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| Topic | Details |
|---|
| Software 21% |
| Compare and contrast common operating systems and their functions and features. | 1.Types- Mobile
- Apple iOS
- Android
- Windows phone
- Blackberry
- Workstation
- Windows
- Mac
- Linux
- Chrome OS
- Open source vs. commercial
2. Software compatibility for different OS types and versions 3. Awareness of hardware compatibility for OS support
- 32-bit vs. 64-bit operating systems
4.Basic functions of an operating system- Interface between user and machine
- Coordination of hardware components
- Provides environment for software to function
- Monitors system health and functionality
- Displays structure/directories for data management
|
| Identify common programs, applications and their purpose. | 1.Types- Productivity software
- Word processing
- Spreadsheet software
- Email software
- Basic database software
- PDF viewers/creators
- Presentation software
- Desktop publishing software
- Personal information manager
- Remote desktop software
- Collaboration software
- Online workspace
- Document storage/sharing
- Screen sharing software
- Video conferencing software
- Instant messaging software
- Email software
- Utility software
- Anti-malware
- Software firewalls
- Diagnostic/maintenance software
- Compression software
- Specialized software
- CAD
- Graphic design
- Medical
- Scientific
- Financial
- Gaming
- Entertainment
- Open source vs. commercial
2.Platforms
3.Common file types- Documents
- txt
- rtf
- doc/docx
- xls/xlsx
- ppt/pptx
- pdf
- Audio
- mp3
- wav
- flac
- aac
- m4a
- Images
- jpg
- gif
- tiff
- png
- bmp
- Video
- mpg
- mp4
- flv
- wmv
- avi
- Executables
- exe
- msi
- app
- bat
- scexe
- Compression formats
- rar
- tar
- zip
- dmg
- iso
- 7zip/7z
- gzip/gz
- jar
|
| Given a scenario, use software management best practices. | 1.Install/uninstall- OS features
- Applications
- Drivers
2. Patching/updates for OS, drivers, applications and security software- Scheduling
- Frequency
- Automatic updates
3. Software version identification and compatibility 4. Licensing- Product keys
- Single/multi-license
|
| Identify the following alternative technologies and their purpose. | 1.Virtualization- Physical machine vs. virtual machine
2.Cloud computing - Streaming media (audio/video)
3. Web applications 4. VoIP 5. Telepresence 6.Gesture-based interaction- Swiping
- Pinch-to-zoom
- Kinetics
|
| Explain the basic software features and functions of wireless devices. | 1. Unlocking/security2. Bluetooth pairing
3.Wireless connection setup- Verify wireless capabilities
- Turn on WiFi
- Locate SSID
- Enter wireless password (if applicable)
- Verify Internet connection
4.Email configuration
5.Screen orientation 6.Synchronization configuration 7.Airplane mode 8.Stores for mobile applications
|
| Hardware 18% |
| Identify basic wired and wireless peripherals and their purpose. | 1.Output devices- Printer
- Laser
- Inkjet
- Thermal
- Display devices
- Flatscreen
- CRT
- Projector
- Speakers
2.Input devices- Keyboard
- Pointing devices
- Mouse
- Touchpad
- Joystick
- Stylus pen
- Trackball
- Scanner
- Microphone
- Webcam
3.Input and output devices- Fax
- External storage devices
- Flash drive
- External hard drive
- CD/DVD/Blu-ray
- Network attached storage
- Memory card
- Mobile media players
- Smartphone
- Touchscreen display
|
| Compare and contrast common computer connector types. | 1.Video- VGA
- DVI
- HDMI
- Display port/Thunderbolt
- USB
- S-video
- Component - RGB
2. FireWire 3.eSATA 4. Thunderbolt 5. USB 6. PS/2 7. Parallel 8. Serial 9. RJ-45 10. RJ-11 11. Audio 12. Power
|
| Identify the purpose of internal computer components. | 1. CPU2. Power supply 3. RAM 4. Storage- Optical drive
- Hard drive
- Solid state drive
5.Expansion cards- Video card
- Audio card
- Network card
- Modem
6. Motherboard/mainboard 7. System cooling- Case fans
- CPU fans
- Liquid cooling
|
| Security 21% |
| Define basic security threats. | 1.Malware- Virus
- Trojan
- Spyware
- Ransomware
2.Phishing 3.Social engineering 4.Spam 5.Password cracking 6.Physical security- Hardware theft
- Software/license theft
- Shoulder surfing
- Dumpster diving
|
| Given a scenario, use security best practices. | 1.Password management- Password complexity
- Change default passwords
- Password confidentiality
- Password expiration
- Password reuse
- Awareness of single sign-on
2.Device hardening- Disable unused features
- Disable Bluetooth
- Disable NFC
- Timeout/lock options
- Enable security software/features
- Software firewall
- Anti-malware
- Encryption options
3. Open WiFi vs. secure WiFi 4. Multifactor authentication 5. Suspicious emails
6. Act on security software alerts 7. Admin vs. user vs. guest account
|
| Given a scenario, use web-browsing best practices. | 1.Recognize a secure connection/website
2. Recognize invalid certificate warnings 3. Recognize suspicious links 4. Recognize suspicious banner ads 5. Recognize adware symptoms- Constant popups
- Home page redirection
- Search engine redirection
6. Limit the use of Personally Identifiable Information (PII) 7. Update browsers and plugins
- Avoid use of legacy browsers
8. Disable unneeded/suspicious browser plugins, toolbars and extensions 9. Disable autofill forms/passwords 10. Clear browser cache/history/cookies 11. Recognize untrusted source warnings 12. Risks of using public workstations
|
| Networking 16% |
| Given a scenario, set up and configure a basic SOHO router (wired/wireless). | 1. Verify wired connection, if applicable2. Set WEP vs. WPA vs. WPA2 3. Change SSID from default 4. Apply a new wireless password 5. Change admin password for router 6. Connect to the new network 7. Verify Internet connectivity 8. Update firmware if necessary |
| Compare and contrast cellular, wireless and wired data connections. | 1. High vs. low mobility2. High vs. low availability 3. High vs. low throughput/bandwidth 4. High vs. low reliability 5. Connection delay 6. Number of concurrent connections 7. Levels of security |
| Compare and contrast different methods of sharing and storage. | 1.HTTP vs. HTTPS- Browser-based file downloads
2. FTP vs. FTPS vs. SFTP 3. Local vs. hosted storage- Cloud-based services
- Cloud-based collaborative applications
- Cloud-based storage
- File and print sharing
- Workgroup
- Homegroup
- Network drives
- Network attached storage
- Direct attached storage
- External hard drives
4.Peer-to-peer- Local ad hoc network
- Bluetooth sharing
- Direct link (PC-to-PC)
- Online peer-to-peer network
5.Network vs. local printing- USB
- Wireless/wired network
|
| Basic IT Literacy 24% |
| Perform appropriate steps to set up a basic workstation. | 1. Plug in cables2. Power on computer 3. Follow initial operating system setup wizard- Localization settings
- Screen resolution
- Audio settings
4. Install security software 5. Configure peripherals (if applicable) 6. Uninstall unneeded software (if applicable) 7. Configure and verify Internet connection 8. Install additional software (if applicable) 9. Run software and security updates 10. Other user accounts (if applicable) 11. Basic cable management
|
| Explain the basic methods of navigating an operating system. | 1. Executing programs2. Difference between shortcuts and files 3. Manipulating files- Open
- Edit
- Save
- Move
- Copy
- Cut
- Paste
- Delete
- Rename
4. Read-only vs. modifiable files 5. Navigate a file structure 6. Search, sort and display files 7. Create screen captures 8. Navigate with hot keys 9. Folder and file size 10. Accessibility options 11. Folder and file permissions
|
| Given a scenario, implement basic support concepts. | 1.Check for external issues- Loose cables/connections
- Power
- Physical damage
2. Manufacturer documentation 3. Manufacturer websites 4. Technical community groups 5. Internet search engine 6. Contact technical support |
| Explain basic backup concepts. | 1. Importance of backups2. Scheduling 3. Frequency 4. Storage mediums- Locally attached storage
- Offsite/cloud-based
- Network-attached storage
5.Backup verification and testing
|
| Describe the importance and impact of various environmental and safety concepts. | 1.Proper disposal methods- RoHS
- CRT monitors
- Scanners
- Batteries
- Ink/toner
- Hard drives
2.Power- Energy-efficient devices
- Power profiles
- Power options
- Sleep/hibernation
- UPS vs. surge protector vs. power strip
- Power limitations
- International power differences
3.Device placement- Airflow
- Humidity
- Temperature
- Dust accumulation
- EMI
4. Electrostatic discharge concepts 5. Ergonomic concepts- Proper keyboard and mouse placement
- Sitting positions
- Monitor level placement
6.Follow manufacturer safety guidelines
|
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