriate printer
Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler, and print a test page
Connect and configure a network printer
7.3 Network Printing 7.0 Printers
Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler, and print a test page
Connect and configure a network printer
7.4 Printing Management 7.0 Printers
Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler, and print a test page
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Connect and configure a network printer
7.5 Printer Maintenance
7.6 Printer Troubleshooting 7.0 Printers
Given a scenario with system specifications and end-user requirements, select and install the appropriate printer
Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler, and print a test page
Connect and configure a network printer
8.0 Mobile Devices
8.1 Notebook Computers 8.0 Mobile Devices
Identify notebook computer types, features, and special keys
8.2 Notebook Components 8.0 Mobile Devices
Install and configure basic hardware components on notebook computers
8.3 Notebook Power Management
8.0 Mobile Devices
Install and configure basic hardware components on notebook computers Maintain notebook computers and troubleshoot common issues
8.4 Notebook Troubleshooting 8.0 Mobile Devices
Maintain notebook computers and troubleshoot common issues
8.5 Mobile Devices 8.0 Mobile Devices
Identify and configure mobile device features and accessories
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8.6 Mobile Device Networking 8.0 Mobile Devices
Configure mobile device connection, data synchronization, email, and security settings
8.7 Mobile Device Security 8.0 Mobile Devices
Configure mobile device connection, data synchronization, email, and security settings
8.8 Mobile Device Troubleshooting
8.0 Mobile Devices
Maintain mobile devices and troubleshoot common issues
9.0 System Management
9.1 Windows System Tools 9.0 System Management
Troubleshoot common Windows operating system and software issues
9.2 Preferences and Settings 10.0 Security
Configure a screen saver and require a password to unlock a Windows workstation
9.3 Performance Monitoring 9.0 System Management
Troubleshoot common Windows operating system and software issues
9.4 Users and Groups 9.0 System Management
Configure local users and groups for a Windows system Configure User Access Control (UAC) settings in Windows
9.5 Remote Services 9.0 System Management
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Configure local users and groups for a Windows system
10.0 Security
Configure the basic Windows Firewall
9.6 Windows Application Management
9.0 System Management
Configure local users and groups for a Windows system Troubleshoot common Windows operating system and software issues
9.7 Linux Application Management
9.8 Digital Content Management
9.9 Updates 9.0 System Management
Configure Windows Update settings Manage device driver updates, roll back drivers, and enable or disable devices
9.10 System Backup 9.0 System Management
Use Windows Backup and Restore to configure a full system or file backup schedule Troubleshoot common Windows operating system and software issues
9.11 System Protection 9.0 System Management
Enable system restore and configure a restore point Troubleshoot common Windows operating system and software issues
9.12 System Recovery 9.0 System Management
Enable system restore and configure a restore point Use Windows Backup to configure a full system or file backup schedule
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Troubleshoot common Windows operating system and software issues
9.13 Virtual Memory 9.0 System Management
Troubleshoot common Windows operating system and software issues
9.14 Operating System Troubleshooting
9.0 System Management
Troubleshoot common Windows operating system and software issues
9.15 Windows Boot Errors 9.0 System Management
Troubleshoot common Windows operating system and software issues
10.0 System Implementation
10.1 Component Selection 9.0 System Management
Troubleshoot common Windows operating system and software issues
10.2 Windows Pre-Installation 9.0 System Management
Troubleshoot common Windows operating system and software issues
10.3 Windows Installation 9.0 System Management
Troubleshoot common Windows operating system and software issues
10.4 Post Installation 9.0 System Management
Troubleshoot common Windows operating system and software issues
10.5 Virtuatlization
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11.0 File Management
11.1 Windows File Locations
11.2 Managing Files on Windows
11.3 NTFS Permissions
11.4 Shared Folders
11.5 Linux File Management
12.0 Security
12.1 Best Practices 10.0 Security
Configure password and account lockout settings in a local security policy
12.2 Incident Response
12.3 Physical Security 10.0 Security
Configure a screen saver and require a password to unlock a Windows workstation
12.4 Social Engineering
12.5 BIOS/UEFI Security 10.0 Security
Configure BIOS/UEFI security settings
12.6 Malware Protection
12.7 Authentication 10.0 Security
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Configure password and account lockout settings in a local security policy
12.8 File Encryption 10.0 Security
Encrypt files and folders
12.9 Network Security 6.0 Networking
Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless network connection
Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and connectivity problems
10.0 Security
Configure password and account lockout settings in a local security policy Configure a screen saver and require a password to unlock a Windows workstation
12.10 Firewalls 10.0 Security
Configure the basic Windows Firewall
12.11 Proxy Servers
12.12 VPN
12.13 Security Troubleshooting
13.0 Capstone Exercises
13.1 Build a Computer From Scratch
13.2 Troubleshoot a Malfunctioning Computer
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13.3 Troubleshoot System Startup
13.4 Create a Home Office Network
13.5 Configure the Windows Operating System
13.6 Troubleshoot a Mobile Device
13.7 Configure Linux
13.8 Lab Sandbox
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Objective Mapping: TestOut PC Pro Objective to LabSim Section Exam Objective Module.Section
1 Basic Hardware Components
Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types.
Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards.
View BIOS/UEFI settings for basic hardware components. Configure the settings of basic hardware components. Troubleshoot basic hardware components and resolve issues.
3.1, 3.2, 3.3, 3.4, 3.5, 3.6, 3.7, 3.8
3.10, 3.11
2 Video
Identify video adapter components, features, connectors, and cables. Given a scenario with system specifications and end-user requirements, select and install the appropriate video adapters. Identify display device types. Given a scenario with system specifications and end-user requirements, select and install appropriate display devices. Configure display and video adapter settings.
3.12 4.4, 4.5
3 Audio
Identify sound card components, features, connectors, and cables. Given a scenario with system specifications and end-user requirements, select and install the appropriate sound cards. Identify audio device types. Given a scenario with system specifications and end-user requirements, select and install appropriate audio devices. Manage sound card and audio device settings.
3.13
4 External Devices
Identify external device component, features, connectors and cables. Connect external devices using the appropriate connectors and cables. Manage device driver updates, roll back drivers, and enable or disable devices. Install drivers for external devices.
4.1, 4.2, 4.3 4.6, 4.7
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Prepare devices for safe removal.
5 Storage
Identify storage device components, features, connectors, and cables. Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions. Configure BIOS/UEFI settings for hard disks. Configure common RAID arrays. Install and configure a new storage device with volumes, partitions, a drive letter, and format it with an appropriate file
system. Add space to an existing volume. Manage the file system type on an existing drive by converting a file system type or reformatting a partition. Schedule and run Disk Cleanup and Disk Defragmentation in Windows.
5.1, 5.2, 5.3, 5.4 5.5, 5.6, 5.7, 5.8
6 Networking
Identify Ethernet wired and wireless network adapter components, features, and connectors. Identify Ethernet wired network cable features and connectors. Identify Ethernet wireless access point components, features, connectors, and cables. Identify common network connectivity devices and their roles. Understand the function of different network devices. Given a scenario with specifications and networking requirements, select and install the necessary Ethernet adapters,
access points, or cables. Given basic IPv4/IPv6 configuration settings or a network diagram, configure a wired or wireless network connection. Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and
connectivity problems.
6.1, 6.2, 6.3, 6.4 6.5, 6.6, 6.8, 6.9 6.10, 6.11, 6.12
7 Printing
Identify printer types and connectors. Given a scenario with system specifications and end-user requirements, select and install the appropriate printer. Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler,
and print a test page. Connect and configure a network printer.
7.1, 7.2, 7.3, 7.4 7.6
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8 Mobile Devices
Identify notebook computer types, features, and special keys. Install and configure basic hardware components on notebook computers. Maintain notebook computers and troubleshoot common issues. Identify and configure mobile device features and accessories. Configure mobile device connection, data synchronization, email, and security settings. Maintain mobile devices and troubleshoot common issues.
8.1, 8.2, 8.3 8.5, 8.6, 8.7, 8.8
9 System Management
Use Windows Backup to configure a full system or file backup schedule. Enable system restore and configure a restore point. Configure Windows Update settings. Configure local users and groups for a Windows system. Configure User Access Control (UAC) settings in Windows. Troubleshoot common Windows operating system and software issues.
9.2, 9.4, 9.5 9.9, 9.10, 9.14
10 Security
Configure BIOS/UEFI security settings. Configure password and account lockout settings in a local security policy. Configure a screen saver and require a password to unlock a Windows workstation. Configure the basic Windows Firewall. Encrypt files and folders.
12.1, 12.3, 12.5 12.7, 12.8, 12.10
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Objective Mapping: LabSim Section to CompTIA 220-901 and 220-902 Objectives Section Title Objectives for CompTIA A+ 220-901 Objectives for CompTIA A+ 220-902
1.0 Computing Overview
1.1 Course Introduction
1.2 Using the Simulator
1.3 Hardware Basics
1.4 Install and configure PC expansion cards
Network cards Thunderbolt cards Riser cards
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Digital (Optical connector) o Thunderbolt
1.8 Install a power supply based on given specifications.
Connector types and their voltages o 20-pin o 24-pin
Specifications o Wattage o Size o Number of connectors o ATX o Micro-ATX o Dual voltage options
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1.11 Identify common PC connector types and associated cables.
USB A to USB B USB to Ethernet Thunderbolt to DVI
1.12 Install and configure common peripheral devices
Input devices o Digital Cameras o Microphone o Webcam o Camcorder
Output devices o Speakers
3.1 Install and configure laptop hardware and components.
Expansion options o Ports/adapters
Thunderbolt
1.4 Windows Basics
1.8 Install a power supply based on given specifications.
Connector types and their voltages o SATA o PCIe 6/8-pin
1.5 Linux Basics
1.6 Mac OS Basics
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Tools o Force quit
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Features o Multiple desktops/Mission Control o Key Chain o Spot Light o Gestures o Finder o Remote Disc o Dock o Boot Camp
2.0 PC Technician
2.1 Protection and Safety
5.1 Given a scenario, use appropriate safety procedures.
Equipment grounding Proper component handling and storage
o Antistatic bags o ESD straps o ESD mats o Self-grounding
Toxic waste handling o Batteries o Toner o CRT
Personal safety o Disconnect power before repairing PC o Remove jewelry o Lifting techniques o Weight limitations o Electrical fire safety o Cable management o Safety goggles o Air filter mask
Compliance with local government regulations
5.2 Given a scenario with potential environmental impacts, apply the appropriate controls.
MSDS documentations for handling and disposal
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Temperature, humidity level awareness and proper ventilation
Protection from airborne particles o Enclosures o Air filters/Mask
Compliance to local government regulations
2.2 Professional-ism
5.4 Demonstrate proper communication techniques and professionalism.
Use proper language - avoid jargon, acronyms, slang when applicable
Maintain a positive attitude / Project confidence Actively listen (taking notes) and avoid interrupting
the customer Be culturally sensitive
o Use appropriate professional titles, when applicable
Be on time (if late contact the customer) Avoid distractions
o Personal calls o Texting / Social media sites o Talking to co-workers while interacting
with customers o Personal interruptions
Dealing with difficult customer or situation o Do not argue with customers and/or be
defensive o Avoid dismissing customer problems o Avoid being judgmental o Clarify customer statements (ask open
questions to arrow the scope of the problem, restate the issue or question to verify understanding)
o Do not disclose experiences via social media outlets
Set and meet expectations/timeline and communicate status with customer
o Offer different repair/replacement options if applicable
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o Provide proper documentation on the services provided
o Follow up with the customer/user at a later date to verify satisfaction
Deal appropriately with customers confidential and private materials
o Located on a computer, desktop, printer, etc
2.3 PC Tools 2.9 Given a scenario, use appropriate networking tools.
Multimeter Cable tester Loopback plug Punchdown tool
4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Tools o Multimeter o Power supply tester o Loopback plugs
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Tools o Screwdriver
4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Hardware tools o Cable tester o Loopback plug o Punch down tools
o
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2.4 PC Maintenance
5.2 Given a scenario with potential environmental impacts, apply the appropriate controls.
Power surges, brownouts, blackouts o Battery backup o Surge suppressor
Dust and debris o Compressed air o Vacuums
2.5 Troublesho-oting Overview
5.5 Given a scenario, explain the troubleshooting theory.
Always consider corporate policies, procedures and impacts before implementing changes.
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)
o If necessary, conduct external or internal research based on symptoms
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 preventive measures Document findings, actions and outcomes
System Compone-nts
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3.1 Cases and Form Factors
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
Monitoring o Temperature monitoring
1.2 Explain the importance of motherboard components, their purpose, and properties.
Sizes o ATX o Micro-ATX o Mini-ITX o ITX
o
3.2 Power Supplies
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
BIOS configurations o Date/time
1.6 Install various types of CPUs and apply the appropriate cooling methods.
Characteristics o Speeds o Cores o Cache size/type o Hyperthreading o Architecture
1.8 Install a power supply based on given specifications.
Connector types and their voltages o Molex
Specifications o Dual rail
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Spontaneous shutdown/restart
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4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Common symptoms o Unexpected shutdowns o Loud noise o Fans spin - no power to other
devices
3.3 Mother-boards and Buses
1.2 Explain the importance of motherboard components, their purpose, and properties.
RAM slots CPU sockets Chipsets
o North Bridge o South Bridge
CMOS battery Power connections and types Fan connectors Front/Top panel connectors
o USB o Audio o Power button o Power light o Drive activity lights o Reset button
Bus speeds
1.6 Install various types of CPUs and apply the appropriate cooling methods.
Cooling o Heat sink o Fans o Thermal paste o Liquid-based o Fanless/passive
o
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3.4 Motherboard Trouble-shooting
4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Common symptoms o Black screen on bootup o BIOS time and setting resets o Attempts to boot to incorrect
device o Continuous reboots o No power o Overheating o Intermittent device failure o Smoke o Burning smell
o
3.5 Processors 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
BIOS component information o CPU
BIOS configurations o Clock speeds
1.3 Compare and contrast various RAM types and their features.
Types o DDR o DDR2 o DDR3 o SODIMM
1.6 Install various types of CPUs and apply the appropriate cooling methods.
Socket types o Intel: 775, 1155, 1156, 1366,
1150, 2011 o AMD: AM3, AM3+, FM1, FM2,
FM2+
o
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Characteristics o Virtualization support
3.6 Processor Trouble-shooting
4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Common symptoms o System lockups o POST code beeps
o
3.7 Memory 1.3 Compare and contrast various RAM types and their features.
Types o ECC vs. non-ECC o RAM configurations
Single channel vs. dual channel vs. triple channel
o Buffered vs. unbuffered
o
3.8 Memory Installation
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
Monitoring o Fan speeds o Voltage
1.3 Compare and contrast various RAM types and their features.
Types o Parity vs. non-parity o Single sided vs. double sided
o
3.9 Memory Trouble-shooting
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
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Firmware upgrades - flash BIOS Built-in diagnostics
3.10 BIOS/UEFI 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
BIOS component information o RAM
BIOS configuration o Boot sequence o Enabling and disabling devices
Monitoring o Clock o Bus speed
1.3 Compare and contrast various RAM types and their features.
RAM compatibility
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Tools o BIOS/UEFI
3.11 Expansion Cards
1.2 Explain the importance of motherboard components, their purpose, and properties.
Expansion slots o PCI o PCI-X o PCIe o miniPCI
1.4 Install and configure PC expansion cards
USB cards Storage cards Modem cards
3.12 Video 1.4 Install and configure PC expansion cards
TV tuner cards
o
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Video capture cards
1.6 Install various types of CPUs and apply the appropriate cooling methods.
Characteristics o Integrated GPU
3.13 Audio 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
BIOS component information o Hard drive o Optical drive
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Physical connections o Other connector types
Audio Analog Digital (Optical connector) Characteristics
o Analog o Digital
1.11 Identify common PC connector types and associated cables.
Device cables and connectors o Audio
1.12 Install and configure common peripheral devices
Input & output devices o MIDI enabled devices
o
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3.14 Cooling
4.0 Peripheral Devices
4.1 Peripheral Devices
1.4 Install and configure PC expansion cards
Video cards
1.11 Identify common PC connector types and associated cables.
Device cables and connectors o PS/2
Adapters and convertors o PS/2 to USB
1.12 Install and configure common peripheral devices.
Input devices o Mouse o Keyboard o Scanner o Barcode reader o Biometric devices o Game pads o Joysticks o Digitizer o Motion sensor o Touch pads o Smart card readers
Output devices Input & output devices
o KVM o Smart TV o Set-Top Box
o
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4.2 USB 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Physical connections o USB 1.1 vs. 2.0 vs. 3.0
Connector types: A, B, mini, micro
1.11 Identify common PC connector types and associated cables.
Device cables and connectors o USB
o
4.3 IEEE 1394 (FireWire)
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Physical connections o FireWire 400 vs. FireWire 800
1.11 Identify common PC connector types and associated cables.
Device cables and connectors o FireWire (IEEE1394)
o
4.4 Display Devices
1.4 Install and configure PC expansion cards
Sound cards
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Physical connections o Other connector types
VGA HDMI DVI
1.5 Given a scenario, use Windows Control Panel utilities.
Display/Display settings o Resolution o Color depth o Refresh rate
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1.10 Compare and contrast types of display devices and their features.
Types o LCD
TN vs. IPS Fluorescent vs. LED
backlighting o Plasma o Projector o OLED
Refresh/ frame rates Resolution Native resolution Brightness/lumens Analog vs. digital Privacy/antiglare filters Multiple displays Aspect ratios
o 16:9 o 16:10 o 4:3
1.11 Identify common PC connector types and associated cables.
Display connector types o DVI-D o DVI-I o DVI-A o Display Port o RCA o HD15 (i.e. DE15 or DB15) o miniHDMI o miniDin-6
Display cable types o HDMI o DVI o VGA o Component o Composite o Coaxial
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Adapters and convertors o DVI to HDMI o DVI to VGA o HDMI to VGA
1.12 Install and configure common peripheral devices.
Output devices o Display devices
3.1 Install and configure laptop hardware and components.
Expansion options o Ports/Adapters
DisplayPort
3.2 Explain the function of components within the display of a laptop.
Types o LCD
TN vs. IPS Fluorescent vs. LED
backlighting o OLED
4.5 Video Troubles-hooting
1.8 Install a power supply based on given specifications.
Connector types and their voltages o 4/8-pin 12v
4.3 Given a scenario, troubleshoot common video, projector and display issues.
Common symptoms o VGA mode
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Multiple monitor misalignment/orientation
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o No image on screen o Overheat shutdown o Dead pixels o Artifacts o Color patterns incorrect o Dim image o Flickering image o Distorted image o Distorted geometry o Burn-in o Oversized images and icons
4.6 Device Driver Management
1.4 Install and configure PC expansion cards
FireWire cards
1.5 Install and configure storage devices and use appropriate media.
Hot swappable drives
4.7 Device Driver Trouble-shooting
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Boots to safe mode
Tools o Safe mode
5.0 Storage
5.1 Storage Devices
1.5 Install and configure storage devices and use appropriate media.
Magnetic hard disk drives o 5400 rpm o 7200 rpm
o
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o 10,000 rpm Solid state/flash drives
o Compact flash o SD o Micro-SD o xD o SSD o Hybrid o eMMC
Tape drive
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Tools o External enclosures
5.2 SATA 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Physical connections o SATA1 vs. SATA2 vs. SATA3,
eSATA
1.11 Identify common PC connector types and associated cables.
Device cables and connectors o SATA o eSATA
5.3 Optical Media 1.5 Install and configure storage devices and use appropriate media.
Optical drives o CD-ROM/ CD-RW o DVD-ROM / DVD-RW / DVD-
RW DL o Blu-Ray
o
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o BD-R o BD-RE
Media capacity o CD o CD-RW o DVD-RW o DVD o Blu-Ray o Tape o DVD DL
5.4 RAID 1.5 Install and configure storage devices and use appropriate media.
RAID types o 0 o 1 o 5 o 10
o
5.5 File Systems 4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Tools o FORMAT o Diskpart
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
Type of installations o Multiboot
Partitioning o Dynamic o Basic o Primary o Extended o Logical o GPT
File system types/formatting o ExFAT o FAT32 o NTFS
Properly formatted boot drive with the correct partitions/format
1.3 Given a scenario, apply the appropriate Microsoft command line tools.
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FORMAT DISKPART
5.6 File System Creation
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
File system types/formatting o Quick format vs. full format
5.7 Storage Management
5.8 Storage Spaces
5.9 Disk Optimization
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Tools o CHKDSK o Defragmentation tool
1.3 Given a scenario, apply appropriate Microsoft command line tools
CHKDSK
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
System utilities o DEFRAG
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices o Scheduled disk maintenance
Tools o Disk maintenance utilities
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices
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o Scheduled disk maintenance Tools
o Disk maintenance utilities
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Tools o DEFRAG
5.10 Storage Trouble-shooting
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Common symptoms o Slow performance o Loud clicking noise o Failure to boot o Drive not recognized o OS not found o RAID not found o RAID stops working
Tools o Bootrec
1.3 Given a scenario, apply appropriate Microsoft command line tools.
BOOTREC
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Tools o Repair disks
6.0 Networking
6.1 Networking Overview
6.2 Network Hardware
2.8 Compare and contrast network architecture devices, their functions, and features.
Hub Switch Router Bridge Modem
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Network card properties o Wake-on-LAN
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Repeaters/extenders
4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Hardware tools o Wire strippers o Crimper
2.4 Summarize the properties and purpose of services provided by networked hosts.
Server roles o Web server o File server o Printer server o DHCP server o DNS server
6.3 Networking Media
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Digital (Optical connector) o RJ-45 o RJ-11
1.11 Identify common PC connector types and associated cables.
Display connector types o BNC
2.1 Identify the various types of network cables and connectors.
Fiber o Connectors: SC, ST and LC
Twisted pair o Connectors: RJ-11, RJ-45 o Wiring standards: T568A, T568B
Coaxial o Connectors: BNC, F-connector
2.2 Compare and contrast the characteristics of connectors and cabling.
Fiber
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Establish networking connections o Wired
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o Types (single-mode vs. multi-mode)
o Speed and transmission limitations
Twisted pair o Types: STP, UTP, CAT3, CAT5,
CAT5e, CAT6, CAT7, plenum, PVC
o Speed and transmission limitations
o Splitters and effects on signal quality
Coaxial o Types: RG-6, RG- 59 o Speed and transmission
limitations o Splitters and effects on signal
quality
2.9 Given a scenario, use appropriate networking tools.
Crimper Cable stripper
6.4 Ethernet 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Characteristics o Distance limitations o Data transfer speeds o Quality
2.8 Compare and contrast network architecture devices, their functions, and features.
Patch panel Ethernet over Power Power over Ethernet injector
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6.5 IP Networking 2.3 Explain the properties and characteristics of TCP/IP.
Subnet mask vs. CIDR
2.4 Explain common TCP and UDP ports, protocols, and their purpose.
Ports o 21 - FTP o 22 - SSH o 23 - TELNET o 25 - SMTP o 53 - DNS o 80 - HTTP o 110 - POP3 o 143 - IMAP o 443 - HTTPS o 3389 - RDP o 137-139, 445 - SMB o 548 OR 427 - AFP
Protocols o DHCP o DNS o LDAP o SNMP o SMB o CIFS o SSH o AFP
TCP vs. UDP
6.6 IP Configur-ation
2.3 Explain the properties and characteristics of TCP/IP.
Public vs. private vs. APIPA/link local Static vs. dynamic Client-side DNS settings Client-side DHCP Gateway
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Configuring an alternative IP address in Windows o IP addressing o Subnet mask o DNS o Gateway
Network card properties
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o Half duplex/full duplex/auto o Speed o QoS o BIOS (on-board NIC)
6.7 IP version 6 2.3 Explain the properties and characteristics of TCP/IP.
IPv4 vs. IPv6
2.4 Summarize the properties and purpose of services provided by networked hosts.
Legacy / embedded systems
6.8 802.11 Wireless
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Characteristics o Frequencies
2.5 Compare and contrast various Wi-Fi networking standards and encryption types.
Standards o 802.11 a/b/g/n/ac o Speeds, distances and
frequencies Encryption types
o WEP, WPA, WPA2, TKIP, AES
2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.
Channels
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Establish networking connections o Wireless
2.4 Summarize the properties and purpose of services provided by networked hosts.
Server roles o Authentication server
6.9 Infared, Bluetooth, and NFC
2.6 Install and configure basic mobile device network connectivity and email.
Bluetooth
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o Enable Bluetooth o Enable pairing o Find device for pairing o Enter appropriate pin code o Test connectivity
6.10 Internet Connectivity
1.4 Install and configure PC expansion cards
Wireless/cellular cards
2.7 Compare and contrast Internet connection types, network types, and their features.
Internet Connection Types o Cable o DSL o Dial-up o Satellite o ISDN o Cellular
Tethering Mobile hotspot
o Line of sight wireless internet service
Network Types o LAN o WAN o PAN o MAN
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Establish networking connections o Dialups o WWAN (Cellular)
2.6 Install and configure basic mobile device network connectivity and email.
Wireless / cellular data network (enable/disable) o Hotspot o Tethering
Corporate and ISP email configuration
6.11 SOHO Configur-ation
2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings
DHCP (on/off) DMZ NAT / DNAT Basic QoS Firmware
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Home vs. Work vs. Public network settings
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UPnP
2.7 Compare and contrast Internet connection types, network types, and their features.
Internet Connection Types o Fiber
2.8 Compare and contrast network architecture devices, their functions, and features.
Access point
6.12 Network Utilities
4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Command line tools o PING o IPCONFIG/IFCONFIG o TRACERT o NETSTAT o NBTSTAT o NETDOM o NSLOOKUP
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Basic Linux commands o iwconfig/ifconfig
6.13 HomeGroup Networking
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
HomeGroup vs. WorkGroup Domain setup
6.14 Network Troubles-hooting
2.9 Given a scenario, use appropriate networking tools.
Tone generator & probe
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Tools
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Wi-Fi analyzer
4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Common symptoms o No connectivity o APIPA/link local address o Limited connectivity o Local connectivity o Intermittent connectivity o IP conflict o Slow transfer speeds o Low RF signal o SSID not found
Hardware tools o Tone generator and probe o Wireless locator
o Wi-Fi analyzer
7.0 Printing
7.1 Printers 1.12 Install and configure common peripheral devices.
Output devices o Printers
1.13 Install SOHO multifunction device / printers and configure appropriate settings.
Device sharing o Wired
Serial
1.14 Compare and contrast differences between the various print technologies and the associated imaging process.
Laser
o
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o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly
o Imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning
Inkjet o Ink cartridge, print head, roller,
feeder, duplexing assembly, carriage and belt
Thermal o Feed assembly, heating element o Special thermal paper
Impact o Print head, ribbon, tractor feed o Impact paper
7.2 Printer Configur-ation
1.13 Install SOHO multifunction device / printers and configure appropriate settings.
Use appropriate drivers for a given operating system
o Configuration settings Duplex Collate Orientation Quality
Device sharing o Wired
USB
1.14 Compare and contrast differences between the various print technologies and the associated imaging process.
Virtual o Print to file o Print to PDF o Print to XPS o Print to image
o
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7.3 Network Printing
1.13 Install SOHO multifunction device / printers and configure appropriate settings.
Device sharing o Wired
Ethernet o Wireless
Bluetooth 802.11 (a,b,g,n,ac) Infrastructure vs. adhoc
o Integrated print server (hardware)
o Cloud printing/remote printing Public/shared devices
o Sharing local/networked device via Operating System settings
TCP/Bonjour/AirPrint o Data privacy
User authentication on the device
Hard drive caching
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Printer sharing vs. networking printer mapping
2.6 Install and configure basic mobile device network connectivity and email.
VPN
7.4 Printing Management
7.5 Printer Maintenance
1.14 Compare and contrast differences between the various print technologies and the associated imaging process.
Inkjet o Calibration
1.15 Given a scenario, perform appropriate printer maintenance.
Laser o Replacing toner, applying
maintenance kit, calibration, cleaning
Thermal
o
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o Replace paper, clean heating element, remove debris
Impact o Replace ribbon, replace print
head, replace paper Inkjet
o Clean heads, replace cartridges, calibration, clear jams
4.6 Given a scenario, troubleshoot printers with appropriate tools.
Tools o Maintenance kit o Compressed air
7.6 Printer Trouble-shooting
4.6 Given a scenario, troubleshoot printers with appropriate tools.
Common symptoms o Steaks o Faded prints o Ghost images o Toner not fused to the paper o Creased paper o Paper not feeding o Paper jam o No connectivity o Garbled characters on paper o Vertical lines on page o Backed up print queue o Low memory errors o Access denied o Printer will not print o Color prints in wrong print color o Unable to install printer o Error codes o Printing blank pages o No image on printer display
Tools o Toner vacuum o Printer spooler
o
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8.0 Mobile Devices
8.1 Notebook Computers
1.12 Install and configure common peripheral devices.
Input & Output devices o Touch screen
3.1 Install and configure laptop hardware and components.
Expansion options o Express card /34 o Express card /54 o SODIMM o Flash o Port/Adapters
USB to RJ-45 dongle USB to Wi-Fi dongle USB to Bluetooth USB Optical Drive
Hardware/device replacement o DC jack o Speaker
3.2 Explain the function of components within the display of a laptop.
Webcam Microphone
3.3 Given a scenario, use appropriate laptop features.
Special function keys o Dual displays o Wireless (on/off) o Cellular (on/off) o Volume settings o Screen brightness
2.6 Install and configure basic mobile device network connectivity and email.
Wireless / cellular data network (enable/disable) o Airplane mode
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o Bluetooth (on/off) o Keyboard backlight o Touch pad (on/off) o Screen orientation o Media options (fast
forward/rewind) o GPS (on/off) o Airplane mode
Docking station Physical laptop lock and cable lock Rotating / removable screens
8.2 Notebook Components
3.1 Install and configure laptop hardware and components.
Hardware/device replacement o Keyboard o Hard drive
SSD vs. Hybrid vs. Magnetic disk
1.8in vs. 2.5in o Memory o Optical drive o Wireless card o Mini-PCIe o Screen o Touchpad o Plastics/frames o System board o CPU
3.2 Explain the function of components within the display of a laptop.
Wi-Fi antenna connector/placement Inverter
4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
o
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Disassembling processes for proper re-assembly
o Document and label cable and screw locations
o Organize parts o Refer to manufacturer resources o Use appropriate hand tools
8.3 Notebook Power Management
3.1 Install and configure laptop hardware and components.
Hardware/device replacement o Battery
1.5 Given a scenario, use Windows Control Panel utilities.
Power options o Hibernate o Sleep/suspend o Standby
8.4 Notebook Trouble-shooting
3.2 Explain the function of components within the display of a laptop.
Digitizer
4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
No display Flickering display Sticking keys Battery not charging Ghost cursor/pointer drift No power Num lock indicator lights
4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot broadcast to external monitor o Touchscreen non-responsive o Extremely short battery life o Inaccurate touch screen response
8.5 Mobile Devices
3.4 Explain the characteristics of various types of other mobile devices.
Tablets Smart phones Wearable technology devices
o Smart watches o Fitness monitors
2.5 Identify basic features of mobile operating systems.
Android vs. iOS vs. Windows o Open source vs. closed source/vendor
specific o App source (play store, app store and
store)
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o Glasses and headsets Phablets e-Readers Smart camera GPS
3.5 Compare and contrast accessories & ports of other mobile devices.
Connection types o Bluetooth
Accessories o Headsets o Speakers o Game pads o Docking stations o Extra battery packs/battery
chargers o Protective covers / water
proofing o Credit card readers o Memory/MicroSD
o Screen orientation (accelerometer/gyroscope)
o Screen calibration o GPS and geotracking o Wi-Fi calling o Launcher/GUI o Virtual assistant o SDK/APK o Emergency notification o Mobile payment service
2.6 Install and configure basic mobile device network connectivity and email.
PRI updates/PRL updates/Baseband updates Radio firmware IMEI vs. IMSI
8.6 Mobile Device Networking
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Wireless connections o Bluetooth o RF o IR o NFC
3.5 Compare and contrast accessories & ports of other mobile devices.
Connection types o NFC o Proprietary vendor specific ports
(communication/power) o microUSB/miniUSB o Lightning
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Features o Spot Light
2.6 Install and configure basic mobile device network connectivity and email.
Corporate and ISP email configuration o POP3 o IMAP o Port and SSL settings o Exchange, S/MIME
Integrated commercial provider email configuration o Google/Inbox o Yahoo
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o IR o Hotspot/ tethering
2.7 Summarize methods and data related to mobile device synchronization.
Types of data to synchronize o Contacts o Programs o Email o Pictures o Music o Videos o Calendar o Bookmarks o Documents o Location data o Social media data o eBooks
Synchronization methods o Synchronize to the Cloud o Synchronize to the Desktop
Mutual authentication for multiple services (SSO) Software requirements to install the application on
the PC Connection types to enable synchronization
8.7 Mobile Device Security
3.5 Compare and contrast various methods for securing mobile devices.
Screen locks o Fingerprint lock o Face lock o Swipe lock o Passcode lock
Remote wipes Locator applications Remote backup applications Failed login attempts restrictions Antivirus/Antimalware Patching/OS updates Biometric authentication Full device encryption Multifactor authentication Authenticator applications
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Trusted sources vs. untrusted sources Firewalls Policies and procedures
o BYOD vs. corporate owned o Profile security requirements
4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
Tools o Hard reset o Reset to factory default
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Common symptoms o Unintended Wi-Fi connection o Unintended Bluetooth pairing
Tools o Factory reset/Clean install o Backup/restore
iTunes/iCloud/Apple Configurator
Google sync
8.8 Mobile Device Trouble-shooting
4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot display to external
monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email
4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
Common symptoms o Apps not loading o Slow performance o Unable to decrypt email o Overheating o Frozen system o No sound from speakers o System lockout
Tools o Soft reset o Close running applications o Adjust configurations/settings
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o Extremely short battery life o Overheating o Frozen system o No sound from speakers o GPS not functioning o Swollen battery
o Uninstall/reinstall apps o Force stop
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Common symptoms o Signal drop/weak signal o Power drain o Slow data speeds o Leaked personal files/data o Data transmission overlimit o Unauthorized account access o Unauthorized root access o Unauthorized location tracking o Unauthorized camera/microphone
activation o High resource utilization
Tools o App scanner o Uninstall/reinstall apps o Force stop o Cell tower analyzer
9.0 System Manage-ment
9.1 Windows System Tools
9.2 Preferences and Settings
9.3 Performance Monitoring
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Common symptoms o Read/write failure
o
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9.4 Users and Groups
1.5 Given a scenario, use Windows Control Panel Utilities.
User accounts
2.6 Install and configure basic mobile device network connectivity and email.
Integrated commercial provider email configuration o Outlook.com o iCloud
3.3 Compare and contrast differences of basic Windows OS security settings.
User and groups o Administrator o Power user o Guest o Standard user
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Tools o Backup/restore
One Drive
9.5 Remote Services
1.5 Given a scenario, use Windows Control Panel utilities.
System o Remote settings
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices o Screen sharing
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9.6 Windows Application Management
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
Administrative o Task scheduler
1.5 Given a scenario, use Windows Control Panel utilities.
Program and features Troubleshooting
4.1 Given a scenario, troubleshooting PC operating system problems with appropriate tools.
Tools o Uninstall/reinstall/repair
9.7 Linux Application Management
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices o Patch management
Tools o Shell/Terminal
Basic Linux commands o ps o apt-get
4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Tools o Terminal
9.8 Digital Content Management
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.
Characteristics
5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
Licensing / DRM / EULA
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o DRM o Open source vs. commercial license o Personal license vs. enterprise licenses
9.9 Updates
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
System utilities o Windows Update
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices o Windows updates o Patch management o Driver/firmware updates
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices o System updates/App store o Driver/firmware updates
3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.
Patch/update management
9.10 System Backup
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices o Scheduled backups
Tools o Backup o Recovery backups
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2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices o Scheduled backups
Tools o Backup/Time Machine
4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Tools o Recovery console
9.11 System Protection
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
System utilities o System restore
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Tools o System restore
9.12 System Recovery
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Tools o File recovery software
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
Type of installations o Recovery partition o Refresh/restore
Factory recovery partition
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Tools
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o System Recovery Options
9.13 Virtual Memory
9.14 Operating System Trouble-shooting
4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Common symptoms o Indicator lights o Proprietary crash screens
(BSOD/pin wheel)
4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Common symptoms o Proprietary crash screens
(BSOD/pin wheel) o S.M.A.R.T errors
1.3 Given a scenario, apply appropriate Microsoft command line tools.
SFC Commands available with standard privileges vs.
administrative privileges.
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
System utilities o SERVICES.MSC
3.3 Compare and contrast differences of basic Windows OS security settings.
Run as administrator vs. standard user
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Proprietary crash screens (BSOD/pin
wheel) o Improper shutdown o Device fails to start/detected o Missing dll message o Services fails to start o Compatibility error o Slow system performance o Missing Graphical Interface o Kernel panic o Graphical Interface fails to load
Tools
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o SFC
9.15 Windows Boot Errors
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Failure to boot o File fails to open o Missing NTLDR o Missing Boot Configuration Data o Missing operating system o Missing GRUB/LILO
10.0 System Implemen-tation
10.1 Component Selection
1.9 Given a scenario, select the appropriate components for custom PC configuration, to meet customer specifications or needs.
Graphic/ CAD / CAM design workstation o Multicore processor o High-end video o Maximum RAM
Audio/Video editing workstation o Specialized audio and video
card o Large fast hard drive o Dual monitors
Virtualization workstation o Maximum RAM and CPU cores
Gaming PC o Multicore processor o High-end video/specialized GPU o High definition sound card o High-end cooling
Home Theater PC o Surround sound audio o HDMI output
o
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o HTPC compact form factor o TV tuner
Standard thick client o Desktop applications o Meets recommended
requirements for selected OS Thin client
o Basic applications o Meets minimum requirements for
selected OS o Network connectivity
Home Server PC o Media streaming o File sharing o Print sharing o Gigabit NIC o RAID array
10.2 Windows Pre-Installation
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1).
Features o 32-bit vs. 64-bit o Aero, gadgets, user account control, bit-
locker, shadow copy, system restore, ready boost, sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view, vs. classic view.
o Side by side apps, Metro UI, Pinning, One Drive, Windows store, Multimonitor task bars, Charms, Start Screen, Power Shell, Live sign in, Action Center.
o Upgrade paths - differences between in place upgrades, compatibility tools, Windows upgrade OS advisor
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
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Type of installations o Upgrade o Clean install
1.4 Given a scenario, use appropriate Microsoft operating system features and tools.
Other o User State Migration tool (USMT) o Windows Easy Transfer o Windows Upgrade Advisor
10.3 Windows Installation
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
Boot methods o USB o CD-ROM o DVD o PXE o Solid State/flash drives o Netboot o External/hot swappable drive o Internal hard drive (partition)
Type of installations o Unattended installation o Repair installation o Remote network installation o Image deployment
Load alternate third party drivers when necessary
4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Tools o Pre-installation environments
10.4 Post Installation
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
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Workgroup vs. Domain setup Time/date/region/language settings Driver installation, software and windows updates
10.5 Virtuatliz-ation
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
BIOS configurations o Virtualization support o BIOS security (passwords, drive
encryption: TPM, lo-jack, secure boot)
2.2 Given a scenario, setup and use client-side virtualization.
Purpose of virtual machines Resource requirements Emulator requirements Security requirements Network requirements Hypervisor
2.3 Identify basic cloud concepts.
SaaS IaaS PaaS Public vs. Private vs. Hybrid vs. Community Rapid Elasticity On-demand Resource pooling Measured service
11.0 File Manage-ment
11.1 Windows File Locations
11.2 Managing Files on Windows
1.3 Given a scenario, apply appropriate Microsoft command line tools.
MD RD CD
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DEL COPY XCOPY ROBOCOPY DIR
1.5 Given a scenario, use Windows Control Panel utilities
Folder options o View hidden files o Hide extensions o General options o View options
11.3 NTFS Permissions
11.4 Shared Folders
4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Command line tools o NET
1.6 Given a scenario, install and configure Windows networking on a client/desktop
Network shares/administrative shares/mapping drives
3.3 Compare and contrast differences of basic Windows OS security settings.
NTFS vs. Share permissions o Allow vs. deny o Moving vs. copying folders and files o File attributes
Shared files and folders o Administrative shares vs. local shares o Permission propagation o Inheritance
11.5 Linux File Management
1.2 Given a scenario, install Windows PC operating systems using appropriate methods.
File system types/formatting
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o CDFS o NFS o ext3, ext4
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Tools o Restore/snapshot o Image recovery
Basic Linux commands o Is o grep o cd o shutdown o pwd vs. passwd o mv o cp o rm o chmod o chown o q o vi o dd
12.0 Security
12.1 Best Practices
3.1 Identify common security threats and vulnerabilities.
Violations of security best practices
3.2 Compare and contrast common preventive methods.
Digital security o Trusted/untrusted software sources
Principle of least privilege
3.3 Compare and contrast differences of basic Windows OS security settings.
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User authentication o Single sign-on
3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.
Password best practices o Setting strong passwords o Password expiration o Changing default user names/
passwords o Screensaver required password o Requiring passwords
Account management o Restricting user permissions o Disabling guest account
Disable autorun
5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
Follow corporate end-user policies and security best practices.
12.2 Incident Response
5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
Incident Response o First response
Identify Report through proper channels Data/device preservation
o Use of documentation/documentation changes
o Chain of custody Tracking of
evidence/documenting process
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12.3 Physical Security
3.2 Compare and contrast common prevention methods
Physical security o Lock doors o Mantrap o Cable locks o ID badges o Entry control roster
Digital security o DLP
3.6 Given a scenario, use appropriate data destruction and disposal methods.
Physical destruction o Shredder o Drill / Hammer o Electromagnetic (Degaussing) o Incineration o Certificate of destruction
Recycling or repurposing best practices o Low level format vs. standard format o Overwrite o Drive wipe
12.4 Social Engineering
3.1 Identify common security threats and vulnerabilities.
Phishing Spear phishing Spoofing Social engineering Shoulder surfing Tailgating
3.2 Compare and contrast common prevention methods
Physical security o Securing physical
documents/passwords/shredding o Privacy filters
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5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
Personally Identifiable Information
12.5 BIOS/UEFI Security
1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
Monitoring o Intrusion detection/notification
3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.
Password best practices o BIOS/UEFI passwords
12.6 Malware Protection
1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices o Antivirus/ Antimalware updates
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Best practices o Antivirus/ Antimalware updates
2.4 Summarize the properties and purpose of services provided by networked hosts.
Server roles o Mail server
3.1 Identify common security threats and vulnerabilities
Malware o Spyware o Viruses o Worms o Trojans o Rootkits o Ransomware
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Zombie/botnet Non-compliant systems
3.2 Compare and contrast common prevention methods.
Digital security o Antivirus/ Antimalware
4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Common symptoms o Pop-ups o Browser redirection o Security alerts
12.7 Authenti-cation
3.1 Install and configure laptop hardware and components
Hardware/device replacement o Smart card reader
2.1 Identify common features and functionality of the Mac OS and Linux operating systems.
Basic Linux commands o su/sudo
3.1 Identify common security threats and vulnerabilities.
Brute forcing Dictionary attacks
3.2 Compare and contrast common prevention methods.
Physical security o Biometrics o Key fobs o RFID badge o Smart card o Tokens
Digital security o User authentication/strong passwords o Multifactor authentication o Directory permissions
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3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.
Account management o Disabling guest account
12.8 File Encryption
3.3 Compare and contrast differences of basic Windows OS security settings.
System files and folders Bitlocker-To-Go EFS
3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.
Data encryption
12.9 Network Security
2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.
Port forwarding, port triggering
3.2 Compare and contrast common prevention methods.
Digital security o Disabling ports o Access control lists o Smart card o Email filtering
User Education/AUP
3.7 Given a scenario, secure SOHO wireless and wired networks.
Wireless specific o Changing default SSID o Setting encryption o Disabling SSID broadcast o Antenna and access point placement o Radio power levels o WPS
Change default user-names and passwords Enable MAC filtering Assign static IP addresses
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Content filtering / parental controls Update firmware Physical security
12.10 Firewalls 2.8 Compare and contrast network architecture devices, their functions, and features.
Firewall
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Firewall settings o Exceptions o Configuration o Enabling/disabling Windows firewall
2.4 Summarize the properties and purpose of services provided by networked hosts.
Internet appliance o UTM o IDS o IPS
3.2 Compare and contrast common prevention methods.
Digital security o Firewalls
3.7 Given a scenario, secure SOHO wireless and wired networks.
Firewall settings Port forwarding/mapping Disabling ports
12.11 Proxy Servers
1.5 Given a scenario, use Windows Control Panel utilities.
Internet options o Connections
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1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Proxy settings
2.4 Summarize the properties and purpose of services provided by networked hosts.
Server roles o Proxy server
12.12 VPN
1.6 Given a scenario, install and configure Windows networking on a client/desktop.
Establish networking connections o VPN
3.2 Compare and contrast common prevention methods.
Digital security o VPN
12.13 Security Trouble-shooting
3.1 Identify common security threats and vulnerabilities.
Zero day attack Man-in-the-middle
4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Common symptoms o Slow performance o Internet connectivity issues o PC/OS lock up o Application crash o OS updates failures o Rogue antivirus o Spam o Renamed system files
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o Files disappearing o File permission changes o Hijacked email
Responses from users regarding email
Automated replies from unknown sent email
o Access denied o Invalid certificate (trusted root CA)
Tools o Antivirus software o Antimalware software o System restore/ Snapshot o Pre-installation environments o Refresh/restore
Best practice procedure for malware removal o 1. Identify malware symptoms o 2. Quarantine infected system o 3. Disable system restore (in Windows) o 4. Remediate infected systems
a. Update antimalware software b. Scan and removal
techniques (safe mode, pre-installation environment)
o 5. Schedule scans and run updates o 6. Enable system restore and create
restore point (in Windows) o 7. Educate end user
4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Tools o Antimalware
13.0 Capstone Exercises
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13.1 Build a Computer From Scratch
13.2 Trouble-shoot a Malfunc-tioning Computer
13.3 Trouble-shoot System Startup
13.4 Create a Home Office Network
13.5 Configure the Windows Operating System
13.6 Trouble-shoot a Mobile Device
13.7 Configure Linux
13.8 Lab Sandbox
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Objective Mapping: CompTIA 220-901 Objective to LabSim Section # Exam Objective Module.Section
1.0 Hardware
1.1
Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
Firmware upgrades - flash BIOS BIOS component information
o RAM o Hard drive o Optical drive o CPU
BIOS configurations o Boot sequence o Enabling and disabling devices o Date/time o Clock speeds o Virtualization support o BIOS security (passwords, drive encryption: TPM, lo-jack)
Built-in diagnostics Monitoring Temperature monitoring Fan speeds Intrusion detection/notification Voltage Clock Bus speed
3.7, 3.10 12.5
1.2
Explain the importance of motherboard components, their purpose, and properties.
Sizes o ATX o Micro-ATX o Mini-ITX o ITX
Expansion slots o PCI o PCI-X
3.3, 3.8, 3.11
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o PCIe o miniPCI
RAM slots CPU sockets Chipsets
o North Bridge o South Bridge
CMOS battery Power connections and types Fan connectors Front/Top panel connectors
o USB o Audio o Power button o Power light o Drive activity lights o Reset button
Bus speeds
1.3
Compare and contrast various RAM types and their features.
Types o DDR o DDR2 o DDR3 o SODIMM o DIMM o Parity vs. non-parity o ECC vs. non-ECC o Single sided vs. double sided o Buffered vs. unbuffered
RAM configurations o Single channel vs. dual channel vs. triple channel
RAM compatibility
3.7, 3.8, 3.9
1.4 Install and configure expansion cards.
Sound cards Video cards
3.9, 3.10, 3.11 4.2, 4.3
5.7 6.2, 6.8
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Network cards USB cards FireWire cards Thunderbolt cards Storage cards Modem cards Wireless/cellular cards TV tuner cards Video capture cards Riser cards
1.5
Install and configure storage devices and use appropriate media.
Optical drives o CD-ROM / CD-RW o DVD-ROM / DVD-RW / DVD-RW DL o Blu-Ray o BD-R o BD-RE
Magnetic hard disk drives o 5400 rpm o 7200 rpm o 10,000 rpm
Hot swappable drives Solid state/flash drives
o Compact flash o SD o Micro-SD o Mini-SD o xD o SSD o Hybrid o eMMC
RAID types o 0 o 1 o 5 o 10
Tape drive Media capacity
o CD
4.6 5.1, 5.3, 5.4, 5.9
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o CD-RW o DVD-RW o DVD o Blu-Ray o Tape o DVD DL
1.6
Install various types of CPUs and apply the appropriate cooling methods.
Socket types o Intel: 775, 1155, 1156, 1366, 1150, 2011 o AMD: AM3, AM3+, FM1, FM2, FM2+
Characteristics o Speeds o Cores o Cache size/type o Hyperthreading o Virtualization support o Architecture (32-bit vs. 64-bit) o Integrated GPU o Disable execute bit
Cooling o Heat sink o Fans o Thermal paste o Liquid-based o Fanless/passive
3.5, 3.14
1.7
Compare and contrast various PC connection interfaces, their characteristics and purpose.
USB 1.1 vs. 2.0 vs. 3.0 o Connector types: A, B, mini, micro
FireWire 400 vs. FireWire 800 SATA1 vs. SATA2 vs. SATA3, eSATA Other connector types
o VGA o HDMI o DVI o Audio
1.3 4.2, 4.3
5.2 6.9, 6.10
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Analog Digital (Optical connector)
o RJ-45 o RJ-11 o Thunderbolt
Wireless connections o Bluetooth o IR o RF o NFC
Characteristics o Analog o Digital o Distance limitations o Data transfer speeds o Quality o Frequencies
1.8
Install a power supply based on given specifications.
Connector types and their voltages o SATA o Molex o 4/8-pin 12v o PCIe 6/8-pin o 20-pin o 24-pin
Specifications o Wattage o Dual rail o Size o Number of connectors o ATX o Micro-ATX o Dual voltage options
3.2, 3.3
1.9 Given a scenario, select the appropriate components for a custom PC configuration, to meet customer specifications or needs. 10.1
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Graphic / CAD / CAM design workstation o Multicore processor o High-end video o Maximum RAM
Audio/Video editing workstation o Specialized audio and video card o Large fast hard drive o Dual monitors
Virtualization workstation o Maximum RAM and CPU cores
Gaming PC o Multicore processor o High-end video/specialized GPU o High definition sound card o Better sound card o High-end cooling
Home Theater PC o Surround sound audio o HDMI output o HTPC compact form factor o TV tuner
Standard thick client o Desktop applications o Meets recommended requirements for selected OS
Thin client o Basic applications o Meets minimum requirements for selected OS o Network connectivity
Home Server PC o Media streaming o File sharing o Print sharing o Gigabit NIC o RAID array
1.10
Compare and contrast types of display devices and their features.
Types o LCD
TN vs. IPS
4.4
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Fluorescent vs. LED backlighting o Plasma o Projector o OLED
Refresh/frame rates Resolution Native resolution Brightness/lumens Analog vs. digital Privacy/antiglare filters Multiple displays Aspect ratios
o 16:9 o 16:10 o 4:3
1.11
Identify common PC connector types and associated cables.
Display connector types o DVI-D o DVI-I o DVI-A o Displayport o RCA o HD15 (i.e. DE15 or DB-15) o BNC o miniHDMI o miniDin-6
Display cable types o HDMI o DVI o VGA o Component o Composite o Coaxial
Device cables and connectors o SATA o eSATA o USB o FireWire (IEEE1394) o PS/2
1.3 3.9, 3.12 4.2, 4.3
5.2
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o Audio Adapters and convertors
o DVI to HDMI o USB A to USB B o USB to Ethernet o DVI to VGA o Thunderbolt to DVI o PS/2 to USB o HDMI to VGA
1.12
Install and configure common peripheral devices.
Input devices o Mouse o Keyboard o Scanner o Barcode reader o Biometric devices o Game pads o Joysticks o Digitizer o Motion sensor o Touch pads o Smart card readers o Digital cameras o Microphone o Webcam o Camcorder
Output devices o Printers o Speakers o Display devices
Input & Output devices o Touch screen o KVM o Smart TV o Set-Top Box o MIDI enabled devices
1.3 3.9, 3.10
4.1 7.2
12.7, 12.8
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1.13
Install SOHO multifunction device / printers and configure appropriate settings.
Use appropriate drivers for a given operating system o Configuration settings
Duplex Collate Orientation Quality
Device sharing o Wired
USB Serial Ethernet
o Wireless Bluetooth 802.11(a,b,g,n,ac) Infrastructure vs. adhoc
Integrated print server (hardware) Cloud printing/remote printing Public/shared devices
o Sharing local/networked device via Operating System settings TCP/Bonjour/AirPrint
Data privacy o User authentication on the device o Hard drive caching
7.2, 7.3, 7.4
1.14
Compare and contrast differences between the various print technologies and the associated imaging process.
Laser o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing
assembly o Imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning
Inkjet o Ink cartridge, print head, roller, feeder, duplexing assembly, carriage and belt o Calibration
Thermal o Feed assembly, heating element o Special thermal paper
Impact o Print head, ribbon, tractor feed
7.1, 7.2
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o Impact paper Virtual
o Print to file o Print to PDF o Print to XPS o Print to image
1.15
Given a scenario, perform appropriate printer maintenance.
Laser o Replacing toner, applying maintenance kit, calibration, cleaning
Thermal o Replace paper, clean heating element, remove debris
Impact o Replace ribbon, replace print head, replace paper
Inkjet o Clean heads, replace cartridges, calibration, clear jams
7.5
2.0 Networking
2.1
Identify the various types of network cables and connectors.
Fiber o Connectors: SC, ST and LC
Twisted Pair o Connectors: RJ-11, RJ-45 o Wiring standards: T568A, T568B
Coaxial o Connectors: BNC, F-connector
6.3
2.2
Compare and contrast the characteristics of connectors and cabling.
Fiber o Types (single-mode vs. multi-mode) o Speed and transmission limitations
Twisted pair
6.3, 6.4
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o Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, CAT6e, CAT7, plenum, PVC o Speed and transmission limitations o Splitters and effects on signal quality
Coaxial o Types: RG-6, RG-59 o Speed and transmission limitations o Splitters and effects on signal quality
2.3
Explain properties and characteristics of TCP/IP.
IPv4 vs. IPv6 Public vs. private vs. APIPA/link local Static vs. dynamic Client-side DNS settings Client-side DHCP Subnet mask vs. CIDR Gateway
6.6, 6.7
2.4
Explain common TCP and UDP ports, protocols, and their purpose.
Ports o 21 FTP o 22 SSH o 23 TELNET o 25 SMTP o 53 DNS o 80 HTTP o 110 POP3 o 143 IMAP o 443 HTTPS o 3389 RDP o 137–139 NetBIOS/NetBT o 445 SMB/CIFS o 427 SLP o 548 AFP
Protocols o DHCP o DNS o LDAP
6.5
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o SNMP o SMB o CIFS o SSH o AFP
TCP vs. UDP
2.5
Compare and contrast various WiFi networking standards and encryption types.
Standards o 802.11 a/b/g/n/ac o Speeds, distances, and frequencies
Encryption types o WEP, WPA, WPA2, TKIP, AES
6.8, 6.9
2.6
Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.
Channels Port forwarding, port triggering SSID broadcast (on/off) DHCP (on/off) DMZ NAT / DNAT Basic QoS Firmware UPnP
6.11 12.9, 12.10
2.7
Compare and contrast Internet connection types, network types, and their features.
Internet Connection Types o Cable o DSL o Dial-up o Fiber o Satellite o ISDN o Cellular
6.1, 6.10
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Tethering Mobile hotspot
o Line of sight wireless internet service Network Types
o LAN o WAN o PAN o MAN
2.8
Compare and contrast network architecture devices, their functions, and features.
Hub Switch Router Access point Bridge Modem Firewall Patch panel Repeaters/extenders Ethernet over Power Power over Ethernet injector
6.1
2.9
Given a scenario, use appropriate networking tools.
Crimper Cable stripper Multimeter Tone generator & probe Cable tester Loopback plug Punchdown tool WiFi analyzer
2.3 6.14
3.0 Mobile Devices
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3.1
Install and configure laptop hardware and components.
Expansion options o Express card /34 o Express card /54 o SODIMM o Flash o Ports/Adapters
Thunderbolt DisplayPort USB to RJ-45 dongle USB to WiFi dongle USB to Bluetooth USB Optical Drive
Hardware/device replacement o Keyboard o Hard Drive
SSD vs. Hybrid vs. Magnetic disk 1.8 in vs. 2.5 in
o Memory o Smart card reader o Optical drive o Wireless card o Mini-PCIe o Screen o DC jack o Battery o Touchpad o Plastics/frames o Speaker o System board o CPU
8.1, 8.2
3.2
Explain the function of components within the display of a laptop.
Types o LCD
TN vs. IPS Fluorescent vs. LED backlighting
o OLED
8.2
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Wi-Fi antenna connector/placement Webcam Microphone Inverter Digitizer
3.3
Given a scenario, use appropriate laptop features.
Special function keys o Dual displays o Wireless (on/off) o Cellular (on/off) o Volume settings o Screen brightness o Bluetooth (on/off) o Keyboard backlight o Touch pad (on/off) o Screen orientation o Media options (fast forward/rewind) o GPS (on/off) o Airplane mode
Docking station Physical laptop lock and cable lock Rotating / removable screens
8.1
3.4
Explain the characteristics of various types of other mobile devices.
Tablets Smart phones Wearable technology devices
o Smart watches o Fitness monitors o Glasses and headsets
Phablets e-Readers Smart camera GPS
8.5
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3.5
Compare and contrast accessories & ports of other mobile devices.
Connection types o NFC o Proprietary vendor specific ports (communication/power) o microUSB/miniUSB o Lightning o Bluetooth o IR o Hotspot / tethering
Accessories o Headsets o Speakers o Game pads o Docking stations o Extra battery packs/battery chargers o Protective covers / water proofing o Credit card readers o Memory/MicroSD
8.5, 8.6
4.0 Hardware and Network Troubleshooting
4.1
Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.
Common symptoms o Unexpected shutdowns o System lockups o POST code beeps o Blank screen on bootup o BIOS time and settings resets o Attempts to boot to incorrect device o Continuous reboots o No power o Overheating o Loud noise o Intermittent device failure o Fans spin - no power to other devices o Indicator lights o Smoke
3.4
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o Burning smell o Proprietary crash screens (BSOD/pin wheel) o Distended capacitors
Tools o Multimeter o Power supply tester o Loopback plugs o POST card / USB
4.2
Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Common symptoms o Read/write failure o Slow performance o Loud clicking noise o Failure to boot o Drive not recognized o OS not found o RAID not found o RAID stops working o Proprietary crash screens (BSOD/pin wheel) o S.M.A.R.T. errors
Tools o Screwdriver o External enclosures o CHKDSK o FORMAT o File recovery software o Bootrec o Diskpart o Defragmentation tool
5.6, 5.9, 5.10
4.3
Given a scenario, troubleshoot common video, projector and display issues.
Common symptoms o VGA mode o No image on screen o Overheat shutdown o Dead pixels
4.5
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o Artifacts o Color patterns incorrect o Dim image o Flickering image o Distorted image o Distorted geometry o Burn-in o Oversized images and icons
4.4
Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Common symptoms o No connectivity o APIPA / link local address o Limited connectivity o Local connectivity o Intermittent connectivity o IP conflict o Slow transfer speeds o Low RF signal o SSID not found
Hardware tools o Cable tester o Loopback plug o Punch down tools o Tone generator and probe o Wire strippers o Crimper o Wireless locator
Command line tools o PING o IPCONFIG/IFCONFIG o TRACERT o NETSTAT o NBTSTAT o NET o NETDOM o NSLOOKUP
6.12, 6.14
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4.5
Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
Common symptoms o No display o Dim display o Flickering display o Sticking keys o Intermittent wireless o Battery not charging o Ghost cursor/pointer drift o No power o Num lock indicator lights o No wireless connectivity o No Bluetooth connectivity o Cannot display to external monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email o Extremely short battery life o Overheating o Frozen system o No sound from speakers o GPS not functioning o Swollen battery
Disassembling processes for proper re-assembly o Document and label cable and screw locations o Organize parts o Refer to manufacturer documentation o Use appropriate hand tools
8.2, 8.4, 8.8
4.6
Given a scenario, troubleshoot printers with appropriate tools.
Common symptoms o Streaks o Faded prints o Ghost images o Toner not fused to the paper o Creased paper o Paper not feeding
7.5, 7.6
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o Paper jam o No connectivity o Garbled characters on paper o Vertical lines on page o Backed up print queue o Low memory errors o Access denied o Printer will not print o Color prints in wrong print color o Unable to install printer o Error codes o Printing blank pages o No image on printer display
Tools o Maintenance kit o Toner vacuum o Compressed air o Printer spooler
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Objective Mapping: CompTIA 220-902 Objective to LabSim Section # Exam Objective Module.Section
1.0 Windows Operating Systems
1.1
Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1).
Features: o 32-bit vs. 64-bit o Aero, gadgets, user account control, bit-locker, shadow copy, system restore, ready boost,
sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view vs. classic view
o Side by side apps, Metro UI, Pinning, One Drive, Windows store, Multimonitor task bars, Charms, Start Screen, Power Shell, Live sign in, Action Center.
Upgrade paths - differences between in place upgrades, compatibility tools, Windows upgrade OS advisor
1.4 10.2
1.2
Given a scenario, install Windows PC operating systems using appropriate methods.
Boot methods o USB o CD-ROM o DVD o PXE o Solid state/flash drives o Netboot o External/hot swappable drive o Internal hard drive (partition)
Type of installations o Unattended installation o Upgrade o Clean install o Repair installation o Multiboot o Remote network installation o Image deployment o Recovery partition
5.5, 5.6 10.3
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o Refresh/restore Partitioning
o Dynamic o Basic o Primary o Extended o Logical o GPT
File system types/formatting o ExFAT o FAT32 o NTFS o CDFS o NFS o ext3, ext4 o Quick format vs. full format
Load alternate third party drivers when necessary Workgroup vs. Domain setup Time/date/region/language settings Driver installation, software and Windows updates Factory recovery partition Properly formatted boot drive with the correct partitions/format
1.3
Given a scenario, apply appropriate Microsoft command line tools.
TASKKILL TASKLIST SHUTDOWN MSTSC DIR EXIT HELP EXPAND [command name] /? Commands available with standard privileges vs. administrative privileges. BOOTREC MD RD CD DEL COPY
3.7 5.4, 5.5, 5.6, 5.10
9.1 11.2 13.6
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XCOPY ROBOCOPY DISKPART SFC FORMAT CHKDSK [command name] /? GPUPDATE GPRESULT
1.4
Given a scenario, use appropriate Microsoft operating system features and tools.
Administrative o Computer management o Device manager o Local users and groups o Local security policy o Performance monitor o Services o System configuration o Task scheduler o Component services o Data sources o Print management o Windows memory diagnostics o Windows firewall o Advanced security
MSCONFIG o General o Boot o Services o Startup o Tools
Task Manager o Applications o Processes o Performance o Networking o Users
Disk management o Drive status
3.12 4.6, 4.7
5.6, 5.7, 5.8, 5.9 7.4
9.1, 9.3, 9.4, 9.6, 9.7, 9.10 10.4 11.1
12.8, 12.11
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o Mounting o Initializing o Extending partitions o Splitting partitions o Shrink partitions o Assigning/changing drive letters o Adding drives o Adding arrays o Storage spaces
Other o User State Migration tool (USMT) o Windows Easy Transfer o Windows Upgrade Advisor
System utilities o REGEDIT o COMMAND o SERVICES.MSC o MMC o MSTSC o NOTEPAD o EXPLORER o MSINFO32 o DXDIAG o DEFRAG o System restore o Windows Update
1.5
Given a scenario, use Windows Control Panel utilities.
Internet options o Connections o Security o General o Privacy o Programs o Advanced
Display/Display Settings o Resolution o Color depth o Refresh rate
User accounts
3.10 4.4, 4.6
6.6, 6.10, 6.13 7.2 8.3
9.1, 9.5, 9.6, 9.10, 9.11 11.2
12.11 13.5
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Folder options o View hidden files o Hide extensions o General options o View options
System o Performance (virtual memory) o Remote settings o System protection
Windows firewall Power options
o Hibernate o Power plans o Sleep/suspend o Standby
Programs and features HomeGroup Devices and Printers Sound Troubleshooting Network and Sharing Center Device Manager
1.6
Given a scenario, install and configure Windows networking on a client/desktop.
HomeGroup vs. WorkGroup Domain setup Network shares/administrative shares/mapping drives Printer sharing vs. network printer mapping Establish networking connections
o VPN o Dialups o Wireless o Wired o WWAN (Cellular)
Proxy settings Remote Desktop Connection Remote Assistance Home vs. Work vs. Public network settings Firewall settings
6.1, 6.2, 6.4, 6.6, 6.9, 6.11, 6.13
7.3 9.5 11.4
12.10, 12.11, 12.13
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o Exceptions o Configuration o Enabling/disabling Windows firewall
Configuring an alternative IP address in Windows o IP addressing o Subnet mask o DNS o Gateway
Network card properties o Half duplex/full duplex/auto o Speed o Wake-on-LAN o QoS o BIOS (on-board NIC)
1.7
Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices o Schedules backups o Scheduled disk maintenance o Windows updates o Patch management o Driver/firmware updates o Antivirus/Antimalware updates
Tools o Backup o System restore o Recovery image o Disk maintenance utilities
5.8 9.7, 9.8, 9.9, 9.10
12.7
2.0 Other Operating Systems and Technologies
2.1
Identify common features and functionality of the Mac OS and Linux operating systems.
Scheduled backups Scheduled disk maintenance System updates/App store Patch management
1.5, 1.6 4.6 5.9
9.5, 9.7, 9.9, 9.10, 9.11, 9.12
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Driver/firmware updates Antivirus/ Antimalware updates Backup/Time Machine Restore/snapshot Image recovery Disk maintenance utilities Shell/Terminal Screen sharing Force Quit Features
o Multiple desktops/Mission Control o Key Chain o Spot Light o iCloud o Gestures o Finder o Remote Disc o Dock o Boot Camp
Basic Linux commands o ls o grep o cd o shutdown o pwd vs. passwd o mv o cp o rm o chmod o chown o iwconfig/ifconfig o ps o su/sudo o apt-get o vi o dd
11.5 12.6, 12.7
2.2 Given a scenario, set up and use client-side virtualization.
Purpose of virtual machines o Resource requirements
10.5
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o Emulator requirements o Security requirements o Network requirements o Hypervisor
2.3
Identify basic cloud concepts.
SaaS IaaS PaaS Public vs. Private vs. Hybrid vs. Community Rapid Elasticity On-demand Resource pooling Measured service
10.5
2.4
Summarize the properties and purpose of services provided by networked hosts.
Server roles o Web server o File server o Print server o DHCP server o DNS server o Proxy server o Mail server o Authentication server
Internet appliance o UTM o IDS o IPS
Legacy / embedded systems
4.6 6.11
12.10
2.5 Identify basic features of mobile operating systems.
Android vs. iOS vs. Windows o Open source vs. closed source/vendor specific
8.5
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o App source (play store, app store and store) o Screen orientation (accelerometer/gyroscope) o Screen calibration o GPS and geotracking o Wi-Fi calling o Launcher/GUI o Virtual assistant o SDK/APK o Emergency notification o Mobile payment service
2.6
Install and configure basic mobile device network connectivity and email.
Wireless / cellular data network (enable/disable) o Hotspot o Tethering o Airplane mode
Corporate and ISP email configuration o POP3 o IMAP o Port and SSL settings o Exchange, S/MIME
Integrated commercial provider email configuration o Google/Inbox o Yahoo o Outlook.com o iCloud
PRI updates/PRL updates/Baseband updates Radio firmware IMEI vs. IMSI VPN
8.5, 8.6
2.7
Summarize methods and data related to mobile device synchronization.
Types of data to synchronize o Contacts o Programs o Email o Pictures
8.6
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o Music o Videos o Calendar o Bookmarks o Documents o Location data o Social media data o eBooks
Synchronization methods o Synchronize to the Cloud o Synchronize to the Desktop o Mutual authentication for multiple services (SSO) o Software requirements to install the application on the PC o Connection types to enable synchronization
3.0 Security
3.1
Identify common security threats and vulnerabilities.
Malware o Spyware o Viruses o Worms o Trojans o Rootkits o Ransomware
Phishing Spear phishing Spoofing Social engineering Shoulder surfing Zero day attack Zombie/botnet Brute forcing Dictionary attacks Non-compliant systems Violations of security best practices Tailgating Man-in-the-middle
12.6
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3.2
Compare and contrast common prevention methods.
Physical security o Lock doors o Mantrap o Cable locks o Securing physical documents/passwords/shredding o Biometrics o ID badges o Key fobs o RFID badge o Smart card o Tokens o Privacy filters o Entry control roster
Antivirus/Antimalware Firewalls
o User authentication/strong passwords o Multifactor authentication o Directory permissions o DLP o Disabling ports o Access control lists o VPN o Smart card o Email filtering o Trusted/untrusted software sources
User education/AUP Principle of least privilege
12.1, 12.3, 12.4, 12.6, 12.7, 12.10, 12.13
3.3
Compare and contrast differences of basic Windows OS security settings.
User and groups o Administrator o Power user o Guest o Standard user
NTFS vs. Share permissions o Allow vs. deny o Moving vs. copying folders and files
9.1, 9.4 11.2, 11.3, 11.4
12.7, 12.8
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o File attributes Shared files and folders
o Administrative shares vs. local shares o Permission propagation o Inheritance
System files and folders User authentication
o Single sign-on Run as administrator vs. standard user Bitlocker Bitlocker-To-Go EFS
3.4
Given a scenario, deploy and enforce security best practices to secure a workstation.
Password best practices o Setting strong passwords o Password expiration o Changing default user names/passwords o Screensaver required password o BIOS/UEFI passwords o Requiring passwords
Disable autorun Data encryption Patch/update management
9.9 12.1, 12.5, 12.7, 12.8
3.5
Compare and contrast various methods for securing mobile devices.
Screen locks o Fingerprint lock o Face lock o Swipe lock o Passcode lock
Remote wipes Locator applications Remote backup applications Failed login attempts restrictions Antivirus/Antimalware Patching/OS updates
8.7 12.1
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Biometric authentication Full device encryption Multifactor authentication Authenticator applications Trusted sources vs. untrusted sources Firewalls Policies and procedures
o BYOD vs. corporate owned o Profile security requirements
3.6
Given a scenario, use appropriate data destruction and disposal methods.
Physical destruction o Shredder o Drill / Hammer o Electromagnetic (Degaussing) o Incineration o Certificate of destruction
Recycling or repurposing best practices o Low level format vs. standard format o Overwrite o Drive wipe
12.3
3.7
Given a scenario, secure SOHO wireless and wired networks.
Wireless specific o Changing default SSID o Setting encryption o Disabling SSID broadcast o Antenna and access point placement o Radio power levels o WPS
Change default user-names and passwords Enable MAC filtering Assign static IP addresses Firewall settings Port forwarding/mapping Disabling ports Content filtering / parental controls
12.9
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Update firmware Physical security
4.0 Software Troubleshooting
4.1
Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms o Proprietary crash screens (BSOD/pin wheel) o Failure to boot o Improper shutdown o Spontaneous shutdown/restart o Device fails to start/detected o Missing dll message o Services fails to start o Compatibility error o Slow system performance o Boots to safe mode o File fails to open o Missing NTLDR o Missing Boot Configuration Data o Missing operating system o Missing Graphical Interface o Missing GRUB/LILO o Kernel panic o Graphical Interface fails to load o Multiple monitor misalignment/orientation
Tools o BIOS/UEFI o SFC o Logs o System Recovery Options o Repair disks o Pre-installation environments o MSCONFIG o DEFRAG o REGSRV32 o REGEDIT o Event viewer o Safe mode
4.4, 4.5 5.10
9.13, 9.14, 9.15
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o Command prompt o Uninstall/reinstall/repair
4.2
Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Common symptoms o Pop-ups o Browser redirection o Security alerts o Slow performance o Internet connectivity issues o PC/OS lock up o Application crash o OS updates failures o Rogue antivirus o Spam o Renamed system files o Files disappearing o File permission changes o Hijacked email
o Responses from users regarding email Automated replies from unknown sent email
o Access denied o Invalid certificate (trusted root CA)
Tools o Antivirus software o Antimalware software o Recovery console o Terminal o System restore/Snapshot o Pre-installation environments o Event viewer o Refresh/restore o MSCONFIG/Safe boot
Best practice procedure for malware removal 1. Identify malware symptoms 2. Quarantine infected system 3. Disable system restore (in Windows) 4. Remediate infected systems
a. Update antimalware software
12.6, 12.13
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b. Scan and removal techniques (safe mode, pre-installation environment) 5. Schedule scans and run updates 6. Enable system restore and create restore point (in Windows) 7. Educate end user
4.3
Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot broadcast to external monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email o Extremely short battery life o Overheating o Frozen system o No sound from speakers o Inaccurate touch screen response o System lockout
Tools o Hard reset o Soft reset o Close running applications o Reset to factory default o Adjust configurations/settings o Uninstall/reinstall apps o Force stop
8.8
4.4
Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Common symptoms o Signal drop/weak signal o Power drain o Slow data speeds o Unintended Wi-Fi connection
8.7
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o Unintended Bluetooth pairing o Leaked personal files/data o Data transmission overlimit o Unauthorized account access o Unauthorized root access o Unauthorized location tracking o Unauthorized camera/microphone activation o High resource utilization
Tools o Antimalware o App scanner o Factory reset/Clean install o Uninstall/reinstall apps o Wi-Fi analyzer o Force stop o Cell tower analyzer o Backup/restore
o iTunes/iCloud/Apple Configurator Google sync One Drive
5.0 Operational Procedures
5.1
Given a scenario, use appropriate safety procedures.
Equipment grounding Proper component handling and storage
o Antistatic bags o ESD straps o ESD mats o Self-grounding
Toxic waste handling o Batteries o Toner o CRT
Personal safety o Disconnect power before repairing PC o Remove jewelry o Lifting techniques
2.1
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o Weight limitations o Electrical fire safety o Cable management o Safety goggles o Air filter mask
Compliance with local government regulations
5.2
Given a scenario with potential environmental impacts, apply the appropriate controls.
MSDS documentation for handling and disposal Temperature, humidity level awareness and proper ventilation Power surges, brownouts, blackouts
o Battery backup o Surge suppressor
Protection from airborne particles o Enclosures o Air filters/Mask
Dust and debris o Compressed air o Vacuums
Compliance to local government regulations
2.1, 2.4
5.3
Summarize the process of addressing prohibited content/activity, and explain privacy, licensing and policy concepts.
Incident Response o First response
Identify Report through proper channels Data/device preservation
o Use of documentation/documentation changes o Chain of custody
o Tracking of evidence/documenting process
Licensing / DRM / EULA o Open source vs. commercial license o Personal license vs. enterprise licenses
Personally Identifiable Information
9.8 12.1, 12.2, 12.4
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Follow corporate end-user policies and security best practices
5.4
Demonstrate proper communication techniques and professionalism.
Use proper language, avoid jargon, acronyms, slang when applicable Maintain a positive attitude / Project confidence Actively listen (taking notes) and avoid interrupting the customer Be culturally sensitive
o Use appropriate professional titles, when applicable Be on time (if late, contact the customer) Avoid distractions
o Personal calls o Texting / Social media sites o Talking to co-workers while interacting with customers o Personal interruptions
Dealing with difficult customer or situation o Do not argue with customers and/or be defensive o Avoid dismissing customer 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) o Do not disclose experiences via social media outlets
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 and private materials o Located on a computer, desktop, printer, etc.
2.2
5.5
Given a scenario, explain the troubleshooting theory.
Always consider corporate policies, procedures and impacts before implementing changes. 1. Identify the problem
Question the user and identify user changes to computer and perform backups before making changes
2. Establish a theory of probable cause (question the obvious) If necessary, conduct external or internal research based on symptoms
3. Test the theory to determine cause Once theory is confirmed determine next steps to resolve problem
2.5
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If theory is not confirmed re-establish new theory or escalate 4. Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality and if applicable implement preventive measures 6. Document findings, actions and outcomes