A+
CERTIFICATION: PC HARDWARE SUPPORT SKILLS
G113eng
- Five Days
This five day course will teach delegates
the essential skills of installing and supporting PC hardware. Click
the icons to view in Acrobat format. On course completion, delegates
will be able to:
·
Understand the basics of
customer service and support
·
Install and configure PC
hardware and system components
·
Understand the basics of
peripherals and local area networking
·
Support and troubleshoot
PC hardware, software and peripherals
·
Have a good understanding
of customer service techniques
Who should attend?
This is the essential foundation course
for newcomers to PC support and provides delegates with the necessary
training to ensure proficiency in PC installation and troubleshooting
skills.
What are the course prerequisites?
Delegates should have successfully completed
PC Fundamentals or be able to confidently answer yes to the following
questions in order to gain maximum benefit from attending this course:
·
Are you able to use a keyboard
and mouse?
·
Can you recognise the main
components of a PC and different data media such as floppy disks,
CD-ROM, etc?
·
Do you understand DOS file
naming conventions and directory structures?
·
Are you familiar with Windows
and Windows applications?
·
Can you use Windows File
Manager or Explorer to create directories and sub-directories; and
move, copy or rename files and directories?
·
Can you use the DOS DIR,
COPY, REN, DEL, MD, CD and RD commands?
·
Can you use the DOS editor
to create text and batch files?
If you are unsure of the delegates’ suitability,
we recommend that the delegate complete a "PC Fundamentals"
skills assessment test. A suitable delegate for this course should
achieve at least 70% - a lower mark indicates that they should attend
the "PC Fundamentals" course first.
This course prepares students for the
revised "A+ Certification Core" exam (code 220-201).
COURSE OUTLINE
PC Functions and Components
·
Introduction to the PC
·
Key functions of a PC
·
The system case
·
The System Board
·
I/O ports and cables
·
Interface Cards
·
Storage Devices
·
Power Supply Unit (PSU)
·
The Display Subsystem
·
Modem types
·
Modem functions
Tools
and Equipment
·
Maintenance Toolkit
BIOS
·
The function of BIOS
BIOS/CMOS
settings
·
BIOS/CMOS setup programs
·
Standard BIOS/CMOS settings
·
Advanced settings
System
Resources
·
What are system resources?
·
Interrupt Request Line (IRQ)
·
Direct Memory Access (DMA)
·
I/O Addresses (Ports)
·
Memory Addresses
·
Determining Resources in Use
·
Resource Conflicts
·
Setting system resources
·
Plug and Play
·
Installing Driver Software
Cleaning
and Preventative Maintenance
·
Cleaning and Preventative
Maintenance
Environmental
issues
·
Power Problems
·
Dealing with power problems
·
Uninterruptible power supplies
·
Storage of Components for
Future Use
High Voltage
Equipment
·
CRT servicing and handling
·
Lasers and high-power light
sources
·
High Voltage Equipment
Disposal
and Handling
·
Materials handling
ESD
·
Static Electricity and the
Human Body
·
Static electricity and semiconductors
·
ESD Packaging
·
Personal anti-static methods
·
Other ways of controlling
ESD
Field
Repairable Units (FRUs)
·
Disassembling the PC
·
Reassembling the PC
IDE devices
·
Installing an IDE Device
·
Preparing a Hard Disk
·
File Systems
SCSI devices
·
The SCSI interface
·
Setting up a SCSI bus
Peripheral
devices
·
Installing a Video Card and
Monitor
·
Installing a modem
Troubleshooting
and optimization
·
Troubleshooting techniques
·
Troubleshooting the boot process
·
Troubleshooting internal devices
·
Troubleshooting peripherals
·
Optimization
Processors
·
Processor Terminology
·
Intel processors
·
Math co-processors
·
Summary of Processor Specifications
·
Processor Sockets
·
Non-Intel processors
Memory
·
Memory types
·
Random Access Memory (RAM)
·
Memory packaging
·
Memory characteristics
System
board architecture
·
System board components
·
System board form factors
·
Summary table of system board
types
·
Bus architecture
·
The Expansion Bus
·
Bus Architectures
Printer
types
·
Dot Matrix Printers
·
Inkjet Printers
·
Laser Printers
Printer
connections, configurations and troubleshooting
·
Printer Technologies
·
Printer connections
·
Configuring Printer Drivers
·
General troubleshooting
Laptop
PCs
·
Differences between desktop
and laptop PCs
·
Problems
Network
concepts
·
Basic LAN Concepts
·
The Uses and Benefits of a
LAN
·
Types of LAN
·
LAN Topologies
·
LAN Communications
·
Extending the LAN
·
Wide Area Networks
Network
cards and cables
·
Networked PCs
·
Network cards and cables
·
Network connectors
·
Network Adapter Cards
Customer
Service Techniques
·
Customer Service Skills
·
Basic Approach
·
Collective responsibility
·
Customer guidance and giving
feedback
·
Communication with a Customer
·
Body language and dress code
·
Putting it all together
·
Other Customer Service Issues
·
Handling customer complaints
