Installation, configuring and updating

• Identifying basic computer subassemblies like motherboards, power supplies, CPU, RAM, storage devices, add-on cards, firmware, BIOS and CMOS. How to identify proper function, their role in the boot process, and how to add and replace them in the field.

• Standard software parameters such as IRQ, DMA and I/O settings for common hardware and software configurations, and how to adjust these settings during installation.

• Common peripheral ports and the cables & connectors associated therewith like DB-9/25, RJ11/45, BNC, PS/2, USB and IEEE-1394.

• Installing and configuring IDE/EIDE and SCSI devices to include Primary/Secondary/Master/Slave, SCSI types, addresses, cabling and jumper block settings.

• Peripheral installation, configuration and troubleshooting for monitors, USB devices, and IEEE 1284/1394 devices.

• Portable system components. This will be mostly notebook-related. PCMCIA card types and implementation of card services. Familiarity with replacement of components like RAM, hard drives and batteries. Care and feeding of docking stations and port replicators.

Diagnosing and Troubleshooting

• Common symptoms and problems with hardware. Isolating problems using error codes, POST audible/visual codes, and troubleshooting instruments like multimeters.

• Troubleshooting procedures. Eliciting information from users/customers, determining whether the problem is hardware/software related, isolating problems by eliminating possibilities.

Preventive Maintenance

• Types of maintenance tools/materials, and their use in the field. Cleaning compound requirements and non-static tool use.

• Field procedures for protecting yourself and your equipment. UPS/Suppressors and signs of power issues. Component storage. Hazards from high voltage/laser exposure. Disposal procedures for batteries, toner kits, CRT's, etc.

• ESD precautions and symptoms of damage.

Motherboards/Processors/Memory

• CPU chip types and characteristics. Size, voltage, pin counts and slot types. CPU families and basic history including clock speed progression.

• RAM categories and characteristics. Generations of system RAM: EDO/FPM/SIMM/DIMM. RIMM (Rambus) types. Video memory technology such as VRAM/WRAM. Memory banks and requirements based on processor generation/8-, 16-, 32-bit width. Parity versus non-parity chips.

• Motherboard types. AT and ATX form factors, port types and locations, RAM type needed, processor sockets, cache memory. Bus architectures like ISA, PCI and AGP. Compatibility guidelines concerning what hardware works with which generation of motherboard.

• CMOS knowledge. Basic CMOS settings for com/parallel ports, hard drive type, basic memory settings, boot sequence, date/time, passwords and Plug & Play.

Printers

• Basic types and operational concepts for laser, inkjet and dot-matrix printers. Interface types such as parallel, USB, network, infrared, serial.

• Service techniques and common problems. Feed jams, printed/displayed errors, print quality. Safety precautions and preventive maintenance.

Basic Networking

• Network types and topologies. Cable types, physical architecture, half- and full-duplex, infrared.

• Setup such as configuring network cards, hardware protocols and recovering network function when repairs are performed.

OS Fundamentals

• OS functions, structure, major system files and help functionality. Components like Windows Explorer/My Computer/Control Panel. Contrasts between Win 9x and Windows 2000 or Windows XP. Contents, use and location of files like io.sys, boot.ini, win.com and the command prompt. Memory management methods including himem.sys. Win 9x files such as win.ini, system.ini, user.dat, system.dat, msconfig, regedit.exe. Windows 2000 and Windows XP files such as boot.ini, regedit/regedit32, ntldr. Some command prompt procedures: dir, ver, attrib, mem, scandisk and others.

• File/directory/disk management procedures. File attributes and naming conventions, backup/restore procedures, Windows 2000 / Windows XP Compress/Encrypt. Partitioning/formatting/file systems used with Windows. Utilities such as ScanDisk, msconfig, regedit, defrag, fdisk, asd, hwinfo.

Installation, Configuration and Upgrading

• Install procedure for Win9x, Windows NT, Windows 2000 and Windows XP. Appropriate setup utilities, partitioning and formatting, loading drivers.

• Upgrade procedures within Win9x OS's, Windows NT 4.0 to Windows XP, replacing Win9x with Windows 2000 or Windows XP, dualbooting Win9x/WinNT/Win2k/WinXP.

• Basic boot sequences and methods, including the creation of an emergency boot disk for Win9x, WinNT, Win2k and WinXP. Use of Startup disks, Safe Mode, NTLDR, boot.ini, making an Emergency Repair Disk (ERD).

• Loading and configuring device drivers. Win9x Plug and Play and Win2k hardware drivers, installing and launching typical Windows and non-Windows applications. Setting up and configuring the Windows printing subsystem for Default Printer, spool settings and network printing.

Diagnosing and Troubleshooting

• Common error codes and startup messages from the boot sequence. Safe Mode, No OS Found, Error in Config.sys, Command.com and Himem.sys errors, Windows Protection Error, Device Referenced in System.ini/Win.ini.

• Recognizing and resolving common problems. Diagnostic procedure involving the customer, identifying recent changes, printing problems. General Protection Faults, Illegal Operations, devices not functioning, inability to log onto network. Virus activities, types, sources, determining the presence of a virus.

Networks

• Identifying network capabilities and connection procedures. Protocols, Ipconfig, Winipcfg. Sharing drives/printers, network type and Network Interface Card (NIC), installing/configuring browsers, configuring OS for network.

• Setting up Internet access. ISP's, Internet protocols, E-mail, Ping.exe, HTML/HTTP/FTP. Domain names, Dial-up Networking.