CompTIA A+ Boot Camp Certification (220-1101, 220-1102)

What’s included?

• Authorized Courseware
• Intensive Hands on Skills Development with an Experienced Subject Matter Expert
• Hands-on practice on real Servers and extended lab support 1.800.482.3172
• Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
• Academy Code of Honor: Test Pass Guarantee
• Optional: Package for Hotel Accommodations, Lunch and Transportation

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Curriculum

CORE 1 (220-1101)

1.0 Mobile Devices

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

• 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/Bluetooth module
– Cellular card
– Video card
– Mini PCIe
– Screen
– DC jack
– Battery
– Touchpad
– Plastics/frames
– Speaker
– System board
– CPU

1.2 Given a scenario, install components within the display of a laptop.

• Types
– LCD
– OLED
• WiFi antenna connector/placement
• Webcam
• Microphone
• Inverter
• Digitizer/touchscreen

1.3 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
– Touchpad (on/off)
– Screen orientation
– Media options (fast forward/rewind)
– GPS (on/off)
– Airplane mode
• Docking station
• Port replicator
• Physical laptop lock and cable lock
• Rotating/removable screens

1.4 Compare and contrast characteristics of various types of other mobile devices.

• Tablets
• Smartphones
• Wearable technology devices
– Smart watches
– Fitness monitors
– VR/AR headsets
• E-readers
• GPS

1.5 Given a scenario, connect and configure accessories and ports of other mobile devices.

• Connection types
– Wired
– Micro-USB/Mini-USB/USB-C
– Lightning
– Tethering
– Proprietary vendor-specific ports (communication/power)
– Wireless
– NFC
– Bluetooth
– IR
– Hotspot
• Accessories
– Headsets
– Speakers
– Game pads
– Extra battery packs/battery chargers
– Protective covers/waterproofing
– Credit card readers
– Memory/MicroSD

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

• Wireless/cellular data network (enable/disable)
– Hotspot
– Tethering
– Airplane mode
• Bluetooth
– Enable Bluetooth
– Enable pairing
– Find a device for pairing
– Enter the appropriate pin code
– Test connectivity
• Corporate and ISP email configuration
– POP3
– IMAP
– Port and SSL settings
– S/MIME
• Integrated commercial provider email configuration
– iCloud
– Google/Inbox
– Exchange Online
– Yahoo
• PRI updates/PRL updates/baseband updates
• Radio firmware
• IMEI vs. IMSI
• VPN

1.7 Given a scenario, use methods to perform mobile device synchronization.

• Synchronization methods
– Synchronize to the cloud
– Synchronize to the desktop
– Synchronize to the automobile
• Types of data to synchronize
– Contacts
– Applications
– Email
– Pictures
– Music
– Videos
– Calendar
– Bookmarks
– Documents
– Location data
– Social media data
– E-books
– Passwords
• Mutual authentication for multiple services (SSO)
• Software requirements to install the application on the PC
• Connection types to enable synchronization

2.0 Networking

2.1 Compare and contrast TCP and UDP ports, protocols, and their purposes.

• Ports and protocols
– 21 – FTP
– 22 – SSH
– 23 – Telnet
– 25 – SMTP
– 53 – DNS
– 80 – HTTP
– 110 – POP3
– 143 – IMAP
– 443 – HTTPS
– 3389 – RDP
– 137-139 – NetBIOS/NetBT
– 445 – SMB/CIFS
– 427 – SLP
– 548 – AFP
– 67/68 – DHCP
– 389 – LDAP
– 161/162 – SNMP
• TCP vs. UDP

2.2 Compare and contrast common networking hardware devices.

• Routers
• Switches
– Managed
– Unmanaged
• Access points
• Cloud-based network controller
• Firewall
• Network interface card
• Repeater
• Hub
• Cable/DSL modem
• Bridge
• Patch panel
• Power over Ethernet (PoE)
– Injectors
– Switch
• Ethernet over Power

2.3 Given a scenario, install and configure a basic wired/wireless SOHO network.

• Router/switch functionality
• Access point settings
• IP addressing
• NIC configuration
– Wired
– Wireless
• End-user device configuration
• IoT device configuration
– Thermostat
– Light switches
– Security cameras
– Door locks
– Voice-enabled, smart speaker/digital assistant
• Cable/DSL modem configuration
• Firewall settings
– Screened subnet (previously known as demilitarized zone)
– Port forwarding
– NAT
– UPnP
– Allow list/deny list
– MAC filtering
• QoS
• Wireless settings
– Encryption
– Channels
– QoS

2.4 Compare and contrast wireless networking protocols.

• 802.11a
• 802.11b
• 802.11g
• 802.11n
• 802.11ac
• Frequencies
– 2.4Ghz
– 5Ghz
• Channels
– 1–11
• Bluetooth
• NFC
• RFID
• Zigbee
• Z-Wave
• 3G
• 4G
• 5G
• LTE

2.5 Summarize the properties and purposes of services provided by networked hosts.

• Server roles
– Web server
– File server
– Print server
– DHCP server
– DNS server
– Proxy server
– Mail server
– Authentication server
– syslog
• Internet appliance
– UTM
– IDS
– IPS
– End-point management server
• Legacy/embedded systems

2.6 Explain common network configuration concepts.

• IP addressing
– Static
– Dynamic
– APIPA
– Link local
• DNS
• DHCP
– Reservations
• IPv4 vs. IPv6
• Subnet mask
• Gateway
• VPN
• VLAN
• NAT

2.7 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
– WMN

2.8 Given a scenario, use appropriate networking tools.

• Crimper
• Cable stripper
• Multimeter
• Tone generator and probe
• Cable tester
• Loopback plug
• Punchdown tool
• WiFi analyzer

3.0 Hardware

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

• Network cables
– Ethernet
– Cat 5
– Cat 5e
– Cat 6
– Plenum
– Shielded twisted pair
– Unshielded twisted pair
– 568A/B
– Fiber
– Coaxial
– Speed and transmission limitations
• Video cables
– VGA
– HDMI
– Mini-HDMI
– DisplayPort
– DVI ( DVI-D/DVI-I)
• Multipurpose cables
– Lightning
– Thunderbolt
– USB
– USB-C
– USB 2.0
– USB 3.0
• Peripheral cables
– Serial
• Hard drive cables
– SATA
– IDE
– SCSI
• Adapters
– DVI to HDMI
– USB to Ethernet
– DVI to VGA

3.2 Identify common connector types.

• RJ-11
• RJ-45
• RS-232
• BNC
• RG-59
• RG-6
• USB
• Micro-USB
• Mini-USB
• USB-C
• DB-9
• Lightning
• SCSI
• eSATA
• Molex

3.3 Given a scenario, install RAM types.

• RAM types
– SODIMM
– DDR2
– DDR3
– DDR4
• Single channel
• Dual channel
• Triple channel
• Error correcting
• Parity vs. non-parity

3.4 Given a scenario, select, install and configure storage devices.

• Optical drives
– CD-ROM/CD-RW
– DVD-ROM/DVD-RW/DVD-RW DL
– Blu-ray
– BD-R
– BD-RE
• Solid-state drives
– M2 drives
– NVME
– SATA 2.5
• Magnetic hard drives
– 5,400rpm
– 7,200rpm
– 10,000rpm
– 15,000rpm
– Sizes:
-2.5
-3.5
• Hybrid drives
• Flash
– SD card
– CompactFlash
– Micro-SD card
– Mini-SD card
– xD
• Configurations
– RAID 0, 1, 5, 10
– Hot swappable

3.5 Given a scenario, install and configure motherboards, CPUs, and add-on cards.

• Motherboard form factor
– ATX
– mATX
– ITX
– mITX
• Motherboard connectors types
– PCI
– PCIe
– Riser card
– Socket types
– SATA
– IDE
– Front panel connector
– Internal USB connector
• BIOS/UEFI settings
– Boot options
– Firmware updates
– Security settings
– Interface configurations
– Security
– Passwords
– Drive encryption
– TPM
– LoJack
– Secure boot
• CMOS battery
• CPU features
– Single-core
– Multicore
– Virtualization
– Hyperthreading
– Speeds
– Overclocking
– Integrated GPU
• Compatibility
– AMD
– Intel
• Cooling mechanism
– Fans
– Heat sink
– Liquid
– Thermal paste
• Expansion cards
– Video cards
– Onboard
– Add-on card
– Sound cards
– Network interface card
– USB expansion card
– eSATA card

3.6 Explain the purposes and uses of various peripheral types.

• Printer
• ADF/flatbed scanner
• Barcode scanner/QR scanner
• Monitors
• VR headset
• Optical drive types
• Mouse
• Keyboard
• Touchpad
• Signature pad
• Game controllers
• Camera/webcam
• Microphone
• Speakers
• Headset
• Projector
– Lumens/brightness
• External storage drives
• KVM
• Magnetic reader/chip reader
• NFC/tap pay device
• Smart card reader

3.7 Summarize power supply types and features.

• Input 115V vs. 220V
• Output 5V vs. 12V
• 24-pin motherboard adapter
• Wattage rating
• Number of devices/types of devices to be powered

3.8 Given a scenario, select and configure appropriate components for a custom PC configuration to meet customer specifications or needs.

• Graphic/CAD/CAM design workstation
– SSD
– 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
– SSD
– High-end video/specialized GPU
– High-definition sound card
– High-end cooling
• Network attached storage device
– Media streaming
– File sharing
– Gigabit NIC
– RAID array
– Hard drive
• Standard thick client
– Desktop applications
– Meets recommended requirements for selected OS
• Thin client
– Basic applications
– Meets minimum requirements for selected OS
– Network connectivity

3.9 Given a scenario, install and configure common devices.

• Desktop
– Thin client
– Thick client
– Account setup/settings
• Laptop/common mobile devices
– Touchpad configuration
– Touchscreen configuration
– Application installations/configurations
– Synchronization settings
– Account setup/settings
– Wireless settings

3.10 Given a scenario, configure SOHO multifunction devices/printers and 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

3.11 Given a scenario, install and maintain various print technologies.

• 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
– Maintenance: Replace toner, apply maintenance kit, calibrate, clean
• Inkjet
– Ink cartridge, print head, roller, feeder, duplexing assembly, carriage, and belt
– Calibrate
– Maintenance: Clean heads, replace cartridges, calibrate, clear jams
• Thermal
– Feed assembly, heating element
– Special thermal paper
– Maintenance: Replace paper, clean heating element, remove debris
• Impact
– Print head, ribbon, tractor feed
– Impact paper
– Maintenance: Replace ribbon, replace print head, replace paper
• Virtual
– Print to file
– Print to PDF
– Print to XPS
– Print to image
• 3D printers
– Plastic filament

4.0 Virtualization and Cloud Computing

4.1 Compare and contrast cloud computing concepts.

• Common cloud models
– IaaS
– SaaS
– PaaS
– Public vs. private vs. hybrid vs. community
• Shared resources
– Internal vs. external
• Rapid elasticity
• On-demand
• Resource pooling
• Measured service
• Metered
• Off-site email applications
• Cloud file storage services
– Synchronization apps
• Virtual application streaming/cloud-based applications
– Applications for cell phones/tablets
– Applications for laptops/desktops
• Virtual desktop
– Virtual NIC

4.2 Given a scenario, set up and configure client-side virtualization.

• Purpose of virtual machines
• Resource requirements
• Emulator requirements
• Security requirements
• Network requirements
• Hypervisor

5.0 Hardware and Network Troubleshooting

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

• 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
– Inquire regarding environmental or infrastructure changes
– Review system and application logs
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 the theory is confirmed, determine the next steps to resolve problem
– If theory is not confirmed reestablish 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

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

• Common symptoms
– Unexpected shutdowns
– System lockups
– POST code beeps
– Blank screen on bootup
– BIOS time and setting 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
– Log entries and error messages

5.3 Given a scenario, troubleshoot hard drives and RAID arrays.

• 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

5.4 Given a scenario, troubleshoot video, projector, and display issues.

• Common symptoms
– VGA mode
– No image on screen
– Overheat shutdown
– Dead pixels
– Artifacts
– Incorrect color patterns
– Dim image
– Flickering image
– Distorted image
– Distorted geometry
– Burn-in
– Oversized images and icons

5.5 Given a scenario, troubleshoot 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
– No power
– 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 email
– 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

5.6 Given a scenario, troubleshoot printers.

• Common symptoms
– Streaks
– Faded prints
– Ghost images
– Toner not fused to the paper
– Creased paper
– Paper not feeding
– Paper jam
– No connectivity
– Garbled characters on paper
– Vertical lines on page
– Backed-up print queue
– Low memory errors
– Access denied
– Printer will not print
– Color prints in wrong print color
– Unable to install printer
– Printing blank pages
– No image on printer display
– Multiple failed jobs in logs

5.7 Given a scenario, troubleshoot common wired and wireless network problems.

• Common symptoms
– Limited connectivity
– Unavailable resources
– Internet
– Local resources
– Shares
– Printers
– Email
– No connectivity
– APIPA/link local address
– Intermittent connectivity
– IP conflict
– Slow transfer speeds
– Low RF signal
– SSID not found

CORE 2 (220-1102)

1.0 Operating Systems

1.1 Compare and contrast common operating system types and their purposes.

• 32-bit vs. 64-bit
– RAM limitations
– Software compatibility
• Workstation operating systems
– Microsoft Windows
– Apple Macintosh OS
– Linux
• Cell phone/tablet operating systems
– Microsoft Windows
– Android
– iOS
– Chrome OS
• Vendor-specific limitations
– End-of-life
– Update limitations
• Compatibility concerns between operating systems

1.2 Compare and contrast features of Microsoft Windows versions.

• Windows 7
• Windows 8
• Windows 8.1
• Windows 10
• Corporate vs. personal needs
– Domain access
– BitLocker
– Media center
– BranchCache
– EFS
• Desktop styles/user interface

1.3 Summarize general OS installation considerations and upgrade methods.

• Boot methods
– Optical disc(CD-ROM, DVD, Blu-ray)
– External drive/flash drive (USB/eSATA)
– Network boot (PXE)
– Internal fixed disk (HDD/SSD)
– Internal hard drive (partition)
• Type of installations
– Unattended installation
– In-place upgrade
– Clean install
– Repair installation
– Multiboot
– Remote network installation
– Image deployment
– Recovery partition
– Refresh/restore
• Partitioning
– Dynamic
– Basic
– Primary
– Extended
– Logical
– GPT
• File system types/formatting
– ExFAT
– FAT32
– NTFS
– CDFS
– NFS
– ext3, ext4
– HFS
– Swap partition
– 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
• Prerequisites/hardware compatibility
• Application compatibility
• OS compatibility/upgrade path

1.4 Given a scenario, use appropriate Microsoft command line tools.

• Navigation
– dir
– cd
– ..
• ipconfig
• ping
• tracert
• netstat
• nslookup
• shutdown
• dism
• sfc
• chkdsk
• diskpart
• taskkill
• gpupdate
• gpresult
• format
• copy
• xcopy
• robocopy
• net use
• net user
• [command name] /?
• Commands available with standard privileges vs. administrative privileges

1.5 Given a scenario, use 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
– Print Management
– Windows Memory Diagnostics
– Windows Firewall
– Advanced Security
– Event Viewer
– User Account Management
• MSConfig
– General
– Boot
– Services
– Startup
– Tools
• Task Manager
– Applications
– Processes
– Performance
– Networking
– Users
• Disk Management
– Drive status
– Mounting
– Initializing
– Extending partitions
– Splitting partitions
– Shrink partitions
– Assigning/changing drive letters
– Adding drives
– Adding arrays
– Storage spaces
• System utilities
– Regedit
– Command
– Services.msc
– MMC
– MSTSC
– Notepad
– Explorer
– Msinfo32
– DxDiag
– Disk Defragmenter
– System Restore
– Windows Update

1.6 Given a scenario, use Microsoft Windows Control Panel utilities.

• Internet Options
– Connections
– Security
– General
– Privacy
– Programs
– Advanced
• Display/Display Settings
– Resolution
– Color depth
– Refresh rate
• User Accounts
• Folder Options
– View hidden files
– Hide extensions
– General options
– View options
• System
– Performance (virtual memory)
– Remote settings
– System protection
• Windows Firewall
• Power Options
– Hibernate
– Power plans
– Sleep/suspend
– Standby
• Credential Manager
• Programs and features
• HomeGroup
• Devices and Printers
• Sound
• Troubleshooting
• Network and Sharing Center
• Device Manager
• BitLocker
• Sync Center

1.7 Summarize application installation and configuration concepts.

• System requirements
– Drive space
– RAM
• OS requirements
– Compatibility
• Methods of installation and deployment
– Local (CD/USB)
– Network-based
• Local user permissions
– Folder/file access for installation
• Security considerations
– Impact to device
– Impact to network

1.8 Given a scenario, configure Microsoft 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
– QoS
– BIOS (on-board NIC)

1.9 Given a scenario, use features and tools of the Mac OS and Linux client/desktop operating systems.

• Best practices
– Scheduled backups
– Scheduled disk maintenance
– System updates/App Store
– Patch management
– 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
– rm
– chmod
– chown
– iwconfig/ifconfig
– ps
– su/sudo
– apt-get
– vi
– dd
– kill

2.0 Security

2.1 Summarize the importance of physical security measures.

• Access control vestibule
• Badge reader
• Smart card
• Security guard
• Door lock
• Biometric locks
• Hardware tokens
• Cable locks
• Server locks
• USB locks
• Privacy screen
• Key fobs
• Entry control roster

2.2 Explain logical security concepts.

• Active Directory
– Login script
– Domain
– Group Policy/Updates
– Organizational Units
– Home Folder
– Folder redirection
• Software tokens
• MDM policies
• Port security
• MAC address filtering
• Certificates
• Antivirus/Anti-malware
• Firewalls
• User authentication/strong passwords
• Multifactor authentication
• Directory permissions
• VPN
• DLP
• Access control lists
• Smart card
• Email filtering
• Trusted/untrusted software sources
• Principle of least privilege

2.3 Compare and contrast wireless security protocols and authentication methods.

• Protocols and encryption
– WEP
– WPA
– WPA2
– TKIP
– AES
• Authentication
– Single-factor
– Multifactor
– RADIUS
– TACACS

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

• Malware
– Ransomware
– Trojan
– Keylogger
– Rootkit
– Virus
– Botnet
– Worm
– Spyware
• Tools and methods
– Antivirus
– Anti-malware
– Recovery console
– Backup/restore
– End user education
– Software firewalls
– DNS configuration

2.5 Compare and contrast social engineering, threats, and vulnerabilities.

• Social engineering
– Phishing
– Spear phishing
– Impersonation
– Shoulder surfing
– Tailgating
– Dumpster diving
• DDoS
• DoS
• Zero-day
• On-path attack (previously known as man-in-the-middle attack)
• Brute force
• Dictionary
• Rainbow table
• Spoofing
• Non-compliant systems
• Zombie

2.6 Compare and contrast the differences of basic Microsoft Windows OS security settings.

• User and groups
– Administrator
– Power user
– Guest
– Standard user
• NTFS vs. share permissions
– 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
– Single sign-on
• Run as administrator vs. standard user
• BitLocker
• BitLocker To Go
• EFS

2.7 Given a scenario, implement security best practices to secure a workstation.

• Password best practices
– Setting strong passwords
– Password expiration
– Screensaver required password
– BIOS/UEFI passwords
– Requiring passwords
• Account management
– Restricting user permissions
– Logon time restrictions
– Disabling guest account
– Failed attempts lockout
– Timeout/screen lock
– Change default admin user account/password
– Basic Active Directory functions
– Account creation
– Account deletion
– Password reset/unlock account
– Disable account
• Disable autorun
• Data encryption
• Patch/update management

2.8 Given a scenario, implement methods for securing mobile devices.

• Screen locks
– Fingerprint lock
– Face lock
– Swipe lock
– Passcode lock
• Remote wipes
• Locator applications
• Remote backup applications
• Failed login attempts 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

2.9 Given a scenario, implement appropriate data destruction and disposal methods.

• 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

2.10 Given a scenario, configure security on 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
• Port forwarding/mapping
• Disabling ports
• Content filtering/parental controls
• Update firmware
• Physical security

3.0 Software Troubleshooting

3.1 Given a scenario, troubleshoot Microsoft Windows OS problems.

• Common symptoms
– Slow performance
– Limited connectivity
– Failure to boot
– No OS found
– Application crashes
– Blue screens
– Blank screens
– Printing issues
– Services fail to start
– Slow bootup
– Slow profile load
• Common solutions
– Defragment the hard drive
– Reboot
– Kill tasks
– Restart services
– Update network settings
– Reimage/reload OS
– Roll back updates
– Roll back devices drivers
– Apply updates
– Repair application
– Update boot order
– Disable Windows services/applications
– Disable application startup
– Safe boot
– Rebuild Windows profiles

3.2 Given a scenario, troubleshoot and resolve PC security issues.

• Common symptoms
– Pop-ups
– Browser redirection
– Security alerts
– Slow performance
– Internet connectivity issues
– PC/OS lockup
– Application crash
– OS updates failures
– Rogue antivirus
– Spam
– Renamed system files
– Disappearing files
– File permission changes
– Hijacked email
– Responses from users regarding email
– Automated replies from unknown sent email
– Access denied
– Invalid certificate (trusted root CA)
– System/application log errors

3.3 Given a scenario, use best practice procedures for malware removal.

1. Identify and research malware symptoms.
2. Quarantine the infected systems.
3. Disable System Restore (in Windows).
4. Remediate the infected systems.
a. Update the anti-malware software.
b. Scan and use removal techniques (safe mode, pre-installation 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 mobile OS and application issues.

• 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 email
– Extremely short battery life
– Overheating
– Frozen system
– No sound from speakers
– Inaccurate touch screen response
– System lockout
– App log errors

3.5 Given a scenario, troubleshoot mobile OS and application security issues.

• Common symptoms
– Signal drop/weak signal
– Power drain
– Slow data speeds
– Unintended WiFi connection
– Unintended Bluetooth pairing
– Leaked personal files/data
– Data transmission over limit
– Unauthorized account access
– Unauthorized location tracking
– Unauthorized camera/microphone activation
– High resource utilization

4.0 Operational Procedures

4.1 Compare and contrast best practices associated with types of documentation.

• Network topology diagrams
• Knowledge base/articles
• Incident documentation
• Regulatory and compliance policy
• Acceptable use policy
• Password policy
• Inventory management
– Asset tags
– Barcodes

4.2 Given a scenario, implement basic change management best practices.

• Documented business processes
• Purpose of the change
• Scope the change
• Risk analysis
• Plan for change
• End-user acceptance
• Change board
– Approvals
• Backout plan
• Document changes

4.3 Given a scenario, implement basic disaster prevention and recovery methods.

• Backup and recovery
– Image level
– File level
– Critical applications
• Backup testing
• UPS
• Surge protector
• Cloud storage vs. local storage backups
• Account recovery options

4.4 Explain common safety procedures.

• Equipment grounding
• Proper component handling and storage
– Antistatic bags
– ESD straps
– ESD mats
– Self-grounding
• Toxic waste handling
– Batteries
– Toner
– CRT
– Cell phones
– Tablets
• Personal safety
– Disconnect power before repairing PC
– Remove jewelry
– Lifting techniques
– Weight limitations
– Electrical fire safety
– Cable management
– Safety goggles
– Air filter mask
• Compliance with government regulations

4.5 Explain environmental impacts and appropriate controls.

• MSDS documentation for handling and disposal
• Temperature, humidity level awareness, and proper ventilation
• Power surges, under-voltage events, and power loss
– Battery backup
– Surge suppressor
• Protection from airborne particles
– Enclosures
– Air filters/mask
• Dust and debris
– Compressed air
– Vacuums
• Compliance to government regulations

4.6 Explain the processes for addressing prohibited content/activity, and 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
• Regulated data
– PII
– PCI
– GDPR
– PHI
• Follow all policies and security best practices

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

• Use proper language and 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 coworkers while interacting with customers
– Personal interruptions
• Dealing with difficult customers or situations
– 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.

4.8 Identify the basics of scripting.

• Script file types
– .bat
– .ps1
– .vbs
– .sh
– .py
– .js
• Environment variables
• Comment syntax
• Basic script constructs
– Basic loops
– Variables
• Basic data types
– Integers
– Strings

4.9 Given a scenario, use remote access technologies.

• RDP
• Telnet
• SSH
• Third-party tools
– Screen share feature
– File share
• Security considerations of each access method