Technical Help Desk

Test Outline

                   

Computer Systems
Hardware and Site Preparation
Networking
OS Software
Software Applications
Configuring PC Peripherals
External Hard Drives, NAS, and SANs
Printers and Other External Peripherals
Smartphones and Tablets
USB and HDMI Standards and Devices
Hardware
Configuration Tasks
Installation and Compatibility
System Component Upgrades
Help Desk Operations
Call Tracking
Documentation
Service Requests
Networking
Configuration of TCP/IP and Other Communication Protocols
IP Routing and Configuration
Installation and Configuration of Network Hardware
PC and System Terminology
Internet and Networking
Security
Software and Hardware
Security
Anti-Malware
Firewalls
Internet Access, Proxy and Socks Servers
Password Resets, User Rights, and Systems Audits
Software
Configuration and Performance Issues
Installation and Compatibility Issues
Troubleshooting Software Problems and Applying Patches
Troubleshooting Process
Diagnostic and Repair Tools
Problem Solving Strategies
Resources
User Problems
Backing Up and Restoring Data
Common Errors
Training and Special User Needs

    
               

 

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