CIS 3020 - Basic Troubleshooting Theory

1. Identify personal computer components.
2. Understand RAM, including single data rate, dual data rate, triple data rate, and DIMMS vs. SODIMMS.
3. Identify different hard drives and their terms such as RPMs, Cache size, Flash based vs. Traditional hard drives, SATA, SCSI, IDE, internal vs. external, and local vs. network shares.
4. Understand Windows Management.
5. Manage computer contents.
6. Use storage on the computer by working with folders and files.
7. Work with advanced file and folder management.
8. Use Windows Help and Support.
9. Recognize systems tools and perform hard disk maintenance along with backups.
10. Manage User accounts, Windows Firewall, and Automatic updates.
11. Download and update various anti-virus and malware software.
12. Identify basic networking terms including wireless and Ethernet technologies.
13. Understand basic Internet protocols such as HTTP vs. HTTPS, FTP, SSL, POP3, SMTP, IMAP, DNS, DHCP, TCP/IP (IPv4 address, IPv6 address).
14. Work with various network connections.
15. Use advanced file sharing.
16. Browse the web and know Internet basics.
17. Identify browser features such as plug-ins, customization (text sizes, text styles), anti-phishing features, ActiveX, Java, cookies, and Internet Cache.
18. Browse with the latest Internet Explorer browser, with the ability to use tabbed browsing, search functions and the Favorites Center.
19. Customize Internet Explorer using Zoom, Add-ons and multimedia content.
20. Set Internet privacy and security settings.
21. Manage print jobs and recognize inkjet vs. laser printers along with basic cleaning.
22. Demonstrate the proper use of monitors, desktop computers, servers, and portable devices.
23. Explain the characteristics and functions of internal and external storage devices such as
    1. CD/CD-RW Drive
    2. DVD/DVD-RW Drive
    3. Blu-Ray Disk Drive
    4. USB storage (solid state vs. magnetic disk)
    5. Multi-card reader and writer
    6. Hard drives
    7. Mobile media devices (e.g. MP3 player or PDAs)
24. Identify the characteristics and functions of peripheral devices such as
    1. Digital camera
    2. Web camera
    3. Speaker
    4. Tuner
    5. Microphone
    6. Printer/scanner
25. Explain the characteristics and functions of core input devices such as
    1. Keyboard
    2. Mouse
    3. Tablet (touch screen)
    4. Numeric keypad
    5. Gamepad
26. Identify the risks associated with upgrading operating systems (open source and commercial), PC speed/storage capability, applications, bandwidth and contention (using VoIP, streaming, web delivered services), automatic application of operating system updates.
27. Demonstrate the ability to set up a basic PC workstation knowing the differences between connector types, monitor types, computer types, keyboards, mouse, printer, voltage and power requirements and be able to turn on and use the PC and peripherals.
28. Identify basic compatibility issues between processor performance RAM memory, USB, FireWire, PS/2, Ethernet, and wireless networks.
29. Recognize common operational problems caused by hardware such as:
    1. Critical error message or crash
    2. System lockup (freeze)
    3. Application will not start or load
    4. Cannot logon to network
    5. Driver/hardware compatibility
    6. Input device will not function
30. Demonstrate the ability to minimize risks of data loss, loss of service, and damage to equipment.
31. Conduct basic software installation, removal and/or upgrading.
32. Follow basic installation/upgrade procedures by checking for PC minimum requirements, Administrative Rights, and Firewall access.
33. Configure the operating system by adjusting basic settings, setting up User accounts, setting power settings, and screen resolutions.
34. Read software documentation and be able to understand licensing (Commercial, Freeware, Shareware), software registration, Digital Rights Management, software removal (clean un-installation), and re-installation (clean installation).
35. Explain the function and purpose of software tools such as the performance and error correction tools, activity or event logging, back-up tools, disk clean-up tools, and file compression tools.
36. Recognize basic security risks and procedures to prevent them such as indentifying risks in:
    1. Social engineering
    2. Viruses
    3. Worms
    4. Trojan horses
    5. Hackers, phishing, spyware, adware, malware and identity fraud
    6. File and folder sharing
    7. Web browser risks
    8. Operating system vulnerability with service packs and security updates, theft, and open or free networks.
    9. Identify prevention methods
    10. Identify access control methods such as passwords and user ID, screensavers, physical security of hardware, locks, parental controls, smart cards, and fingerprint reader.
    11. Identify security threats related to media used for backup, screen visibility (shoulder surfing), cookies, pop-ups, and accidental miss-configuration.
37. Recognize security breaches and ways to resolve them using anti-virus software.
38. Work with Green IT and preventative maintenance.
39. Identify environmental sound techniques to preserve power and dispose of materials.
40. Perform disposal of batteries, CRT, toner, cleaning supplies and materials that meet RoHS guidelines.
41. Perform power management in regards to shutdown/power off procedures, automatic power off after 15 minutes of non-use and shutdown scripts.
42. Identify green techniques, equipment, and procedures.
43. Define cloud computing, Virtualization, and reduced power and cooling consumption.
44. Recognize terms and be familiar with duplex printing, terminal servers, Energy Star ratings, using low power NAS instead of file servers, employee telecommuting and solid-state drives.
45. Define VoIP and as it relates to Green IT.
46. Define Green building infrastructure and processes in eliminating cool air leaks in server rooms, proper spacing for cooling IT equipment, and be able to set energy efficient cooling fans-BIOS adjustability.
47. Identify preventative maintenance products, techniques, and how to use them, including:
    1. Liquid cleaning compounds
    2. Types of materials to clean contacts and connections
    3. Compressed air
    4. Cleaning monitors
    5. Cleaning removable media devices
    6. Ventilation, dust and moisture control on the PC hardware interior
    7. Surge suppressors
    8. Use of ESD equipment
    9. Wire placement and safety