Compare HDDs, SSDs, and RAID configurations and select the right storage for a given support scenario

Install and configure peripherals, including input devices, display adapters, and connectivity options

Perform clean installs and upgrades of Windows, including partitioning, formatting, and post-install configuration

Use Task Manager, the Registry, and administrative utilities to monitor and manage Windows systems

Create and manage local users and groups while applying the principle of least privilege

Configure NTFS permissions, file sharing, group policy, and security policies to control access to resources

Manage operating system updates and tune system performance using monitoring tools

Apply a structured troubleshooting methodology to diagnose and resolve common support problems

Identify display types, monitors, and adapters and configure resolution settings correctly

Use the Windows Command Prompt, PowerShell, and Linux Bash to perform file operations and manage permissions

Configure system and network settings and check connections from the command line

Apply basic scripting and automation concepts to complete repetitive IT support tasks

Explain Ethernet, MAC addressing, IP addressing, and subnetting and how devices use them to communicate

Describe the TCP/IP suite and key protocols, including DNS, DHCP, and HTTP

Use operating system tools to configure network connections and troubleshoot connectivity problems

Compare 802.11 wireless standards and configure Wi-Fi security settings

Set up internet access and a SOHO network using routers, modems, and basic network security

Describe virtualization and cloud deployment models, including IaaS and SaaS

Diagnose laptop hardware problems and replace components to restore working systems

Configure iOS and Android devices, including synchronization, MDM, and mobile security settings

Install, configure, and troubleshoot printers and multifunction devices

Apply access controls, encryption, and multifactor authentication to protect systems and data

Detect, remove, and prevent malware and follow incident response workflows

Follow documentation, change management, and environmental and safety procedures in professional IT work