2016 Course Title: IT SUPPORT SPECIALIST (ITSS) Program Type: Course Code: Award Type: Traineeship AT00005 Industry Professional Certification CompTIA and Microsoft Awards Objective Areas: Microsoft MTA; Server; CompTIA A+ and Network+ Virtualization & Cloud Essentials Duration: 56 Weeks (Blended Learning) Microsoft MTA Qualifications 98-349 Operating System Fundamentals 98-366 Networking Fundamentals 98-365 Windows Server Administration Microsoft Technology Associate (MTA) provides a standard for measuring and validating fundamental technology knowledge. MTA enables students to explore career paths and provides a career foundation and the confidence to succeed in advanced studies in future vocational endeavors. This is achieved through knowledge that leads students to more Microsoft advanced technology certifications such as MCSA. CompTIA Qualifications 220-901 A+ Technician Part 1 220-902 A+ Technician Part 2 N10-006 Network Technician CLO-001 Cloud Essentials The A+ and Network + certifications are the core IT technician qualification which creates a foundation link to many more specialized qualifications. The CompTIA Cloud Essentials course and certification demonstrates that an individual knows what cloud computing means from a business and technical perspective, as well as what is involved in moving to and governing the cloud. 1
Train to become an IT and Network Technician Gain Server, Cloud, Networking and OS Certifications with Athlone Training Centre Course Name: Course Location: Couse Duration: IT Support Specialist Athlone Training Centre 56 weeks Course Description: The aim of the course is to provide IT and Network Technicians to the IT Industry by providing the trainees with: Hands-on practical workshops Theory required by Technicians Blended Learning, using in-class and home learning Access to industry recognised certification The two main industry certifying bodies used in this course are: CompTIA Computing Technology Industry Association (an organisation with most of the major players in IT as their members) Microsoft one of the biggest IT companies. Get Yourself Certified The certification offered on this course is industry standard certification which means you can use it to gain employment in any location world-wide as it is recognised globally. As you prepare for the industry recognised exams, you cover all the objectives for the examining bodies using practical and classroom learning, in combination with home study. We use virtual labs to reinforce the practical knowledge gained in class when you are at home. Course Delivery This course is delivered through blended learning. This consists of 2 days tuition and practical exercises in the Athlone Training Centre and a recommended 18 24 hours a week home study. During you home study you will be linked directly with the training centre and you will have access to the following course material: o o o o o o Study books for each module Video Presentations Course Notes Virtual Labs Exercises Practice Tests 2
In class you will also undertake: o o Team Exercises eg. Troubleshooting, building, repairing, installing networks and equipment. Computer Build you build your own computer and you make a presentation on how you designed and built the system Work Experience: One of the most important aspects of the course is work experience. It is by applying what you learnt and practiced during the course and what you learn from you workplace experience that will make you a professional and confident IT technician. Finding A Company Each trainee must find an employer for the work-experience part of the course. The employer is not required to pay the trainee (you will continue to be paid the training allowance during work-experience) and the trainee is covered by insurance while on work experience. Candidates must have found a employer before attending the course interview. During the course briefing session, which takes place approx. 1 month before interviews, you will be given a list of employers who have already taken on trainees for work experience. Company The company providing the work experience must have someone experienced and qualified in IT to ensure that the trainee is being monitored and their log-book is being signed. Both the company representative and the trainee will ensure that the trainee s Workplace Skills Record (log book) is fully completed and signed off. During work experience trainees will follow the day-to-day activity within the company. Activities listed in the workplace skills record (log book) which relate to key skills trainees have acquired are validated by the employer. Course Objectives: This ITSS (IT Support Specialist) course will provide trainees with the necessary knowledge and skills required to work as an IT and Network Technician. Trainees will also be given the opportunity to gain industry standard certification. This certification is recognized internationally. CompTIA A+ 220-901 OBJECTIVES 1.0 PC Hardware 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC. 1.2 Explain the importance of motherboard components, their purpose and properties. 1.3 Compare and contrast various RAM types and their features. 1.4 Install and configure PC expansion cards. 1.5 Install and configure storage devices and use appropriate media. 1.6 Install various types of CPUs and apply the appropriate cooling methods. 3
1.7 Compare and contrast various PC connection interface, their characteristics and purpose. 1.8 Install a power supply based on given specifications. 1.9 Given a scenario, select the appropriate components for a custom PC configuration to meet customer specifications or needs. 1.10 Compare and contrast types of display devices and their features. 1.11 Identify common PC connector types and associated cables. 1.12 Install and configure common peripheral devices. 1.13 Install SOHO multifunction device/printers and configure appropriate settings. 1.14 Compare and contrast differences between the various print technologies and the associated imaging process. 1.15 Given a scenario, perform appropriate printer maintenance. 2.0 Networking 3.0 Laptops 2.1 Identify types of network cables and connectors. 2.2 Categorize characteristics of connectors and cabling. 2.3 Explain properties and characteristics of TCP/IP. 2.4 Explain common TCP and UDP ports, protocols, and their purpose. 2.5 Compare and contrast WiFi networking standards and encryption types. 2.6 Given a scenario, install, configure, and deploy a SOHO wireless/wired router and apply appropriate settings. 2.7 Compare and contrast Internet connection types, network types and their features. 2.8 Compare and contrast network architecture devices, their functions and features. 2.9 Given a scenario, use appropriate networking tools. 3.1 Install and configure laptop hardware and components. 3.2 Explain the function of components within the display of a laptop. 3.3 Given a scenario, use appropriate laptop features. 3.4 Explain the characteristics of various types of other mobile devices. 3.5 Compare and contrast accessories and ports of other mobile devices. 4.0 Hardware and Network Troubleshooting 4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools. 4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools. 4.3 Given a scenario, troubleshoot common video, projector and display issues. 4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools. 4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures. 4.6 Given a scenario, troubleshoot printers with appropriate tools. 4
CompTIA A+ 220-902 OBJECTIVES 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). 1.2 Given a scenario, install Windows PC operating systems using appropriate methods. 1.3 Given a scenario, use appropriate Microsoft command line tools. 1.4 Given a scenario, use appropriate Microsoft operating system features and tools. 1.5 Given a scenario, install and configure Windows networking on a client/desktop. 1.6 Given a scenario, install and configure Windows networking on a client/desktop. 1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.. 2.0 Other Operating Systems and Technologies 3.0 Security 2.1 Identify common features and functionality of the Mac OS and Linux operating systems. 2.2 Given a scenario, set up and use client-side virtualization. 2.3 Identify basic cloud concepts. 2.4 Summarize the properties and purpose of services provided by networked hosts. 2.5 Identify basic features of mobile operating systems. 2.6 Install and configure basic mobile device network connectivity and email. 2.7 Summarize methods and data related to mobile device synchronization. 3.1 Identify common security threats and vulnerabilities. 3.2 Compare and contrast common prevention methods. 3.3 Compare and contrast differences of basic Windows OS security settings. 3.4 Given a scenario, deploy and enforce security best practices to secure a workstation. 3.5 Compare and contrast various methods for securing mobile devices. 3.6 Given a scenario, use appropriate data destruction and disposal methods. 3.7 Given a scenario, secure SOHO wireless and wired networks. 4.0 Software Troubleshooting 4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools. 4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices. 4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools. 4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools. 5.0 Operational Procedures 5.1 Given a scenario, use appropriate safety procedures. 5.2 Given a scenario with potential environmental impacts, apply the appropriate controls. 5
5.3 Summarize the process of addressing prohibited content/ activity, and explain privacy, licensing and policy concepts. 5.4 Demonstrate proper communication techniques and professionalism. 5.5 Given a scenario, explain the troubleshooting theory. CompTIA NETWORK+ N10-006 OBJECTIVES 1.0 Network Architecture 1.1 Explain the functions and applications of various network devices. 1.2 Compare and contrast the use of networking services and applications. 1.3 Install and configure the following networking services/applications. 1.4 Explain the characteristics and benefits of various WAN technologies. 1.5 Install and properly terminate various cable types and connectors using appropriate tools. 1.6 Differentiate between common network topologies. 1.7 Differentiate between network infrastructure implementations. 1.8 Given a scenario, implement and configure the appropriate addressing schema. 1.9 Explain the basics of routing concepts and protocols. 1.10 Identify the basics elements of unified communication technologies. 1.11 Compare and contrast technologies that support cloud and virtualization. 1.12 Given a set of requirements, implement a basic network. 2.0 Network Operations 2.1 Given a scenario, use appropriate monitoring tools. 2.2 Given a scenario, analyze metrics and reports from monitoring and tracking performance tools. 2.3 Given a scenario, use appropriate resources to support configuration management. 2.4 Explain the importance of implementing network segmentation. 2.5 Given a scenario, install and apply patches and updates. 2.6 Given a scenario, configure a switch using proper features. 2.7 Install and configure wireless LAN infrastructure and implement the appropriate technologies in support of wireless capable devices. 3.0 Network Security 3.1 Compare and contrast risk related concepts. 3.2 Compare and contrast common network vulnerabilities and threats. 3.3 Given a scenario, implement network hardening techniques. 3.4 Compare and contrast physical security controls. 3.5 Given a scenario, install and configure a basic firewall. 3.6 Explain the purpose of various network access control models. 3.7 Summarize basic forensic concepts. 6
4.0 Troubleshooting 4.1 Given a scenario, implement the following network troubleshooting methodology. 4.2 Given a scenario, analyze and interpret the output of troubleshooting tools. 4.3 Given a scenario, troubleshoot and resolve common wireless issues. 4.4 Given a scenario, troubleshoot and resolve common copper cable issues. 4.5 Given a scenario, troubleshoot and resolve common fiber cable issues. 4.6 Given a scenario, troubleshoot and resolve common network issues. 4.7 Given a scenario, troubleshoot and resolve common security issues. 4.8 Given a scenario, troubleshoot and resolve common WAN issues. 5.0 Industry Standards, Practices and Network Theory 5.1 Analyze a scenario and determine the corresponding OSI layer. 5.2 Explain the basics of network theory and concepts. 5.3 Given a scenario, deploy the appropriate wireless standard. 5.4 Given a scenario, deploy the appropriate wired connectivity standard. 5.5 Given a scenario, implement the appropriate policies or procedures. 5.6 Summarize safety practices. 5.7 Given a scenario, install and configure equipment in the appropriate location using best practices. 5.8 Explain the basics of change management procedures. 5.9 Compare and contrast the following ports and protocols. 5.10 Given a scenario, configure and apply the appropriate ports and protocols. CompTIA CLOUD ESSENTIALS CLO-001 OBJECTIVES 1.0 What is Cloud Computing 1.1 Defining Cloud Computing 1.2 Understanding Distributed Application Design 1.3 Understanding Resource Management Automation 1.4 Understanding Virtualized Computing Environments 1.5 Understanding High-Performance Computing Models 1.6 Understanding Cloud Computing Technologies 2.0 Cloud Models 2.1 Evolving from Virtualization to the Cloud 2.2 Planning Organizational Roles in the Cloud 2.3 Identifying Cloud Deployment Models and Scope Modifiers 2.4 Including Future Cloud Models 3.0 Service Models 7
3.1 Categorizing Cloud Services 3.2 Examining Software as a Service 3.3 Examining Platform as a Service 3.4 Identifying Emerging Cloud Database Capabilities 3.5 Defining Everything as a Service 4.0 Current Cloud Technologies 4.1 Comparing Traditional Technologies and Cloud Alternatives 4.2 Accessing the Cloud 4.3 Networking in the Cloud 4.4 Web Access Architecture 4.5 Leveraging Software as a Service 4.6 Personal Software as a Service Applications 4.7 Enterprise Software as a Service Applications 4.8 Cloud-Specific Software as a Service Applications 4.9 Developing within Platform as a Service 4.10 Implementing within Platform as a Service 4.11 Empowering Mobile Computing 5.0 Cloud Business Value 5.1 Identifying Business Drivers for Cloud Computing 5.2 Reducing Costs and Increasing Efficiency 5.3 Increasing Organizational Agility 5.4 Examining the Business Impact 5.5 Evaluating Cloud Computing Costs 5.6 Identifying Value Now and in the Future 5.7 Choosing the Appropriate Cloud Model 5.8 Making the Right Decision 6.0 Cloud Infrastructure Planning 6.1 Understanding Cloud Networks 6.2 Leveraging Automation and Self-Service 6.3 Understanding Federated Cloud Services 6.4 Achieving Interoperability 7.0 Strategies for Cloud Adoption 7.1 Aligning Cloud Deployments with Organizational Goals 7.2 Identifying the Impact of Cloud Adoption to Business Processes 7.3 Understanding the Importance of Service-Level Agreements 8.0 Applications in the Cloud 8.1 Understanding the Role of Standard Applications 8
8.2 Developing Cloud-Ready Applications 8.3 Migrating Applications to the Cloud 8.4 Preparing for Technical Challenges 8.5 Identifying and Mitigating Risks 9.0 Cloud Service Rollout 9.1 Identifying Vendor Roles and Responsibilities 9.2 Identifying Organizational Skill Requirements 9.3 Transitioning to Live Environments 9.4 Preparing for Incident Management 10.0 Cloud Service-Level Management 10.1 Understanding ITIL Service Management 10.2 Applying ITIL to Cloud Computing 10.3 Developing and Utilizing Performance Metrics 10.4 Implementing Continual Process Improvement 11.0 Security in the Cloud 11.1 Understanding Security and Risk 11.2 Reviewing Security Standards 11.3 Exploring Common Security Risks and Mitigations 11.4 Implementing an ISMS 11.5 Responding to Incidents 11.6 Recognizing Security Benefits 12.0 Privacy and Compliance 12.1 Identifying Legal Risks 12.2 Identifying Privacy Risks 12.3 Managing Identity in the Cloud MTA 98-349 Windows Operating System Fundamentals Objectives 1.0 Introducing, Installing and Upgrading the OS 1.1 Identifying Operating System Editions 1.2 Identifying Upgrade Paths from older Operating Systems 1.3 Identifying Application Compatibility 1.4 Understanding Product Identification Keys 1.5 Understanding Installation Types 2.0 Understanding Operating System Configurations 2.1 Understanding User Accounts and UAC 2.2 Configuring Control Panel Options 9
2.3 Configuring Desktop Settings 2.4 Understanding Virtualized Clients 2.5 Understanding Application Virtualization 3.0 Understanding Native Applications, Tools, Mobility and Remote Management and Assistance 3.1 Understanding Windows Internet Explorer 3.2 Introducing Accessory Programs 3.3 Using the Snipping Tool 3.4 Playing Back and Recording to Media 3.5 Understanding Sync Center 3.6 Using Mobility Center 3.7 Understanding Remote Desktop Services 4.0 Managing Applications, Services, Folders and Libraries 4.1 Installing and Managing Applications 4.2 Understanding Services 4.3 Using MSCONFIG (System Configuration Utility) 4.4 Understanding Files Systems 4.5 Exploring and Managing Libraries 4.6 Encrypting and Compressing Files and Folders 5.0 Managing Devices 5.1 Understanding Storage 5.2 Understanding Printing Devices 5.3 Understanding System Devices 6.0 Understanding File and Print Sharing 6.1 File and Print Sharing Basics 6.2 Understanding Home Group 6.3 Creating Public, Basic and Advanced Shares 6.4 Mapping Drives 6.5 Understanding Permissions 6.6 Setting Up Printer Sharing 6.7 Troubleshooting Printers 7.0 Maintaining, Updating and Protecting Windows 7.1 Exploring Built-in Maintenance Tools 7.2 Maintaining the Windows Registry 7.3 Updating the System 7.4 Defending Your System from Malicious Software 8.0 Understanding Backup and Recovery Methods 8.1 Understanding Local, Network and Automated Backup Methods 10
8.2 Creating a System Image 8.3 Creating a Repair Disc 8.4 Understanding System Restore 8.5 Using System Restore 8.6 Understanding Recovery Boot Options MTA 98-366 Networking Fundamentals Objectives 1.0 Understanding Local Area Networking 1.1 Examining Local Area Networks, Devices and Data Transfer 1.2 Defining a LAN 1.3 Identifying Types of LANs 1.4 Getting to Know Perimeter Networks 1.5 Network Documentation 1.6 Using Microsoft Visio 1.7 Identifying Network Topologies 1.8 Defining Ethernet Standards 1.9 Identifying the differences between Client/Server and Peer-to-Peer Distributed Networks 2.0 Defining Networks with the OSI Model 2.1 Understanding the OSI basics 2.2 Defining the Communications Subnetwork 2.3 Defining the Upper OSI Layers 3.0 Understanding Wire and Wireless Networks 3.1 Recognizing Wired Networks and Media Types 3.2 Comprehending Wireless Networks 4.0 Understanding Internet Protocol 4.1 Working with IPv4 4.2 Working with IPv6 5.0 Implementing TCP/IP in the command line 5.1 Using Basic TCP/IP commands 5.2 Working with Advanced TCP/IP Commands 6.0 Working with Networking Services 6.1 Setting Up Common Networking Services 6.2 Defining RRAS and IPsec 6.3 Defining Name Resolution Techniques 7.0 Understanding Wide Area Networks 7.1 Understanding Routing 11
7.2 Static and Dynamic Routing Tables 7.3 Defining Common WAN Technologies and Connections 7.4 Packet Switching 7.5 T-Carriers 7.6 Other WAN Technologies and Internet Connectivity 8.0 Defining Network Infrastructures and Network Security 8.1 Understanding Networks outside the LAN 8.2 Internet, Intranets, Extranets 8.3 VPNs 8.4 Understanding Security Devices and Zones 8.5 Firewalls 8.6 Perimeter Security Devices 8.7 DMZ MTA 98-365 Windows Server Administration Fundamentals Objectives 1.0 Server Overview 1.1 Understanding What A Server Does 1.2 Server Roles 1.3 Server Hardware 1.4 Software 1.5 Installing Windows Server 1.6 Clean Install 1.7 Upgrade 1.8 Disk Cloning and System Preparation Tool 1.9 Unattended Installation 1.10 Using Windows Deployment Services 1.11 Windows Licensing 1.12 Windows Activation 1.13 Windows Updates 2.0 Managing Windows Server 2.1 Performing Initial Configuration Tasks 2.2 Using the Control Panel 2.3 UAC 2.4 System Settings 2.5 Changing Computer Name and Domain Settings 12
2.6 Remote Settings 2.7 Date and Time 2.8 Configuring IP Address Settings 2.9 Managing Devices and Device Drivers 2.10 Using Microsoft Management Console and Administrative Tools 2.11 Installing Programs, Roles and Features 2.12 Managing Services 2.13 Understanding the Registry 2.14 Managing Server Core 3.0 Managing Storage 3.1 Identifying Storage Technology 3.2 Comparing IDE and SCSI 3.3 RAID 3.4 Hot Spares 3.5 NAS and SAN Storage 3.6 Understanding Disk Structure 3.7 Using Disk Management Tools 4.0 Monitoring and Troubleshooting Servers 4.1 Managing IT 4.2 Introducing Troubleshooting Methodology 4.3 Booting the System 4.4 Understanding Performance 4.5 Introducing Business Continuity 4.6 Understanding Backups 5.0 Essential Services 5.1 Naming Resolution 5.2 Hosts 5.3 LMHosts 5.4 DNS 5.5 DHCP Services 5.6 Introducing Directory Services with Active Directory 6.0 File and Print Services 6.1 Introducing NTFS 6.2 NTFS Permissions 6.3 Copying and Moving Files 6.4 Looking at Folders and File Owners 6.5 Encrypting Files with NTFS 13
6.6 Sharing Drives and Folders 6.7 Looking at Printers 6.8 Installing Printers 6.9 Printer Properties 6.10 Setting Printer Permissions 6.11 Managing Print Jobs 6.12 Configuring Internet Printing 6.13 Enabling Auditing 7.0 Popular Windows Network Services and Applications 7.1 Introducing the Web Server 7.2 Web Sites with IIS 7.3 FTP with IIS 7.4 Understanding Remote Access 7.5 Introducing Remote Administration 7.6 Understanding Server Virtualization 7.7 Creating Virtual Machines & Managing Virtual Machines 14
LEARNER REQUIREMENTS This course is open to both men and women Are you someone who. Has achieved Leaving Certificate or hold a NFQ Level 5 IT certificate. Is sufficiently motivated to manage your own study time and meet assignment deadlines Has the personality needed to work as part of a team in a demanding work environment Has a good basic knowledge of computers and is interested in becoming a PC and Network Technician Has a good numerical aptitude Has a sufficiently good level of literacy to carry out extensive reading for study and in preparation for course examinations Has some experience of repairing computers or installing hardware Has a driving license (or is in the process of getting one)... if you ve answered yes to most of these questions, this may be the course for you! CERTIFICATION CompTIA A+ Essentials 220-801 A+ Practical Application 220-802 Network+ N10-005 Cloud Essentials CLO-001 MICROSOFT MTA (Microsoft Technology Associate) in: Microsoft Operating Systems 98-349 Networking 98-366 Windows Server Administration 98-365 You are also encouraged and facilitated to study for and undertake extra exams, based on job opportunities and employer recommendations. SELECTION CRITERIA Selection for the course will involve: Course Briefing Day Approximately 4 to 6 weeks before the start of the Interviews everyone that is registered to do the course will be called to a briefing session. This is where we go through the course in detail and describe what each trainee can expect of the course. There is a question and answer session immediately after the presentation. If you decide you would like to go forward for the course we will get you to sign a form and list you to be called for the aptitude test and interview. Aptitude Test This test is conducted in the Training Centre on the day of the interview and takes approximately 1 hour. Each learner is assessed under the following headings: English, Numerical, Literacy, Logical, Diagrammatic and basic computer hardware skills. 15
Interview The candidate must bring details of their work placement to the Interview. The candidate must bring their current and up to date CV with them. The interview will last approximately 20 minutes. Candidates will be interviewed by two people (including the course tutor). This take the form of a chat in which they can tell the panel why they would like to do the course and to talk through the course content to ensure that it is the correct step forward in their future career. It is an ideal time to clarify any outstanding questions they may have. Location The Athlone Training Centre is situated near the N6 motorway and close to Athlone Institute of Technology on the eastern side of Athlone town. How to Register for the ITSS Course: Through your local Department of Social Protection Office Intreo or: contact the Athlone Training Centre at 090 6424200, quoting the name of the course (ITSS) and the course reference number (ATS78.) Please note that this course is subject to change at any time. 16
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