- Hardware/device replacement
- Battery
- Keyboard/keys
- Random-access memory (RAM)
- Hard disk drive (HDD)/solid state drive (SSD) migration
- HDD/SSD replacement
- Wireless cards
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- Physical privacy and security components
- Biometrics
- Near-field scanner features
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1.2 Compare and contrast the display components of mobile devices.
[edit | edit source]
- Types
- Liquid crystal display (LCD)
- In-plane switching (IPS)
- Twisted nematic (TN)
- Vertical alignment (VA)
- Organic light-emitting diode (OLED)
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- Mobile display components
- WiFi antenna connector/placement
- Camera/webcam
- Microphone
- Touch screen/digitizer
- Inverter
|
- Connection methods
- Universal Serial Bus (USB)/USB-C/microUSB/miniUSB
- Lightning
- Serial interfaces
- Near-field communication (NFC)
- Bluetooth
- Hotspot
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- Accessories
- Touch pens
- Headsets
- Speakers
- Webcam
- Docking station
- Port replicator
- Trackpad/drawing pad
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- 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
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- 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
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2.1 Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes.
[edit | edit source]
- 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)
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- TCP vs. UDP
- Connectionless
- DHCP
- Trivial File Transfer Protocol (TFTP)
- Connection-oriented
|
- Routers
- Switches
- Access points
- Patch panel
- Firewall
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- 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)
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2.3 Compare and contrast protocols for wireless networking.
[edit | edit source]
- Frequencies
- Channels
- Regulations
- 2.4GHz vs. 5GHz
- Bluetooth
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- 802.11
- a
- b
- g
- n
- ac (WiFi 5)
- ax (WiFi 6)
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- Long-range fixed wireless
- Licensed
- Unlicensed
- Power
- Regulatory requirements for wireless power
- NFC
- Radio-frequency identification (RFID)
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- Server roles
- DNS
- DHCP
- Fileshare
- Print servers
- Mail servers
- Syslog
- Web servers
- Authentication, authorization, and accounting (AAA)
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- Internet applicances
- Spam gateways
- Unified threat management (UTM)
- Load balancers
- Proxy servers
- Legacy/embedded systems
- Supervisory control and data acquisition (SCADA)
- Internet of Things (IoT) devices
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- Internet Protocol (IP) addressing
- IPv4
- Private addresses
- Public addresses
- IPv6
- Automatic Private IP Addressing (APIPA)
- Static
- Dynamic
- Gateway
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2.6 Compare and contrast common network configuration concepts.
[edit | edit source]
- DNS
- Address
- Mail exchanger (MX)
- Text (TXT)
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- DHCP
- Leases
- Reservations
- Scope
- Virtual LAN (VLAN)
- Virtual private network (VPN)
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2.7 Compare and contrast Internet connection types, network types, and their features.
[edit | edit source]
- Internet connection types
- Satellite
- Fiber
- Cable
- DSL
- Cellular
- Wireless Internet service provider (WISP)
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- 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)
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- Crimper
- Cable stripper
- WiFi analyzer
- Toner probe
|
- Punchdown tool
- Cable tester
- Loopback plug
- Network tap
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3.1 Explain basic cable types and their connectors, features, and purposes.
[edit | edit source]
- Network cables
- Copper
- Cat 5
- Cat 5e
- Cat 6
- Cat 6a
- Coaxial
- Shielded twisted pair
- Unshielded twisted pair
- Plenum
- Optical
- T568A/T568B
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- 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)
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- 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
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- Single-channel
- Dual-channel
- Triple-channel
- Quad-channel
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3.3 Given a scenario, select and install storage devices.
[edit | edit source]
- Hard drives
- Speeds
- 5,400rpm
- 7,200rpm
- 10,000rpm
- 15,000rpm
- Form factor
|
- SSDs
- Communications interfaces
- Non-volatile Memory Express (NVMe)
- SATA
- Peripheral Component Interconnect Express (PCIe)
- Form factors
|
- Drive configurations
- Redundant Array of Independent (or Inexpensive) Disks (RAID) 0, 1, 5, 10
- Removable storage
- Flash drives
- Memory cards
- Optical drives
|
- 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
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- Encryption
- 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
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3.5 Given a scenario, install or replace the appropriate power supply.
[edit | edit source]
- 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
|
- Properly unboxing a device – setup location considerations
- Use appropriate drivers for a given OS
- Printer Control Language (PCL) vs. PostScript
- Device connectivity
- Public/shared devices
- Printer share
- Print server
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- Configuration settings
- Duplex
- Orientation
- Tray settings
- Quality
- Security
- User authentication
- Badging
- Audit logs
- Secured prints
- Network scan services
- Automatic document feeder (ADF)/flatbed scanner
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3.7 Given a scenario, install and replace printer consumables.
[edit | edit source]
- 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
- Calibration
- Maintenance: Clean heads, replace cartridges, calibrate, clear jams
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- 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
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- 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
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- Purpose of virtual machines
- Sandbox
- Test development
- Application virtualization
- Legacy software/OS
- Cross-platform virtualization
- Resource requirements
- Security requirements
5.1 Given a scenario, apply the best practice methodology to resolve problems.
[edit | edit source]Always consider corporate policies, procedures, and impacts before implementing changes:
1. 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
2. Establish a theory of probable cause (question the obvious)
- If necessary, conduct external or internal research based on symptoms
3. 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
4.Establish a plan of action to resolve the problem and implement the solution
- Refer to the vendor’s instructions for guidance
5.Verify full system functionality and, if applicable, implement preventive measures
6.Document the findings, actions, and outcomes
- Common symptoms
- 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 Given a scenario, troubleshoot and diagnose problems with storage drives and RAID arrays.
[edit | edit source]- Common symptoms
- 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 Given a scenario, troubleshoot video, projector, and display issues.
[edit | edit source]- Common symptoms
- 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 Given a scenario, troubleshoot common issues with mobile devices.
[edit | edit source]- Common symptoms
- 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 Given a scenario, troubleshoot and resolve printer issues.
[edit | edit source]- Common symptoms
- 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
- Incorrect page orientation
5.7 Given a scenario, troubleshoot problems with wired and wireless networks.
[edit | edit source]- Common symptoms
- Intermittent wireless connectivity
- Slow network speeds
- Limited connectivity
- Jitter
- Poor Voice over Internet Protocol (VoIP) quality
- Port flapping
- High latency
- External interference
1.1 Identify basic features of Microsoft Windows editions.
[edit | edit source]
- Windows 10 editions
- Home
- Pro
- Pro for Workstations
- Enterprise
- Upgrade paths
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- 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
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- Navigation
- cd
- dir
- md
- rmdir
- Drive navigation inputs:
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- 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
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- Task Manager
- Services
- Startup
- Performance
- Processes
- Users
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- 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)
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- Additional tools
- System Information (msinfo32.exe)
- Resource Monitor (resmon.exe)
- System Configuration (msconfig.exe)
- Disk Cleanup (cleanmgr.exe)
- Disk Defragment (dfrgui.exe)
- Registry Editor (regedit.exe)
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1.4 Given a scenario, use the appropriate Microsoft Windows 10 Control Panel utility.
[edit | edit source]
- 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
- Ease of Access
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- 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
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1.5 Given a scenario, use the appropriate Windows settings.
[edit | edit source]
- Time and Language
- Update and Security
- Personalization
- Apps
- Privacy
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- System
- Devices
- Network and Internet
- Gaming
- Accounts
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- Workgroup vs. domain setup
- Shared resources
- Printers
- File servers
- Mapped drives
- Client network configuration
- Internet Protocol (IP) addressing scheme
- Domain Name System (DNS) settings
- Subnet mask
- Gateway
- Static vs. dynamic
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- 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
- Local OS firewall settings
- Application restrictions and exceptions
- Configuration
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1.7 Given a scenario, apply application installation and configuration concepts.
[edit | edit source]
- 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
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- 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
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- Workstation OSs
- Windows
- Linux
- macOS
- Chrome OS
- Cell phone/tablet OSs
|
- 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
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- 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
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- 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
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- Installation and uninstallation of applications
- File types
- 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
|
- 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
|
2.1 Summarize various security measures and their purposes.
[edit | edit source]
- 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
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- 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
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2.2 Compare and contrast wireless security protocols and authentication methods.
[edit | edit source]
- 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
|
- 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
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2.4 Explain common social-engineering attacks, threats, and vulnerabilities.
[edit | edit source]
- 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)
|
- 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)
|
- Data-at-rest encryption
- Password best practices
- Complexity requirements
- 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.
[edit | edit source]
- 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 Given a scenario, use common data destruction and disposal methods
[edit | edit source]
- 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
|
- 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
|
- Browser download/installation
- Trusted sources
- 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
|
3.1 Given a scenario, troubleshoot common Windows OS problems.
[edit | edit source]
- Common symptoms
- 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 Given a scenario, troubleshoot common personal computer (PC) security issues.
[edit | edit source]- Common symptoms
- Unable to access the network
- Desktop alerts
- False alerts regarding antivirus protection
- Altered system or personal files
- Unwanted notifications within the OS
- OS update failures
- Browser-related symptoms
- Random/frequent pop-ups
- Certificate warnings
- Redirection
3.3 Given a scenario, use best practice procedures for malware removal.
[edit | edit source]- 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 Given a scenario, troubleshoot common mobile OS and application issues.
[edit | edit source]- Common symptoms
- 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 Given a scenario, troubleshoot common mobile OS and application security issues.
[edit | edit source]
- Security concerns
- Android package (APK) source
- Developer mode
- Root access/jailbreak
- Bootleg/malicious application
|
- 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
|
- 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
- Incident reports
- Standard operating procedures
- Procedures for custom installation of software package
- New-user setup checklist
- End-user termination checklist
- Knowledge base/articles
|
- 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
- Change board approvals
- End-user acceptance
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4.3 Given a scenario, implement workstation backup and recovery methods.
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- Backup and recovery
- Full
- Incremental
- Differential
- Synthetic
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- Backup testing
- Backup rotation schemes
- On site vs. off site
- Grandfather-father-son (GFS)
- 3-2-1 backup rule
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- Electrostatic discharge (ESD) straps
- ESD mats
- Equipment grounding
- Proper power handling
- Proper component handling and storage
- Antistatic bags
- Compliance with government regulations
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- Personal safety
- Disconnect power before repairing PC
- Lifting techniques
- Electrical fire safety
- Safety goggles
- Air filtration mask
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4.5 Summarize environmental impacts and local environmental controls.
[edit | edit source]- 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.
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- Incident response
- Chain of custody
- Inform management/law enforcement as necessary
- Copy of drive (data integrity and preservation)
- Documentation of incident
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- 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
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4.7 Given a scenario, use proper communication techniques and professionalism.
[edit | edit source]
- Professional appearance and attire
- Match the required attire of the given environment
- 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
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- 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.
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- 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
- 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
