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As a desktop support technician (DST), your job is to isolate and solve problems. To do this, you must understand your role in the support environment. You must also know how to talk to and how to listen to users with different levels of expe rience how to ask questions, how to interpret what users say, and how to sug gest changes. You must know where to search for answers to problems and how to apply and document the solutions to those problems. The goal of this chapter is to introduce you to desktop support and common network configurations and to teach you how best to support the end user in these varied settings. The chapter begins with an introduction to supporting users and then discusses corporate environments, the help and support tier structure, and common job titles and duties. A discussion of workgroups, domains, and reasons for multiple domains is also included. Noncorporate environments are intro duced, including Internet service providers (ISPs), call centers, and large and small repair shops. The chapter also introduces you to basic troubleshooting tech niques, including how to gather information about a problem, research and implement solutions, and document your activities. Lessons in this :
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Lesson 1: Introduction to Supporting Users
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Lesson 2: Overview of Corporate Environments . . . . . . . . . . . . . . . . . . . . . . 1-10 Lesson 3: Overview of Noncorporate Environments . . . . . . . . . . . . . . . . . . . 1-18 Lesson 4: Overview of Basic Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . 1-21
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1
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Introduction to Desktop Support
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Before You Begin
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The purpose of this training kit is to teach you to support end users who run Microsoft Windows XP Professional in a corporate environment or Windows XP Home Edition in a home or small business environment and to prepare you for the 70-271 MCDST exam. This training kit assumes that you have approximately six months of hands-on experience and the following prerequisite knowledge:
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Basic experience using a Windows operating system such as Windows XP Basic understanding of Windows accessories, including Microsoft Internet Explorer Basic understanding of core operating system technologies, including installation and configuration Basic understanding of hardware components and their functions Basic understanding of the major desktop components and interfaces and their functions Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings Basic understanding of using command-line utilities to manage the operating system Basic understanding of technologies that are available for establishing Internet connectivity
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Lesson 1
Introduction to Supporting Users
Lesson 1: Introduction to Supporting Users
Being a DST involves much more than answering the telephone and resolving a prob lem. It also involves understanding, communicating with, and pleasing the end user. You must be able to listen to a customer, gather information from that customer, diag nose and resolve the problem (or refer the problem to a senior technician or system administrator), and properly document the resolution of the problem in the manner that is dictated by company policy. The end user must also be satisfied with the solu tion and believe that he or she was treated fairly and with respect.
After this lesson, you will be able to
Identify the types of end users that you will encounter. Explain how previous interactions with desktop support could have gone better. Discuss traits of a qualified DST. Identify what end users expect from you.
Estimated lesson time: 15 minutes
The End User s Level of Expertise
There are many types of end users. Each user has a different level of expertise, and each one has expertise to varying degrees. Some end users have no computer experi ence at all and barely understand basic computer terms; some have targeted experi ence while others have many years of experience. Table 1-1 shows the different types of users you might encounter.
Table 1-1
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