1.0 PC Hardware

1.1 Configure and apply BIOS settings

2-4

Install firmware upgrades – flash BIOS

2-4

BIOS component information such as RAM, Hard drive, Optical drive, CPU

2-4

BIOS configurations such as Boot sequence, Enabling and disabling devices, Date/time, Clock speeds, Virtualization support

2-4

BIOS security (passwords, drive encryption: TPM, lo-jack)

2-4

Use built-in diagnostics

2-4

Monitoring such as Temperature monitoring, Fan speeds, Intrusion detection/notification, Voltage, Clock, Bus speed

2-4

1.2 Differentiate between motherboard components, their purposes, and properties

2-1, 2-7

Differences include Sizes such as ATX, Micro-ATX, ITX; Expansion slots such as PCI, PCI-X, PCIe, miniPCI, CNR, AGP2x, 4x, 8x; RAM slots; CPU sockets; Chipsets such as North Bridge, South Bridge, CMOS battery; Jumpers; Fan connectors; Bus speeds

2-1

Power connections and types

2-7

Front panel connectors such as USB, Audio, Power button, Power light, Drive activity lights, Reset button

2-1

1.3 Compare and contrast RAM types and features

2-3

Types include DDR, DDR2, DDR3, SDRAM, SODIMM, RAMBUS, DIMM, Parity vs. non-parity, ECC vs. non-ECC, RAM configurations

2-3

Single channel vs. dual channel vs. triple channel and Single sided vs. double sided

2-3

RAM compatibility and speed

2-3

1.4 Install and configure expansion cards.

3-2, 3-3, 3-5

Cards include Sound cards, Video cards, Network cards Serial and parallel cards, USB cards, Firewire cards, Storage cards, Modem cards, Wireless/cellular cards, TV tuner cards, Video capture cards, Riser cards

3-2, 3-3, 3-5

1.5 Install and configure storage devices and use appropriate media

2-5

Optical drives including CD-ROM, DVD-ROM, Blu-Ray

2-5

Combo drives and burners including CD-RW, DVD-RW, Dual Layer DVD-RW, BD-R, BD-RE

2-5

Connection types for External drives including USB, Firewire, eSATA, Ethernet and Internal drives including SATA, IDE and SCSI. Performing IDE configuration and setup (Master, Slave, Cable Select) and SCSI IDs (0 – 15). Internal Hot swappable drives

2-5

Hard drives including Magnetic, 5400 rpm, 7200 rpm, 10,000 rpm, 15,000 rpm

2-5

Solid state/flash drives including Compact flash, SD, Micro-SD, Mini-SD, xD, SSD

2-5

RAID types including 0, 1, 5, 10

2-5

Floppy drive and Tape drive

2-5

Media capacity such as CD, CD-RW, DVD-RW, DVD, Blu-Ray, Tape, Floppy, DL DVD

2-5

1.6 Differentiate among various CPU types and features and select the appropriate cooling method

2-2

Socket types which include Intel: LGA, 775, 1155, 1156, 1366 and AMD: 940, AM2, AM2+, AM3, AM3+, FM1

2-2

Characteristics including Speeds, Cores, Cache size/type, Hyperthreading, Virtualization support, Architecture (32-bit vs. 64-bit), Integrated GPU

2-2

Cooling including Heat sink, Fans, Thermal paste, Liquid-based

2-2

1.7 Compare and contrast various connection interfaces and explain their purpose

3-1, 8-2

Physical connections including USB 1.1 vs. 2.0 vs. 3.0 speed and distance characteristics with connector types like A, B, mini, micro; Firewire 400 vs. Firewire 800 speed and distance characteristics; SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds; and other connector types such as Serial, Parallel, VGA, HDMI, DVI, Audio, RJ-45, RJ-11

3-1

Analog vs. digital transmission and VGA vs. HDMI

3-1

Speeds, distances and frequencies of wireless device connections like Bluetooth, IR, RF

8-2

1.8 Install an appropriate power supply based on a given scenario

2-7

Connector types and their voltages such as SATA, Molex, 4/8-pin 12v, PCIe 6/8-pin, 20-pin, 24-pin, Floppy, and Dual voltage options.

2-7

Specifications including Wattage, Size, Number of connectors, ATX, Micro-ATX

2-7

1.9 Evaluate and select appropriate components for a custom configuration, to meet customer specifications or needs

5-1

System types include Graphic / CAD / CAM design workstation, Audio/Video editing workstation, Virtualization workstation, Gaming PC, Home Theater PC, Standard thick client, Thin client, Home Server PC

5-1

1.10 Given a scenario, evaluate types and features of display devices

3-3

Types including CRT, LCD, LED, Plasma, Projector, OLED

3-3

Specifications such as Refresh rates, Resolution, Native resolution, Brightness/lumens, Analog vs. digital, Privacy/antiglare filters, Multiple displays

3-3

1.11 Identify connector types and associated cables

3-1

Display connector types such as DVI-D, DVI-I, DVI-A, Displayport, RCA, DB-15, BNC, miniHDMI, RJ-45, Din-6

3-1

Display cable types including HDMI, DVI, VGA, Component, Composite, S-video, RGB, Coaxial, Ethernet

3-1

Device connectors and various connector pin-outs such as SATA, eSATA, PATA (IDE, EIDE), Floppy, USB, IEE1394, SCSI, PS/2, Parallel, Serial, Audio, RJ-45

3-1

Device cable types including SATA, eSATA, IDE, EIDE, Floppy, USB, IEE1394, SCSI (68pin vs. 50pin vs. 25pin), Parallel, Serial, Ethernet, Phone

3-1

1.12 Install and configure various peripheral devices

3-2, 3-3, 3-5

Input devices such as Mouse, Keyboard, Touch screen, Scanner, Barcode reader, KVM, Microphone, Biometric devices, Game pads, Joysticks, Digitizer

3-2

Multimedia devices such as Digital cameras, Microphone, Webcam, Camcorder, MIDI enabled devices

3-5

Output devices including Printers, Speakers, Display devices

3-3

2.0 Networking

2.1 Identify types of network cables and connectors

3-1, 8-1

Fiber using Connectors: SC, ST and LC

3-1, 8-1

Twisted Pair using Connectors: RJ-11, RJ-45 and Wiring standards: T568A, T568B

3-1, 8-1

Coaxial using Connectors: BNC, F-connector

3-1, 8-1

2.2 Categorize characteristics of connectors and cabling

8-1

Fiber using Types (single-mode vs. multi-mode), and Speed and transmission limitations

8-1

Twisted pair using Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, plenum, PVC and Speed and transmission limitations

8-1

Coaxial using Types: RG-6, RG-59 and Speed and transmission ­limitations

8-1

2.3 Explain properties and characteristics of TCP/IP

8-3

TCP/IP properties include IP class like Class A, Class B, Class C; IPv4 vs. IPv6; Public vs. private vs. APIPA; Static vs. dynamic

8-3

Settings include client-side DNS, DHCP, Subnet mask, Gateway

8-3

2.4 Explain common TCP and UDP ports, protocols, and their purpose

8-3

Ports including 21 – FTP, 23 – TELNET, 25 – SMTP, 53 – DNS, 80 – HTTP, 110 – POP3, 143 – IMAP, 443 – HTTPS, 3389 – RDP

8-3

Protocols such as DHCP, DNS, LDAP, SNMP, SMB, SSH, SFTP

8-3

TCP vs. UDP

8-3

2.5 Compare and contrast wireless networking standards and encryption types

8-2

Standards including 802.11 a/b/g/n and Speeds, distances and ­frequencies

8-2

Encryption types (WEP, WPA, WPA2, TKIP, AES)

8-2

2.6 Install, configure, and deploy a SOHO wireless/wired router using appropriate settings

8-2, 8-3

Settings include MAC filtering, Channels (1 – 11), Port forwarding, port triggering, SSID broadcast (on/off), Wireless encryption, Firewall, DHCP (on/off), DMZ, NAT, WPS, Basic QoS

8-2, 8-3

2.7 Compare and contrast Internet connection types and features

8-4

Convering the main types including Cable, DSL, Dial-up, Fiber, Satellite, ISDN, Cellular (mobile hotspot), Line of sight wireless ­internet service, and WiMAX

8-4

2.8 Identify various types of networks

8-1

Main types including LAN, WAN, PAN, and MAN

8-1

Topologies including Mesh, Ring, Bus, Star, Hybrid

8-1

2.9 Compare and contrast network devices their functions and ­features

8-1

Devices include Hub, Switch, Router, Access point, Bridge, Modem, NAS, Firewall, VoIP phones, Internet appliance

8-1

2.10 Given a scenario, use appropriate networking tools

8-1

Tools include Crimper, Multimeter, Toner probe, Cable tester, Loopback plug, Punchdown tool

8-1

3.0 Laptops

3.1 Install and configure laptop hardware and components

3-6

Expansion options including Express card /34, Express card /54, PCMCIA, SODIMM, Flash

3-6

Hardware/device replacement such as Keyboard, Hard Drive (2.5 vs. 3.5), Memory, Optical drive, Wireless card, Mini-PCIe, screen, DC jack, Battery, Touchpad, Plastics, Speaker, System board, CPU

3-6

3.2 Compare and contrast the components within the display of a laptop

3-6

Components include Types including LCD, LED, OLED, Plasma; Wi-Fi antenna connector/placement; Inverter and its function; Backlight

3-6

3.3 Compare and contrast laptop features

3-6

Special function keys supporting Dual displays, Wireless (on/off), Volume settings, Screen brightness, Bluetooth (on/off), Keyboard backlight

3-6

Docking station vs. port replicator

3-6

Physical laptop lock and cable lock

3-6

4.0 Printers

4.1 Explain the differences between the various printer types and summarize the associated imaging process

3-4

Laser including Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly; as well as imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning

3-4

Inkjet including Ink cartridge, print head, roller, feeder, duplexing assembly, carriage and belt, and calibration

3-4

Thermal including Feed assembly, heating element, Special thermal paper

3-4

Impact including Print head, ribbon, tractor feed, and Impact paper

3-4

4.2 Given a scenario, install, and configure printers

3-4

Use appropriate printer drivers for a given operating system

3-4

Print device sharing on Wired connections, such as USB, Parallel, Serial, Ethernet; and wireless connections such as Bluetooth, 802.11x, Infrared (IR); and via Printer hardware print server

3-4

Printer sharing such as Sharing local/networked printer via Operating System settings

3-4

4.3 Given a scenario, perform printer maintenance

3-4

Laser including Replacing toner, applying maintenance kit, ­calibration, cleaning

3-4

Thermal including Replace paper, clean heating element, remove debris

3-4

Impact including Replace ribbon, replace print head, replace paper

3-4

5.0 Operational Procedures

5.1 Given a scenario, use appropriate safety procedures

1-3, 4-2

Equipment includes ESD straps, ESD mats and processes like ­Self-grounding and Equipment grounding

1-3, 4-2

Personal safety including Disconnect power before repairing PC, Remove jewelry, Lifting techniques, Weight limitations, Electrical fire safety, CRT safety – proper disposal, Cable management

1-3

Compliance with local government regulations

1-3

5.2 Explain environmental impacts and the purpose of environmental controls

1-3, 2-7, 4-1

MSDS documentation for handling and disposal

1-3

Temperature, humidity level awareness and proper ventilation

1-3, 4-1

Power surges, brownouts, blackouts protected by Battery backup, Surge suppressor

2-7, 4-1

Protection from airborne particles including Enclosures, Air filters

1-3

Dust and debris including Compressed air, Vacuums

1-3, 4-1

Component handling and protection such as Antistatic bags

1-3

Compliance to local government regulations

1-3

5.3 Given a scenario, demonstrate proper communication and ­professionalism

1-2

Techniques include Use proper language – avoid jargon, acronyms, slang when applicable; Maintain a positive attitude; Listen and do not interrupt the customer; Be culturally sensitive; Be on time (if late contact the customer)

1-2

Avoid distractions as well as Personal calls, Talking to co-workers while interacting with customers, Personal interruptions

1-2

Dealing with difficult customer or situation by Avoid arguing with customers and/or being defensive, Do not minimize customer’s problems, Avoid being judgmental, Clarify customer statements (ask open ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)

1-2

Set and meet expectations/timeline and communicate status with the customer as well as Offer different repair/replacement options if applicable, Provide proper documentation on the services provided, Follow up with customer/user at a later date to verify satisfaction

1-2

Deal appropriately with customers confidential materials such as what may be located on a computer, desktop, printer, etc

1-2

5.4 Explain the fundamentals of dealing with prohibited content/activity

9-1

First response with tasks such as Identify, Report through proper channels, Data/device preservation

9-1

Use of documentation/documentation changes

9-1

1.0 Operating Systems

1.1 Compare and contrast the features and requirements of various Microsoft Operating Systems

5-1, 5-2, 5-3

Windows XP Home, Windows XP Professional, Windows XP Media Center, Windows XP 64-bit Professional

5-1

Windows Vista Home Basic, Windows Vista Home Premium, Windows Vista Business, Windows Vista Ultimate, Windows Vista Enterprise

5-1

Windows 7 Starter, Windows 7 Home Premium, Windows 7 Professional, Windows 7 Ultimate, Windows 7 Enterprise

5-1

Features include 32-bit vs. 64-bit; Aero, gadgets, user account control, bit-locker, shadow copy, system restore, ready boost, sidebar, compatibility mode, XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view vs. classic view

5-2

Upgrade paths – differences between in place upgrades, compatibility tools, Windows upgrade OS advisor

5-3

1.2 Given a scenario, install, and configure the operating system using the most appropriate method

5-3, 7-3

Boot methods including USB, CD-ROM, DVD, PXE

5-3

Type of installations including Creating image, Unattended installation, Upgrade, clean install, Repair installation, Multiboot, Remote network installation, Image deployment

5-3

Choosing Partitioning such as Dynamic, Basic, Primary, Extended, Logical and File system types/formatting including FAT, FAT32, NTFS, CDFS, Quick format vs. full format

5-3

Other setup requirements including Load alternate third party drivers when necessary, Workgroup vs. Domain setup, Time/date/region/language settings, Driver installation, software and windows updates

5-3

Factory recovery partition

7-3

1.3 Given a scenario, use appropriate command line tools

5-5, 6-3, 6-4, 7-3, 8-3

Networking tools including PING, TRACERT, NETSTAT, IPCONFIG, NET, NSLOOKUP, NBTSTAT

8-3

OS tools including KILL, BOOTREC, SHUTDOWN, TLIST, MD, RD, CD, DEL, FDISK, FORMAT, COPY, XCOPY, ROBOCOPY, DISKPART, SFC, CHKDSK, [command name] /?

5-5, 6-3, 6-4

Recovery console including Fixboot, Fixmbr

7-3

1.4 Given a scenario, use appropriate operating system features and tools

2-6, 3-4, 5-2, 5-3, 5-5, 6-3, 6-4, 9-2

Administrative tools such as Computer management, Device manager, Users and groups, Local security policy, Performance monitor, Services, System configuration, Task scheduler, Component services, Data sources, Print management, Windows memory diagnostics, Windows firewall, Advanced security

3-4, 6-3, 6-4, 9-2

Other configuration and management tools like MSCONFIG, Task Manager, Disk management, User Data Migration tool (UDMT), User State Migration tool (USMT)

2-6, 5-3, 6-3, 6-4

Run line utilities such as MSCONFIG, REGEDIT, CMD, SERVICES.MSC, MMC, MSTSC, NOTEPAD, EXPLORER, MSINFO32, DXDIAG

5-2, 5-5, 6-3, 6-4

1.5 Given a scenario, use Control Panel utilities (the items are ­organized by “classic view/large icons” in Windows)

3-3, 3-4, 5-2, 5-3, 6-3, 6-4, 8-3, 8-4, 9-2

Common to all Microsoft Operating Systems including Internet options, Display, User accounts, Folder options, System, Security center, Windows firewall, Power options

3-3, 5-2, 6-3, 8-4, 9-2

Unique to Windows XP, Vista, and Windows 7

3-4, 5-2, 5-3, 6-4, 8-3

1.6 Setup and configure Windows networking on a client/desktop

5-2, 8-3

Network settings including HomeGroup, file/print sharing; WorkGroup vs. domain setup; Network shares/mapping drives

8-3

Managing and configuration of Establishing networking connections, Proxy settings, Remote desktop, Home vs. Work vs. Public network settings, Firewall settings, Configuring an alternative IP address in Windows, Network card properties

5-2, 8-3

1.7 Perform preventive maintenance procedures using appropriate tools

5-3, 6-1, 6-4, 7-3, 9-3

Best practices such as Schedules backups, Scheduled check disks, Scheduled defragmentation, Windows updates, Patch ­management, Driver/firmware updates, Antivirus updates

5-3, 6-1, 7-3, 9-3

Tools including Backup, System restore, Check disk, Recovery image, Defrag

6-4, 7-3

1.8 Explain the differences among basic OS security settings

9-1, 9-2

These settings include User and groups, NTFS vs. Share permissions, Shared files and folders, System files and folders, User authentication

9-1, 9-2

1.9 Explain the basics of client-side virtualization

5-2

Basics include Purpose of virtual machines, Resource requirements, Emulator requirements, Security requirements, Network requirements, Hypervisor

5-2

2.0 Security

2.1 Apply and use common prevention methods

9-1

Security methods include Physical security, Digital security, User education, Principle of least privilege

9-1

2.2 Compare and contrast common security threats

9-1

Threats include Social engineering, Malware, Rootkits, Phishing, Shoulder surfing, Spyware, Viruses

9-1

2.3 Implement security best practices to secure a workstation

9-1

Security options include Setting strong passwords, Requiring passwords, restricting user permissions, Changing default user names, Disabling guest account, Screensaver required password, Disable autorun

9-1

2.4 Given a scenario, use the appropriate data destruction/­disposal method

9-1

Disposal options include Low level format vs. standard format, Hard drive sanitation and sanitation methods, Physical destruction

9-1

2.5 Given a scenario, secure a SOHO wireless network

8-2

Security options include Change default user-names and passwords, Changing SSID, Setting encryption, Disabling SSID broadcast, Enable MAC filtering, Antenna and access point placement, Radio power levels, Assign static IP addresses

8-2

2.6 Given a scenario, secure a SOHO wired network

8-2

Security options include Change default usernames and passwords, Enable MAC filtering, Assign static IP addresses, Disabling ports, Physical security

8-2

3.0 Mobile Devices

3.1 Explain the basic features of mobile operating systems

3-6

Android vs. iOS

3-6

3.2 Establish basic network connectivity and configure email

8-2, 8-4

Wireless / cellular data network (enable/disable) and Bluetooth

8-2

Email configuration

8-4

3.3 Compare and contrast methods for securing mobile devices

3-6

Passcode locks, Remote wipes, Locator applications, Remote backup applications, Failed login attempts restrictions, Antivirus, Patching/OS updates

3-6

3.4 Compare and contrast hardware differences in regards to tablets and laptops

3-6

No field serviceable parts, Typically not upgradeable, Touch interface, Solid state drives

3-6

3.5 Execute and configure mobile device synchronization

3-6

Types of data to synchronize, Software requirements to install the application on the PC, Connection types to enable synchronization

3-6

4.0 Troubleshooting

4.1 Given a scenario, explain the troubleshooting theory

1-2

Identify the problem, Establish a theory of probable cause (question the obvious), Test the theory to determine cause, Establish a plan of action to resolve the problem and implement the solution, Verify full system functionality and if applicable implement preventive measures, Document findings, actions and outcomes

1-2

4.2 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools

4-2, 7-1, 7-2

Common symptoms such as Unexpected shutdowns, System lockups, POST code beeps, Blank screen on bootup, BIOS time and settings resets, Attempts to boot to incorrect device, Continuous reboots, No power, Overheating, Loud noise, Intermittent device failure, Fans spin – no power to other devices, Indicator lights, Smoke, Burning smell, BSOD

4-2, 7-1, 7-2

Tools such as Multimeter, Power supply tester, Loopback plugs, POST code

4-2

4.3 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools

1-3, 2-5, 4-2, 5-5

Common symptoms include Read/write failure, Slow performance, Loud clicking noise, Failure to boot, Drive not recognized, OS not found, RAID not found, RAID stops working, BSOD

2-5, 2-6

Tools such as Screwdriver, External enclosures, CHKDSK, FORMAT, FDISK, File recovery software

1-3, 2-5, 2-6, 4-2, 5-5

4.4 Given a scenario, troubleshoot common video and display issues

3-3, 7-2

Common symptoms include VGA mode, No image on screen, Overheat shutdown, Dead pixels, Artifacts, Color patterns incorrect, Dim image, Flickering image, Distorted image, Discoloration (degaussing), BSOD

3-3, 7-2

4.5 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

4-2, 8-3

Common symptoms including No connectivity, APIPA address, Limited connectivity, Local connectivity, Intermittent connectivity, IP conflict, Slow transfer speeds, Low RF signal

8-3

Tools such as Cable tester, Loopback plug, Punch down tools, Toner probes, Wire strippers, Crimper, PING, IPCONFIG, TRACERT, NETSTAT, NBTSTAT, NET, Wireless locator

4-2, 8-3

4.6 Given a scenario, troubleshoot operating system problems with appropriate tools

5-2, 5-3, 5-5, 6-2, 6-3, 6-4, 4-2, 8-3

Common symptoms including BSOD, Failure to boot, Improper shutdown, Spontaneous shutdown/restart, RAID not detected during installation, Device fails to start, Missing dll message, Services fails to start, Compatibility error, Slow system performance, Boots to safe mode, File fails to open, Missing NTLDR, Missing Boot.ini, Missing operating system, Missing Graphical Interface, Graphical Interface fails to load, Invalid boot disk

5-2, 5-3, 6-2, 6-3, 7-1, 7-2, 7-3

Tools including Fixboot, Recovery console, Fixmbr, Sfc, Repair disks, Pre-installation environments, MSCONFIG, DEFRAG, REGSRV32, REGEDIT, Event viewer, Safe mode, Command prompt, Emergency repair disk, Automated system recovery

5-5, 6-4, 7-1, 7-3

4.7 Given a scenario, troubleshoot common security issues with appropriate tools and best practices

9-3

Common symptoms include Pop-ups, Browser redirection, Security alerts, Slow performance, Internet connectivity issues, PC locks up, Windows updates failures, Rogue antivirus, Spam, Renamed system files, Files disappearing, File permission changes, Hijacked email, Access denied

9-3

Tools such as Anti-virus software, Anti-malware software, Anti-spyware software, Recovery console, System restore, ­Pre-installation environments, Event viewer

9-3

Best practices for malware removal, Update anti-virus software, Scan and removal techniques (safe mode, pre-installation ­environment)

9-3

4.8 Given a scenario, troubleshoot, and repair common laptop issues while adhering to the appropriate procedures

3-6

Common symptoms including No display, Dim display, Flickering display, Sticking keys, Intermittent wireless, Battery not charging, Ghost cursor, No power, Num lock indicator lights, No wireless connectivity, No Bluetooth connectivity, Cannot display to external monitor

3-6

Disassembling processes for proper re-assembly

3-6

4.9 Given a scenario, troubleshoot printers with appropriate tools

3-4

Common symptoms such as Streaks, Faded prints, Ghost images, Toner not fused to the paper, Creased paper, Paper not feeding, Paper jam, No connectivity, Garbled characters on paper, Vertical lines on page, Backed up print queue, Low memory errors, Access denied, Printer will not print, Color prints in wrong print color, Unable to install printer, Error codes

3-4