Computer Service Technology II
This course covers much of the same material as in the first course, with much more
focus on determining the appropriate technology for a situation—running diagnostics,
and troubleshooting—rather than identification of hardware or operating system utilities.
The student will be expected to know all types of disk structures and run all the major
disk management tools and operating system recovery tools and techniques, to get
computers back up and running quickly. This course prepares the student for a second
exam. (CompTIA A+ certification can be acquired by passing the Essentials exam and
one other CompTIA exam, either 220-602, 220-603 or 220-604 exam.)
Prerequisites: Computer Service Technology I
Table of Contents
Personal Computer Components..............................................................2
Laptops and Portable Devices ..................................................................3
Operating Systems ...................................................................................3
Printers and Scanners ...............................................................................4
Networks ..................................................................................................5
Security ....................................................................................................6
Safety and Environmental Issues .............................................................7
Communication and Professionalism ......................................................7
Acronyms .................................................................................................8
Developed May 2007
Computer Service Technology II
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Computer Service Technology II
Content Guideline
(The student will be able to . . .)
Unit One
Personal Computer Components
1. Install, configure, optimize and upgrade personal computer components. Add, remove
and configure personal computer components including selection and installation of
appropriate components to include:
a. Storage devices
b. Motherboards
c. Power supplies
d. Processors/CPUs
e. Memory
f. Display devices
g. Input devices (e.g., basic, specialty and multimedia)
h. Adapter cards
i. Cooling systems
2. Identify tools, diagnostic procedures and troubleshooting techniques for personal
computer components.
a. Apply basic diagnostic procedures and troubleshooting techniques to isolate and
identify the problem using visual and audible inspection of components and
minimum configuration.
b. Recognize and isolate issues with peripherals, multimedia, specialty input
devices, internal and external storage and CPUs.
c. Identify the steps used to troubleshoot components (e.g., check proper seating,
installation, appropriate components, and settings and current driver).
i. Power supply
ii. Processor/CPUs and motherboards
iii. Memory
iv. Adapter cards
v. Display and input devices
d. Recognize names, purposes, characteristics and appropriate application of tools.
i. Multimeter
ii. Anti-static pad and wrist strap
iii. Specialty hardware/tools
iv. Loop back plugs
v. Cleaning products (e.g., vacuum, and cleaning pads)
3. Perform preventive maintenance of personal computer components by identifying and
applying common preventive maintenance techniques for personal computer
components including display devices (e.g., cleaning and ventilation), power devices
(e.g., appropriate source such as power strip, surge protector, and ventilation and
cooling), input devices (e.g., covers), storage devices (e.g., software tools such as
Developed May 2007
Computer Service Technology II
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Disk Defragmenter and cleaning of optics and tape heads), and thermally sensitive
devices such as motherboards, CPU, adapter cards memory (e.g., cleaning and air
flow).
Unit Two
Laptops and Portable Devices
1. Identify fundamental principles of using laptops and portable devices.
a. Identify appropriate applications for laptop-specific communication connections
such as Bluetooth, infrared, cellular WAN, and Ethernet.
b. Identify appropriate laptop-specific power and electrical input devices and
determine how amperage and voltage can affect performance.
c. Identify the major components of the LCD including inverter, screen and video
card.
2. Install, configure, optimize and upgrade laptops and portable devices.
a. Remove laptop-specific hardware such as peripherals, hot-swappable and nonhot-swappable devices.
b. Describe how video sharing affects memory upgrades.
3. Use tools, diagnostic procedures and troubleshooting techniques for laptops and
portable devices to diagnose power conditions, video, keyboard, pointer and wireless
card issues by verifying AC power (e.g., LEDs and swap AC adapter) and DC power,
remove unneeded peripherals, plugging in external monitor, using toggle Fn keys,
checking LCD cutoff switch, verifying backlight functionality and pixilation, and
testing stylus issues (e.g., digitizer problems), and antenna wires.
Unit Three
Operating Systems (Unless otherwise noted, operating systems referred to within
include Microsoft systems.)
1. Identify the fundamental principles of operating systems.
a. Use command-line functions and utilities to manage operating systems, including
proper syntax and switches including CMD, HELP, DIR, ATTRIB, EDIT, COPY,
XCOPY, FORMAT, IPCONFIG, PING, and MD/CD/RD.
b. Identify concepts and procedures for creating, viewing and managing disks,
directories and files on operating systems.
i. Disks (e.g., active, primary, and extended and logical partitions and file
systems including FAT32 and NTFS)
ii. Directory structures (e.g., create folders and navigate directory structures)
iii. Files (e.g., creation, attributes, and permissions)
c. Locate and use operating system utilities and available switches.
i. Disk management tools (e.g., DEFRAG, NTBACKUP, CHKDSK, and
FORMAT)
ii. System management tools (e.g., Device and Task Manager,
MSCONFIG.EXE, REGEDIT.EXE, REGEDT32.EXE, CMD, Event Viewer,
System Restore, and Remote Desktop)
iii. File management tools (e.g., Windows EXPLORER and ATTRIB.EXE)
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2. Install, configure, optimize and upgrade operating systems – references to upgrading
from Windows 95 and NT may be made by identifying procedures and utilities used
to optimize operating systems in virtual memory, hard drives (e.g., disk
defragmentation), temporary files, services, startup, and application.
3. Identify tools, diagnostic procedures and troubleshooting techniques for operating
systems.
a. Demonstrate the ability to recover operating systems (e.g., boot methods,
recovery console, ASR, and ERD).
b. Recognize and resolve common operational problems to include:
i. Windows-specific printing problems (e.g., print spool stalled and
incorrect/incompatible driver form print)
ii. Auto-restart errors
iii. Bluescreen error
iv. System lock-up
v. Device drivers failure (input/output devices)
vi. Application install, start or load failure
c. Recognize and resolve common error messages and codes to include:
i. Boot (e.g., invalid boot disk, inaccessible boot drive, and missing NTLDR)
ii. Startup (e.g., device/service failed to start, device/program in registry not
found)
iii. Event Viewer
iv. Registry
v. Windows reporting
d. Use diagnostic utilities and tools to resolve operational problems to include:
i. Bootable media
ii. Startup modes (e.g., safe mode, safe mode with command prompt or
networking, and step-by-step/single step mode)
iii. Documentation resources (e.g., user/installation manuals, internet/web based,
and training materials)
iv. Task and Device Manager
v. Event Viewer
vi. MSCONFIG command
vii. Recover CD/recovery partition
viii. Remote Desktop Connection and Assistance
ix. System File Checker (SFC)
4. Perform preventive maintenance for operating systems demonstrating the ability to
perform preventive maintenance on operating systems including software and
Windows updates (e.g., service packs), scheduled backups/restore, and restore points.
Unit Four
Printers and Scanners
1. Identify the fundamental principles of using printers and scanners by describing the
processes used by printers and scanners including laser, ink dispersion, thermal, solid
ink and impact printers, and scanners.
2. Install, configure, optimize and upgrade printers and scanners.
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a. Install and configure printers/scanners.
i. Power and connect the device using local or network port
ii. Install and update device driver and calibrate the device
iii. Configure options and default settings
iv. Install and configure print drivers (e.g., PCLTM, PostscriptTM, and GDI)
v. Validate compatibility with operating system and applications
vi. Educate user about basic functionality
b. Install and configure printer upgrades including memory and firmware.
c. Optimize scanner performance including resolution, file format, and default
settings.
3. Identify tools and diagnostic procedures to troubleshooting printers and scanners.
a. Gather information about printer/scanner problems.
b. Review and analyze collected data.
c. Isolate and resolve identified printer/scanner problem including defining the
cause, applying the fix and verifying functionality.
d. Identify appropriate tools used for troubleshooting and repairing printer/scanner
problems to include multimeter, screwdrivers, cleaning solutions, extension
magnet, and test patterns.
4. Perform preventive maintenance of printers and scanners.
a. Perform scheduled maintenance according to vendor guidelines (e.g., install
maintenance kits and reset page counts).
b. Ensure a suitable environment.
c. Use recommended supplies.
Unit Five
Networks
1. Identify the fundamental principles of networks.
a. Identify names, purposes and characteristics of basic network protocols and
terminologies, to include:
i. ISP
ii. TCP/IP (e.g., gateway, subnet mask, DNS, WINS, and static and automatic
address assignment)
iii. IPX/SPX (NWLink)
iv. NETBEUI/NETBIOS
v. SMTP
vi. IMAP
vii. HTML
viii. HTTP
ix. HTTPS
x. SSL
xi. Telnet
xii. FTP
xiii. DNS
b. Identify names, purposes and characteristics of technologies for establishing
connectivity to include:
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i. Dial-up networking
ii. Broadband (e.g., DSL, cable, and satellite)
iii. ISDN networking
iv. Wireless (all 802.11)
v. LAN/WAN
vi. Infrared
vii. Bluetooth
viii. Cellular
ix. VoIP
2. Install, configure, optimize, and upgrade networks.
a. Install and configure browsers.
i. Enable/disable script support
ii. Configure proxy and security settings
b. Establish network connectivity.
c. Install and configure network cards.
d. Obtain a connection.
e. Configure client options (e.g., Microsoft and Novell) and network options (e.g.,
domain, workgroup, and tree).
f. Configure network options.
g. Demonstrate the ability to share network resources including models, configure
permissions, and capacities/limitations for sharing for each operating system.
3. Use tools and diagnostic procedures to troubleshoot network problems.
a. Identify names, purposes and characteristics of tools including Command line
tools
(e.g.,
IPCONFIG.EXE,
PING.EXE,
TRACERT.EXE,
and
NSLOOKUP.EXE), and cable testing device.
b. Diagnose and troubleshoot basic network issue to include:
i. Driver/network interface
ii. Protocol configuration to include: TCP/IP (e.g., gateway, subnet mask, DNS,
WINS, and static and automatic address assignment), and IPX/SPX (NWLink)
iii. Permissions
iv. Firewall configuration
v. Electrical interference
4. Perform preventive maintenance of networks including securing and protecting
network cabling.
Unit Six
Security
1. Identify the fundamentals and principles of security.
a. Identify the purposes and characteristics of access control to include access to
operating system (e.g., accounts such as user, admin and guest, groups,
permission actions, types and levels), components, and restricted spaces.
b. Identify the purposes and characteristics of auditing and event logging.
2. Install, configure, upgrade and optimize security by installing and configuring
software, wireless and data security to include authentication technologies, software
firewalls, auditing and event logging (enable/disable only), wireless client
Developed May 2007
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configuration, unused wireless connections, data access (e.g., permissions and basic
local security policy), and file systems (converting from FAT32 to NTFS only).
3. Identify tool, diagnostic procedures and troubleshooting techniques for security by
diagnosing and troubleshooting software and data security issues to include:
a. Software firewall issues.
b. Wireless client configuration issues.
c. Data access issues (e.g., permissions and security policies).
d. Encryption and encryption technology issues.
4. Perform preventive maintenance for security by recognizing social engineering and
address social engineering situations.
Unit Seven
Safety and Environmental Issues
Identify potential hazards and proper safety procedures including power supply, display
devices and environment (e.g., trip, liquid, situational, atmospheric hazards, high-voltage,
and moving equipment).
Unit Eight
Communication and Professionalism
1. Use good communication skills including, listening and tact/discretion, when
communicating with customers and colleagues by using clear, concise and direct
statements, allowing the customer to complete statements (avoid interrupting),
clarifying customer statements – asking pertinent questions, avoiding the use of
technical jargon, abbreviations and acronyms, and listening to customers.
2. Use job-related professional behavior including notation of privacy, confidentiality
and respect for the customer and customers’ property by maintaining a positive
attitude and tone of voice, avoiding arguments with customers and/or becoming
defensive, minimizing customers’ problems, avoiding being judgmental and/or
insulting or calling the customers names, avoiding distractions and/or interruptions
when talking with customers, and properly handling the customer’s property
(telephone, laptop, desktop computer, printer, monitor, etc.).
Developed May 2007
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ACRONYMS
Acronym
AC
ACPI
ACT
ADSL
AGP
AMD
AMR
APIPA
APM
ARP
ASR
AT
ATA
ATAPI
ATM
ATX
BIOS
BNC
BRI
BTX
CCD
CD
CD-ROM
CD-RW
CDFS
CMOS
CNR
COM1
CPU
CRIMM
CRT
DAC
DB-25
DB-9
DC
DDOS
DDR
DDR RAM
DDR SDRAM
DFS
Developed May 2007
Spelled Out
alternating current
advanced configuration and power interface
activity
asymmetrical digital subscriber line
accelerated graphics port
advanced micro devices
audio modem riser
automatic private internet protocol addressing
advanced power management
address resolution protocol
automated system recovery
advanced technology
advanced technology attachment
advanced technology attachment packet interface
asynchronous transfer mode
advanced technology extended
basic input/output system
Bayonet-Neill-Concelman or British Navel Connector
basic rate interface
balanced technology extended
charged coupled device
compact disc
compact disc-read-only memory
compact disc-rewritable
compact disc file system
complementary metal-oxide semiconductor
communication network riser
communication port 1
central processing unit
continuity-rambus inline memory module
cathode-ray tube
discretionary access control
serial communications D-shell connector, 25 pins
9 pin D shell connector
direct current
distributed denial of service
double data-rate
double data-rate random access memory
double data-rate synchronous dynamic random access
memory
distributed file system
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DHCP
DIMM
DIN
DIP
DLT
DLP
DMA
DNS
DOS
DPMS
DRAM
DSL
DVD
DVD-RAM
DVD-ROM
DVD-R
DVD-RW
DVI
ECC
ECP
EEPROM
EFS
EIDE
EISA
EMI
EMP
EPROM
EPP
ERD
ESD
ESDI
EVGA
EVDO
FAT
FAT12
FAT16
FAT32
FDD
FERPA
Fn
FPM
FRU
FTP
FQDN
GB
GDI
Developed May 2007
dynamic host configuration protocol
dual inline memory module
Deutsche Industrie Norm
dual inline package
digital linear tape
digital light processing
direct memory access
domain name service or domain name server
disk operating system or denial of service
display power management signaling
dynamic random access memory
digital subscriber line
digital video disc or digital versatile disc
digital video disc-random access memory
digital video disc-read only memory
digital video disc-recordable
digital video disc-rewritable
digital visual interface
error correction code
extended capabilities port
electrically erasable programmable read-only memory
encrypting file system
enhanced integrated drive electronics
extended industry standard architecture
electromagnetic interference
electromagnetic pulse
erasable programmable read-only memory
enhanced parallel port
emergency repair disk
electrostatic discharge
enhanced small device interface
extended video graphics adapter/array
evolution data optimized or evolution data only
file allocation table
12-bit file allocation table
16-bit file allocation table
32-bit file allocation table
floppy disk drive
Family Educational Rights and Privacy Act
Function (referring to the function key on a laptop)
fast page-mode
field replaceable unit
file transfer protocol
fully qualified domain name
gigabyte
graphics device interface
Computer Service Technology II
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GHz
GUI
GPRS
GSM
HAL
HCL
HDD
HDMi
HPFS
HTML
HTTP
HTTPS
I/O
ICMP
ICS
ICR
IDE
IEEE
IIS
IMAP
IP
IPCONFIG
IPP
IPSEC
IPX
IPX/SPX
IR
IrDA
IRQ
ISA
ISDN
ISO
ISP
KB
LAN
LBA
LC
LCD
LDAP
LED
LIP or LiPoly
Li-on
LPD/LPR
LPT
LPT1
LPX
Developed May 2007
gigahertz
graphical user interface
general packet radio system
global system for mobile communications
hardware abstraction layer
hardware compatibility list
hard disk drive
high definition media interface
high performance file system
hypertext markup language
hypertext transfer protocol
hypertext transfer protocol over secure sockets layer
input/output
internet control message protocol
internet connection sharing
intelligent character recognition
integrated drive electronics
Institute of Electrical and Electronics Engineers
Internet Information Services
internet mail access protocol
internet protocol
internet protocol configuration
internet printing protocol
internet protocol security
internetwork packet exchange
internetwork packet exchange/sequenced packet exchange
infrared
Infrared Data Association
interrupt request
industry standard architecture
integrated services digital network
Industry Standards Organization
internet service provider
kilobyte
local area network
logical block addressing
Lucent connector
liquid crystal display
lightweight directory access protocol
light emitting diode
lithium-ion polymer
lithium-ion
line printer daemon / line printer remote
line printer terminal
line printer terminal 1
low profile extended
Computer Service Technology II
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LVD
MAC
MAN
MAPI
Mb
MB
MBR
MBSA
MCR
MFD
MFP
MHz
MicroDIMM
MIDI
MIME
MLI
MMC
MMX
MP3
MPEG
MSCONFIG
MSDS
MUI
NAS
NAT
NetBIOS
NetBEUI
NFS
NIC
NiCd
NiMH
NLI
NLX
NNTP
NTFS
NTLDR
NWLINK
OCR
OEM
OMR
OS
OSR
PAN
PATA
PC
PCI
Developed May 2007
low voltage differential
media access control
metropolitan area network
messaging application programming interface
megabit
megabyte
master boot record
Microsoft Baseline Security Analyzer
multivariant curve resolution
multi-function device
multi-function product
megahertz
micro dual inline memory module
musical instrument digital interface
multipurpose internet mail extension
multiple link interface
Microsoft management console
multimedia extensions
Moving Picture Experts Group Layer 3 Audio
Moving Picture Experts Group
Microsoft configuration
material safety data sheet
multilingual user interface
network-attached storage
network address translation
networked basic input/output system
networked basic input/output system extended user interface
network file system
network interface card
nickel cadmium
nickel metal hydride
not logged in or natural language interface
new low-profile extended
network news transfer protocol
new technology file system
new technology loader
Netware Link
optical character recognition
original equipment manufacturer
optical mark recognition
operating system
original equipment manufacturer service release
personal area network
parallel advanced technology attachment
personal computer
peripheral component interconnect
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PCIe
PCIX
PCL
PCMCIA
PDA
PGA
PGA2
PIN
PKI
PnP
POP
POP3
POST
POTS
PPP
PPTP
PRI
PROM
PS/2
PSTN
PVC
PXE
QoS
RAID
RAM
RAS
RBAC
RDRAM
RF
RFI
RGB
RIMM
RIP
RIS
RISC
RJ
RJ-11
RJ-45
RMA
ROM
RS-232 or RS-232C
RTC
SAN
SATA
SC
SCSI
Developed May 2007
peripheral component interconnect express
peripheral component interconnect extended
printer control language
Personal Computer Memory Card International Association
personal digital assistant
pin grid array
pin grid array 2
personal identification number
public key infrastructure
plug and play
post office protocol
post office protocol 3
power-on self test
plain old telephone service
point-to-point protocol
point-to-point tunneling protocol
primary rate interface
programmable read-only memory
Personal System/2 connector
public switched telephone network
permanent virtual circuit
preboot execution environment
quality of service
redundant array of independent (or inexpensive) discs
random access memory
remote access service
role-based access control or rule-based access control
RAMBUS® dynamic random access memory
radio frequency
radio frequency interference
red green blue
RAMBUS® inline memory module
routing information protocol
remote installation service
reduced instruction set computer
registered jack
registered jack function 11
registered jack function 45
returned materials authorization
read only memory
recommended standard 232
real-time clock
storage area network
serial advanced technology attachment
subscription channel
small computer system interface
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SCSI ID
SD
SDRAM
SEC
SFC
SGRAM
SIMM
SLI
SMB
SMTP
SNMP
SoDIMM
SOHO
SP
SP1
SP2
SPDIF
SPGA
SPX
SRAM
SSH
SSID
SSL
ST
STP
SVGA
SXGA
TB
TCP
TCP/IP
TDR
TFTP
UART
UDF
UDMA
UDP
UL
UNC
UPS
URL
USB
USMT
UTP
UXGA
Developed May 2007
small computer system interface identifier
card secure digital card
synchronous dynamic random access memory
single edge connector
system file checker
synchronous graphics random access memory
single inline memory module
scalable link interface or system level integration or scanline
interleave mode
server message block or small to midsize business
simple mail transport protocol
simple network management protocol
small outline dual inline memory module
small office/home office
service pack
service pack 1
service pack 2
Sony-Philips digital interface format
staggered pin grid array
sequenced package exchange
static random access memory
secure shell
service set identifier
secure sockets layer
straight tip
shielded twisted pair
super video graphics array
super extended graphics array
terabyte
transmission control protocol
transmission control protocol/internet protocol
time domain reflectometer
trivial file transfer protocol
universal asynchronous receiver transmitter
user defined functions or universal disk format or universal
data format
ultra direct memory access
user datagram protocol
Underwriter’s Laboratory
universal naming convention
uninterruptible power supply
uniform resource locator
universal serial bus
user state migration tool
unshielded twisted pair
ultra extended graphics array
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VESA
VFAT
VGA
VoIP
VPN
VRAM
WAN
WAP
WEP
WIFI
WINS
WLAN
WPA
WUXGA
XGA
ZIF
ZIP
Developed May 2007
Video Electronics Standards Association
virtual file allocation table
video graphics array
voice over internet protocol
virtual private network
video random access memory
wide area network
wireless application protocol
wired equivalent privacy
wireless fidelity
windows internet name service
wireless local area network
wireless protected access
wide ultra extended graphics array
extended graphics array
zero-insertion-force
zigzag inline package
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