Computer Support/Objectives

Core 1

1.0 Mobile Devices

1.1 Given a scenario, install and configure laptop hardware and components.

• Hardware/device replacement
  • Battery
  • Keyboard/keys
  • Random-access memory (RAM)
  • Hard disk drive (HDD)/solid state drive (SSD) migration
  • HDD/SSD replacement
  • Wireless cards

• Physical privacy and security components
  • Biometrics
  • Near-field scanner features

1.2 Compare and contrast the display components of mobile devices.

• Types
  • Liquid crystal display (LCD)
    • In-plane switching (IPS)
    • Twisted nematic (TN)
    • Vertical alignment (VA)
  • Organic light-emitting diode (OLED)

• Mobile display components
• WiFi antenna connector/placement
• Camera/webcam
• Microphone
• Touch screen/digitizer
• Inverter

1.3 Given a scenario, set up and configure accessories and ports of mobile devices.

• Connection methods
  • Universal Serial Bus (USB)/USB-C/microUSB/miniUSB
  • Lightning
  • Serial interfaces
  • Near-field communication (NFC)
  • Bluetooth
  • Hotspot

• Accessories
  • Touch pens
  • Headsets
  • Speakers
  • Webcam
• Docking station
• Port replicator
• Trackpad/drawing pad

1.4 Given a scenario, configure basic mobile-device network connectivity and application support.

• 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

• 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

2.0 Networking

2.1 Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes.

• 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)

• TCP vs. UDP
  • Connectionless
    • DHCP
    • Trivial File Transfer Protocol (TFTP)
  • Connection-oriented
    • HTTPS
    • SSH

2.2 Compare and contrast common networking hardware.

• Routers
• Switches
  • Managed
  • Unmanaged
• Access points
• Patch panel
• Firewall

• 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)

2.3 Compare and contrast protocols for wireless networking.

• Frequencies
  • 2.4GHz
  • 5GHz
• Channels
  • Regulations
  • 2.4GHz vs. 5GHz
• Bluetooth

• 802.11
  • a
  • b
  • g
  • n
  • ac (WiFi 5)
  • ax (WiFi 6)

• Long-range fixed wireless
  • Licensed
  • Unlicensed
  • Power
  • Regulatory requirements for wireless power
• NFC
• Radio-frequency identification (RFID)

2.4 Summarize services provided by networked hosts.

• Server roles
  • DNS
  • DHCP
  • Fileshare
  • Print servers
  • Mail servers
  • Syslog
  • Web servers
  • Authentication, authorization, and accounting (AAA)

• 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

2.5 Given a scenario, install and configure basic wired/wireless small office/home office (SOHO) networks.

• Internet Protocol (IP) addressing
  • IPv4
    • Private addresses
    • Public addresses
  • IPv6
  • Automatic Private IP Addressing (APIPA)
  • Static
  • Dynamic
  • Gateway

2.6 Compare and contrast common network configuration concepts.

• DNS
  • Address
    • A
    • AAAA
  • Mail exchanger (MX)
  • Text (TXT)
    • Spam management
      • DomainKeys Identified Mail (DKIM)
      • Sender Policy Framework (SPF)
      • Domain-based Message Authentication, Reporting, and Conformance (DMARC)

• DHCP
  • Leases
  • Reservations
  • Scope
• Virtual LAN (VLAN)
• Virtual private network (VPN)

2.7 Compare and contrast Internet connection types, network types, and their features.

• Internet connection types
  • Satellite
  • Fiber
  • Cable
  • DSL
  • Cellular
  • Wireless Internet service provider (WISP)

• 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)

2.8 Given a scenario, use networking tools.

• Crimper
• Cable stripper
• WiFi analyzer
• Toner probe

• Punchdown tool
• Cable tester
• Loopback plug
• Network tap

3.0 Hardware

3.1 Explain basic cable types and their connectors, features, and purposes.

• Network cables
  • Copper
    • Cat 5
    • Cat 5e
    • Cat 6
    • Cat 6a
    • Coaxial
    • Shielded twisted pair
      • Direct burial
    • Unshielded twisted pair
  • Plenum
  • Optical
    • Fiber
  • T568A/T568B

• 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)

3.2 Given a scenario, install the appropriate RAM.

• 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

• Single-channel
• Dual-channel
• Triple-channel
• Quad-channel

3.3 Given a scenario, select and install storage devices.

• Hard drives
  • Speeds
    • 5,400rpm
    • 7,200rpm
    • 10,000rpm
    • 15,000rpm
  • Form factor
    • 2.5
    • 3.5

• SSDs
  • Communications interfaces
    • Non-volatile Memory Express (NVMe)
    • SATA
    • Peripheral Component Interconnect Express (PCIe)
  • Form factors
    • M.2
    • mSATA

• Drive configurations
  • Redundant Array of Independent (or Inexpensive) Disks (RAID) 0, 1, 5, 10
• Removable storage
  • Flash drives
  • Memory cards
  • Optical drives

3.4 Given a scenario, install and configure motherboards, central processing units (CPUs), and add-on cards.

• 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

• Encryption
  • TPM
  • Hardware security module (HSM)
• 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

3.5 Given a scenario, install or replace the appropriate power supply.

• 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

3.6 Given a scenario, deploy and configure multifunction devices/printers and settings.

• Properly unboxing a device – setup location considerations
• Use appropriate drivers for a given OS
  • Printer Control Language (PCL) vs. PostScript
• Device connectivity
  • USB
  • Ethernet
  • Wireless
• Public/shared devices
  • Printer share
  • Print server

• Configuration settings
  • Duplex
  • Orientation
  • Tray settings
  • Quality
• Security
  • User authentication
  • Badging
  • Audit logs
  • Secured prints
• Network scan services
  • Email
  • SMB
  • Cloud services
• Automatic document feeder (ADF)/flatbed scanner

3.7 Given a scenario, install and replace printer consumables.

• 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

• 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
  • Filament
  • Resin
  • Print bed

4.0 Virtualization and Cloud Computing

4.1 Summarize cloud-computing concepts.

• 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

4.2 Summarize aspects of client-side virtualization.

• Purpose of virtual machines
  • Sandbox
  • Test development
  • Application virtualization
    • Legacy software/OS
    • Cross-platform virtualization
• Resource requirements
• Security requirements

5.0 Hardware and Network Troubleshooting

5.1 Given a scenario, apply the best practice methodology to resolve problems.

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

5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPU, and power.

• 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.

• 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.

• 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.

• 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.

• 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
    • Staple jams
    • Hole punch
  • Incorrect page orientation

5.7 Given a scenario, troubleshoot problems with wired and wireless networks.

• Common symptoms
  • Intermittent wireless connectivity
  • Slow network speeds
  • Limited connectivity
  • Jitter
  • Poor Voice over Internet Protocol (VoIP) quality
  • Port flapping
  • High latency
  • External interference

Core 2

1.0 Operating Systems

1.1 Identify basic features of Microsoft Windows editions.

• Windows 10 editions
  • Home
  • Pro
  • Pro for Workstations
  • Enterprise
• Upgrade paths
  • In-place upgrade

• 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

1.2 Given a scenario, use the appropriate Microsoft command-line tool.

• Navigation
  • cd
  • dir
  • md
  • rmdir
  • Drive navigation inputs:
    • C: or D: or x:

• 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

1.3 Given a scenario, use features and tools of the Microsoft Windows 10 operating system (OS).

• Task Manager
  • Services
  • Startup
  • Performance
  • Processes
  • Users

• 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)

• 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)

1.4 Given a scenario, use the appropriate Microsoft Windows 10 Control Panel utility.

• 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

• 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

1.5 Given a scenario, use the appropriate Windows settings.

• Time and Language
• Update and Security
• Personalization
• Apps
• Privacy

• System
• Devices
• Network and Internet
• Gaming
• Accounts

1.6 Given a scenario, configure Microsoft Windows networking features on a client/desktop.

• 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

• 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

1.7 Given a scenario, apply application installation and configuration concepts.

• 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

• 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

1.8 Explain common OS types and their purposes.

• Workstation OSs
  • Windows
  • Linux
  • macOS
  • Chrome OS
• Cell phone/tablet OSs
  • iPadOS
  • iOS
  • Android

• 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

1.9 Given a scenario, perform OS installations and upgrades in a diverse OS environment.

• 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
    • Third-party drivers

• 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
  • Product life cycle

1.10 Identify common features and tools of the macOS/desktop OS.

• Installation and uninstallation of applications
  • File types
    • .dmg
    • .pkg
    • .app
  • 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

1.11 Identify common features and tools of the Linux client/desktop OS.

• 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
  • Shell/terminal
  • Samba

2.0 Security

2.1 Summarize various security measures and their purposes.

• 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

• 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

2.2 Compare and contrast wireless security protocols and authentication methods.

• 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

2.3 Given a scenario, detect, remove, and prevent malware using the appropriate tools and methods.

• 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

2.4 Explain common social-engineering attacks, threats, and vulnerabilities.

• 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)

2.5 Given a scenario, manage and configure basic security settings in the Microsoft Windows OS.

• 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)

2.6 Given a scenario, configure a workstation to meet best practices for security.

• Data-at-rest encryption
• Password best practices
  • Complexity requirements
    • Length
    • Character types
  • 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.

• 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

• 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

2.9 Given a scenario, configure appropriate security settings on small office/home office (SOHO) wireless and wired networks.

• 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

2.10 Given a scenario, install and configure browsers and relevant security settings.

• Browser download/installation
  • Trusted sources
    • Hashing
  • 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

3.0 Software Troubleshooting

3.1 Given a scenario, troubleshoot common Windows OS problems.

• 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.

• Common symptoms
  • Unable to access the network
  • Desktop alerts
  • False alerts regarding antivirus protection
  • Altered system or personal files
    • Missing/renamed 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.

1. Investigate and verify malware symptoms
2. Quarantine infected systems
3. Disable System Restore in Windows
4. Remediate infected systems
   1. Update anti-malware software
   2. Scanning and removal techniques (e.g., safe mode, preinstallation environment)
5. Schedule scans and run updates
6. Enable System Restore and create a restore point in Windows
7. Educate the end user

3.4 Given a scenario, troubleshoot common mobile OS and application issues.

• 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.

• Security concerns
  • Android package (APK) source
  • Developer mode
  • Root access/jailbreak
  • Bootleg/malicious application
    • Application spoofing

• 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

4.0 Operational Procedures

4.1 Given a scenario, implement best practices associated with documentation and support systems information management.

• 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
    • Splash screens
  • Incident reports
  • Standard operating procedures
    • Procedures for custom installation of software package
  • New-user setup checklist
  • End-user termination checklist
• Knowledge base/articles

4.2 Explain basic change-management best practices.

• 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
    • Risk level
  • Change board approvals
  • End-user acceptance

4.3 Given a scenario, implement workstation backup and recovery methods.

• Backup and recovery
  • Full
  • Incremental
  • Differential
  • Synthetic

• Backup testing
  • Frequency
• Backup rotation schemes
  • On site vs. off site
  • Grandfather-father-son (GFS)
  • 3-2-1 backup rule

4.4 Given a scenario, use common safety procedures.

• Electrostatic discharge (ESD) straps
• ESD mats
• Equipment grounding
• Proper power handling
• Proper component handling and storage
• Antistatic bags
• Compliance with government regulations

• Personal safety
  • Disconnect power before repairing PC
  • Lifting techniques
  • Electrical fire safety
  • Safety goggles
  • Air filtration mask

4.5 Summarize environmental impacts and local environmental controls.

• 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.

• Incident response
  • Chain of custody
  • Inform management/law enforcement as necessary
  • Copy of drive (data integrity and preservation)
  • Documentation of incident

• 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

4.7 Given a scenario, use proper communication techniques and professionalism.

• Professional appearance and attire
  • Match the required attire of the given environment
    • Formal
    • Business casual
• 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

• 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.

4.8 Identify the basics of scripting.

• 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

4.9 Given a scenario, use remote access technologies.

• 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