Desktop Support Analyst

Course Curriculum

PC Support (30 hours)

  • Computer Assembly/Disassembly
  • Installing, configuring, and troubleshooting a new hard drive
  • Installing, Configuring, and troubleshooting printers, video and audio
  • Network configuration, Internet connectivity, and computer hardware troubleshooting
  • Using the Control Panel, configuring the Windows Interface, and using DOS commands
  • Installing Windows 7, using a Startup Disk and the Startup Menu
  • Using Windows system tools, data backup, optimizing performance
  • Troubleshooting using resources on the Web. Restoring the Registry

Network Support (50 hours)

Network Fundamentals

  • Network Components
  • OSI model
  • TCP/IP model

Cabling and Network interface Card

  • Cabling – UTP, STP, Coaxial, Fiber-optic, Wireless
  • Network Interface Card

Networking Devices

  • Hub, Repeater, Bridge, Switch, Router, Brouter and Gateway

Networking Protocols and OSI Model

  • OSI Model 7 Layers
  • IEEE 802 Standard, NDIS, ODI


  • Subnetting and Routing
  • Name Resolution
  • Commands and Utilities


  • HTTP, FTP, Telnet, SMTP, POP3 Protocols
  • Ports
  • Firewalls, Proxy Servers, VLAN


  • WAN Links
  • WAN Technologies
  • VPN

Network Problem Prevention and Troubleshooting

  • Account and Security Management
  • Disaster Prevention: Backup, UPS and RAID
  • Monitoring and diagnosing Networks

Security Basics (40 hours)

  • Overview, Organizational Security, Compliance, Training and Incident Response
  • Business Continuity and Disaster Recovery (Backup and Restore)
  • Cryptography and Encryption Basics
  • Public Key Infrastructure and Access Control
  • Authentication, Identity Management and Securing Networks
  • Secure Network Administration and Securing Wireless Networks
  • Securing Host Systems, Applications and Data
  • Monitoring for Security Threats, and Vulnerability Assessments

See the full list of Training courses and find the course that's right for you.