Workforce Development

Corporate Offering
PC and Network Support for Office Staff

Course Description
This course provides an overview of and solutions to common desktop computer and network issues confronting businesses daily. The focus of this course is to enable office staff to assist their companies with basic, persistent Information Technology (IT) needs. Students will learn how to solve basic network and PC support issues, and will know when to call a professional network consultant. The curriculum includes workbook, CD-ROM, tools, lecture, and hands on lab exercises.

This course is intended for office administrators and other support staff who wish to learn the basics of becoming the first level of IT support in an office environment.

After completing this course, students will be able to :

• Solve the common desktop and network problems and slow-downs
• Learn how PCs, printers and servers connect on the network
• Protect the network and desktops from viruses, spyware and spam
• Learn e-mail tips, tricks and troubleshooting
• Perform basic system backup and restore data
• Identify and install new PCs, printers and network hardware
• Assist the vendor helpdesk in troubleshooting and correcting common issues while demonstrating industry best practices
• Know why servers are different than PCs and how to react if the server goes down
• Respond appropriately if you think you’ve been “hacked “
• Know when, where and how to get more help from vendor tech support and other professionals

Prerequisites
Prospective students should be familiar with the use of the Windows operating system in a business environment.

Materials students will receive

• Resource CD
• PC Repair Handbook
• Beginning Networking textbook
• Computer Repair Tool Kit
• CEU and College credit available for many MTTC courses

Course Outline

• PC repair and troubleshooting overview
• Utilize Windows Control Panel
• Understanding the Windows Registry and what it does
• Adding new programs and hardware
• Networking printers
• Email basics - SMTP, POP3, DNS
• Server services - what they are and how to reboot
• File permissions - local and domain, user and group
• Security policies - legal Issues, updates & patches
• Viruses, spyware, spam
• What to do if you think you’ve been hacked
• IT Support best practices
• Documentation - licensing, warranties, manuals
• Backup and restore - media, software, disaster recovery
• Increasing productivity - having the right tools
• Dealing with unruly users
• Resources for self help - areas to go and to avoid
• When to ask for help and where to get it

Course Duration and Schedule

Duration: 12 clock hours

CEU and College credit available for many MTTC courses