Microsoft Certified Desktop Support Technician (MCDST)

The MCDST is an entry-level credential, demonstrating that an individual has gained the core knowledge necessary to troubleshoot hardware or software operation and application problems for end users on the desktop or client-side, based on the Windows desktop operating system.

The MCDST certification covers the skills of help desk technician, customer support representative, PC support specialist, technical support representative, and technical support specialists. By earning the MCDST credential, individuals are demonstrating that they have the skills necessary to lead organizations in the successful design, implementation, and administration of the Microsoft Windows platform.

Job Role

As a technical support or help desk representative, you are often the first contact a customer has with your company. Education of users is an important part of your job as well as helping someone who has had a problem with the product or is unfamiliar with it. With your knowledge and experience, you become the product guru. When a customer calls, you listen carefully to the problem; ask the appropriate questions to gather needed information; then walk them through the steps to solve it.

Dealing directly with customer issues, you are one of the best sources of information on the product, and are consulted for information about what customers want and what gives them the most trouble. If solving problems and helping people is your forte, there could be a technical support career in your future.

Audience

This series addresses two audiences. It is intended for new entrants and career changers new to the IT industry and who already have experience using Microsoft Office along with basic Microsoft Windows navigation skills. It is also for current call centre technicians with 6 months experience looking to validate their support skills.

Course Details

Supporting Users and Troubleshooting a Microsoft Windows XP Operating System - Exam 70-271

This MCDST certification exam measures your ability to resolve end-user incident requests by configuring and troubleshooting the Microsoft Windows XP operating system.

This course will provide learners the practical skills needed to support users and help them troubleshoot the Windows XP environment, both Home and Professional. The course will cover the skills measured in Microsoft certification exam 70-271

User Support and Installation Issues

Identify necessary skills required by a desktop support technician (DST).
Identify key terms and definitions for desktop support.
Identify features of desktop operating systems.
Identify various installation methods.
Identify hardware requirements and compatibility.
Identify features of system and boot partitions.

Resolving Desktop Management Issues

Differentiate between different types of user accounts.
Identify key aspects of user profiles and logon.
Identify important aspects of user rights for various account types and authentication.

File, Folder, Driver and Hardware Issues

Identify features of file and folder types, file extensions, and attributes.
Compress and decompress files, folders, and volumes.
Identify features of Encrypted File System (EFS) and Recovery Agents.
Identify key aspects of Device Manager.
Identify driver management functions that can be performed using Device Manager.
Identify key aspects of driver signing.

Printing and Network Issues

Install and uninstall local and network printers.
Troubleshoot a particular printer driver problem.
Install and update printer drivers.
Identify key aspects of IP addressing.
Identify ways to configure TCP/IP settings.
Configure a static address.

Support and Troubleshoot Applications on Microsoft Windows XP - Exam 70-272

The MCDST Support and Troubleshoot Applications on Microsoft Windows XP curriculum will provide learners the practical skills needed to support and troubleshoot applications running in a Windows XP environment, both Home and Professional.

Troubleshooting

Identify key aspects of desktop application support.
Identify key aspects of the application installation process.
Identify guidelines for troubleshooting application compatibility issues.
Identify steps involved in the Microsoft Office installation and upgrade process.
Identify guidelines for troubleshooting Microsoft Office installation and upgrade.
Identify options to customize toolbars.

Managing Application Security

Identify features of different types of file and folder permissions.
Identify factors to consider for managing NTFS permissions.
Identify features of shared folder permissions.
Identify key aspects of application security settings.
Identify ways to protect a computer from viruses.
Identify ways to manage updates in Microsoft Windows XP.
Identify ways to use security tools in Microsoft Windows XP.

Resolving Installation Issues

Identify various ways to manage drivers in Microsoft Windows XP.
Identify best practices for troubleshooting storage devices. Install a local printer in Microsoft Windows XP.
Identify best practices for troubleshooting printing devices.
Identify key aspects of troubleshooting networking hardware.
Identify key aspects of troubleshooting networking hardware.
Identify tools to troubleshoot TCP/IP issues.
Identify methods to troubleshoot remote connection issues.
Identify tools to troubleshoot name resolution.
Identify features of a firewall.

Delivery:

Distance Learning by CD-ROM and Manuals

Content:

Interactive, skills-based

Duration:

Approx 40 – 48 hours

Qualification:

Microsoft Certified Desktop Support Technician (MCDST)

Pre-requisites:

No prior relevant professional experience is required, however an MCDST candidate should have solid user-level competency with Windows and Office

Support:

Included for 12 months