This domain comprises about 34 percent of the examination.
Given a scenario, configure settings and use BIOS/UEFI tools on a PC.
Firmware upgrades/flash BIOS
BIOS component information
RAM
Hard drive
Optical drive
CPU
BIOS configurations
Boot sequence
Enabling and disabling devices
Date/time
Clock speeds
Virtualization support
BIOS security (passwords, drive encryption: TPM, LoJack, secure boot)
Built-in diagnostics
Monitoring
Temperature monitoring
Fan speeds
Intrusion detection/notification
Clock
Bus speed
Explain the importance of motherboard components, their purpose and properties.
Sizes
ATX
Micro-ATX
Mini-ITX
ITX
Expansion slots
PCI
PCI-X
PCIe
miniPCI
RAM slots
CPU sockets
Chipsets
Northbridge
Southbridge
CMOS battery
Fan connectors
Front/top panel connectors
USB
Audio
Power button
Drive activity lights
Bus speeds
Reset button
Compare and contrast various RAM types and their features.
Types
DDR
DDR2
DDR3
SODIMM
DIMM
Parity vs. non-parity
ECC vs. non-ECC
RAM configurations
Single channel vs. dual-channel vs. triple channel
Single-sided vs. double-sided
Buffered vs. unbuffered
RAM compatibility
Install and configure PC expansion cards.
Sound cards
Video cards
Network cards
USB cards
Firewire cards
Thunderbolt cards
Modem cards
Wireless/cellular cards
TV tuner cards
Video capture cards
Riser cards
Install and configure storage devices and use appropriate media.
Optical drives
CD-ROM/CD-RW
DVD-ROM/DVD-RW/DVD-RW DL
Blu-ray
BD-R
BD-RE
Magnetic hard disk drives
5400rpm
7200rpm
10,000rpm
Hot swappable drives
Solid state/flash drives
SD
MicroSD
xD
SSD
Hybrid
eMMC
0
1
5
10
Tape drive
Media capacity
CD
CD-RW
DVD-RW
DVD
Blu-ray
Tape
DVD DL
Install various types of CPUs and apply the appropriate cooling methods.
Socket types
Intel: 775, 1155, 1156, 1366, 1150, 2011
AMD: AM3, AM3+, FM1, FM2, FM2+
Characteristics
Speeds
Cores
Cache size/type
Hyperthreading
Virtualization support
Architecture (32-bit vs. 64-bit)
Integrated GPU
Disable execute bit
Heat sink
Fans
Thermal paste
Liquid-based
Compare and contrast various PC connection interfaces, their characteristics, and purpose.
Physical connections
USB 1.1 vs. 2.0 vs. 3.0
Connector types: A, B, mini, micro
Firewire 400 vs. Firewire 800
SATA1 vs. SATA2 vs. SATA3, eSATA
Other connector types
VGA
HDMI
DVI
Audio
Analog
Digital (Optical connector)
RJ-45
RJ-11
Thunderbolt
Wireless connections
Bluetooth
RF
NFC
Characteristics
Analog
Digital
Distance limitations
Data transfer speeds
Quality
Frequencies
Install a power supply based on given specifications.
Connector types and their voltages
SATA
Molex
4/8-pin 12v
PCIe 6/8-pin
20-pin
24-pin
Specifications
Wattage
Dual rail
Size
Number of connectors
ATX
MicroATX
Dual voltage options
Given a scenario, select the appropriate components for a custom PC configuration to meet customer specifications or needs.
Graphic/CAD/CAM design workstation
Multicore processor
High-end video
Maximum RAM
Audio/video editing workstation
Specialized audio and video card
Large fast hard drive
Dual monitors
Virtualization workstation
Maximum RAM and CPU cores
Gaming PC
Multicore processor
High-end video/specialized GPU
High-definition sound card
High-end cooling
Home theater PC
HDMI output
HTPC compact form factor
TV tuner
Desktop applications
Meets recommended requirements for selected OS
Thin client
Basic applications
Meets minimum requirements for selected OS
Network connectivity
Media streaming
File sharing
Print sharing
RAID array
Compare and contrast types of display devices and their features.
Types
LCD
TN vs. IPS
Fluorescent vs. LED backlighting
Plasma
Projector
OLED
Refresh/frame rates
Resolution
Native resolution
Brightness/lumens
Analog vs. digital
Privacy/antiglare filters
Multiple displays
Aspect ratios
16:9
16:10
4.3
Display connector types
DVI-D
DVI-I
DVI-A
DisplayPort
RCA
BNC
miniHDMI
miniDin-6
Display cable types
HDMI
DVI
VGA
Component
Composite
Coaxial
Device cables and connectors
SATA
eSATA
USB
Firewire (IEEE1394)
PS/2
Audio
Adapters and convertors
DVI to HDMI
USB A to USB B
DVI to VGA
Thunderbolt to DVI
PS/2 to USB
HDMI to VGA
Install and configure common peripheral devices.
Input devices
Mouse
Keyboard
Scanner
Barcode reader
Biometric devices
Game pads
Joysticks
Digitizer
Motion sensor
Touchpads
Smart card readers
Digital cameras
Microphone
Webcam
Camcorder
Output devices
Printers
Speakers
Display devices
Touch screen
KVM
Smart TV
Set-top box
MIDI-enabled devices
Install SOHO multifunction device/printers and configure appropriate settings.
Use appropriate drivers for a given operating system
Configuration settings
Duplex
Collate
Orientation
Quality
Device sharing
Wired
USB
Serial
Ethernet
Wireless
Bluetooth
802.11 (a/b/g/n/ac)
Infrastructure vs. ad hoc
Integrated print server (hardware)
Cloud printing/remote printing
Public/shared devices
Sharing local/networked device via operating system settings
TCP/Bonjour/AirPrint
Data privacy
User authentication on the device
Hard drive caching
Compare and contrast differences between the various print technologies and the associated imaging process.
Laser
Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly
Imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning
Inkjet
Ink cartridge, print head, roller, feeder, duplexing assembly, carriage, and belt
Calibration
Thermal
Feed assembly, heating element
Special thermal paper
Impact
Print head, ribbon, tractor feed
Impact paper
Virtual
Print to file
Print to PDF
Print to XPS
Print to image
Given a scenario, perform appropriate printer maintenance.
Laser
Replace toner, applying maintenance kit, calibrate, clean
Replace paper, clean heating element, remove debris
Impact
Replace ribbon, replace print head, replace paper
Inkjet
Clean heads, replace cartridges, calibrate, clear jams
This domain comprises about 21 percent of the examination.
Identify the various types of network cables and connectors.
Fiber
Connectors: SC, ST, and LC
Twisted Pair
Connectors: RJ-11, RJ-45
Wiring standards: T568A, T568B
Coaxial
Connectors: BNC, F-connector
Compare and contrast the characteristics of connectors and cabling.
Fiber
Types (single-mode vs. multi-mode)
Speed and transmission limitations
Twisted pair
Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, CAT6e, CAT7, plenum, PVC
Speed and transmission limitations
Splitters and effects on signal quality
Types: RG-6, RG-59
Speed and transmission limitations
Splitters and effects on signal quality
Explain the properties and characteristics of TCP/IP.
IPv4 vs. IPv6
Public vs. private vs. APIPA/link local
Static vs. dynamic
Client-side DNS settings
Client-side DHCP
Subnet mask vs. CIDR
Gateway
Explain common TCP and UDP ports, protocols, and their purpose.
Ports
21 – FTP
22 – SSH
23 – TELNET
25 – SMTP
53 – DNS
80 – HTTP
110 – POP3
143 – IMAP
443 – HTTPS
3389 – RDP
137-139 – NetBIOS/NetBT
427 – SLP
548 – AFP
Protocols
DHCP
DNS
LDAP
SNMP
SMB
CIFS
SSH
AFP
TCP vs. UDP
Compare and contrast various Wi-Fi networking standards and encryption types.
Standards
802.11 (a/b/g/n/ac)
Speeds, distances, and frequencies
Encryption types
WEP, WPA, WPA2, TKIP, AES
Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.
Channels
Port forwarding, port triggering
DHCP (on/off)
DMZ
Basic QoS
Firmware
UPnP
Compare and contrast Internet connection types, network types, and their features.
Internet connection types
Cable
DSL
Dial-up
Fiber
Satellite
ISDN
Cellular
Tethering
Mobile hotspot
Line-of-sight wireless Internet service
Network types
LAN
WAN
PAN
MAN
Compare and contrast network architecture devices, their functions and features.
Hub
Switch
Router
Bridge
Modem
Firewall
Patch panel
Repeaters/extenders
Ethernet over Power
Power over Ethernet injector
Given a scenario, use appropriate networking tools.
Crimper
Cable stripper
Multimeter
Tone generator and probe
Cable tester
Loopback plug
Punchdown tool
Wi-Fi analyzer
This domain comprises about 17 percent of the examination.
Install and configure laptop hardware and components.
Expansion options
ExpressCard /34
ExpressCard /54
Flash
Ports/Adapters
Thunderbolt
DisplayPort
USB to RJ-45 dongle
USB to Wi-Fi dongle
USB to Bluetooth
USB Optical Drive
Hardware/device replacement
Keyboard
Hard drive
SSD vs. hybrid vs. magnetic disk
1.8in vs. 2.5in
Memory
Smart card reader
Optical drive
Wireless card
Mini-PCIe
Screen
DC jack
Battery
Touchpad
Plastics/frames
Speaker
System board
CPU
Types
LCD
TN vs. IPS
Fluorescent vs. LED backlighting
OLED
Wi-Fi antenna connector/placement
Webcam
Microphone
Inverter
Digitizer
Given a scenario, use appropriate laptop features.
Special function keys
Dual displays
Wireless (on/off)
Cellular (on/off)
Volume settings
Screen brightness
Bluetooth (on/off)
Keyboard backlight
Touch pad (on/off)
Screen orientation
Media options (fast forward/rewind)
GPS (on/off)
Airplane mode
Docking station
Physical laptop lock and cable lock
Rotating/removable screens
Explain the characteristics of various types of other mobile devices.
Tablets
Smartphones
Wearable technology devices
Smart watches
Fitness monitors
Glasses and headsets
Phablets
e-Readers
Smart camera
GPS
Compare and contrast accessories and ports of other mobile devices.
Connection types
NFC
Proprietary vendor-specific ports (communication/power)
MicroUSB/miniUSB
Lightning
Bluetooth
IR
Hotspot/tethering
Accessories
Headsets
Speakers
Docking stations
Extra battery packs/battery chargers
Protective covers/water proofing
Credit card readers
This domain comprises about 28 percent of the examination.
Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU, and power with appropriate tools.
Common symptoms
Unexpected shutdowns
System lockups
POST code beeps
Blank screen on bootup
BIOS time and settings resets
Attempts to boot to incorrect device
Continuous reboots
No power
Overheating
Loud noise
Intermittent device failure
Fans spin—no power to other devices
Indicator lights
Smoke
Burning smell
Proprietary crash screens (BSOD/pin wheel)
Distended capacitors
Tools
Multimeter
Power supply tester
Loopback plugs
POST card/USB
Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.
Common symptoms
Read/write failure
Slow performance
Loud clicking noise
Failure to boot
Drive not recognized
OS not found
RAID not found
RAID stops working
Proprietary crash screens (BSOD/pin wheel)
S.M.A.R.T. errors
Tools
Screwdriver
External enclosures
CHKDSK
FORMAT
Bootrec
Diskpart
Defragmentation tool
Common symptoms
VGA mode
No image on screen
Overheat shutdown
Dead pixels
Artifacts
Color patterns incorrect
Dim image
Flickering image
Distorted image
Distorted geometry
Burn-in
Oversized images and icons
Given a scenario, troubleshoot wired and wireless networks with appropriate tools.
Common symptoms
No connectivity
APIPA/link local address
Limited connectivity
Local connectivity
Intermittent connectivity
IP conflict
Slow transfer speeds
Low RF signal
SSID not found
Cable tester
Loopback plug
Punchdown tools
Tone generator and probe
Wire strippers
Crimper
Wireless locator
Command-line tools
PING
IPCONFIG/IFCONFIG
TRACERT
NETSTAT
NBTSTAT
NET
NETDOM
NSLOOKUP
Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
Common symptoms
No display
Dim display
Flickering display
Sticking keys
Intermittent wireless
Battery not charging
Ghost cursor/pointer drift
Num lock indicator lights
No wireless connectivity
No Bluetooth connectivity
Cannot display to external monitor
Touchscreen non-responsive
Apps not loading
Slow performance
Unable to decrypt e-mail
Extremely short battery life
Overheating
Frozen system
No sound from speakers
GPS not functioning
Swollen battery
Disassembling processes for proper reassembly
Document and label cable and screw locations
Organize parts
Refer to manufacturer resources
Use appropriate hand tools
Given a scenario, troubleshoot printers with appropriate tools.
Common symptoms
Streaks
Faded prints
Ghost images
Toner not fused to the paper
Creased paper
Paper jam
No connectivity
Garbled characters on paper
Vertical lines on page
Backed-up print queue
Access denied
Printer will not print
Color prints in wrong print color
Unable to install printer
Error codes
Printing blank pages
No image on printer display
Tools
Maintenance kit
Toner vacuum
Compressed air
Printer spooler
This domain comprises about 29 percent of the examination.
Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1).
Features:
32-bit vs. 64-bit
Aero, gadgets, user account control, BitLocker, shadow copy, system restore, ready boost, sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view vs. classic view
Side-by-side apps, Metro UI, Pinning, One Drive, Windows Store, multimonitor task bars, charms, Start Screen, PowerShell, Live sign in, Action Center
Upgrade paths—differences between in-place upgrades, compatibility tools, Windows upgrade OS advisor
Given a scenario, install Windows PC operating systems using appropriate methods.
Boot methods
USB
CD-ROM
DVD
PXE
Solid state/flash drives
Netboot
External/hot swappable drive
Internal hard drive (partition)
Type of installations
Unattended installation
Upgrade
Clean install
Repair installation
Multiboot
Remote network installation
Image deployment
Recovery partition
Refresh/restore
Partitioning
Dynamic
Basic
Extended
Logical
GPT
File system types/formatting
exFAT
FAT32
NTFS
CDFS
NFS
ext3, ext4
Quick format vs. full format
Load alternate third-party drivers when necessary
Workgroup vs. domain setup
Time/date/region/language settings
Driver installation, software and Windows updates
Factory recovery partition
Properly formatted boot drive with the correct partitions/format
Given a scenario, apply appropriate Microsoft command-line tools.
TASKKILL
BOOTREC
SHUTDOWN
TASKLIST
MD
RD
CD
DEL
COPY
XCOPY
ROBOCOPY
DISKPART
SFC
CHKDSK
GPUPDATE
GPRESULT
DIR
EXIT
HELP
EXPAND
[command name] /?
Commands available with standard privileges vs. administrative privileges
Given a scenario, use appropriate Microsoft operating system features and tools.
Administrative
Computer management
Device manager
Local users and groups
Local security policy
Performance monitor
Services
System configuration
Task scheduler
Component services
Data sources
Windows memory diagnostics
Windows firewall
Advanced security
MSCONFIG
General
Boot
Services
Startup
Tools
Task Manager
Applications
Processes
Performance
Networking
Users
Disk management
Drive status
Initializing
Extending partitions
Splitting partitions
Shrink partitions
Assigning/changing drive letters
Adding drives
Adding arrays
Storage spaces
User State Migration tool (USMT)
Windows Easy Transfer
Windows Upgrade Advisor
System utilities
REGEDIT
COMMAND
SERVICES.MSC
MMC
MSTSC
NOTEPAD
EXPLORER
MSINFO32
DXDIAG
DEFRAG
System Restore
Windows Update
Given a scenario, use Windows Control Panel utilities.
Internet options
Connections
Security
General
Privacy
Programs
Advanced
Resolution
Color depth
Refresh rate
User accounts
Folder options
Hide extensions
View options
System
Remote settings
System protection
Windows firewall
Power options
Hibernate
Power plans
Sleep/suspend
Standby
Programs and features
HomeGroup
Devices and printers
Sound
Troubleshooting
Network and Sharing Center
Device Manager
Given a scenario, install and configure Windows networking on a client/desktop.
HomeGroup vs. WorkGroup
Domain setup
Network shares/administrative shares/mapping drives
Printer sharing vs. network printer mapping
Establish networking connections
VPN
Dial-ups
Wireless
Wired
WWAN (Cellular)
Proxy settings
Remote Desktop Connection
Remote Assistance
Home vs. work vs. public network settings
Firewall settings
Exceptions
Configuration
Enabling/disabling Windows firewall
Configuring an alternative IP address in Windows
IP addressing
Subnet mask
DNS
Gateway
Network card properties
Half duplex/full duplex/auto
Speed
Wake-on-LAN
BIOS (on-board NIC)
Perform common preventive maintenance procedures using the appropriate Windows OS tools.
Best practices
Scheduled backups
Scheduled disk maintenance
Windows updates
Patch management
Driver/firmware updates
Antivirus/Anti-malware updates
Tools
Backup
System restore
Recovery image
Disk maintenance utilities
This domain comprises about 12 percent of the examination.
Identify common features and functionality of the Mac OS (OS X) and Linux operating systems.
Best practices
Scheduled backups
Scheduled disk maintenance
System updates/App Store
Driver/firmware updates
Antivirus/anti-malware updates
Tools
Backup/Time Machine
Restore/snapshot
Image recovery
Disk maintenance utilities
Shell/Terminal
Screen sharing
Force Quit
Features
Multiple desktops/Mission Control
Key Chain
Spot Light
iCloud
Gestures
Finder
Remote Disc
Dock
Boot Camp
Basic Linux commands
ls
grep
cd
shutdown
pwd vs. passwd
mv
cp
chmod
chown
iwconfig/ifconfig
ps
su/sudo
apt-get
vi
dd
Given a scenario, set up and use client-side virtualization.
Purpose of virtual machines
Resource requirements
Emulator requirements
Security requirements
Network requirements
Hypervisor
Identify basic cloud concepts.
SaaS
IaaS
PaaS
Public vs. Private vs. Hybrid vs. Community
Rapid Elasticity
On-demand
Resource pooling
Measured service
Server roles
Web server
File server
Print server
DHCP server
DNS server
Proxy server
Mail server
Authentication server
Internet appliance
UTM
IDS
IPS
Legacy/embedded systems
Identify basic features of mobile operating systems.
Android vs. iOS vs. Windows
Open source vs. closed source/vendor specific
App source (Google Play Store, App Store, and Store)
Screen orientation (accelerometer/gyroscope)
Screen calibration
GPS and geotracking
Wi-Fi calling
Launcher/GUI
Virtual assistant
SDK/APK
Mobile payment service
Install and configure basic mobile device network connectivity and e-mail.
Wireless/cellular data network (enable/disable)
Hotspot
Tethering
Airplane mode
Bluetooth
Enable Bluetooth
Enable pairing
Find device for pairing
Enter appropriate pin code
Test connectivity
Corporate and ISP e-mail configuration
POP3
IMAP
Port and SSL settings
Exchange, S/MIME
Integrated commercial provider e-mail configuration
Google/Inbox
Yahoo!
Outlook.com
iCloud
PRI updates/PRL updates/Baseband updates
Radio firmware
IMEI vs. IMSI
VPN
Types of data to synchronize
Contacts
Programs
Pictures
Music
Videos
Calendar
Bookmarks
Documents
Location data
Social media data
eBooks
Synchronization methods
Synchronize to the Cloud
Synchronize to the Desktop
Mutual authentication for multiple services (SSO)
Software requirements to install the application on the PC
Connection types to enable synchronization
This domain comprises about 22 percent of the examination.
Identify common security threats and vulnerabilities.
Malware
Spyware
Viruses
Trojans
Rootkits
Ransomware
Phishing
Spear phishing
Spoofing
Social engineering
Shoulder surfing
Zero-day attack
Zombie/botnet
Brute forcing
Dictionary attacks
Non-compliant systems
Violations of security best practices
Tailgating
Man-in-the-middle
Compare and contrast common prevention methods.
Physical security
Lock doors
Mantrap
Cable locks
Securing physical documents/passwords/shredding
Biometrics
ID badges
Key fobs
RFID badge
Tokens
Privacy filters
Entry control roster
Digital security
Antivirus/Anti-malware
Firewalls
User authentication/strong passwords
Multifactor authentication
Directory permissions
VPN
DLP
Disabling ports
Access control lists
Smart card
E-mail filtering
Trusted/untrusted software sources
User education/AUP
Principle of least privilege
Compare and contrast differences of basic Windows OS security settings.
User and groups
Administrator
Power user
Guest
Standard user
Allow vs. deny
Moving vs. copying folders and files
File attributes
Shared files and folders
Administrative shares vs. local shares
Permission propagation
Inheritance
System files and folders
User authentication
Run as administrator vs. standard user
BitLocker
EFS
Given a scenario, deploy and enforce security best practices to secure a workstation.
Password best practices
Setting strong passwords
Password expiration
Changing default user names/passwords
Screensaver required password
BIOS/UEFI passwords
Requiring passwords
Account management
Restricting user permissions
Login time restrictions
Disabling guest account
Timeout/screen lock
Disable autorun
Data encryption
Patch/update management
Compare and contrast various methods for securing mobile devices.
Screen locks
Fingerprint lock
Face lock
Swipe lock
Passcode lock
Remote wipes
Locator applications
Remote backup applications
Failed login attempt restrictions
Antivirus/anti-malware
Patching/OS updates
Biometric authentication
Full device encryption
Multifactor authentication
Authenticator applications
Trusted sources vs. untrusted sources
Firewalls
Policies and procedures
BYOD vs. corporate owned
Profile security requirements
Physical destruction
Shredder
Drill/hammer
Electromagnetic (Degaussing)
Incineration
Certificate of destruction
Recycling or repurposing best practices
Low-level format vs. standard format
Overwrite
Drive wipe
Given a scenario, secure SOHO wireless and wired networks.
Wireless specific
Changing default SSID
Setting encryption
Disabling SSID broadcast
Antenna and access point placement
Radio power levels
WPS
Change default usernames and passwords
Enable MAC filtering
Assign static IP addresses
Firewall settings
Disabling ports
Content filtering/parental controls
Update firmware
Physical security
This domain comprises about 24 percent of the examination.
Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Common symptoms
Proprietary crash screens (BSOD/pinwheel)
Failure to boot
Improper shutdown
Spontaneous shutdown/restart
Device fails to start/detected
Missing DLL message
Services fail to start
Compatibility error
Slow system performance
Boots to safe mode
File fails to open
Missing NTLDR
Missing boot configuration data
Missing operating system
Kernel panic
Graphical Interface fails to load
Multiple monitor misalignment/orientation
Tools
BIOS/UEFI
SFC
Logs
System Recovery Options
Repair disks
Pre-installation environments
MSCONFIG
DEFRAG
REGSVR32
REGEDIT
Event viewer
Safe mode
Command prompt
Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
Common symptoms
Security alerts
Slow performance
Internet connectivity issues
PC/OS lock up
Rogue antivirus
Spam
Files disappearing
File permission changes
Responses from users regarding e-mail
Automated replies from unknown sent e-mail
Access denied
Invalid certificate (trusted root CA)
Tools
Antivirus software
Anti-malware software
Terminal
System restore/Snapshot
Pre-installation environments
Event viewer
Refresh/restore
MSCONFIG/Safe boot
Best practice procedure for malware removal
1. Identify malware symptoms
2. Quarantine infected system
3. Disable system restore (in Windows)
4. Remediate infected systems
a. Update anti-malware software
b. Scan and removal techniques (safe mode, pre-installation environment)
5. Schedule scans and run updates
6. Enable system restore and create restore point (in Windows)
7. Educate end user
Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
Common symptoms
Dim display
Intermittent wireless
No wireless connectivity
No Bluetooth connectivity
Cannot broadcast to external monitor
Touchscreen non-responsive
Apps not loading
Slow performance
Unable to decrypt e-mail
Extremely short battery life
Overheating
Frozen system
No sound from speakers
Inaccurate touch screen response
System lockout
Tools
Hard reset
Soft reset
Close running applications
Adjust configurations/settings
Force stop
Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
Common symptoms
Signal drop/weak signal
Power drain
Slow data speeds
Unintended Wi-Fi connection
Unintended Bluetooth pairing
Leaked personal files/data
Data transmission overlimit
Unauthorized account access
Unauthorized root access
Unauthorized location tracking
Unauthorized camera/microphone activation
High resource utilization
Tools
Anti-malware
App scanner
Factory reset/clean install
Uninstall/reinstall apps
Wi-Fi analyzer
Force stop
Cell tower analyzer
Backup/restore
iTunes/iCloud/Apple Configurator
One Drive
This domain comprises about 13 percent of the examination.
Given a scenario, use appropriate safety procedures.
Equipment grounding
Proper component handling and storage
Antistatic bags
ESD straps
ESD mats
Self-grounding
Toxic waste handling
Batteries
Toner
CRT
Disconnect power before repairing PC
Remove jewelry
Lifting techniques
Weight limitations
Electrical fire safety
Cable management
Safety goggles
Air filter mask
Compliance with local government regulations
Given a scenario with potential environmental impacts, apply the appropriate controls.
MSDS documentation for handling and disposal
Temperature, humidity level awareness and proper ventilation
Power surges, brownouts, blackouts
Battery backup
Surge suppressor
Protection from airborne particles
Enclosures
Air filters/mask
Dust and debris
Compressed air
Vacuums
Compliance to local government regulations
Summarize the process of addressing prohibited content/activity, and explain privacy, licensing and policy concepts.
Incident Response
First response
Identify
Report through proper channels
Data/device preservation
Use of documentation/documentation changes
Chain of custody
Tracking of evidence/documenting process
Licensing/DRM/EULA
Open source vs. commercial license
Personal license vs. enterprise licenses
Personally Identifiable Information
Follow corporate end-user policies and security best practices
Demonstrate proper communication techniques and professionalism.
Use proper language (avoid jargon, acronyms, and slang when applicable)
Maintain a positive attitude/project confidence
Actively listen (taking 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
Talking to co-workers while interacting with customers
Personal interruptions
Dealing with difficult customer or situation
Do not argue with customers and/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 experiences via social media outlets
Set and meet expectations/timeline and communicate status with the customer
Offer different repair/replacement options if applicable
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.
Given a scenario, explain the troubleshooting theory.
Always consider corporate policies, procedures and impacts before implementing changes.
1. Identify the problem
Question the user and identify user changes to computer and perform backups before making 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 cause
Once theory is confirmed, determine next steps to resolve problem
If theory is not confirmed, re-establish new theory or escalate
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality and if applicable implement preventive measures
6. Document findings, actions, and outcomes