Microsoft Certified Desktop Support Technician (MCDST)
Overview
The Microsoft Certified Desktop Support Technician (MCDST) certification is an entry-level certification that provides you with the skills to successfully support end-users and to successfully troubleshoot desktop environments running on the Microsoft Windows operating system.
The MCDST is ideal for people that are new to IT and are looking to become a technical support representative. Once you complete the course, you will have a good understanding of how to install, configure and troubleshoot Windows XP, hardware and network connectivity issues.
To help prepare for the exams, we provide you with all the required resources including the online self-paced courses, access to an Exam Coach to help plan your study and answer course related questions, access to live servers to practice your skills, and an online reference library of eBooks (includes Microsoft Press and SAMS Books) and how-to articles.
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Our Quality Guarantee
Our courses are of the highest quality – In fact we partnered with Microsoft to develop them. Not only are they Microsoft authorised, Microsoft uses them in their own internal training – the ultimate seal of approval!
Who is this course aimed at?
- Technical support representatives
What’s included?
- Online self-paced courses,
- vLab virtual labs
- Exam Coach and Mentoring
- Online Reference Library
- Discussion Forum
Required Exams
| Exam 70-271 |
Supporting Users and Troubleshooting a Microsoft Windows XP Operating System |
| Exam 70-272 |
Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System |
Course Outline
Exam 70-271
- Introduction to the Desktop Support Technician Role and Environment
- Examining the Desktop Support Technician Role
- Examining the Desktop Support Environment
- Interacting with Users
- Exploring and Configuring the Windows XP User Interface
- Exploring and Configuring the Windows XP Desktop Environment
- Examining Control Panel Organizational Views
- Resolving Desktop Management Issues
- Computer Environment Concepts
- User Account Concepts
- Troubleshooting User Logon Issues
- Configuring and Migrating Files, Folders, and Settings
- Troubleshooting User Configuration Issues
- Troubleshooting Security Issues
- Protecting a Computer on the Internet
- Troubleshooting System Performance
- Resolving Network Connectivity Issues
- Introduction to TCP/IP
- Managing Computer Addressing
- Troubleshooting Network Connectivity Issues
- Troubleshooting Name Resolution Issues
- Establishing Remote Network Connections
- Troubleshooting Remote Connection Issues
- Resolving Hardware Issues
- Managing Drivers
- Troubleshooting Drivers by Using Safe Mode
- Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting I/O Devices
- Troubleshooting ACPI
- Resolving File and Folder Issues
- Managing Files and Folders
- Managing File and Folder Compression
- Managing File and Folder Encryption
- Troubleshooting Access to Shared Files and Folders
- Troubleshooting Access to Offline Files
- Resolving Printer Issues
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
- Resolving Installation Issues
- Pre-Installation Tasks
- Updating Installations
- Troubleshooting an Attended Installation
- Troubleshooting an Upgrade
- Troubleshooting an Unattended Installation
- Troubleshooting the Boot Process
Exam 70-272
- Introduction to Supporting Users Running Applications on Windows XP
- Overview of Desktop Application Support
- The Windows System Architecture and Desktop Application Support
- Troubleshooting Application Installation Issues
- Lab: Introduction to Supporting Users Running Applications on Windows XP
- Troubleshooting Desktop Application Support Issues
- Troubleshooting Win32 Applications
- Troubleshooting Security Issues Related to Applications
- Protecting Against Virus Attacks
- Troubleshooting Application Compatibility Issues
- Troubleshooting MS-DOS-Based and Win16 Applications
- Troubleshooting Issues Related to Internet Explorer
- Configuring and Troubleshooting General Settings
- Configuring and Troubleshooting Security and Privacy Settings
- Configuring and Troubleshooting Content Settings
- Configuring and Troubleshooting Connectivity Settings
- Configuring and Troubleshooting Program Settings
- Customizing Internet Explorer
- Troubleshooting Issues Related to Outlook
- Configuring Outlook to Use Exchange Server
- Configuring Outlook Data
- Configuring Outlook for Internet E-Mail
- Troubleshooting Outlook
- Troubleshooting Issues Related to Office
- Configuring and Troubleshooting an Office Installation
- Configuring Office Security
- Configuring Office Recoverability
- Configuring Office Language Features
- Troubleshooting Issues Related to Outlook Express
- Configuring Outlook Express for E-Mail
- Importing and Exporting Outlook Express Data
- Configuring Outlook Express for Newsgroups
