CompTIA A+ 國際認可證書課程

CompTIA (The Computing Technology Industry Association) 於 1982 年成立，在當今快速發展的數位環境中，其推行的 A+ 認證是一套中立的 (Vendor Neutral) 國際認證及在 IT 行業中開啟職業生涯的業界標準。

國際上，CompTIA A+ 獲得多方認可。例如：

• 美國國防部承認 CompTIA A+ 認證可用於網絡安全基礎訓練的持續教育 (CompTIA DoD CE Information)。
• 國際標準組織 ISO 和 ANSI 對 CompTIA A+ 進行了 ISO/IEC 17024 認證，確保其符合全球質量標準。

在香港，僱主們都非常重視 CompTIA A+ 認證的重要性，例如：

• Jobsdb 列出了數十個需要 CompTIA A+ 認證的職位，涵蓋技術支持和網絡工程等角色，僱主包括仲量行、南豐集團、信和酒店、Canon、PCCW、Thales 物流、華爾街債券交易巨頭 Cantor Fitzgerald 等等偏佈各行各業。
• Glassdoor 顯示有 13 個開放的 CompTIA A+ 相關職位，僱主包括香港養和醫院、Microsoft 和 NTT Ltd. 等。

CompTIA A+ 認證涵蓋了硬體、軟體、網路技術、雲端、遠程支援和網路安全等多方面的基本知識，幫助初學者建立穩固的技術基礎。

隨著數位化趨勢的加速，擁有 CompTIA A+ 認證可以增強就業競爭力，使你能夠適應現代 IT 工作環境的需求。

CompTIA A+：你的初級行業標準認證！

為何要考取 CompTIA A+ 認證？

• 全球超過 250 萬人持有 CompTIA 認證，反映其受歡迎程度。
• CompTIA A+ 是進入 IT 行業的行業標準，特別適合希望從事技術支援或 IT 運營角色的專業人士。
• CompTIA A+ 領先而中立的認證，會被全球各地的國際級機構重視，並被設定為必要的入職條件。例如 Dell、HP、Ricoh、Sharp、Xerox 及 Apple Consultant Network 技術人員便必需持有 CompTIA 的各項認證。
• 為進修 Network+ / Security+ / Server+ / Cloud+、Cisco CCNA、Amazon AWS CCP、Oracle OCP、Microsoft Credentials 等等更高級的商業認證作準備。 • 職業探索：它幫助你探索資訊科技領域的各方面，讓你能夠確定感興趣的領域。
• 提高就業能力：CompTIA A+ 認證是技術支援和 IT 營運角色的首選認證，能顯著提升你在 IT 行業的就業機會。
• 技能發展：CompTIA A+ 認證及課程涵蓋了多方面的專業技能，包括：
  • 硬體 (Hardware)
  • 軟體 (Software)
  • 網路 (Networking)
  • 安全 (Security)
  • 遠程支援 (Remote Support)

  這些技能有助於你發展實用的 IT 能力，並提高你的專業水平，適用於各行各業。

• 認證先決條件：某些僱主或機構可能要求 CompTIA A+ 認證作為特定職位的先決條件。
• 個人成長：CompTIA A+ 認證能提升你在 IT 領域的專業知識和技能，令你可解決工作或生活上不少的 IT 難題。

誰會從 CompTIA A+ 認證及課程受益？

• 希望在資訊科技領域進一步發展的人士，例如技術支援人員、IT 營運人員等。
• 在需要對資訊科技有深入了解的各行各業在職人士。
• 希望提升工作表現、增強資訊科技技能並減少對支援人員的依賴的文職、銷售和營運人員。

而你將會於本中心舉辦的 CompTIA A+ 課程學到那些領域的資訊科技技能？

• 硬體安裝與維護：學習識別、安裝和維護各種硬體組件，如中央處理器、記憶體、儲存設備和顯示器。
• 網路設定與故障排除：掌握設置和管理網路設備的技能，理解網路協議，並學習如何診斷和解決網路問題。
• 裝置設定：學習設定和維護智能終端設備及行動裝置。
• 操作系統管理：深入了解 Windows、Linux 和 macOS 等操作系統的安裝、配置和維護。
• 軟體故障排除：學習診斷和解決應用程式和操作系統故障的能力。
• 安全措施：學習實施基本的安全措施，保護系統和網路免受潛在威脅。
• 營運程序：了解如何遵循最佳實踐 (Best Practice) 來進行客戶服務、溝通及文件編制。

  課程名稱：	CompTIA A+ 國際認可證書課程 - 簡稱：CompTIA A+ Training Course
  課程時數：	合共 42 小時 (共 14 堂)，共 2 科
  適合人士：	有志投身或轉職資訊科技界人士
  授課語言：	以廣東話為主，輔以英語
  課程筆記：	本中心導師親自編寫英文為主筆記，而部份英文字附有中文對照。

1. 模擬考試題目：	本中心為學員提供模擬考試題目，每條考試題目均附有標準答案。
2. 時數適中：	本中心的 CompTIA A+ 國際認可證書課程時數適中，有 42 小時。令學員能真正了解及掌握課程內容，而又能於 3 個月內考獲 CompTIA A+ 國際認可證書。
3. Larry Chan 親自教授：	Larry 具備了 29 年以上電腦、網絡、數據庫及保安系統的工作經驗，而最近 25 年更於本中心全職教學。
4. Larry Chan 親身編寫筆記：	Larry 親自編寫筆記，絕對適合考試及實際管理網路之用，令你無須「死鋤」如字典般厚及不適合香港讀書格調的書本。
5. 隨時隨地以任何瀏覽器享用一套專屬於你的導師器材，來進行全個課程的所有實習：	隨時：由課程開始日起計的 14 星期內，每星期 7 日，每日 24 小時。 隨地：於本中心上課時的課室、學員家中、甚至是離港旅遊時的住所等等地方。 任何瀏覽器：不論是 Windows PC、Macbook、iPad、Android等等，只要有任何的一個網頁瀏覽器。 一套專屬於你的導師器材，來進行全個課程的所有實習：學員透過上網接駁至雲端伺服器，便能個人獨享一套器材，而這套器材等同於導師教學時所用的器材，故學員能依照課程筆記來進行全個課程的所有實習。 而學員於這 14 星期內的實習進度會被儲存起，以方便學員於下一次做實習時能緊接之前的進度。另外，學員亦可自行在實習途中隨時使用快照 (Snapshot)，以便日後快速還原來重做實習。 故此，本課程無須要學員花時間及金錢來添置器材或自行租用雲端服務。 而學員透過上網所接駁的雲端伺服器，其規格如下： Intel Xeon Processor 8 核芯 32GB RAM 256GB 企業級 SSD 固態硬碟儲存空間 以上的雲端伺服器硬件，若是學員自行租用雲端服務的話，其租用費已差不多是本課程的學費了。 註： 導師器材會有 1 部 Windows 11 Enterprise、1 部 Linux 及 1 部 macOS。
6. 免費重讀：	傳統課堂學員可於課程結束後三個月內免費重看課堂錄影。

CompTIA 已公佈考生必須通過以下 2 個 CompTIA A+ 相關科目的考試，便可獲發 CompTIA A+ 國際認可證書：

考試編號	科目名稱
220-1201	CompTIA A+ Core 1
220-1202	CompTIA A+ Core 2

本中心為 CompTIA 指定的考試試場。報考時請致電本中心，登記欲報考之科目、考試日期及時間 (最快可即日報考)。臨考試前考生須出示身份證及繳付考試費。 每科考試費為 HK$2,075。 考試題目由澳洲考試中心傳送到你要應考的電腦，考試時以電腦作答。所有考試題目均為英文，而大多數的考試題目為選擇題。作答完成後會立即出現你的分數，結果即考即知！考試不合格便可重新報考，不限次數。欲知道作答時間、題目總數、合格分數等詳細考試資料，可瀏覽本中心網頁 "各科考試分數資料"。

課程名稱：CompTIA A+ 國際認可證書課程 - 簡稱：CompTIA A+ Training Course

CompTIA A+ Core 1 (220-1201 第 1 科 24 Hours)

1. Mobile Devices

1.1 Install and configure laptop hardware and components

• Hardware/device replacement
• Battery
• Keyboard/keys
• Random-access memory (RAM)
• Hard disk drive (HDD)/solid-state drive (SSD) migration
• HDD/SSD replacement
• Wireless cards
• Physical privacy and security components
• Biometrics
• Near-field scanner features

1.2 Compare and contrast the display components of mobile devices

• Types
• Liquid crystal display (LCD)
• In-plane switching (IPS)
• Twisted nematic (TN)
• Vertical alignment (VA)
• Organic light-emitting diode (OLED)
• Mobile display components
• WiFi antenna connector/placement
• Camera/webcam
• Microphone
• Touch screen/digitizer
• Inverter

1.3 Set up and configure accessories and ports of mobile devices

• Connection methods
• Universal Serial Bus (USB)/USB-C/microUSB/miniUSB
• Lightning
• Serial interfaces
• Near-field communication (NFC)
• Bluetooth
• Hotspot
• Accessories
• Touch pens
• Headsets
• Speakers
• Webcam
• Locking station
• Port replicator
• Trackpad/drawing pad

1.4 Configure basic mobile-device network connectivity and application support

• Wireless/cellular data network (enable/disable)
• 2G/3G/4G/5G
• Hotspot
• Global System for Mobile Communications (GSM) vs. code-division multiple access (CDMA)
• Preferred Roaming List (PRL) updates
• Bluetooth
• Enable Bluetooth
• Enable pairing
• Find a device for pairing
• Enter the appropriate PIN code
• Test connectivity
• Location services
• Global Positioning System (GPS) services
• Cellular location services
• Mobile device management (MDM)/mobile application management (MAM)
• Corporate email configuration
• Two-factor authentication
• Corporate applications
• Mobile device synchronization
• Account setup
• Microsoft 365
• Google Workspace
• iCloud
• Data to synchronize
• Mail
• Photos
• Calendar
• Contacts
• Recognizing data caps

2. Networking

2.1 Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes Ports and protocols

• 20/21 - File Transfer Protocol (FTP)
• 22 - Secure Shell (SSH)
• 23 - Telnet
• 25 - Simple Mail Transfer Protocol (SMTP)
• 53 - Domain Name System (DNS)
• 67/68 - Dynamic Host Configuration Protocol (DHCP)
• 80 - Hypertext Transfer Protocol (HTTP)
• 110 - Post Office Protocol 3 (POP3)
• 137/139 - Network Basic Input/Output System (NetBIOS)/NetBIOS over TCP/IP (NetBT)
• 143 - Internet Mail Access Protocol (IMAP)
• 161/162 - Simple Network Management Protocol (SNMP)
• 389 - Lightweight Directory Access Protocol (LDAP)
• 443 - Hypertext Transfer Protocol Secure (HTTPS)
• 445 - Server Message Block (SMB)/Common Internet File System (CIFS)
• 3389 - Remote Desktop Protocol (RDP)
• TCP vs. UDP
• Connectionless
• DHCP
• Trivial File Transfer Protocol (TFTP)
• Connection-oriented
• HTTPS
• SSH

2.2 Compare and contrast common networking hardware

• Routers
• Switches
• Managed
• Unmanaged
• Access points
• Patch panel
• Firewall
• Power over Ethernet (PoE)
• Injectors
• Switch
• PoE standards
• Hub
• Cable modem
• Digital subscriber line (DSL)
• Optical network terminal (ONT)
• Network interface card (NIC)
• Software-defined networking (SDN)

2.3 Compare and contrast protocols for wireless networking

• Frequencies
• 2.4GHz
• 5GHz
• Channels
• Regulations
• 2.4GHz vs. 5GHz
• Bluetooth
• 802.11
• a
• b
• g
• n
• ac (WiFi 5)
• ax (WiFi 6)
• be (WiFi 7)
• Long-range fixed wireless
• Licensed
• Unlicensed
• Power
• Regulatory requirements for wireless power
• NFC
• Radio-frequency identification (RFID)

2.4 Summarize services provided by networked hosts

• Server roles
• DNS
• DHCP
• Fileshare
• Print servers
• Mail servers
• Syslog
• Web servers
• Authentication, authorization, and accounting (AAA)
• Internet appliances
• Spam gateways
• Unified threat management (UTM)
• Load balancers
• Proxy servers
• Legacy/embedded systems
• Supervisory control and data acquisition (SCADA)
• Internet of Things (IoT) devices

2.5 Install and configure basic wired/wireless small office/home office (SOHO) networks

• Internet Protocol (IP) addressing
• IPv4
• Private addresses
• Public addresses
• IPv6
• Automatic Private IP Addressing (APIPA)
• Static
• Dynamic
• Gateway

2.6 Compare and contrast common network configuration concepts

• DNS
• Address
• A
• AAAA
• Mail exchanger (MX)
• Text (TXT)
• Spam management
• DomainKeys Identified Mail (DKIM)
• Sender Policy Framework (SPF)
• Domain-based Message Authentication, Reporting, and Conformance (DMARC)
• DHCP
• Leases
• Reservations
• Scope
• Virtual LAN (VLAN)
• Virtual private network (VPN)

2.7 Compare and contrast Internet connection types, network types, and their features

• Internet connection types
• Satellite
• Fiber
• Cable
• DSL
• Cellular
• Wireless Internet service provider (WISP)
• Network types
• Local area network (LAN)
• Wide area network (WAN)
• Personal area network (PAN)
• Metropolitan area network (MAN)
• Storage area network (SAN)
• Wireless local area network (WLAN)

2.8 Use networking tools

• Crimper
• Cable stripper
• WiFi analyzer
• Toner probe
• Punchdown tool
• Cable tester
• Loopback plug
• Network tap

3. Hardware

3.1 Explain basic cable types and their connectors, features, and purposes

• Network cables
• Copper
• Cat 5
• Cat 5e
• Cat 6
• Cat 6a
• Coaxial
• Shielded twisted pair
• Direct burial
• Unshielded twisted pair
• Plenum
• Optical
• Fiber
• T568A/T568B
• Peripheral cables
• USB 2.0
• USB 3.0
• Serial
• Thunderbolt
• Video cables
• High-Definition Multimedia Interface (HDMI)
• DisplayPort
• Digital Visual Interface (DVI)
• Video Graphics Array (VGA)
• Hard drive cables
• Serial Advanced Technology Attachment (SATA)
• Small Computer System Interface (SCSI)
• External SATA (eSATA)
• Integrated Drive Electronics (IDE)
• Adapter
• Connector types
• RJ11
• RJ45
• F type
• Straight tip (ST)
• Subscriber connector (SC)
• Lucent connector (LC)
• Punchdown block
• microUSB
• miniUSB
• USB-C
• Molex
• Lightning port
• DB9

3.2 Install the appropriate RAM

• RAM types
• Virtual RAM
• Small outline dual inline memory module (SODIMM)
• Double Data Rate 3 (DDR3)
• Double Data Rate 4 (DDR4)
• Double Data Rate 5 (DDR5)
• Error correction code (ECC) RAM
• Single-channel
• Dual-channel
• Triple-channel
• Quad-channel

3.3 Select and install storage devices

• Hard drives
• Speeds
• 5,400rpm
• 7,200rpm
• 10,000rpm
• 15,000rpm
• Form factor
• 2.5
• 3.5
• SSDs
• Communications interfaces
• Non-volatile Memory Express (NVMe)
• SATA
• Peripheral Component Interconnect Express (PCIe)
• Form factors
• M.2
• mSATA
• Drive configurations
• Redundant Array of Independent (or Inexpensive) Disks (RAID) 0, 1, 5, 10
• Removable storage
• Flash drives
• Memory cards
• Optical drives

3.4 Install and configure motherboards, central processing units (CPUs), and add-on cards

• Motherboard form factor
• Advanced Technology eXtended (ATX)
• Information Technology extended (ITX)
• Motherboard connector types
• Peripheral Component Interconnect (PCI)
• PCI Express (PCIe)
• Power connectors
• SATA
• eSATA
• Headers
• M.2
• Motherboard compatibility
• CPU sockets
• Advanced Micro Devices, Inc. (AMD)
• Intel
• Server
• Multisocket
• Desktop
• Mobile
• Basic Input/Output System (BIOS)/Unified Extensible Firmware Interface (UEFI) settings
• Boot options
• USB permissions
• Trusted Platform Module (TPM) security features
• Fan considerations
• Secure Boot
• Boot password
• Encryption
• TPM
• Hardware security module (HSM)
• CPU architecture
• x64/x86
• Advanced RISC Machine (ARM)
• Single-core
• Multicore
• Multithreading
• Virtualization support
• Expansion cards
• Sound card
• Video card
• Capture card
• NIC
• Cooling
• Fans
• Heat sink
• Thermal paste/pads
• Liquid

3.5 Install or replace the appropriate power supply

• Input 110-120 VAC vs. 220-240 VAC
• Output 3.3V vs. 5V vs. 12V
• 20-pin to 24-pin motherboard adapter
• Redundant power supply
• Modular power supply
• Wattage rating

3.6 Deploy and configure multifunction devices/printers and settings

• Properly unboxing a device setup location considerations
• Use appropriate drivers for a given OS
• Printer Control Language (PCL) vs. PostScript
• Device connectivity
• USB
• Ethernet
• Wireless
• Public/shared devices
• Printer share
• Print server
• Configuration settings
• Duplex
• Orientation
• Tray settings
• Quality
• Security
• User authentication
• Badging
• Audit logs
• Secured prints
• Network scan services
• Email
• SMB
• Cloud services
• Automatic document feeder (ADF)/flatbed scanner

3.7 Install and replace printer consumables

• Laser
• Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separation pads, duplexing assembly
• Imaging process: processing, charging, exposing, developing, transferring, fusing, and cleaning
• Maintenance: Replace toner, apply maintenance kit, calibrate, clean
• Inkjet
• Ink cartridge, print head, roller, feeder, duplexing assembly, carriage belt
• Maintenance: Clean heads, replace cartridges, calibrate, clear jams
• Thermal
• Feed assembly, heating element
• Special thermal paper
• Maintenance: Replace paper, clean heating element, remove debris
• Heat sensitivity of paper
• Impact
• Print head, ribbon, tractor feed
• Impact paper
• Maintenance: Replace ribbon, replace print head, replace paper
• 3-D printer
• Filament
• Resin
• Print bed

4. Virtualization and Cloud Computing

4.1 Summarize cloud-computing concepts

• Common cloud models
• Private cloud
• Public cloud
• Hybrid cloud
• Community cloud
• Infrastructure as a service (IaaS)
• Software as a service (SaaS)
• Platform as a service (PaaS)
• Cloud characteristics
• Shared resources
• Metered utilization
• Rapid elasticity
• High availability
• File synchronization
• Desktop virtualization
• Virtual desktop infrastructure (VDI) on premises
• VDI in the cloud

4.2 Summarize aspects of client-side virtualization

• Purpose of virtual machines
• Sandbox
• Test development
• Application virtualization
• Legacy software/OS
• Cross-platform virtualization
• Resource requirements
• Security requirements

5. Hardware and Network Troubleshooting

5.1 Apply the best practice methodology to resolve problems

• Identify the problem
• Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
• Inquire regarding environmental or infrastructure changes
• Establish a theory of probable cause (question the obvious)
• If necessary, conduct external or internal research based on symptoms
• Test the theory to determine the cause
• Once the theory is confirmed, determine the next steps to resolve the problem
• If the theory is not confirmed, re-establish a new theory or escalate
• Establish a plan of action to resolve the problem and implement the solution
• Refer to the vendor's instructions for guidance
• Verify full system functionality and, if applicable, implement preventive measures
• Document the findings, actions, and outcomes

5.2 Troubleshoot problems related to motherboards, RAM, CPU, and power

• Power-on self-test (POST) beeps
• Proprietary crash screens (blue screen of death [BSOD]/pinwheel)
• Black screen
• No power
• Sluggish performance
• Overheating
• Burning smell
• Intermittent shutdown
• Application crashes
• Grinding noise
• Capacitor swelling
• Inaccurate system date/time

5.3 Troubleshoot and diagnose problems with storage drives and RAID arrays

• Light-emitting diode (LED) status indicators
• Grinding noises
• Clicking sounds
• Bootable device not found
• Data loss/corruption
• RAID failure
• Self-monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) failure
• Extended read/write times
• Input/output operations per second (IOPS)
• Missing drives in OS

5.4 Troubleshoot video, projector, and display issues

• Incorrect data source
• Physical cabling issues
• Burned-out bulb
• Fuzzy image
• Display burn-in
• Dead pixels
• Flashing screen
• Incorrect color display
• Audio issues
• Dim image
• Intermittent projector shutdown

5.5 Troubleshoot common issues with mobile devices

• Poor battery health
• Swollen battery
• Broken screen
• Improper charging
• Poor/no connectivity
• Liquid damage
• Overheating
• Digitizer issues
• Physically damaged ports
• Malware
• Cursor drift/touch calibration

5.6 Troubleshoot and resolve printer issues

• Lines down the printed pages
• Garbled print
• Toner not fusing to paper
• Paper jams
• Faded print
• Incorrect paper size
• Paper not feeding
• Multipage misfeed
• Multiple prints pending in queue
• Speckling on printed pages
• Double/echo images on the print
• Incorrect color settings
• Grinding noise
• Finishing issues
• Staple jams
• Hole punch
• Incorrect page orientation

5.7 Troubleshoot problems with wired and wireless networks

• Intermittent wireless connectivity
• Slow network speeds
• Limited connectivity
• Jitter
• Poor Voice over Internet Protocol (VoIP) quality
• Port flapping
• High latency
• External interference

CompTIA A+ Core 2 (220-1202 第 2 科 18 Hours)

1. Operating Systems

1.1 Identify basic features of Microsoft Windows editions

• Windows editions
• Home
• Pro
• Pro for Workstations
• Enterprise
• Feature differences
• Domain access vs. workgroup
• Desktop styles/user interface
• Availability of Remote Desktop Protocol (RDP)
• Random-access memory (RAM) support limitations
• BitLocker
• gpedit.msc
• Upgrade paths
• In-place upgrade

1.2 Use the appropriate Microsoft command-line tool

• Navigation
• cd
• dir
• md
• rmdir
• Drive navigation inputs
• C: or D: or X:
• Command-line tools
• ipconfig
• ping
• hostname
• netstat
• nslookup
• chkdsk
• net user
• net use
• tracert
• format
• xcopy
• copy
• robocopy
• gpupdate
• gpresult
• shutdown
• sfc
• [command name] /?
• diskpart
• pathping
• winver

1.3 Use features and tools of the Microsoft Windows operating system (OS)

• Task Manager
• Services
• Startup
• Performance
• Processes
• Users
• Microsoft Management Console (MMC) snap-in
• Event Viewer (eventvwr.msc)
• Disk Management (diskmgmt.msc)
• Task Scheduler (taskschd.msc)
• Device Manager (devmgmt.msc)
• Certificate Manager (certmgr.msc)
• Local Users and Groups (lusrmgr.msc)
• Performance Monitor (perfmon.msc)
• Group Policy Editor (gpedit.msc)
• Additionals
• System Information (msinfo32.exe)
• Resource Monitor (resmon.exe)
• System Configuration (msconfig.exe)
• Disk Cleanup (cleanmgr.exe)
• Disk Defragment (dfrgui.exe)
• Registry Editor (regedit.exe)

1.4 Use the appropriate Microsoft Windows Control Panel utility

• Internet Options
• Devices and Printers
• Programs and Features
• Network and Sharing Center
• System
• Windows Defender Firewall
• Mail
• Sound
• User Accounts
• Device Manager
• Indexing Options
• Administrative Tools
• File Explorer Options
• Show hidden files
• Hide extensions
• General options
• View options
• Power Options
• Hibernate
• Power plans
• Sleep/suspend
• Standby
• Choose what closing the lid does
• Turn on fast startup
• Universal Serial Bus (USB) selective suspend
• Ease of Access

1.5 Use the appropriate Windows settings

• Time and Language
• Update and Security
• Personalization
• Apps
• Privacy
• System
• Devices
• Network and Internet
• Gaming
• Accounts

1.6 Configure Microsoft Windows networking features on a client/desktop

• Workgroup vs. domain setup
• Shared resources
• Printers
• File servers
• Mapped drives
• Local OS firewall settings
• Application restrictions and exceptions
• Configuration
• Client network configuration
• Internet Protocol (IP) addressing scheme
• Domain Name System (DNS) settings
• Subnet mask
• Gateway
• Static vs. dynamic
• Establish network connections
• Virtual private network (VPN)
• Wireless
• Wired
• Wireless wide area network (WWAN)
• Proxy settings
• Public network vs. private network
• File Explorer navigation - network paths
• Metered connections and limitations

1.7 Apply application installation and configuration concepts

• System requirements for applications
• 32-bit vs. 64-bit dependent application requirements
• Dedicated graphics card vs. integrated
• Video random-access memory (VRAM) requirements
• RAM requirements
• Central processing unit (CPU) requirements
• External hardware tokens
• Storage requirements
• OS requirements for applications
• Application to OS compatibility
• 32-bit vs. 64-bit OS
• Distribution methods
• Physical media vs. downloadable
• ISO mountable
• Other considerations for new applications
• Impact to device
• Impact to network
• Impact to operation
• Impact to business

1.8 Explain common OS types and their purposes

• Workstation OSs
• Windows
• Linux
• macOS
• Chrome OS
• Cell phone/tablet OSs
• iPadOS
• iOS
• Android
• Various filesystem types
• New Technology File System (NTFS)
• File Allocation Table 32 (FAT32)
• Third extended filesystem (ext3)
• Fourth extended filesystem (ext4)
• Apple File System (APFS)
• Extensible File Allocation Table (exFAT)
• Vendor life-cycle limitations
• End-of-life (EOL)
• Update limitations
• Compatibility concerns between OSs

1.9 Perform OS installations and upgrades in a diverse OS environment

• Boot methods
• USB
• Optical media
• Network
• Solid-state/flash drives
• Internet-based
• External/hot-swappable drive
• Internal hard drive (partition)
• Types of installations
• Upgrade
• Recovery partition
• Clean install
• Image deployment
• Repair installation
• Remote network installation
• Other considerations
• Third-party drivers
• Partitioning
• GUID [globally unique identifier] Partition Table (GPT)
• Master boot record (MBR)
• Drive format
• Upgrade considerations
• Backup files and user preferences
• Application and driver support/backward compatibility
• Hardware compatibility
• Feature updates
• Product life cycle

1.10 Identify common features and tools of the macOS/desktop OS

• Installation and uninstallation of applications
• File types
• .dmg
• .pkg
• .app
• App Store
• Uninstallation process
• Apple ID and corporate restrictions
• Best practices
• Backups
• Antivirus
• Updates/patches
• System Preferences
• Displays
• Networks
• Printers
• Scanners
• Privacy
• Accessibility
• Time Machine
• Features
• Multiple desktops
• Mission Control
• Keychain
• Spotlight
• iCloud
• Gestures
• Finder
• Remote Disc
• Dock
• Disk Utility
• FileVault
• Terminal
• Force Quit

1.11 Identify common features and tools of the Linux client/desktop OS

• Common commands
• ls
• pwd
• mv
• cp
• rm
• chmod
• chown
• su/sudo
• apt-get
• yum
• ip
• df
• grep
• ps
• man
• top
• find
• dig
• cat
• nano
• Best practices
• Backups
• Antivirus
• Updates/patches
• Tools
• Shell/terminal
• Samba

2. Security

2.1 Summarize various security measures and their purposes

• Physical security
• Access control vestibule
• Badge reader
• Video surveillance
• Alarm systems
• Motion sensors
• Door locks
• Equipment locks
• Guards
• Bollards
• Fences
• Physical security for staff
• Key fobs
• Smart cards
• Keys
• Biometrics
• Retina scanner
• Fingerprint scanner
• Palmprint scanner
• Lighting
• Magnetometers
• Logical security
• Principle of least privilege
• Access control lists (ACLs)
• Multifactor authentication (MFA)
• Email
• Hard token
• Soft token
• Short message service (SMS)
• Voice call
• Authenticator application
• Mobile device management (MDM)
• Active Directory
• Login script
• Domain
• Group Policy/updates
• Organizational units
• Home folder
• Folder redirection
• Security groups

2.2 Compare and contrast wireless security protocols and authentication methods

• Protocols and encryption
• WiFi Protected Access 2 (WPA2)
• WPA3
• Temporal Key Integrity Protocol (TKIP)
• Advanced Encryption Standard (AES)
• Authentication
• Remote Authentication Dial-In User Service (RADIUS)
• Terminal Access Controller Access-Control System (TACACS+)
• Kerberos
• Multifactor

2.3 Detect, remove, and prevent malware using the appropriate tools and methods

• Malware
• Trojan
• Rootkit
• Virus
• Spyware
• Ransomware
• Keylogger
• Boot sector virus
• Cryptominers
• Tools and methods
• Recovery mode
• Antivirus
• Anti-malware
• Software firewalls
• Anti-phishing training
• User education regarding common threats
• OS reinstallation

2.4 Explain common social-engineering attacks, threats, and vulnerabilities

• Social engineering
• Phishing
• Vishing
• Shoulder surfing
• Whaling
• Tailgating
• Impersonation
• Dumpster diving
• Evil twin
• Threats
• Distributed denial of service (DDoS)
• Denial of service (DoS)
• Zero-day attack
• Spoofing
• On-path attack
• Brute-force attack
• Dictionary attack
• Insider threat
• Structured Query Language (SQL) injection
• Cross-site scripting (XSS)
• Vulnerabilities
• Non-compliant systems
• Unpatched systems
• Unprotected systems (missing antivirus/missing firewall)
• EOL OSs
• Bring your own device (BYOD)

2.5 Manage and configure basic security settings in the Microsoft Windows OS

• Defender Antivirus
• Activate/deactivate
• Updated definitions
• Firewall
• Activate/deactivate
• Port security
• Application security
• Users and groups
• Local vs. Microsoft account
• Standard account
• Administrator
• Guest user
• Power user
• Login OS options
• Username and password
• Personal identification number (PIN)
• Fingerprint
• Facial recognition
• Single sign-on (SSO)
• NTFS vs. share permissions
• File and folder attributes
• Inheritance
• Run as administrator vs. standard user
• User Account Control (UAC)
• BitLocker
• BitLocker To Go
• Encrypting File System (EFS)

2.6 Configure a workstation to meet best practices for security

• Data-at-rest encryption
• Password best practices
• Complexity requirements
• Length
• Character types
• Expiration requirements
• Basic input/output system (BIOS)/Unified Extensible Firmware Interface (UEFI) passwords
• End-user best practices
• Use screensaver locks
• Log off when not in use
• Secure/protect critical hardware (e.g., laptops)
• Secure personally identifiable information (PII) and passwords
• Account management
• Restrict user permissions
• Restrict login times
• Disable guest account
• Use failed attempts lockout
• Use timeout/screen lock
• Change default administrator's user account/password
• Disable AutoRun
• Disable AutoPlay

2.7 Explain common methods for securing mobile and embedded devices

• Screen locks
• Facial recognition
• PIN codes
• Fingerprint
• Pattern
• Swipe
• Remote wipes
• Locator applications
• OS updates
• Device encryption
• Remote backup applications
• Failed login attempts restrictions
• Antivirus/anti-malware
• Firewalls
• Policies and procedures
• BYOD vs. corporate owned
• Profile security requirements
• Internet of Things (IoT)

2.8 Use common data destruction and disposal methods

• Physical destruction
• Drilling
• Shredding
• Degaussing
• Incinerating
• Recycling or repurposing best practices
• Erasing/wiping
• Low-level formatting
• Standard formatting
• Outsourcing concepts
• Third-party vendor
• Certification of destruction/recycling

2.9 Configure appropriate security settings on small office/home office (SOHO) wireless and wired networks

• Home router settings
• Change default passwords
• IP filtering
• Firmware updates
• Content filtering
• Physical placement/secure locations
• Dynamic Host Configuration Protocol (DHCP) reservations
• Static wide-area network (WAN) IP
• Universal Plug and Play (UPnP)
• Screened subnet
• Wireless specific
• Changing the service set identifier (SSID)
• Disabling SSID broadcast
• Encryption settings
• Disabling guest access
• Changing channels
• Firewall settings
• Disabling unused ports
• Port forwarding/mapping

2.10 Install and configure browsers and relevant security settings

• Browser download/installation
• Trusted sources
• Hashing
• Untrusted sources
• Extensions and plug-ins
• Trusted sources
• Untrusted sources
• Password managers
• Secure connections/sites - valid certificates
• Settings
• Pop-up blocker
• Clearing browsing data
• Clearing cache
• Private-browsing mode
• Sign-in/browser data synchronization
• Ad blockers

3. Software Troubleshooting

3.1 Troubleshoot common Windows OS problems

• Blue screen of death (BSOD)
• Sluggish performance
• Boot problems
• Frequent shutdowns
• Services not starting
• Applications crashing
• Low memory warnings
• USB controller resource warnings
• System instability
• No OS found
• Slow profile load
• Time drift
• Common troubleshooting steps
• Reboot
• Restart services
• Uninstall/reinstall/update applications
• Add resources
• Verify requirements
• System file check
• Repair Windows
• Restore
• Reimage
• Roll back updates
• Rebuild Windows profiles

3.2 Troubleshoot common personal computer (PC) security issues

• Unable to access the network
• Desktop alerts
• False alerts regarding antivirus protection
• Altered system or personal files
• Missing/renamed files
• Unwanted notifications within the OS
• OS update failures
• Browser-related symptoms
• Random/frequent pop-ups
• Certificate warnings
• Redirection

3.3 Use best practice procedures for malware removal

• Investigate and verify malware symptoms
• Quarantine infected systems
• Disable System Restore in Windows
• Remediate infected systems
• Update anti-malware software
• Scanning and removal techniques (e.g., safe mode, preinstallation environment)
• Schedule scans and run updates
• Enable System Restore and create a restore point in Windows
• Educate the end user

3.4 Troubleshoot common mobile OS and application issues

• Application fails to launch
• Application fails to close/crashes
• Application fails to update
• Slow to respond
• OS fails to update
• Battery life issues
• Randomly reboots
• Connectivity issues
• Bluetooth
• WiFi
• Near-field communication (NFC)
• AirDrop
• Screen does not autorotate

3.5 Troubleshoot common mobile OS and application security issues

• Security concerns
• Android package (APK) source
• Developer mode
• Root access/jailbreak
• Bootleg/malicious application
• Application spoofing
• Common symptoms
• High network traffic
• Sluggish response time
• Data-usage limit notification
• Limited Internet connectivity
• No Internet connectivity
• High number of ads
• Fake security warnings
• Unexpected application behavior
• Leaked personal files/data

4. Operational Procedures

4.1 Implement best practices associated with documentation and support systems information management

• Ticketing systems
• User information
• Device information
• Description of problems
• Categories
• Severity
• Escalation levels
• Clear, concise written communication
• Problem description
• Progress notes
• Problem resolution
• Asset management
• Inventory lists
• Database system
• Asset tags and IDs
• Procurement life cycle
• Warranty and licensing
• Assigned users
• Types of documents
• Acceptable use policy (AUP)
• Network topology diagram
• Regulatory compliance requirements
• Splash screens
• Incident reports
• Standard operating procedures
• Procedures for custom installation of software package
• New-user setup checklist
• End-user termination checklist
• Knowledge base/articles

4.2 Explain basic change-management best practices

• Documented business processes
• Rollback plan
• Sandbox testing
• Responsible staff member
• Change management
• Request forms
• Purpose of the change
• Scope of the change
• Date and time of the change
• Affected systems/impact
• Risk analysis
• Risk level
• Change board approvals
• End-user acceptance

4.3 Implement workstation backup and recovery methods

• Backup and recovery
• Full
• Incremental
• Differential
• Synthetic
• Backup testing
• Frequency
• Backup rotation schemes
• On site vs. off site
• Grandfather-father-son (GFS)
• 3-2-1 backup rule

4.4 Use common safety procedures

• Electrostatic discharge (ESD) straps
• ESD mats
• Equipment grounding
• Proper power handling
• Proper component handling and storage
• Antistatic bags
• Compliance with government regulations
• Personal safety
• Disconnect power before repairing PC
• Lifting techniques
• Electrical fire safety
• Safety goggles
• Air filtration mask

4.5 Summarize environmental impacts and local environmental controls

• Material safety data sheet (MSDS)/documentation for handling and disposal
• Proper battery disposal
• Proper toner disposal
• Proper disposal of other devices and assets
• Temperature, humidity-level awareness, and proper ventilation
• Location/equipment placement
• Dust cleanup
• Compressed air/vacuums
• Power surges, under-voltage events, and power failures
• Battery backup
• Surge suppressor

4.6 Explain the importance of prohibited content/activity and privacy, licensing, and policy concepts

• Incident response
• Chain of custody
• Inform management/law enforcement as necessary
• Copy of drive (data integrity and preservation)
• Documentation of incident
• Licensing/digital rights management (DRM)/end-user license agreement (EULA)
• Valid licenses
• Non-expired licenses
• Personal use license vs. corporate use license
• Open-source license
• Regulated data
• Credit card transactions
• Personal government-issued information
• PII
• Healthcare data
• Data retention requirements

4.7 Use proper communication techniques and professionalism

• Professional appearance and attire
• Match the required attire of the given environment
• Formal
• Business casual
• Use proper language and avoid jargon, acronyms, and slang, when applicable
• Maintain a positive attitude/project confidence
• Actively listen, take notes, and avoid interrupting the customer
• Be culturally sensitive
• Use appropriate professional titles, when applicable
• Be on time (if late, contact the customer)
• Avoid distractions
• Personal calls
• Texting/social media sites
• Personal interruptions
• Dealing with difficult customers or situations
• Do not argue with customers or be defensive
• Avoid dismissing customer problems
• Avoid being judgmental
• Clarify customer statements (ask open-ended questions to narrow the scope of the problem, restate the issue, or question to verify understanding)
• Do not disclose experience via social media outlets
• Set and meet expectations/time line and communicate status with the customer
• Offer repair/replacement options, as needed
• Provide proper documentation on the services provided
• Follow up with customer/user at a later date to verify satisfaction
• Deal appropriately with customers' confidential and private materials (Located on a computer, desktop, printer, etc.)

4.8 Identify the basics of scripting

• Script file types
• .bat
• .ps1
• .vbs
• .sh
• .js
• .py
• Use cases for scripting
• Basic automation
• Restarting machines
• Remapping network drives
• Installation of applications
• Automated backups
• Gathering of information/data
• Initiating updates
• Other considerations when using scripts
• Unintentionally introducing malware
• Inadvertently changing system settings
• Browser or system crashes due to mishandling of resources

4.9 Use remote access technologies

• Methods/tools
• RDP
• VPN
• Virtual network computer (VNC)
• Secure Shell (SSH)
• Remote monitoring and management (RMM)
• Microsoft Remote Assistance (MSRA)
• Third-party tools
• Screen-sharing software
• Video-conferencing software
• File transfer software
• Desktop management software
• Security considerations of each access method

The course content above may change at any time without notice in order to better reflect the contents of examinations.