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- Properly and safely diagnose, resolve and document common hardware and software issues
- Provide appropriate customer support
- Install, configure and maintain devices, PCs, and software for end users
- Apply troubleshooting skills
- Assemble components based on customer requirements
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CompTIA 220-902 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Windows Operating Systems 29% | |
| Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1) | 1.Features:
|
| Given a scenario, install Windows PC operating systems using appropriate methods. | 1.Boot methods
3.Partitioning
6.Workgroup vs. domain setup 7. Time/date/region/language settings 8. Driver installation, software and Windows updates 9.Factory recovery partition 10. Properly formatted boot drive with the correct partitions/format |
| Given a scenario, apply appropriate Microsoft command line tools. | 1.TASKKILL 2. BOOTREC 3. SHUTDOWN 4.TASKLIST 5. MD 6. RD 7. CD 8. DEL 9. FORMAT 10.COPY 11.XCOPY 12.ROBOCOPY 13.DISKPART 14.SFC 15.CHKDSK 16.GPUPDATE 17.GPRESULT 18. DIR 19.EXIT 20.HELP 21.EXPAND 22. [command name] /? 23. Commands available with standard privileges vs. administrative privileges |
| Given a scenario, use appropriate Microsoft operating system features and tools. | 1.Administrative
2.MSCONFIG
3.Task Manager
|
| Given a scenario, use Windows Control Panel utilities. | 1.Internet options
4.Folder options
7.Power options
9.HomeGroup 10.Devices and printers 11.Sound 12.Troubleshooting 13. Network and Sharing Center 14.Device Manager |
| Given a scenario, install and configure Windows networking on a client/desktop. | 1.HomeGroup vs. WorkGroup 2.Domain setup 3. Network shares/administrative shares/mapping drives 4. Printer sharing vs. network printer mapping 5.Establish networking connections
7.Remote Desktop Connection 8.Remote Assistance 9.Home vs. work vs. public network settings 10.Firewall settings
|
| Perform common preventive maintenance procedures using the appropriate Windows OS tools. | 1.Best practices
|
| Other Operating Systems and Technologies 12% | |
| Identify common features and functionality of the Mac OS and Linux operating systems. | 1.Best practices
|
| Given a scenario, set up and use client-side virtualization. | 1.Purpose of virtual machines 2.Resource requirements 3.Emulator requirements 4.Security requirements 5.Network requirements 6.Hypervisor |
| Identify basic cloud concepts. | 1.SaaS 2.IaaS 3.PaaS 4.Public vs. Private vs. Hybrid vs. Community 5.Rapid Elasticity 6.On-demand 7.Resource pooling 8.Measured service |
| Summarize the properties and purpose of services provided by networked hosts. | 1. Server roles
2.Internet appliance
3. Legacy/embedded systems |
| Identify basic features of mobile operating systems. | 1.Android vs. iOS vs. Windows
|
| Install and configure basic mobile device network connectivity and email. | 1. Wireless/cellular data network (enable/disable)
2.Bluetooth
3.Corporate and ISP email configuration
4. Integrated commercial provider email configuration
5. PRI updates/PRL updates/ Baseband updates |
| Summarize methods and data related to mobile device synchronization. | 1.Types of data to synchronize
4. Software requirements to install the application on the PC 5. Connection types to enable synchronization |
| Security 22% | |
| Identify common security threats and vulnerabilities. | 1.Malware
2.Phishing |
| Compare and contrast common prevention methods. | 1.Physical security
4.Principle of least privilege |
| Compare and contrast differences of basic Windows OS security settings. | 1.User and groups
2.NTFS vs. Share permissions
3.Shared files and folders
4.System files and folders
6.Run as administrator vs. standard user |
| Given a scenario, deploy and enforce security best practices to secure a workstation. | 1.Password best practices
2.Account management
3.Disable autorun |
| Compare and contrast various methods for securing mobile devices. | 1.Screen locks
2. Remote wipes
|
| Given a scenario, use appropriate data destruction and disposal methods. | 1.Physical destruction
2.Recycling or repurposing best practices
|
| Given a scenario, secure SOHO wireless and wired networks. | 1.Wireless specific
3.Enable MAC filtering 4.Assign static IP addresses 5. Firewall settings 6.Port forwarding/mapping 7.Disabling ports 8.Content filtering/parental controls 9.Update firmware 10.Physical security |
| Software Troubleshooting 24% | |
| Given a scenario, troubleshoot PC operating system problems with appropriate tools. | 1.Common symptoms
|
| Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices. | 1.Common symptoms
|
| Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools. | 1.Common symptoms
|
| Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools. | 1.Common symptoms
|
| Operational Procedures 13% | |
| Given a scenario, use appropriate safety procedures. | 1.Equipment grounding 2.Proper component handling and storage
3.Toxic waste handling
4. Personal safety
|
| Given a scenario with potential environmental impacts, apply the appropriate controls. | 1. MSDS documentation for handling and disposal 2. Temperature, humidity level awareness and proper ventilation 3.Power surges, brownouts, blackouts
4.Protection from airborne particles
5.Dust and debris
6. Compliance to local government regulations |
| Summarize the process of addressing prohibited content/ activity, and explain privacy, licensing and policy concepts. | 1.Incident Response
4. Follow corporate end-user policies and security best practices |
| Demonstrate proper communication techniques and professionalism. | 1. Use proper language – avoid jargon, acronyms and slang when applicable 2. Maintain a positive attitude/ project confidence 3. Actively listen (taking notes) and avoid interrupting the customer 4.Be culturally sensitive
5.Be on time (if late contact the customer)
|
| Given a scenario, explain the troubleshooting theory | 1. Always consider corporate policies, procedures and impacts before implementing changes.
|
Reference: https://certification.comptia.org/certifications/a
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