# Computer Support/Objectives
## Core 1
### 4.0 Virtualization and Cloud Computing
#### 4.1 Summarize cloud-computing concepts.
#### 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
### 3.0 Software Troubleshooting
#### 3.1 Given a scenario, troubleshoot common Windows OS problems.
#### 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.

* Investigate and verify malware symptoms
* Quarantine infected systems
* Disable System Restore in Windows
* Remediate infected systems
** Update anti-malware software
** Scanning and removal techniques (e.g., safe mode, preinstallation environment)
* Schedule scans and run updates
* Enable System Restore and create a restore point in Windows
* 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.
### 4.0 Operational Procedures
#### 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

#### 4.8 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