2 Certification - MCDST (Microsoft Desktop Support Technician) Boot Camp

Course Length: 5 days

Certifications:

MCP

MCDST

Number of Exams: 2

The Microsoft Certified Desktop Support Technician (MCDST) credential proves that you have the skills to successfully support end users and to successfully troubleshoot desktop environments running on the Microsoft Windows operating system. The MCDST credential is for professionals who use excellent customer service skills to educate users, as well as solve hardware or software operation and application problems on the desktop or client side based on the Microsoft Windows® desktop operating system.

Candidates for the MCDST support end users who run Microsoft Windows® XP Professional in a corporate environment or Microsoft Windows XP Home Edition in a home environment. They should have experience using applications that are included with the operating system, such as Microsoft Internet Explorer and Microsoft Outlook Express, as well as the productivity applications used in a corporate environment, such as Microsoft Office applications.

Candidates should be able to resolve operating system issues by telephone, by connecting to an end user's system remotely, or by visiting an end user's desktop. They should have a working knowledge of operating in a workgroup or Active Directory® domain environment and how end users are affected by each environment.

• Exam 70-271
• Exam 70-272

Exam 70-271

Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

Installing a Windows Desktop Operating System

• Perform and troubleshoot an attended installation of a Windows XP operating system.
• Perform and troubleshoot an unattended installation of a Windows desktop operating system.
• Upgrade from a previous version of Windows.

Managing and Troubleshooting Access to Resources

• Monitor, manage, and troubleshoot access to files and folders.
• Manage and troubleshoot access to shared folders.
• Connect to local and network print devices.
• Manage and troubleshoot access to and synchronization of offline files.

Configuring and Troubleshooting Hardware Devices and Drivers

• Configure and troubleshoot storage devices.
• Configure and troubleshoot display devices.
• Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
• Configure and troubleshoot I/O devices.

Configuring and Troubleshooting the Desktop and User Environments

• Configure the user environment.
• Configure support for multiple languages or multiple locations.
• Troubleshoot security settings and local security policy.
• Configure and troubleshoot local user and group accounts.
• Troubleshoot system startup and user logon problems.
• Monitor and analyze system performance.

Troubleshooting Network Protocols and Services

• Troubleshoot TCP/IP. Tools include ARP; the Repair utility; connection properties; and the ping, ipconfig, pathping, and nslookup commands.
• Troubleshoot name resolution issues.
• Configure and troubleshoot remote connections.
• Configure and troubleshoot Internet Explorer.
• Configure and troubleshoot end-user systems by using remote connectivity tools.

Exam 70-272

Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System

Configuring and Troubleshooting Applications

• Configure and troubleshoot Office applications.
• Configure and troubleshoot Internet Explorer.
• Configure and troubleshoot Outlook Express.
• Configure the operating system to support applications.

Resolving Issues Related to Usability

• Resolve issues related to Office application support features. Tasks include configuring Office applications and interpreting error messages.
• Resolve issues related to Internet Explorer support features. Tasks include configuring Internet Explorer and interpreting error messages.
• Resolve issues related to Outlook Express features. Tasks include configuring Outlook Express and interpreting error messages.
• Resolve issues related to operating system features. Tasks include configuring operating system features and interpreting error messages.

Resolving Issues Related to Application Customization

• Resolve issues related to customizing an Office application.
• Resolve issues related to customizing Internet Explorer.
• Resolve issues related to customizing Outlook Express.
• Resolve issues related to customizing the operating system to support applications.

Configuring and Troubleshooting Connectivity for Applications

• Identify and troubleshoot name resolution problems. Indications of such problems include application errors.
• Identify and troubleshoot network adapter configuration problems. Indications of such problems include application errors.
• Identify and troubleshoot LAN and Routing and Remote Access configuration problems. Indications of such problems include application errors.
• Identify and troubleshoot network connectivity problems caused by the firewall configuration. Indications of such problems include application errors.
• Identify and troubleshoot problems with locally attached devices. Indications of such problems include application errors.

Configuring Application Security

• Identify and troubleshoot problems related to security permissions.
• Identify and respond to security incidents.
• Manage application security settings.