Install, configure, optimize and upgrade personal computer components.
Add, remove, and configure personal computer components, including selection and installation of appropriate components.
Identify tools, diagnostic procedures, and troubleshooting techniques for personal computer components.
Identify and apply basic diagnostic procedures and troubleshooting techniques.
Recognize and isolate issues with peripherals, multimedia, input devices, internal and external storage, and CPUs.
Identify the steps used to troubleshoot components (e.g., check proper seating, installation, appropriate components, settings and current drivers).
Recognize names, purposes, characteristics, and appropriate application of tools.
Perform preventive maintenance of personal computer components.
Identify and apply common preventive maintenance techniques for personal computer components.
This section is not covered in Exam 220–603.
Identify the fundamental principles of using laptops and portable devices:
Identify appropriate applications for laptop-specific communication connections such as Bluetooth, infrared, cellular WAN, and Ethernet.
Identify appropriate laptop-specific power and electrical input devices and determine how amperage and voltage can affect performance.
Identify the major components of the LCD, including inverter, screen, and video card.
Install, configure, optimize, and upgrade laptops and portable devices:
Removal of laptop-specific hardware such as peripherals, hot-swappable devices, and non-hot-swappable devices.
Describe how video sharing affects memory upgrades.
Use tools, diagnostic procedures, and troubleshooting techniques for laptops and portable devices.
Use procedures and techniques to diagnose power conditions, video, keyboard, pointer, and wireless card issues.
This section is not covered in Exam 220–604.
Identify the fundamental principles of operating systems.
Use command-line functions and utilities to manage operating systems, including proper syntax and switches.
Identify concepts and procedures for creating, viewing, and managing disks, directories, and files on operating systems.
Locate and use operating system utilities and available switches:
Device Manager and Task Manager
Install, configure, optimize, and upgrade operating systems.
Identify procedures and utilities used to optimize operating systems.
Identify tools, diagnostic procedures, and troubleshooting techniques for operating systems.
Demonstrate the ability to recover operating systems (e.g., boot methods, recovery console, ASR, or ERD).
Recognize and resolve common operational problems.
Recognize and resolve common error messages and codes.
Use diagnostic utilities and tools to resolve operational problems.
Perform preventive maintenance for operating systems.
Demonstrate the ability to perform preventive maintenance on operating systems, including software and Windows updates (e.g., service packs), scheduled backups/restores, and restore points.
Identify the fundamental principles of using printers and scanners.
Describe processes used by printers and scanners, including laser, ink dispersion, thermal, solid ink, and impact printers and scanners.
Install, configure, optimize, and upgrade printers and scanners.
Install and configure printers and scanners.
Install and configure printer upgrades including memory and firmware.
Optimize scanner performance including resolution, file format, and default settings.
Identify tools and diagnostic procedures for troubleshooting printers and scanners.
Gather information about printer and scanner problems.
Review and analyze collected data.
Isolate and resolve identified printer and scanner problems, including defining the cause, applying the fix, and verifying functionality.
Identify appropriate tools used for troubleshooting and repairing printer and scanner problems.
Perform preventive maintenance of printers and scanners.
Perform scheduled maintenance according to vendor guidelines (e.g., install maintenance kits or reset page counts).
Ensure a suitable environment.
Use recommended supplies.
Identify the fundamental principles of networks.
Identify names, purposes, and characteristics of basic network protocols and terminologies.
Identify names, purposes, and characteristics of technologies for establishing connectivity.
Install, configure, optimize, and upgrade networks.
Install and configure browsers.
Establish network connectivity.
Demonstrate the ability to share network resources.
Use tools and diagnostic procedures to troubleshoot network problems.
Identify names, purposes, and characteristics of tools.
Diagnose and troubleshoot basic network issues.
TCP/IP (e.g., gateway, subnet mask, DNS, WINS, and static and automatic address assignment).
Perform preventive maintenance of networks including securing and protecting network cabling.
Identify the fundamentals and principles of security.
Identify the purposes and characteristics of access control.
Identify the purposes and characteristics of auditing and event logging.
Install, configure, upgrade, and optimize security.
Install and configure software, wireless, and data security.
Identify tool and diagnostic procedures and troubleshooting techniques for security.
Diagnose and troubleshoot software and data security issues.
Perform preventive maintenance for security.
Recognize social engineering and address social engineering situations.
Identify potential hazards and proper safety procedures, including power supply, display devices, and environment (e.g., trip, liquid, situational, atmospheric hazards, and high-voltage and moving equipment).
This section is not covered in Exam 220–604.
Use good communication skills, including listening, tact, and discretion, when communicating with customers and colleagues.
Use clear, concise, and direct statements.
Allow the customer to complete statements—avoid interrupting.
Clarify customer statements—ask pertinent questions.
Avoid using jargon, abbreviations, and acronyms.
Listen to customers.
Use job-related professional behavior including notation of privacy, confidentiality, and respect for the customer and customers’ property.