Exam 70-271: Supporting Users and Troubleshooting a Microsoft Windows XP Operating System Curriculum Outline
Managing and Troubleshooting Desktop Storage and Settings
Overview/DescriptionTo explain how to manage and troubleshoot desktop storage and settings
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration1.75 Hours
Managing and Troubleshooting Desktop Storage and Settings - Recognize how to configure basic and dynamic disks
- Configure and troubleshoot disks and optical devices
- Troubleshoot user queries relating to disk storage problems
- Configure and troubleshoot desktop settings
- Recognize how to configure and troubleshoot user settings
- Configure and troubleshoot desktop and user settings in a given scenario
Back to ListManaging and Troubleshooting Network Protocols and Operating System Performance
Overview/DescriptionTo explain how to manage and troubleshoot network protocols and operating system performance
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2.50 Hours
Managing and Troubleshooting Network Protocols and Operating System Performance - Recognize how to use remote access tools to troubleshoot users desktops
- Troubleshoot settings in Internet Explorer in a given scenario
- Configure TCP/IP settings
- Troubleshoot TCP/IP settings
- Troubleshoot TCP/IP communication in a given scenario
- Recognize how to use Windows XPs tools to monitor OS performance
- Recognize how to monitor and troubleshoot Windows XP performance
- Troubleshoot users problems with OS performance
Back to ListInstalling Windows XP
Overview/DescriptionTo explain how to manage Windows XP installations and upgrades
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration1.75 Hours
Installing Windows XP - Perform an attended installation of Windows XP
- Perform an unattended installation of Windows XP
- Customize a Windows XP installation in a given scenario
- Recognize how to perform an upgrade to Windows XP and migrate user settings
- Troubleshoot a Windows XP installation in a given scenario
- Troubleshoot users installation problems in a given scenario
Back to ListManaging and Troubleshooting Resources
Overview/DescriptionTo explain how to manage and troubleshoot resources
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2.25 Hours
Managing and Troubleshooting Resources - Recognize how to manage shared folders in Windows XP
- Recognize how to use permissions to control access to files and folders
- Configure permissions on shared folders in a given scenario
- Troubleshoot file access in a given scenario
- Troubleshoot user access to files and shared folders in a given scenario
- Configure and troubleshoot offline files
- Configure and manage local and network printing
- Answer user queries related to troubleshooting printer problems and offline files
Back to ListManaging and Troubleshooting Devices, Drivers, Local Security, and User Logon
Overview/DescriptionTo explain how to manage and troubleshoot devices, drivers, local security, and user logon
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2.25 Hours
Managing and Troubleshooting Devices, Drivers, Local Security, and User Logon- Configure and troubleshoot device drivers
- Recognize how to manage NICs and USB devices
- Configure and troubleshoot hardware
- Troubleshoot users hardware problems
- Recognize how to configure and troubleshoot local security settings
- Recognize how to solve system startup and user logon problems
- Troubleshoot user problems with system startup and logon
Back to List
Exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System Curriculum Outline
Resolving Issues with Outlook and Outlook Express
Overview/DescriptionTo explain how to resolve issues with Outlook and Outlook Express
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2.25 Hours
Resolving Issues with Outlook and Outlook Express - Recognize how to configure Outlook
- Recognize how to modify settings and manage data in Outlook
- Advise users how to customize Outlook in response to specific problems
- Identify and troubleshoot problems in Outlook
- Configure Outlook Express e-mail and newsgroups in a given scenario
- Customize and manage data in Outlook Express
- Advise users how to customize Outlook Express in response to specific problems
Back to ListResolving Issues with the Operating System and Office Applications
Overview/DescriptionTo explain how to resolve issues with the operating system and Office applications
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2 Hours
Resolving Issues with the Operating System and Office Applications- Configure the operating system in a given scenario
- Recognize how to troubleshoot compatibility problems in a given scenario
- Customize the operating system to resolve problems presented by users
- Install Office in a given scenario
- Customize Office and repair an Office installation in a given scenario
- Customize users Office settings
Back to ListResolving Issues with Hardware and Network Connectivity
Overview/DescriptionTo explain how to resolve issues with hardware and network connectivity
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2 Hours
Resolving Issues with Hardware and Network Connectivity - Resolve hardware issues in a given scenario
- Resolve print issues in a given scenario
- Troubleshoot hardware problems in a given scenario
- Resolve network problems in a given scenario
- Resolve firewall issues in a given scenario
- Configure ICF port mappings in a given scenario
Back to ListResolving Issues with Internet Explorer, Application Security, and Security Incidents
Overview/DescriptionTo explain how to resolve issues with Internet Explorer and to configure application security
Target AudienceTechnical support and help-desk personnel who need to support end users running Microsoft Windows XP Professional or Microsoft Windows XP Home Edition
PrerequisitesA good understanding of Microsoft Office applications and Windows XP; experience operating in a workgroup or Windows 2000 Server/Windows Server 2003 Active Directory domain
Expected Duration2.25 Hours
Resolving Issues with Internet Explorer, Application Security, and Security Incidents - Troubleshoot settings in Internet Explorer in a given scenario
- Identify and respond to security incidents in a given scenario
- Recognize how to manage critical updates
- Troubleshoot security permissions
- Manage security settings
- Troubleshoot application security
- Resolve queries on security issues
Back to List
Microsoft MCDST Certification
(Microsoft Certified Desktop Support Technician)
The Microsoft Certified Desktop Support Technician (MCDST) certification gets you started in your IT career by ensuring that you
have the skills necessary to successfully troubleshoot desktop environments that run on the Windows operating system. A MCDST
Certification demonstrates both the technical and the customer service skills necessary for troubleshooting hardware and software
operation issues in Microsoft Windows environments.
Benefits of CBT Direct’s Online Microsoft MCDST Certification Training
CBT Direct boasts the most beneficial online certification training on the market. With online training, you have
the flexibility to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s Microsoft MCDST
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The unique design of CBT Direct’s Microsoft MCDST certification course incorporates a proven four-step learning process:
presentation, demonstration, guidance and independent practice. This four-step proven learning model for CBT Direct’s
Microsoft MCDST training course ensures the greatest level of retention to prepare you for your Microsoft MCDST certification exam.
CBT Direct also offers online mentoring for over 100 current major certification exams, including Microsoft MCDST, for IT
professionals and end-users alike. CBT Direct’s mentors have a minimum of 20 certifications each and are available 24/7*.
* Available for most courses.
Who Benefits from CBT Direct’s Microsoft MCDST Training?
This training would be beneficial for individuals looking for IT job positions such as: PC Technician, Field Support Technician,
Help Desk Technician, Network Support Specialist, Server Administrator, Windows Administrator or Network Security Specialist.
What Professionals Will Learn from CBT Direct’s Microsoft
MCDST Training
MCDST candidates are required to pass two core exams. Elective exams are not required.
Exam 70-271: Supporting Users and Troubleshooting a Microsoft Windows XP Operating System
This course provides students with the knowledge to perform and troubleshoot installation or upgrade and to configure and
troubleshoot hardware—such as print, display, and I/O devices. This course also teaches how to manage access to files, folders,
and add-on software as well as how to configure the desktop and user environment. In this training you will learn to apply security
and privacy settings, and local policy, resolve network connectivity issues—both local and remote and optimize system performance.
Click here to see a detailed curriculum outline.
Exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System
This course provides students with the knowledge to configure, customize, and support Microsoft Office applications, including
Microsoft Office Outlook as well as configure and support Microsoft Internet Explorer, including Pop-up Blocker and other new
features. This course will also teach you how to troubleshoot usability, customization, and connectivity issues, manage application
security permissions and settings and how to set up and troubleshoot Windows Firewall and monitor antivirus software.
Click here to see a detailed curriculum outline.
| 70-271 | Microsoft MCP Supporting Users and
Troubleshooting a Microsoft Windows XP
Operating System | ü | | ü |
| 70-272 | Microsoft MCP Supporting Users and
Troubleshooting Desktop Applications on a
Microsoft Windows XP Operating System | ü | | ü |
