CompTIA A+ 2006 Remote Support Technician

Target Audience: Computer technicians who have accumulated 500 hours hand-on experience in a lab or in the field and, ideally, have completed the A+ Essentials exam (220-601).

Expected Duration
10 Hours

Module 1 - Adding, Optimizing, and Troubleshooting PC Components

To add, configure, optimize, and troubleshoot PC components.

• identify how to add, remove, and configure display and input devices and adapter cards.
• identify troubleshooting techniques and how to isolate issues with PC components.
• use troubleshooting to identify problems with PC components and perform preventive maintenance techniques for storage devices.
• troubleshoot PC components in a given scenario.

Module 2 - Understanding and Supporting Networks

To understand network protocols and connectivity technologies and to establish and troubleshoot a network connection.

• identify the characteristics of networking and Internet protocols.
• recognize which network connectivity technology to use in given scenarios and establish a network connection.
• recognize networking protocols and technologies for establishing connectivity in given scenarios and establish a network connection.
• identify how to troubleshoot basic network issues using appropriate tools, diagnostic procedures and techniques.
• troubleshoot a network connection in a given scenario.

Module 3 - Managing Operating Systems

To understand how to manage, optimize, and prevent future problems with operating systems.

• identify the function of command-line functions and utilities for managing operating systems.
• identify procedures for creating, viewing, and managing operating system disks, directories and files.
• use disk, system, and file management tools in given scenarios.
• recognize procedures and utilities for maximizing operating system performance in given scenarios.
• manage and optimize an operating system.
• recognize how to resolve operational problems using diagnostic utilities.
• recognize how to troubleshoot common operational problems and error messages in given scenarios.
• identify how to perform preventive maintenance on Windows operating systems.
• resolve operational problems in a given scenario.

Module 4 - Adding and Fixing Printers and Scanners

To recognize how to install and troubleshoot printers and scanners.

• identify printing and scanning processes.
• install, configure, and optimize printers and scanners in given scenarios.
• install and optimize a printer in a given scenario.
• identify the tools and procedures for troubleshooting printers and scanners.
• troubleshoot laser printers in a given scenario.

Module 5 - Implementing IT Security

To understand basic security principles and security software and how to troubleshoot security issues.

• identify the characteristics of access control and permissions.
• install and configure hardware, software, wireless, and data security.
• install and configure software and data security in given scenarios.
• recognize how to diagnose and troubleshoot software and data security issues in given scenarios.
• resolve security issues in a given scenario.
• identify how to prevent social engineering breaches.

Module 6 - Using Effective Remote Communication

To recognize the importance of effective communication and professional workplace behavior.

• recognize guidelines for effective remote communication.
• recognize how to respond to given workplace scenarios in a professional manner.
• recognize how to communicate effectively and display professional workplace behavior.