Microsoft Course 2261 - Supporting Users Running the Microsoft Windows XP Operating System — A 3-Day Course
Please note that this course is no longer available. Please see our Training Homepage for currently available courses.
This instructor led M2261 XP user support course is to provide individuals who are new to Microsoft Windows XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional in an Active Directory network environment, or Windows XP Home edition in a workgroup environment. This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.
This is the first course in the Microsoft Certified Desktop Support Technician curriculum.
On completion of this M2261 training course, delegates should be able to:
- Perform and troubleshoot an attended installation of the Windows XP operating system
- Perform post installation configuration (user configuration, apply service packs, etc.)
- Answer end user questions related to upgrading from a previous version of Windows
- Troubleshoot system startup and user logon problems
- Monitor and analyze system performance
- Monitor, manage, and troubleshoot access to files and folders
- Troubleshoot connecting to local and network print devices
- Configure and troubleshoot hardware devices and drivers
- Configure and troubleshoot storage devices
- Configure and troubleshoot display devices
- Troubleshoot network protocols and services
- Configure and troubleshoot Advanced Configuration and Power Interface (ACPI)
- Configure and troubleshoot input and output (I/O) devices
- Configure support for multiple languages or multiple locations
- Troubleshoot security settings and local security policy
- Configure and troubleshoot local user and group accounts
- Troubleshoot the TCP/IP protocol
- Configure and troubleshoot Internet Connection Firewall (ICF) settings
- Troubleshoot name resolution issues
- Configure and troubleshoot remote connections
- Configure and troubleshoot end user systems using remote Desktop and Remote Assistance
This Windows user support training is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.
Before attending this Windows user support course, delegates are expected to have:
- Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
- A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
- Basic understanding of core operating system technologies including installation and configuration.
- A basic understanding of hardware components and their functions.
- A basic understanding of the major desktop components and interfaces, and their functions.
- A basic understanding of TCP/IP settings.
- How to use command-line utilities to manage the operating system.
- A basic understanding of technologies that are available for establishing Internet connectivity.
This course will help the student prepare for the following Microsoft Certified Professional exam:
- Exam 70-271: Installing, Configuring, and Administering Microsoft Windows XP Professional
The student kit includes a comprehensive workbook and other necessary materials for this class.
This course has been retired and is no longer available.
Outline Course Contents
Introduction to the Desktop Support Technical Role and Environment
This module introduces the role of the Desktop Support Technician (DST) and the role of the DST within the Microsoft Operations Framework (MOF).
- Examining the Desktop Support Technician Role
- The Windows Desktop Support Environment
- Interacting with Users
Exploring and Configuring the Windows XP User Interface
This module explains the major features and functions of the Windows XP user interface.
- Exploring and Configuring the Windows XP Desktop Environment
- Examining Control Panel Organizational Views
Resolving Desktop Management Issues
After completing this module, students will be able to identify and resolve desktop management issues.
- Desktop Management Concepts
- Troubleshooting User Logon Issues
- Troubleshooting User Configuration Issues
- Troubleshooting Security Issues
- Troubleshooting System Performance
Resolving Network Connectivity Issues
After completing this module, students will be able to identify and resolve network connectivity issues.
- Managing Computer Addressing Issues
- Troubleshooting Name Resolution Issues
- Troubleshooting Remote Network Connectivity Issues
Resolving Hardware Issues
After completing this module, students will be able to identify and resolve hardware issues.
- Managing Drivers
- Troubleshooting Drivers by Using Safe Mode
- Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting I/O Devices
- Troubleshooting ACPI
Resolving File and Folder Issues
After completing this module, students will be able to identify and resolve file and folder issues.
- Managing Files and Folders
- Troubleshooting Access to Files and Folders
- Troubleshooting Access to Shared Files and Folders
- Troubleshooting Access to Offline Files
Resolving Printer Issues
After completing this module, students will be able to identify and resolve printer issues.
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
Resolving Installation Issues
After completing this module, students will be able to identify and resolve installation issues.
- Pre-Installation Tasks
- Troubleshooting an Attended Installation
- Troubleshooting an Upgrade
- Troubleshooting an Unattended Installation
- Troubleshooting the Boot Process