Mac OS X Helpdesk is a three-day, hands-on course that provides an intensive and in-depth exploration of troubleshooting on Mac OS X. This course is designed to give you a tour of the breadth of functionality of Mac OS X and the best methods for effectively supporting users of Mac OS X systems. The course is a combination of lectures and hands-on case study exercises that provide practical real-world experience.
This class is for help desk specialists, technical coordinators, service technicians, and others who support Mac OS X customers. This audience could include technical support personnel in businesses that use Mac OS X systems for general productivity or creative design, service technicians who support Mac OS X customers and technical coordinators or power users who manage networks of Mac OS X systems for their organizationsuch as teachers and technology specialists who manage classroom networks or computer labs.
Students should have the following prerequisite knowledge prior to attending this course:
Basic Mac OS X knowledge
Basic troubleshooting experience
Overview of topics covered in the course, and a summary of the certification program.
Mac OS X installation process and common user issues and troubleshooting techniques regarding installation.
Creating user accounts for multiple users on Mac OS X and troubleshooting common account problems.
The Mac OS X file system, including formatting of disk drives, the file system layout, and how files are managed on Mac OS X.
The user and group permissions model as applied in Mac OS X.
The differences among native, BSD, Java, and Classic applications running on Mac OS X.
Using the Terminal application to run BSD commands to accomplish simple administration tasks.
Network Configuration and Troubleshooting
Configuring Mac OS X workstations for networking, as well as troubleshoot common networking issues.
Accessing Network Services
Using Mac OS X to access network services, including file, mail, and web servers, as well as basic directory services. Understanding common issues when accessing networking services.
Providing Network Services
Using Mac OS X to provide network services. Sharing files using AFP, SMB, FTP, and HTTP. Securing services using the Mac OS X firewall.
How peripherals are supported in Mac OS X, with an emphasis on USB, FireWire, and Bluetooth buses.
Configuring and troubleshooting printing on Mac OS X.
Troubleshooting the different stages of the Mac OS X start-up sequence.
Using the troubleshooting flowchart and the various resources and practices to troubleshoot workstation problems. Using the skills learned in the course to troubleshoot specific equipment requirements on a computer "broken" by the instructor.