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CompTIA A+ Certification 220-902 Support Skills

This 5-day A 2015 Part 2 event is intended for those wishing to study towards CompTIA A Certification. A is a foundation-level course designed for IT professionals with around 1 year's experience whose job role is focused on PC support.

Successful candidates will have the knowledge required to assemble components based on customer requirements, install, configure and maintain devices, PCs and software for end users, understand the basics of networking and security/forensics, properly and safely diagnose, resolve and document common hardware and software issues, apply troubleshooting skills, provide appropriate customer support, and understand the basics of virtualization, desktop imaging, and deployment.

Target Audience CompTIA A certification is aimed at IT professionals with (or seeking) job roles such as Support Engineer, Maintenance Engineer, Desktop Engineer, Computer Administrator, or PC Support Analyst.


Learning Objectives

  • Install and configure Microsoft Windows XP, Microsoft Windows Vista, and Microsoft Windows 7.
  • Manage and optimize Windows using command line tools and administrative consoles.
  • Configure and manage users, groups, and shared resources in a typical SOHO network.
  • Use anti-virus tools to prevent and recover from malware infections.
  • Configure access control measures, such as authentication, security policy, encryption, and firewalls.
  • Diagnose and resolve Windows, PC hardware, network, and printer troubleshooting scenarios.
  • Configure mobile devices, such as smartphones and table.


Delegates must have basic experience of using a PC, Windows, and browsing the web. Specifically, it is recommended that you have the following skills and knowledge before starting this course:

  • Use a keyboard and mouse.
  • Recognize the main components of a PC and different data media such as USB drives and DVD.
  • Start the computer and navigate the desktop.
  • Use Windows Explorer to create directories and subdirectories and manage files.
  • Use Internet Explorer to view websites.

Course Content

Module 1 / Supporting Windows

Windows Operating System

  • What is an Operating System?
  • Microsoft Windows 7
  • Microsoft Windows 8
  • Microsoft Windows Vista
  • Windows System Requirements
  • Windows Upgrade Paths


  • The Windows Desktop

Administration Tools

  • Control Panel and System Properties
  • User Account Control
  • Administrative Tools
  • Command Prompt and Text Editors
  • File Explorer
  • Shut Down
  • Windows Registry


  • System Administration Tools

Managing Storage

  • Disk Partitions
  • File Systems
  • Disk Management Tool
  • Adding Arrays (Dynamic Storage)
  • Drive Status
  • Command Line Disk Management
  • Mount Points and Disk Images


  • Disk Management

Managing Files

  • File Explorer
  • OneDrive
  • Navigating Directories using a Command Prompt
  • File Management using a Command Prompt


  • File Management

Managing Applications

  • Managing Software
  • Managing Services
  • msconfig
  • Task Manager
  • Windows 8 Task Manager


  • Application Management

Module 2 / Supporting Windows

Managing Devices

  • Configuring Hardware
  • Device Manager
  • Display and Sound Settings
  • Power Options


  • Device Management

Managing Performance

  • Viewing System Information
  • Performance Monitor
  • Advanced System Properties


  • System Management Utilities

Troubleshooting Windows

  • Troubleshooting Models
  • Troubleshooting Procedures
  • Event Viewer
  • Windows Error Reporting
  • Windows Troubleshooting Tools
  • Troubleshooting Windows Errors
  • Troubleshooting Application Errors


  • Event Viewer

Managing Users

  • User and Group Accounts
  • Managing User Accounts

Installing Windows

  • Windows Installation Overview
  • Installation Boot Methods
  • Preparing the Hard Disk
  • Completing an Attended Installation
  • Options for Deploying Windows


  • Installing Windows

Module 3 / Supporting Windows

Troubleshooting Boot Problems

  • BIOS and UEFI
  • Troubleshooting Boot Problems
  • System Restore
  • Advanced Boot Options Menu
  • System Repair and Reinstallation


  • Boot Troubleshooting
  • Advanced Recovery Options

Maintenance and Backup

  • Disk Maintenance Utilities
  • Task Scheduler
  • Patch Management
  • Data Backup
  • Restoring User Profiles


  • Windows Maintenance Tasks

Threats and Vulnerabilities

  • Security Fundamentals
  • Security Policies
  • Social Engineering
  • Network Footprinting and Fingerprinting
  • Network Attack Strategies

Viruses and Malware

  • Types of Malware
  • Anti-Virus Software
  • Malware Symptoms
  • Researching Malware
  • Quarantine and Remediation
  • Preventing Malware Infections
  • Security Center and Windows Defender


  • Anti-Virus Software

Securing Workstations

  • Digital Security
  • Authentication
  • Password and Account Policies
  • Workstation Security
  • Physical Security


  • Account and Password Policies

Securing Data

  • Data Policies
  • Corporate Security Policy
  • Data Encryption
  • Data Disposal Methods
  • Incident Response Policies

Module 4 / Supporting Windows Networks
Configuring Network Connections

  • Network Card Properties
  • Establishing Networking Connections
  • Configuring Internet Protocol (IP)
  • Establishing Internet Connections
  • Remote Access Utilities

Securing Network Connections

  • Configuring the Browser
  • Network and Host Firewalls
  • Windows Firewall
  • Securing SOHO Networks


  • Network Connections and Windows Firewall

Configuring Shared Resources

  • Domains
  • Workgroups and Homegroups
  • Configuring File and Folder Sharing
  • NTFS File and Folder Permissions


  • Windows Homegroup Networking

Virtualization and Services

  • Virtualization Basics
  • Purposes of Virtual Machines
  • Security Requirements
  • Cloud Computing
  • Networked Host Services


  • Windows Domain Networking

Module 5 / Linux, OS X, and Mobile OS

Linux Operating System

  • Linux Distros and Shells
  • Linux Disk and File Management Commands
  • Securing a Linux File System
  • Managing Linux User Accounts
  • Linux Software and Patch Management
  • Troubleshooting Linux OS


  • Installing and Configuring Linux


  • Apple Macs and OS X
  • OS X File Management
  • OS X Users and Passwords
  • OS X Software Management
  • OS X Networking
  • OS X Diagnostic Utilities
  • OS X Troubleshooting

Mobile Operating Systems

  • Android, iOS, and Windows Mobile
  • Features of Mobile Operating Systems
  • Cellular Data Networks
  • Wi-Fi and Bluetooth Networks
  • Mobile Device Synchronization

Mobile OS Security and Troubleshooting

  • Mobile OS Security
  • Mobile OS Access Control
  • Mobile OS Policies
  • Mobile OS Troubleshooting Tools
  • Troubleshooting Mobile OS Issues
  • Troubleshooting Mobile Wireless Issues
  • Troubleshooting Mobile Security Issues

Safety and Environmental Procedures

  • Local Government Regulations
  • Electrical Safety
  • Cable Management and Lifting Techniques
  • Component Handling
  • Environmental Controls
  • Power Problems
  • Disposal and Recycling


  • Implementing an Anti-ESD Service Kit
  • Cleaning and Preventive Maintenance

Professionalism and Communication

  • Customer Service Skills
  • Communication Skills
  • Professionalism
  • Handling Customer Complaints

Exams & Certification

This 5-day hands-on course is designed to prepare students for exam 220-902.


Please note - The exam is not taken at the end of the course. Exams are booked direct with Pearson Vue.

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