Microsoft Course 2261: Supporting Users Running the Microsoft Windows XP Operating System
Course length: 3-days

Audience

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows have basic navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

At Course Completion

After completing this course, students will be able to:

Prerequisites

Before attending this course, students must have:

Microsoft Certified Professional Exams
This course will help the student prepare for the following Microsoft Certified Professional exam:

This module introduces the role of the Desktop Support Technician (DST) and the role of the DST within the Microsoft Operations Framework (MOF).

Lessons

• Examining the Desktop Support Technician Role

• The Windows Desktop Support Environment

• Interacting with Users

After completing this module, students will be able to:

• Describe the role and general responsibilities of a DST.

• Describe MOF and the role of the DST within MOF.

• Successfully interact with users.

Module 2: Exploring and Configuring the Windows XP User Interface

This module explains the major features and functions of the Windows XP user interface.

Lessons

• Exploring and Configuring the Windows XP Desktop Environment

• Examining Control Panel Organizational Views

Lab: Exploring and Configuring the Windows XP User Interface

• Exercise 1: Customizing the Desktop and Toolbars

• Exercise 2: Customizing Control Panel and Folder View Appearance

After completing this module, students will be able to:

• Describe the major features and functions of Windows XP Professional and Windows XP Home Edition and customize various settings on the Windows XP desktop, such as the Start menu and taskbar.

• Describe the differences between Category View and Classic View and how to switch between the two views in Control Panel.

Module 3: Resolving Desktop Management Issues

After completing this module, students will be able to identify and resolve desktop management issues.

Lessons

• Desktop Management Concepts

• Troubleshooting User Logon Issues

• Troubleshooting User Configuration Issues

• Troubleshooting Security Issues

• Troubleshooting System Performance

Lab: Resolving Desktop Management Issues

• Exercise 1: Troubleshooting Domain Logon Issues

• Exercise 2: Troubleshooting a User Profile Issue

• Exercise 3: Troubleshooting Multilingual Issues

After completing this module, students will be able to:

• Understand the basic concepts necessary for resolving desktop management issues in the Windows XP Professional and Windows XP Home Edition environments.

• Troubleshoot user logon issues.

• Troubleshoot user configuration issues.

• Troubleshoot security issues.

• Troubleshoot system performance.

Module 4: Resolving Network Connectivity Issues

After completing this module, students will be able to identify and resolve network connectivity issues.

Lessons

• Managing Computer Addressing Issues

• Troubleshooting Name Resolution Issues

• Troubleshooting Remote Network Connectivity Issues

Lab: Resolving Network Connectivity Issues

• Exercise 1: Troubleshooting TCP/IP Connections

• Exercise 2: Troubleshooting a Name Resolution Issue

After completing this module, students will be able to:

• Manage computer addressing issues.

• Troubleshoot network connection issues.

• Troubleshoot remote network connection issues.

Module 5: Resolving Hardware Issues

After completing this module, students will be able to identify and resolve hardware issues.

Lessons

• Managing Drivers

• Troubleshooting Drivers by Using Safe Mode

• Troubleshooting Storage Devices

• Troubleshooting Display Devices

• Troubleshooting I/O Devices

• Troubleshooting ACPI

Lab: Resolving Hardware Issues

After completing this module, students will be able to:

• Manage drivers.

• Troubleshoot drivers by using safe mode.

• Troubleshoot storage devices.

• Troubleshoot display devices.

• Troubleshoot input and output (I/O) devices.

• Troubleshoot Advanced Configuration and Power Interface (ACPI) issues.

Module 6: Resolving File and Folder Issues

After completing this module, students will be able to identify and resolve file and folder issues.

Lessons

• Managing Files and Folders

• Troubleshooting Access to Files and Folders

• Troubleshooting Access to Shared Files and Folders

• Troubleshooting Access to Offline Files

Lab: Resolving File and Folder Issues

• Exercise 1: Troubleshooting File and Folder Issues

• Exercise 2: Troubleshooting Access to Shared Files and Folders

After completing this module, students will be able to:

• Manage files and folders.

• Troubleshoot access to files and folders.

• Troubleshoot access to shared files and folders.

• Troubleshoot access to offline files.

Module 7: Resolving Printer Issues

After completing this module, students will be able to identify and resolve printer issues.

Lessons

• Installing Local and Network Printers

• Troubleshooting Printer Drivers

• Troubleshooting Printers and Print Jobs

Lab: Resolving Printer Issues

• Exercise 1: Applying Printer Permissions

• Exercise 2: Troubleshooting Print Job Issues

After completing this module, students will be able to:

• Install local and network printers.

• Troubleshoot issues with printer drivers.

• Troubleshoot issues with printers and print jobs.

Module 8: Resolving Installation Issues

After completing this module, students will be able to identify and resolve installation issues.

Lessons

• Pre-Installation Tasks

• Troubleshooting an Attended Installation

• Troubleshooting an Upgrade

• Troubleshooting an Unattended Installation

• Troubleshooting the Boot Process

Lab: Resolving Installation Issues

• Exercise 1: Creating and Formatting a Partition for an Operating System Installation

• Exercise 2: Troubleshooting the Boot Process

After completing this module, students will be able to:

• Describe the tasks that must be performed on a computer before installing an operating system.

• Troubleshoot an attended installation.

• Troubleshoot an upgrade to an existing operating system.

• Troubleshoot an unattended installation.

• Troubleshoot the boot process.

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