Course Outline for Desktop Support Specialist Program

The Desktop Support Specialist course is designed as a superior entry-level course for students starting or changing to a career in the Information Technology field as an IT support specialist.

Course Objective

  • Assemble and Disassemble Desktop and Laptops for major brands
  • Configuration of E-mail services for iPhone, Android and Blackberry
  • Configuration of Wireless Routers
  • Installation and Configuration of HP Printers (local and network)
  • Installing Network Switches and Patch Panels
  • Installation and Configuration of Network Area Storage
  • Install and Configure Windows XP, Windows Vista, Windows 7, Windows 8 & MAC OSX
  • Understanding of various Boot Disks for Diagnostics.
  • Installation and Configuration of Anti-Virus, Anti-Spyware and Spam filtering applications
  • Installation and Configuration of major email clients
  • Implementation of Data Backup strategies
  • Understanding of Remote Administration and Support Utilities
  • Creating and Updating support tickets though a Ticketing System
  • Installation, Configuration and Management of Virtualization technologies
  • Installation and Configuration of desktop software applications
  • Setup and Configuration of networks  

Course Outline

Hardware:

  • HP Laptops & Desktops
  • Dell Laptops & Desktops
  • IBM/Lenovo Laptops &Desktops
  • Gateway Laptops & Desktops
  • MAC Laptops & Desktops
  • HP Printers
  • Blackberry, iPhone , Android
  • Wireless Routers (Dlink / Linksys / Netgear)
  • Network Switches / Patch Panels
  • Network Area Storage


Operating Systems:

  • Windows XP
  • Windows Vista
  • Windows 7
  • Mac OS X 10.5/10.6


Diagnostics / Troubleshooting Utilities:

  • Boot Disks (Dos / Mini Windows)
  • PC Check / Memtest86
  • Password Reset Utilities
  • Over 100+ utilities


Internet Security:

  • Symantec, Mcafee, TrendMicro,  AVG
  • MalwareBytes, Webroots, Spybot
  • Host Files / OpenDNS


Email Clients:

  • Microsoft Outlook / Outlook Express, Windows Mail
  • Mac Entourage


Data Backup / Migration:

  • Norton Ghost / Acronis / ImageX
  •  Cloud Backups, Manual Backups
  •  Symantec Netbackup, Backup Exec, NTbackup


Remote Control Applications:

  •  Remote Desktop / Remote Assistance
  •  LogMeIn, WebEx
  •  VNC


Helpdesk Applications:
vTiger, CRM

Installing Software Applications:

  •  Microsoft Office Suite (XP, 2003, 2007, 2010)
  • Office for Mac, Adobe Reader, Flash, Java, WinRar, Winzip, FTP Client, Internet Explorer, Firefox, Safari, Chrome, Visio, Microsoft Project, iTunes, Microsoft Access, Quickbooks, Online Messengers


Network Setup:

  • Peer-to-Peer Network, Server Based Network
  • File & Print Sharing, Security, Permissions


Virtualization:

  • Virtual PC, Hyper-V, VMWare


Prerequisites:

  • High School Diploma / GED Basic understanding of computers
  • Good Communication Skills


Hours:

  • 192 hours (8 hours per week: 24 weeks)