Every effort has been made to ensure the accuracy of this book and the contents of the companion disc. If you have comments, questions, or ideas regarding this book or the companion disc,
Attn: MCDST Self-Paced Training Kit (Exam 70-271 ): Supporting Users and Troubleshooting a Microsoft Windows XP Operating System Editor
One Microsoft Way
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The 120-day evaluation edition provided with this training is not the full retail product and is provided only for the purposes of training and evaluation. Microsoft and Microsoft Technical Support do not support this evaluation edition.
The evaluation edition of Microsoft Windows XP Professional Edition included with this book should not be used on a primary work computer. The evaluation edition is unsupported. For online support information relating to the full version of Microsoft Windows XP Professional Edition that might also apply to the Evaluation Edition, you can connect to http://support.microsoft.com/ .
Information about any issues relating to the use of the Evaluation Edition with this training kit is posted to the Support section of the Microsoft Press website (
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This first chapter serves as an overview to the desktop support role and environment; it does not
As a desktop support technician (DST), your job is to isolate and solve problems. To do this, you must understand your role in the support environment. You must also know how to talk to users with different levels of experience—how to ask questions, how to interpret what users say, and how to suggest changes. You must know where to search for answers to problems and how to apply and document the solutions to those problems.
The goal of this chapter is to introduce you to desktop support and common network configurations and to teach you how best to support the end
Lesson 1: Introduction to Supporting Users
Lesson 2: Overview of Corporate Environments
Lesson 3: Overview of Noncorporate Environments
Lesson 4: Overview of Basic Troubleshooting
The purpose of this course is to teach you to support end users who run Microsoft Windows XP Professional in a corporate environment or Windows XP Home Edition in a home or small business environment and to prepare you for the 70-271 MCDST exam. This course assumes that you have approximately six months of hands-on experience and the following prerequisite knowledge:
Basic experience using a Windows operating system such as Windows XP
Basic understanding of Windows accessories, including Microsoft Internet Explorer
Basic understanding of
Basic understanding of hardware
Basic understanding of the major desktop components and interfaces and their functions
Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings
Basic understanding of using command-line utilities to manage the operating system
Basic understanding of technologies that are available for establishing Internet connectivity