| Course overview |
| Module Introduction |
| How to use this course |
| Course information |
| Exam preparation |
| Introduction to the Desktop Support Technician Role and Environment |
| Module Introduction |
| Examining the Desktop Support Technician Role |
| Lesson Introduction |
| What Is a Desktop Support Technician? |
| The Technical Support Structure |
| The Role of a Desktop Support Technician |
| Self Test |
| Examining the Desktop Support Environment |
| Lesson Introduction |
| The End-User Support Environment |
| The Corporate Support Environment |
| What Is MOF? |
| The Role of the Desktop Support Technician in MOF |
| Key Desktop Support Terms and Definitions |
| Self Test |
| Interacting with Users |
| Lesson Introduction |
| Desktop Support Technician Skills |
| Identifying the Users Level of Expertise |
| How to Obtain Information from the User |
| User Expectations of the Desktop Support Technician |
| The Troubleshooting Process |
| How to Locate Troubleshooting Information |
| Self Test |
| Module Summary |
| Exploring and Configuring the Windows XP User Interface |
| Module Introduction |
| Exploring and Configuring the Windows XP Desktop Environment |
| Lesson Introduction |
| Introduction to the Windows XP Operating Systems |
| How to Identify the Operating System |
| How to Customize the Desktop |
| How to Customize the Start Menu |
| How to Customize the Taskbar |
| Self Test |
| Examining Control Panel Organizational Views |
| Lesson Introduction |
| Control Panel in Category View |
| Control Panel in Classic View |
| Self Test |
| Lab: Exploring and Configuring the Windows XP User Interface |
| Lesson Introduction |
| Exercise: Customizing the Desktop and Toolbars |
| Exercise: Customizing Control Panel and Folder View Appearance |
| Lab Review |
| Module Summary |
| Resolving Desktop Management Issues |
| Module Introduction |
| Computer Environment Concepts |
| Lesson Introduction |
| The Domain Environment |
| The Workgroup Environment |
| The Differences Between a Domain and a Workgroup |
| How to Determine Computer Environment |
| Self Test |
| User Account Concepts |
| Lesson Introduction |
| What Are User Accounts? |
| What Are User Rights? |
| What Are User Profiles? |
| How to Copy a User Profile |
| How to Use Fast User Switching |
| Self Test |
| Troubleshooting User Logon Issues |
| Lesson Introduction |
| Logon and Authentication |
| How to Reset Passwords |
| How to Create a Password Reset Disk |
| How to Troubleshoot User Logon Issues |
| How to Troubleshoot Domain Logon Issues |
| How to Troubleshoot Password-Related Issues |
| Self Test |
| Configuring and Migrating Files, Folders, and Settings |
| Lesson Introduction |
| How to Configure Folder Views |
| Accessibility Settings |
| How to Migrate User Information |
| Files and Settings Transfer Wizard |
| User State Migration Tool |
| Self Test |
| Troubleshooting User Configuration Issues |
| Lesson Introduction |
| Windows XP Language Options |
| Regional and Language Options |
| How to Configure the User Interface Language |
| How to Troubleshoot User Configuration Issues |
| Self Test |
| Troubleshooting Security Issues |
| Lesson Introduction |
| Windows XP Security in a Local Security Environment |
| Local Security Settings |
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