Pathway Business, Management, Marketing and Technology Course Instructor Mr. Thiele Number Host School St. Clair County TEC Segment 1 - Program Overview Information Technology I 01 Program Overview 01.01 IDENTIFY IT PROGRAM REQUIREMENTS 01.01.01Identify members of the program management team 01.01.02Identify Information Technology career ladder 01.01.03Identify 1st year class timeline 01.01.04Identify Individual Student Training Plan 01.01.05Implement Individual Student Training Plan 01.01.06Identify St. Clair TEC certification requirements 01.02 DESCRIBE POLICIES AND PROCEDURES 01.02.01Describe grading system procedure 01.02.02Describe Daily Grade Card procedure 01.02.03Describe attendance policy 01.02.04Describe hall pass procedure 01.02.05Describe classroom expectations 01.02.06Describe classroom consequences 01.02.07Describe breaks & break procedure 01.03 DESCRIBING PROFESSIONALISM 01.03.01Describe personal hygiene 01.03.02Describe proper work attire 01.03.03Describe proper language 01.04 PRACTICE DAILY PROCEDURES 01.04.01Practice entering the classroom procedure 01.04.02Follow white board procedure 01.04.03Practice student cubby procedure 01.04.04Practice asking a question procedure 01.04.05Practice proper workstation procedures 01.04.06Practice proper equipment care procedure 01.04.07Practice turning in work procedure 01.04.08Practice clean-up procedure 01.04.09Practice exiting the room procedure 01.05 DESCRIBE JOB SHEET BOOKS 01.05.01Describe Competency Task Lists 01.05.02Describe Job Sheets 01.05.03Describe Information Sheets 01.05.04Describe Procedure Sheets Page 1 of 12
01.05.05Describe Work Sheets 01.05.06Describe Teacher Sign Offs 01.06 DEMONSTRATE EMERGENCY PROCEDURES 01.06.01Locate first aid supplies 01.06.02Locate fire alarm in the classroom 01.06.03Locate phones in classroom/lab 01.06.04Locate AED device in building 01.06.05Locate fire extinguishers in classroom/lab 01.06.06Demonstrate fire/evacuation procedure 01.06.07Demonstrate severe weather procedure 01.06.08Demonstrate outside threat procedure 01.06.09Demonstrate inside threat procedure 01.07 DESCRIBING IT COMPUTER AND ELECTRONIC USE POLICIES 01.07.01Describe St. Clair County RESA Technology Resources Policy 01.07.02Describe acceptable computer use policy 01.07.03Describe acceptable internet use policy 01.07.04Describe electronic device use policy 01.08 COMPLETING KEYTRAIN REQUIREMENTS 01.08.01Complete KeyTrain pre-assessment 01.08.02Enter pre-assessment scores on the Individual Student Training Plan 01.08.03Identify Career Readiness Certificate level 01.08.04Establish Career Readiness Goal 01.08.05Complete Recommended KeyTrain lesson and assessments 01.08.06Retake WorkKeys assessment 01.09 IDENTIFY SCHOOL TO WORK OPTIONS 01.09.01Identify Job Shadow 01.09.02Identify Unpaid Work-Based Learning Experience 01.09.03Identify Paid Work-Based Learning Experience 01.09.04Identify Apprenticeship 01.09.05Identify Paid and Unpaid Work-Based Learning Experience Rules and Regulations 01.09.06Identify Paid and Unpaid Work-Based Learning Request Form 01.10 PARTICIPATING IN STUDENT ORGANIZATIONS 01.10.01Identify SkillsUSA 01.10.02Identify National Technical Honor Society 01.11 IDENTIFY GENERAL LAB SAFETY PROCEDURES 01.11.01Identify disassembling the PC 01.11.02Identify how to lift Safely 01.11.03Identify ladder Safety Segment 2 - Computer Repair Technician Information Technology I 02 Computer Repair Technician 02.01 CONNECT DIFFERENT HARDWARE COMPONENTS 02.01.01Identify elements of a computer 02.01.02Identify functions that computers perform 02.01.03Identify componentization and standardization 02.01.04Identify different types of ports and connectors 02.01.05Connect common peripherals to standard ports 02.02 DEMONSTRATE CONFIGURING DIFFERENT COMPONENTS OF THE OPERATING SYSTEM Page 2 of 12
02.02.01Identify actions performed by operating systems 02.02.02Identify different parts of an operating system 02.02.03Identify different operating systems 02.02.04Demonstrate configuring different components of the operating system 02.03 IDENTIFY APPROPRIATE PROTECTION AND SAFETY PROCEDURES 02.03.01Identify recommendations to provide for the personal safety of others 02.03.02Identify awareness of hazardous issues 02.03.03Identify measures to protect against electrostatic discharge (ESD) 02.03.04Identify proper disposal of equipment and hazardous chemicals 02.04 DESCRIBE APPROPRIATE PROFESSIONALISM 02.04.01Describe creating good first impresions 02.04.02Describe utilizing good communication skills 02.04.03Describe dealing with customers in a respectful manner 02.04.04Describe incident response 02.04.05Describe investigations 02.04.06Describe procedures for collecting and analyzing computer evidence 02.05 IDENTIFY COMMON PC TOOLS 02.05.01Identify common PC tools 02.06 DEMONSTRATE PC MAINTENANCE 02.06.01Identify how to create a proper PC environment 02.06.02Demonstrate cleaning a PC 02.06.03Identify tips for maintaining a PC 02.06.04Identify different power conditions 02.06.05Identify different devices to prevent power problems 02.06.06Demonstrate connecting and configureing a UPS 02.07 DEMONSTRATE COMMON TROUBLESHOOTING TECHNIQUES 02.07.01Demonstrate a systematic approach to problem solving 02.08 IDENTIFY COMMON CASES AND FORM FACTORS 02.08.01Identify common motherboard types 02.08.02Identify common system cases 02.09 TEST POWER SUPPLY FUNCTIONALITY 02.09.01Identify power supply connectors 02.09.02Select the appropriate power supply based on power output, number of connectors, and connector types 02.09.03Test the functionality of a power supply 02.10 INSTALL APPROPRIATE MOTHERBOARD AND BUSSES 02.10.01Identify common expansion cards and slots 02.10.02Select appropriate expansion cards based on bus type 02.10.03Install expansion cards 02.10.04Connect header devices and system case connectors to motherboard 02.11 INSTALL A PROCESSOR 02.11.01Select an appropraite processor to meet end-user requirements 02.11.02Install a CPU in a mohterboard using a thermal pad or paste, a heat sink and fan, and power connectors 02.11.03Verify proper installation of the processor 02.12 INSTALL MEMORY MODULES 02.12.01Identify different types of RAM 02.12.02Identify different RAM standards 02.12.03Identify generic form factor labels 02.12.04Identify RAM characteristics 02.12.05Compare different types of RAM 02.12.06Identify issues when installing memory Page 3 of 12
02.12.07Install memory modules 02.13 CONFIGURE BIOS 02.13.01Identify common elements of the BIOS 02.13.02Describe the purpose of the BIOS 02.13.03Demonstrate configuring common BIOS settings 02.14 IDENTIFY APPROPRIATE EXPANSION BUSSES AND CARDS 02.14.01Identify expansion busses and cards 02.15 INSTALL AND CONFIGURE APPROPRIATE VIDEO CARD 02.15.01Identify video connectors and cables 02.15.02Select an approriate video card 02.15.03Install a video card 02.15.04Connect one or more monitors to an installed video card 02.15.05Configure display and video adapter settings 02.16 INSTALL AND CONFIGURE APPROPRIATE SOUND CARD 02.16.01Identify audio connectors and cables 02.16.02Select an appropriate sound card 02.16.03Install a sound card 02.16.04Connect external audio equipment to sound card audio connectors 02.17 IDENTIFY COOLING 02.17.01Identify different cooling methods 02.18 INSTALL AND CONFIGURE PERIPHERAL DEVICES 02.18.01Identify peripheral device connectors and cables 02.18.02Connect external peripherals using the appropriate cables and connectors 02.18.03Configure peripheral device settings in the BIOS 02.18.04Install, update, and roll back drivers for external devices 02.18.05Enable, disable, and uninstall devices using Device Manager 02.18.06Prepapre devices for safe removal 02.19 INSTALL SERIAL, PARALLEL, AND PS/2 DEVICES 02.19.01Identify Serial, Parallel, and PS/2 connectors and cables 02.19.02Install external devices using the appropriate cables and connectors 02.19.03Prepare devices for safe removal 02.20 INSTALL USB DEVICES 02.20.01Identify typical USB ports and cables 02.20.02Connect common USB devices using appropriate connectors and cable 02.20.03Install drivers for USB devices 02.20.04Prepare USB devices for safe removal in Windows 02.21 INSTALL FIREWALL DEVICES 02.21.01Identify common Firewire ports and cables 02.21.02Connect common Firewire devices using appropriate connectors and cables 02.21.03Install drivers for Firewire devices 02.21.04Prepare Firewire devices for safe removal in Windows 02.22 INSTALL DISPLAY DEVICES 02.22.01Compare and contrast various connection interfaces 02.22.02Evaluate types and features of display devices 02.22.03Install display devices to an installed video card 02.22.04Configure display and video adapter settings in Windows 02.23 DEMONSTRATE CONFIGURING DEVICE INSTALLATION 02.23.01Install device drivers using Windows and drivers available on disc 02.23.02Verify device drivers using Device Manager 02.23.03Configure Windows to update drivers using Windows Updates 02.23.04Demonstrate configuring driver signing behavior in Windows 02.24 IDENTIFY STORAGE DEVICES Page 4 of 12
02.24.01Identify common storage devices and their data connectors, power connectors, and cables 02.25 INSTALL AND CONFIGURE FLOPPY DRIVERS 02.25.01Identify pin 1 on a floppy ribbon 02.25.02Configure floppy drives as A or B 02.25.03Install and configure a floppy drive 02.26 INSTALL PARALLEL ATA (IDE) 02.26.01Identify pin 1 on a parallel ATA ribbon 02.26.02Identify parallel ATA hard drive speeds 02.26.03Install common parallel ATA devices 02.26.04Configure BIOS settings for parallel ATA storage devices 02.27 INSTALL SERIAL ATA 02.27.01Identify serial ATA standards 02.27.02Identify serial ATA modes 02.27.03Install common serial ATA devices 02.27.04Configure BIOS settings for serial ATA storage devices 02.28 INSTALL SCSI 02.28.01Identify SCSI termination 02.28.02Install common SCSI devices 02.29 IDENTIFY OPTICAL MEDIA 02.29.01Identify Compact Disc (CD) formats 02.29.02Identify Digital Video Disc (DVD) basics 02.29.03Identify Blu-Ray Disc (BD) basics 02.29.04Identify precautions to protect discs 02.30 DEMONSTRATE CONFIGURING FILE SYSTEM 02.30.01Identify main components of a file system 02.30.02Differentiate between Basic and Dynamic disks 02.30.03Differentiate between FAT32 and NTFS 02.30.04Demonstrate converting a file system to NTFS 02.30.05Demonstrate reformatting a partition as FAT32 02.31 DEMONSTRATE CONFIGURING RAID 02.31.01Identify common RAID levels 02.31.02Differentiate between hardware, software, and operating system RAID methods 02.31.03Configure RAID using hardware, software, and operating system RAID methods 02.32 DEMONSTRATE ADDING STORAGE 02.32.01Demonstrate the use of Disk Management to configure the drive 02.32.02Demonstrate the use of Disk Management to add space to an existing drive 02.32.03Demonstrate mounting a partition to a folder 02.33 DEMONSTRATE DISK OPTIMIZATION 02.33.01Identify common methods to optimize hard disk performance 02.33.02Identify common methods to clean up a hard disk 02.33.03Demonstrate the use of common Windows utilities 02.34 IDENTIFY NETWORKING OVERVIEW 02.34.01Identify components of a network 02.34.02Identify Peer-to-Peer and Client/Server networks 02.34.03Identify physical and logical topologies 02.35 DEMONSTRATE CONFIGURING NETWORK HARDWARE 02.35.01Identify common hardware devices used on a network 02.35.02Compare network devices and their functions and features 02.35.03Configure Windows networking on a client/desktop 02.36 IDENTIFY NETWORKING MEDIA 02.36.01Identify coaxial cables and connectors 02.36.02Identify twisted pair cables and connectors Page 5 of 12
02.36.03Identify fiber optic cables and connectors 02.37 DEMONSTRATE CONFIGURING ETHERNET 02.37.01Identify components used to create an Ethernet network 02.37.02Identify Ethernet standards 02.37.03Configure a wired, wireless, and dialup connection in Windows 02.38 EXPLAIN NETWORK ADDRESSING 02.38.01Explain properties and characteristics of a MAC address 02.38.02Explain properties and characteristics of TCP/IP 02.39 DEMONSTRATE CONFIGURING IP 02.39.01View network connection status 02.39.02Configure basic IP settings 02.40 DESCRIBE IP VERSION 6 02.40.01Identify reasons for the new addressing 02.40.02Identify size and format of the new addresses 02.40.03Describe parts of the 128-bit address 02.41 DEMONSTRATE PROTOCOLS 02.41.01Describe common TCP adn UDP ports, protocols, and their purpose 02.41.02Demonstrate use of common TCP and UDP ports, and protocols 02.42 DEMONSTRATE CONFIGURING 802.11 WIRELESS 02.42.01Compare and contrast wireless networking standards adn encryption types 02.42.02Configure Windows networking on a client/desktop 02.43 DEMONSTRATE CONFIGURING INFRARED AND BLUETOOTH 02.43.01Compare and contrast speeds, distances, and frequencies of Bluetooth, IR, and RF 02.43.02Configure a Windows device to be discoverable for Bluetooth connections 02.43.03Create a pairing between two Bluetooth devices 02.43.04Configure synchronization and service settings for Bluetooth devices 02.44 DEMONSTRATE CONFIGURING INTERNET CONNECTIVITY 02.44.01Compare and contrast Internet connection types and features 02.44.02Select necessary connective hardware for an Internet connection 02.44.03Configure a wired, wireless, or dialup Internet connection in Windows 02.45 DEMONSTRATING CONFIGURING SOHO 02.45.01Identify the role of a SOHO network 02.45.02Identify devices used in a typical SOHO network 02.45.03Define general steps to configure an access point or router to provide an Internet connection 02.45.04Configure a SOHO wireless/wired router 02.46 EMPLOY NETWORK UTILITIES 02.46.01Identify common network utilities 02.46.02Troubleshoot wired and wireless networks with appropriate tools 02.46.03Employ appropriate command line tools 02.47 DEMONSTRATE CONFIGURING HOMEGROUP 02.47.01Join an existing HomeGroup 02.47.02Share resources with a HomeGroup 02.47.03Configure a HomeGroup 02.48 INSTALL PRINTERS 02.48.01Identify the differences between the various printer types. Summarize the associated imaging process of a printer. 02.48.02Select and install a printer 02.49 DEMONSTRATE PRINTER CONFIGURATION 02.49.01Demonstrate using Windows utilities to configure printing 02.50 DEMONSTRATE CONFIGURING NETWORK PRINTING 02.50.01Identify components of network printing 02.50.02Identify steps to configure a printer attached to a Windows computer as a network printer Page 6 of 12
02.50.03Demonstrate sharing a local printer as a network printer 02.50.04Configure a workstation to point to a network print device 02.51 DEMONSTRATE CONFIGURING PRINTER MANAGEMENT 02.51.01Configure printer properties including printer name, location, availability, and driver 02.51.02Configure printer permissions 02.51.03Configure printer server properties 02.51.04Configure Print Spooler serivces 02.52 DESCRIBE PRINTER MAINTENANCE 02.52.01Identify printer maintenance kits 02.52.02Describe common printer maintenance for laser, thermal, impact and inkjet 02.53 DESCRIBE NOTEBOOK FEATURES AND PERIPHERALS 02.53.01Identify notebook external components 02.53.02Compare and contrast laptop features 02.53.03Add peripheral devices to notebook computers using US, PCMCIA, and ExpressCard slots 02.54 TROUBLESHOOT NOTEBOOK COMPONENTS 02.54.01Compare and contrast the components with the display of a laptop 02.54.02Install and configure laptop hardware and components 02.54.03Troubleshoot problmes with notebook components 02.55 CREATE NOTEBOOK POWER MANAGEMENT SCHEME 02.55.01Define teh role of power schemes to manage power for the system 02.55.02Describe issues involved with power settings 02.55.03Define ACPI power states 02.55.04Configure the active power scheme used by a computer 02.55.05Create, modify, and save power schemes 02.56 CONFIGURE MOBILE DEVICES 02.56.01Describe the basic features of mobile operating systems 02.56.02Describe basic network connectivity for mobile devices 02.56.03Compare and contrast hardware 02.56.04Demonstrate connecting a mobile device to a wireless network 02.56.05Demonstrate securing a mobile device 02.57 DEMONSTRATE USING WINDOWS SYSTEM TOOLS 02.57.01Identify common Windows system tools 02.57.02Demonstrate using system tools to view current performance statistics 02.57.03Demonstrate using system tools to view configuration information 02.57.04Demonstrate viewing and editing registry settings 02.58 CONFIGURE COMMON WINDOWS PERFORMANCE AND SETTINGS 02.58.01Describe the performance base score for a computer 02.58.02Demonstrate adding or removing gadgets from the sidebar 02.58.03Demonstate adding or removing file locations for indexing 02.58.04Configure locales, regional settings, and alternate input languages 02.59 DEMONSTRATE PERFORMANCE MONITORING 02.59.01Demonstrate monitoring system performance using Task Manager and Performance Manager 02.60 CREATE USERS AND GROUPS 02.60.01Identify Windows default groups 02.60.02Describe User Account Control (UAC) 02.60.03Configure settings for UAC in Windows 7 02.60.04Create limited and administrator users 02.60.05Create groups and modify group membership 02.61 DEMONSTRATE CONFIGURING REMOTE SERVICES 02.61.01Differentiate between Remote Desktop and Remote Assistance 02.61.02Configure a host computer t accept Remote Desktop connections Page 7 of 12
02.61.03Configure Windows Firewall to allow a Remote Desktop port 02.61.04Configure a guest Remote Desktop connection 02.62 DEMONSTRATE RUNNING APPLICATIONS 02.62.01Identify applications for a 32 and a 64-bit operating system 02.62.02Identify applications that may be installed in default directories 02.62.03Identify possible solutions when an application will not run 02.62.04Demonstrate running an application as an administrator 02.63 DEMONSTRATING CONFIGURING UPDATES 02.63.01Describe the role of updates 02.63.02Describe the differences between Hotfix and Service pack (SP) 02.63.03Describe the role of Windows Update 02.63.04Configure updating non-microsoft applications 02.63.05Configure updating hardware devices 02.63.06Configure Windows update settings 02.64 DEMONSTRATE SYSTEM PROTECTION 02.64.01Identify types of data that backups distinguish 02.64.02Iddentify tools to protect Windows systems 02.64.03Describe different recommendations for backing up, scheduling, and storing backup media 02.64.04Demonstrate creating a system image 02.64.05Demonstrate scheduling automatic backups of user data 02.64.06Demonstrate creating Restore Points 02.65 DEMONSTRATE CONFIGURING VIRTUAL MEMORY 02.65.01Identify the role of the Virtual Memory Manager (VMM) 02.65.02Define the steps VMM uses to manage applications 02.65.03Check memory usage in Task Manager 02.65.04Create a swap file 02.65.05Configure virtual memory settings 02.66 EVALUATE COMPONENT SELECTION 02.66.01Analyze user's needs 02.66.02Evaluate and select appropriate comonpents for a custom configuration 02.67 CONFIGURE WINDOWS PRE-INSTALLATION 02.67.01Identify system characteristics used to select an operating system 02.67.02Configure the Upgrade Advisor to verify system compatibility when upgrading windows 02.68 INSTALL WINDOWS 02.68.01Identify steps to install Windows from the installation disc (CD or DVD) 02.68.02Identify alternative methods to install Windows 02.68.03Create a RAID array prior to installing the operating system 02.68.04Change the boot order of devices in the BIOS 02.68.05Install Windows 02.69 DEMONSTRATE CONFIGURING POST INSTALLATION 02.69.01Edit the CMOS settngs to modify the boot order 02.69.02Update device drivers 02.69.03Configure security software 02.69.04Demonstrate migrating user settings and data using the Easy Transfer wizard and USMT 02.70 DEMONSTRATE CONFIGURING VIRTUALIZATION 02.70.01Identify components included in virtualization 02.70.02Identify types of virtualization 02.70.03Identify security benefits and issues when using virtualization 02.70.04Demonstrate creating and running a virtual machine 02.71 DESCRIBE FILE LOCATIONS 02.71.01Identify default file locations for various system files in Windows 02.71.02Identify which directory is identified by the %systemroot% variable Page 8 of 12
02.71.03Describe the role of libraries in Windows 02.72 DESCRIBE MANAGING FILES 02.72.01Describe what a file extension identifies 02.72.02Describe types of filename systems 02.72.03Identify file types and their extensions 02.72.04Demonstrate modifying common NTFS file attributes 02.72.05Demonstrate using common file management commands 02.73 DEMONSTRATE NTFS PERMISSIONS 02.73.01Demonstrate NTFS permissions for folders and files 02.73.02Demonstrate how file ownership affects access and assigning permissions 02.73.03Demonstrate copying or moving files with NTFS permissions 02.73.04Demonstrate changing folder and file ownership 02.74 DEMONSTRATE SHARING FOLDERS 02.74.01Identify ways to share files 02.74.02Compare share permissions of different Windows versions 02.74.03Share a folder 02.74.04Map a drive to a shared folder 02.75 DEMONSTRATE USING OFFLINE FILES 02.75.01Demonstrate making shared files available for offline users 02.75.02Demonstrate synchronizing offline files 02.76 DEMONSTRATE BEST PRACTICES 02.76.01Describe security best practices 02.76.02Define a strong password 02.76.03Demonstrate implementing security best practices 02.77 DEMONSTRATE PHYSICAL SECURITY 02.77.01Identify methods to physically secure a computer system 02.77.02Demonstrate wiping data from a hard disk 02.77.03Configure a screen saver and a password to lock Windows 02.77.04Identify common physical pervention methods 02.78 APPLY COMMON SOCIAL ENGINEERING METHODS 02.78.01Compare and contrast common social enginering attacks 02.78.02Apply common social engineering prevention methods 02.79 DEMONSTRATE BIOS SECURITY 02.79.01Compare and contrast common BIOS security-related features 02.79.02Configure BIOS passwords and settings 02.79.03Demonstrate enabling and resetting chassis intrustion detection 02.80 INSTALL MALWARE PROTECTION 02.80.01Identify common malware 02.80.02Identify actions to recover from malware 02.80.03Install and configure malware protection software 02.81 DEMONSTRATE CONFIGURING AUTHENTICATION 02.81.01Identify authentication credientials 02.81.02Identify categories of authentication factors 02.81.03Demonstrate configuring passwords and local account security policy settings 02.82 DEMONSTRATE CONFIGURING ENCRYPTION 02.82.01Identify types of encryption 02.82.02Demonstrate configuring file encryption and add authorized users 02.83 DEMONSTRATE NETWORK SECURITY 02.83.01Describe how to physically secure a wired or wireless network 02.83.02Demonstrate security a wired or wireless network 02.84 DEMONSTRATE CONFIGURING FIREWALLS 02.84.01Identify types of firewalls Page 9 of 12
02.84.02Describe filtering rules to allow and block traffic 02.84.03Identify port numbers for common network protocols 02.84.04Demonstrate configuring a network-based firewall using port forwarding 02.84.05Demonstrate configuring a network-based firewall using port triggering 02.85 DEMONSTRATE CONFIGURING PROXY SERVERS 02.85.01Identify the function of a proxy 02.85.02Identify types of restrictions a proxy server use to restrict Internet traffic 02.85.03Demonstrate configuring Internet Explorer to use a proxy server 02.86 DEMONSTRATE MOTHERBOARD, RAM, AND CPU TROUBLESHOOTING TECHNIQUES 02.86.01Describe symptoms of a failed or failing CPU 02.86.02Describe symptoms of a computer needing additional memory 02.86.03Demonstrate troubleshooting system power issues 02.86.04Demonstrate troubleshooting memory errors 02.86.05Demonstrate troubleshooting overheating issues 02.86.06Demonstrate troubleshooting device errors 02.87 DEMONSTRATE STORAGE TROUBLESHOOTING 02.87.01Describe resources an expert troubleshooter uses 02.87.02Describe resolutions of a hard disk issues 02.87.03Demonstrate troubleshooting boot failures 02.87.04Demonstrate troubleshooting problems with storage device boot priority in the BIOS 02.87.05Demonstrate troubleshooting floppy disk issues 02.87.06Demonstrate troubleshooting SATA and PATA drive issues 02.88 DEMONSTRATE VIDEO TROUBLESHOOTING 02.88.01Describe common video problems 02.88.02Demonstrate troubleshooting monitors with no display 02.88.03Demonstrate troubleshooting monitors displaying in VGA mode 02.88.04Demonstrate troubleshooting thermal shutdown 02.88.05Determine the native resolution for an LCD monitor 02.88.06Demonstrate troubleshooting backlight issues on LCD monitors 02.88.07Demonstrate troubleshooting, fixing dead or stuck pixels on an LCD monitor 02.89 DEMONSTRATE NETWORK TROUBLESHOOTING 02.89.01Identify steps to resolve network problems 02.89.02Identify troubleshooting network communication steps 02.89.03Demonstrate troubleshooting IP address conflicts 02.89.04Demonstrate troubleshooting DHCP client issues 02.90 DEMONSTRATE OPERATING SYSTEM TROUBLESHOOTING 02.90.01Identify guidelines for troubleshooting common application issues 02.90.02Identify various Windows boot processes for troubleshooting the stages of the startup process 02.90.03Demonstrate troubleshooting failure to boot 02.90.04Demonstrate troubleshooting services and devices that fail to start on boot 02.90.05Demonstrate troubleshooting system crashes 02.91 DEMONSTRATE USING WINDOWS RECOVERY 02.91.01Identify basic troubleshooting techniques prior to employing recovery tools 02.91.02Identify recovery tools 02.91.03Identify methods to recover lost data files 02.91.04Demonstrate booting usign the installation disc and automatic recovery options to repair an installation 02.91.05Demonstrate restoring the system to a restore point 02.91.06Demonstrate restoring user data using previous versions and the backup 02.91.07Demonstrate restoring a system using a system image Page 10 of 12
02.92 DEMONSTRATE FIXING SYSTEM ERRORS 02.92.01Identify causes of errors, lockup and sytem crashes 02.92.02Identify startup modes 02.92.03Identify common startup errors 02.92.04Demonstrate diagnosing and correcting system power errors 02.92.05Demonstrate diagnosing and correcting system component errors 02.92.06Demonstrate customizing the system loads to correct problems 02.93 DEMONSTRATE SECURITY TROUBLESHOOTING 02.93.01Identify preventive measures 02.93.02Identify security threats 02.93.03Identify systems of malware 02.93.04Identify rouge anti-virus exploits 02.93.05Demonstrate employing preventive measures to reduce security incidents 02.93.06Demonstrate using correct procedures for removing malware from a computer system 02.93.07Demonstrate troubleshooting common security issues utilizing appropriate tools and best practices 02.94 DEMONSTRATE NOTEBOOK TROUBLESHOOTING 02.94.01Identify troubleshooting guidelines for components of laptop comuters 02.94.02Locate service manuals for notebook systems 02.94.03Demonstrate troubleshooting power issues on notebook systems 02.94.04Demonstrate troubleshooting video issues 02.94.05Demonstrate troubleshooting malfunctioning notebook components 02.95 DEMONSTRATE PRINTER TROUBLESHOOTING 02.95.01Identify printer troubleshooting techniques 02.95.02Demonstrate troubleshooting and resolving common printer errors with appropriate tools 02.96 DEMONSTRATE DEVICE TROUBLESHOOTING 02.96.01Identify proper installation procedures 02.96.02Identify elements to check when the device is not working properly 02.96.03Identify strategies when installing a new device leads to system instability 02.96.04Demonstrate updating and rolling back a device driver 02.96.05Demonstrate enabling and disabling devices in Device Manager 02.96.06Demonstreate using Last Known Good Configuration, Safe Mode, and restore points 02.96.07Demonstrate updating hardward device firmware Segment 3 - Help Desk Information Technology II 03 Help Desk 03.01 REMOVING WINDOWS-BASED VIRUSES 03.01.01Identify Windows based-viruses 03.01.02Identify software used to remove Windows-based viruses 03.01.03Identify the steps to remove Windows-based viruses 03.01.04Remove Windows based viruses 03.02 OPTIMIZING WINDOWS-BASED OPERATING SYSTEMS 03.02.01Identify settings to optimize Windows-based Operating Systems 03.02.02Identify the psteps to optimize Windows-based Operating Systems 03.02.03Optimize Windows-based Operating Systems 03.03 REPAIRING WINDOWS-BASED OPERATING SYSTEMS 03.03.01Identify problems with Windows-based Operating Systems 03.03.02Identify solutions to repair Windows-based Operating Systems 03.03.03Repair Windows-based Operating Systems Page 11 of 12
03.04 REPAIRING PC-BASED HARDWARE PROBLEMS 03.04.01Identify PC-based hardware problems 03.04.02Identify solutions to repair PC-based hardware problems 03.04.03Repair PC based hardware problems 03.05 INSTALLING WINDOWS-BASED OPERATING SYSTEMS 03.05.01Identify the steps to install a Windows-based Operating System 03.05.02Install Windows-based Operating Systems 03.05.03Install all necessary Windows-based Operating System drivers 03.05.04Install all necessary Windows-based Operating System updates 03.06 CREATING BACKUPS OF WINDOWSPBASED OPERATING SYSTEMS 03.06.01Identify the steps to backup Windows-based Operating Systems 03.06.02Identify the steps to backup Windows based Operating Systems manually 03.06.03Create a full backup image of a Windows-based Operating System 03.06.04Create a manual backup of a Windows-based Operating System 03.07 USING POINT-OF-SALE SYSTEM 03.07.01Identify the steps to create a Work Order 03.07.02Identify the steps to modify a Work Order 03.07.03Identify the steps to complete a Work Order 03.07.04Identify the steps to properly handle money and give correct change 03.07.05Create a Work Order using point of sale system 03.07.06Modify a Work Order using point of sale system 03.07.07Complete a Work Order and a sales transaction using point of sale system 03.07.08Demonstrate accurate money handling 03.08 COMMUNICATING WITH CUSTOMERS 03.08.01Identify the steps to greet customers in person 03.08.02Identify the steps to greet customers over the phone 03.08.03Identify the steps to create and reply to professional emails 03.08.04Create and reply to e-mails 03.08.05Communicate with customers in person 03.08.06Communicate with customers over the phone Page 12 of 12