1.1 Identify basic IT vocabulary.
      Processor speed/cores o Single/Dual/Quad core
            o Intel based / Cell based/AMD based
            o GHz vs. MHz
            o Procesor cache size
            o Bus speed (as they relate to motherboards, memory, etc)
                  • RAM
            o Single data rate, dual data rate, triple data rate
            o DIMMS vs. SODIMMS
      Hard drives o RPMs
            o Cache size
            o Flash based vs. traditional hard drives
            o SATA, SCSI, IDE
            o Internal vs. external
            o Local vs. network shares
      Networking o Wireless networking terms
            o 802.11a/b/g/n
            o Bluetooth
            o RF (Radio Frequency)
            o Interference
            o WAP (Wireless Access Point)
            o SSID
            o Wireless router
      Ethernet technologies
            o CAT5 connections and cables
            o Home plug (Ethernet over Power)
            o Broadband router
            o DSL and cable modems
            o Standard vs. crossover cables
            o Auto-negotiating (speed and duplex)
      Internet
            o Protocols
            o HTTP vs. HTTPS
            o FTP
            o SSL
            o POP3
            o SMTP
            o IMAP
            o DNS
            o DHCP
            o TCP/IP (IPv4 address, IPv6 address)
      Browser features             o Plug-ins
            o Customization (text sizes, text styles, etc)
            o Anti-phishing features
            o ActiveX and Java
            o Cookies
            o Internet Cache

1.2 Demonstrate the proper use of the following devices:
      Monitors
          o Adjust monitor settings (brightness, contrast, etc)
      Desktop
      Server
      Portablebr
          o Laptop
          o PDA
          o Smartphone
          o Netbook

1.3 Explain the characteristics and functions of internal and external storage devices
      CD/CD-RW Drive
      DVD/DVD-RW Drive
      Blu-Ray Disk Drive
      USB storage (solid state vs. magnetic disk)
      Multi-card reader and writer
      Hard drives
      Mobile media devices (e.g. MP3 player or PDAs)

1.4 Explain the characteristics and functions of peripheral devices
      Digital camera
      Web camera
      Speaker
      Tuner
      Microphone
      Printer / scanner

1.5 Explain the characteristics and functions of core input devices
      Keyboard
      Mouse
      Tablet (touch screen)
      Numeric keypad
      Gamepad

1.6 Identify the risks associated with upgrading the following technologies and equipment:
      Operating systems (open source and commercial) o Compatibility issues
            o Upgrade issues
            o Data loss
      PC Speed/storage capability o Compatibility issues
            o Upgrade issues
            o Bus differences
            o Hardware failure
      Application o Minimum requirements
            o Compatibility issues
      Bandwidth and contention
            o VoIP
            o Streaming
            o Web delivered services
      Automatic application and operating system updates
            o Risks of automatic updates
            o Risks of not using automatic updates
            ? Risks of not using manufacturer websites

1.7 Demonstrate the ability to set up a basic PC workstation
      Identify differences between connector types o DVI, VGA, HDMI
            o USB, PS/2
            o FireWire
            o Bluetooth and Wireless
            o Serial
            o Network connectors
            o PCMCIA
            o ExpressCard
            o 3.5mm audio jack
            o Power connectors
      Monitor types
      Computer (desktop, tower, laptop, custom cases)
      Keyboard (keyboard layout: regionalization)
      Mouse (touchpad, optical, trackball)
      Printer (USB, wireless, networked)
      Voltage and power requirements
      Turn on and use the PC and peripherals

2.1 Identify basic compatibility issues between:
      Processor performance
      RAM memory
      USB (1.1, 2.0)
      FireWire
      PS/2
      Ethernet
      Wireless networks

2.2 Recognize common operational problems caused by hardware
      Critical error message or crash
      System lockup (freeze)
      Application will not start or load
      Cannot logon to network
      Driver / hardware compatibility
      Input device will not function

2.3 Demonstrate the ability to minimize risks
      Data loss
      Loss of service
      Damage to equipment

3.1 Conduct basic software installation, removal and/or upgrading
      Follow basic installation/upgrade procedures o Check PC meets minimum requirements
            o Administrative Rights
            o Firewall access (unblocking ports for proper functionality)
      Configure the Operating System o Adjust basic settings (e.g. volume, date, time, time zone)
            o User accounts
            o Power settings (power save, sleep mode, etc)
            o Screen resolutions
      Documentation
            o Licensing (Commercial, Freeware, Shareware)
            o Software registration
      Digital Rights Management
      Software removal (clean un-installation)
      Re-installation (clean installation)

3.2 Identify issues related to folder and file management
      Create, delete, rename and move folders
            o Assign folder structure during installation
      Create, delete, rename, move and print files
      Importance of following back-up guidelines and procedures

3.3 Explain the function and purpose of software tools
      Performance and error correction tools
      Activity or event logging
      Back-up tools
      Disk clean-up tools
      File compression tools

4.1 Recognize basic security risks and procedures to prevent them
      Identify Risks
            o Social Engineering
            o Viruses
            o Worms
            o Trojan Horses
            o Unauthorized Access
                  • Hackers
                  • Phishing
                  • Spyware
                  • Adware
                  • Malware
                  • Identity Fraud
            o File and folder sharing
            o Web browser risks
            o Operating System vulnerability
                  • Service packs
                  • Security updates
            o Theft
            o Open or free networks
      Identify prevention methods
            o User awareness/education
            o Anti-virus software
            o Ensure proper security certificate are used (SSL)
            o Wireless encryption (WPA/WEP)
            o Anti-spyware
            o File encryption
            o Firewalls
            o Anti-spam software
            o Password best practice
                  • Complexity (password construction)
                  • Password confidentiality
                  • Change frequency
                  • Re-use
                  • Utilization
      Identify access control methods
            o Passwords and User ID
            o Screensavers
            o Physical security of hardware
            o Locks
            o Parental controls
            o Smart card
            o Fingerprint reader
            o One time password
            o Identify security threats related to the following:
            o Media used for backup (theft or loss)
            o Screen visibility (shoulder surfing)
            o Cookies (can be stolen, stores passwords, browser tracking)
            o Pop-ups (automatic installations, click on links to malware)
            o Accidental mis-configuration

4.2 Recognize security breaches and ways to resolve them
      Recognize the proper diagnostic procedures when infected with a virus
            o Run anti-virus scan
            o Quarantine virus when possible
            o Escalate to IT professional when needed
      Recognize the proper procedures to maintain a secure environment
            o Regular antivirus and malware scans
            o Application / operating system updates

5.1 Identify environmentally sound techniques to preserve power and dispose of materials
      Environmentally hazardous substance disposal
            o Battery disposal
            o CRT disposal-replace with LCDs
            o Recycling of computers for reuse or parts
            o Toner disposal
            o Cleaning supply disposal
            o Materials that meet RoHS guidelines
      Power management ( Power saving features)
            o Shutdown/power off procedures/policies at end of day
            o Automatic power off after 15 minutes of non-use
            o Shutdown scripts
      Power management PCs and lower power servers replace large desktops with energy efficient laptops and thin clients

5.2 Identify green techniques, equipment and procedures
      Define Cloud computing
            o Define Virtualization (Have more than one server running on a single piece of hardware)
            o Reduced power and cooling consumption
      Duplex printing and use lower cost per page network printers
      Terminal Servers
      Energy Star rating
      Use low power NAS (network attached storage) instead of file servers
      Employee telecommuting
            o Reduced emissions
            o Reduced office space heating, lighting, etc
      Solid State drives
      Define VoIP and how it relates to Green IT
      Green building infrastructure
            o Eliminate cool air leaks in server rooms
            o Proper spacing for cooling IT equipment
            o Energy efficient cooling fans-BIOS adjustable

5.3 Identify preventative maintenance products, techniques, and how to use them
      Liquid cleaning compounds
      Types of materials to clean contacts and connections
      Compressed air
      Cleaning monitors
      Cleaning removable media devices
      Ventilation, dust and moisture control on the PC hardware interior
      Surge suppressors
      Use of ESD equipment
      Wire placement and safety