A+ Computer Maintenance & Repair

A+ Computer Maintenance & Repair

Levels: Grades 11-12
Units of Credit ` 1.0
CIP Code: 11.9920
Core Code: 35-01-00-00-040
Prerequisites: Suggested Intro to IT
Skill Tests: #884 A+ (Computer Maintenance & Repair)
CompTIA Strata IT Fundamentals (FC0-U41)
CompTIA A+ Hardware (220-801)
CompTIA A+ Operating System (220-802)
TestOut PC Pro
HP ATA – connected Devices (HP4-A01)
MTA Windows OS Fundamentals ()
MTA Networking Fundamentals (#98-366)
MTA Security Fundamentals (#98-367)

CORE DESCRIPTION
Students will learn necessary competencies for an entry-level IT professional including installing, building,
upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing, and performing preventive
maintenance of basic personal computer hardware and operating systems.

CompTIA Certification
In order to receive CompTIA A+ certification a candidate must pass two exams. The first exam is the
CompTIA A+ 220-801 Certification Exam. The CompTIA A+ 220-802 Certification Exam is the second exam
required in order for CompTIA A+ certification candidates to complete their certification.

Domain A+ 220-801 Percentage of Examination

1.0 PC Hardware 40%
2.0 Networking 27%
3.0 Laptops 11%
4.0 Printers 11%
5.0 Operational Procedures 11%
Total 100

Domain A+ 220-802 Percentage of Examination

6.0 Operating Systems 33%
7.0 Security 22%
8.0 Mobile Devices 9%
9.0 Troubleshooting 36%
Total 100%

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 1

July 2013
 A+ Computer Maintenance & Repair

CompTIA 801-201
Standard 1.0 PC Hardware

 Install firmware upgrades – flash BIOS

1.1 Configure and apply BIOS Settings.

 BIOS component information

o RAM
o Hard drive
o Optical drive

 BIOS configurations
o CPU

o Boot sequence
o Enabling and disabling devices
o Date/time
o Clock speeds
o Virtualization support

 Use built-in diagnostics

BIOS security (passwords, drive encryption: TPM, lo-jack)

 Monitoring
o Temperature monitoring
o Fan speeds
o Intrusion detection/notification
o Voltage
o Clock
o Bus speed

 Sizes
1.2 Differentiate between motherboard components, their purposes, and properties.

o ATX
o Micro –ATX

 Expansion slots
o ITX

o PCI
o PCI-X
o PCIe
o miniPCI
o CNR

 RAM slots
o AGP2x, 4x, 8x

 CPU sockets
 Chipsets
o North Bridge
o South Bridge

 Jumpers
o CMOS battery

 Power connections and types

 Fan connectors
 Front panel connectors
o USB
o Audio
o Power button
o Power light
o Drive activity lights

 Bus speeds
o Reset button

 Types
1.3 Compare and contrast RAM types and features.

o DDR
Based on CompTIA A+ 220-801 and 220-802 Objectives Page 2
July 2013
 A+ Computer Maintenance & Repair

o DDR2
o SDRAM
o SODIMM
o DIMM

 RAM compatibility and speed

o RAM configurations (Single channel vs dual channel vs triple channel)

 Sound cards
1.4 Install and configure expansion cards.

 Video cards
 Network cards
 Serial and parallel cards
 USB cards
 Firewire cards
 Storage cards
 Modem cards
 Wireless/cellular cards
 TV tuner cards
 Video capture cards
 Riser cards

 Optical drives
1.5 Install and configure storage devices and use appropriate media.

o CD-ROM
o DVD-ROM

 Combo drives and burners

o Blu-Ray

o CD-RW
o DVD-RW
o Dual Layer DVD-RW
o BD-R

 Connection types
o BD-RE

o External (USB, Firewire, eSATA, Ethernet)

o Internal SATA, IDE and SCSI (IDE configuration and setup (Master, Slave, Cable
Select), SCSI IDs (0 – 15))

 Hard drives
o Hot swappable drives

o Magnetic
o 5400 rpm
o 7200 rpm
o 10,000 rpm

 Solid state/flash drives

o 15,000 rpm

o Compact flash
o SD
o Micro-SD
o Mini-SD
o xD

 RAID types (0, 1, 5, 10)

o SSD

 Media capacity
o CD
o CD-RW
o DVD-RW
o DVD
o Blu-Ray
o DL DVD

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 3

July 2013
 A+ Computer Maintenance & Repair

1.6 Differentiate among various CPU types and features and select the appropriate cooling

 Socket types
method.

o Intel: LGA, 775, 1155, 1156, 1366

 Characteristics
o AMD: 940, AM2, AM2+, AM3, AM3+, FM1, F

o Speeds
o Cores
o Cache size/type
o Hyperthreading
o Architecture (32-bit vs. 64-bit)

 Cooling
o Integrated GPU

o Heat sink
o Fans
o Thermal paste

 Physical connections
1.7 Compare and contrast various connection interfaces and explain their purpose.

o USB 1.1 vs. 2.0 vs. 3.0 characteristics (Connector types: A, B, mini, micro)
o Firewire characteristics
o SATA1 vs. SATA2 vs. SATA3, eSATA, IDE speeds
o Other connector types (Serial, Parallel, VGA, HDMI, DVI, Audio, RJ-45, RJ-11)
o Analog vs. digital transmission

 Speeds, distances and frequencies of wireless device connections

VGA vs. HDMI

o Bluetooth
o RF (802.11 )

 Connector types and their voltages

1.8 Install an appropriate power supply based on a given scenario.

o SATA
o Molex
o 4/8-pin 12v
o PCIe 6/8-pin
o 20-pin
o 24-pin

 Specifications
o Floppy

o Wattage
o Size
o Number of connectors
o ATX

 Dual voltage options

o Micro-ATX

1.9 Evaluate and select appropriate components for a custom configuration, to meet customer

 Graphic / CAD / CAM design workstation

specifications or needs.

 Audio/Video editing workstation

 Virtualization workstation
 Gaming PC
 Home Theater PC
 Standard thick client
 Thin client
 Home Server PC

 Types
1.10 Given a scenario, evaluate types and features of display devices.

o CRT
o LCD
o LED
Based on CompTIA A+ 220-801 and 220-802 Objectives Page 4
July 2013
 A+ Computer Maintenance & Repair

 Resolution
o Projector

 Native resolution
 Analog vs. digital
 Privacy/antiglare filters
 Multiple displays

 Display connector types

1.11 Identify connector types and associated cables.

o DVI-D
o DVI-I
o DVI-A
o DisplayPort
o HD15 (i.e. DE15 or DB15)
o miniHDMI
o RJ-45

 Display cable types

o miniDin-6

o HDMI
o DVI
o VGA
o Component
o Composite
o S-video
o Coaxial

 Device connectors and pin arrangements

o Ethernet

o SATA
o eSATA
o PATA
o IDE
o EIDE
o USB
o IEEE1394
o SCSI
o PS/2
o Parallel
o Serial
o Audio

 Device cable types

o RJ-45

o SATA
o eSATA
o IDE
o EIDE
o Floppy
o USB
o IEEE1394
o SCSI (68pin vs. 50pin vs. 25pin)
o Parallel
o Serial
o Ethernet
o Phone

 Input devices
1.12 Install and configure various peripheral devices.

o Mouse
o Keyboard
o Microphone

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 5

July 2013
 A+ Computer Maintenance & Repair

 Output devices
o Printers
o Speakers
o Display devices

Standard 2.0 Networking

 Twisted Pair
2.1 Identify types of network cables and connectors.

o Connectors: RJ-11, RJ-45

o Wiring standards: T568A, T568B

 Twisted pair
2.2 Categorize characteristics of connectors and cabling.

o Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, plenum, PVC

o Speed and transmission limitations

 IP class
2.3 Explain properties and characteristics of TCP/IP.

o Class A
o Class B

 IPv4 vs. IPv6

o Class C

 Public vs. private vs. APIPA

 Static vs. dynamic
 Client-side DNS
 DHCP
 Subnet mask
 Gateway

 Ports
2.4 Explain common TCP and UDP ports, protocols, and their purpose.

o 21 – FTP
o 23 – TELNET
o 25 – SMTP
o 53 – DNS
o 80 – HTTP
o 110 – POP3
o 143 – IMAP
o 443 – HTTPS

 Protocols
o 3389 – RDP

o DHCP
o DNS
o LDAP
o SNMP
o SMB
o SSH

 TCP vs. UDP

o SFTP

 Standards
2.5 Compare and contrast wireless networking standards and encryption types.

o 802.11 a/b/g/n

 Encryption types
o Speeds, distances and frequencies

o WEP, WPA, WPA2, TKIP, AES

 MAC filtering
2.6 Install, configure, and deploy a SOHO wireless/wired router using appropriate settings.

 Channels (1 – 11)
 Port forwarding, port triggering
 SSID broadcast (on/off)
 Wireless encryption
Based on CompTIA A+ 220-801 and 220-802 Objectives Page 6
July 2013
 A+ Computer Maintenance & Repair

 Firewall
 DHCP (on/off)
 DMZ
 NAT

 Cable
2.7 Compare and contrast Internet connection types and features.

 DSL
 Dial-up
 Fiber
 Cellular (mobile hotspot)

 LAN
2.8 Identify various types of networks.

 WAN
 PAN
 MAN
 Topologies
o Ring
o Bus
o Star
o Hybrid

 Hub
2.9 Compare and contrast network devices their functions and features.

 Switch

 Router
o PoE

 Access point
 Bridge
 Modem
 NAS
 Firewall
 VoIP phones
 Internet appliance

 Crimper
2.10 Given a scenario, use appropriate networking tools.

 Multimeter
 Toner probe
 Cable tester
 Loopback plug
 Punchdown tool

Standard 3.0 Laptops (Deleted)

Standard 4.0 Printers

4.1 Explain the differences between the various printer types and summarize the associated

 Laser
imaging process.

o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate
pads, duplexing assembly
o Imaging process: processing, charging, exposing, developing, transferring, fusing

 Inkjet
and cleaning

o Ink cartridge, print head, roller, feeder, duplexing assembly, carriage and belt

 Thermal
o Calibration

o Feed assembly, heating element

o Special thermal paper

 Use appropriate printer drivers for a given operating system

4.2 Given a scenario, install, and configure printers.

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 7

July 2013
 A+ Computer Maintenance & Repair

 Print device sharing

o Wired (USB, Parallel, Ethernet)
o Wireless (802.11x)

 Printer sharing
o Printer hardware print server

o Sharing local/networked printer via Operating System settings

 Laser
4.3 Given a scenario, perform printer maintenance.

o Replacing toner, applying maintenance kit, calibration, cleaning

Standard 5.0 Operational Procedures

 ESD straps
5.1 Given a scenario, use appropriate safety procedures.

 ESD mats
 Self-grounding
 Equipment grounding
 Personal safety
o Disconnect power before repairing PC
o Remove jewelry
o Lifting techniques
o Weight limitations
o Electrical fire safety
o CRT safety – proper disposal

 Compliance with local government regulations

o Cable management

 MSDS documentation for handling and disposal

5.2 Explain environmental impacts and the purpose of environmental controls.

 Power surges, brownouts, blackouts

o Battery backup

 Dust and debris

o Surge suppressor

o Compressed air

 Component handling and protection

o Vacuums

 Compliance to local government regulations

o Antistatic bags

 Use proper language – avoid jargon, acronyms, slang when applicable

5.3 Given a scenario, demonstrate proper communication and professionalism.

 Maintain a positive attitude

 Listen and do not interrupt the customer
 Be culturally sensitive
 Be on time (if late contact the customer)
 Avoid distractions
o Personal calls
o Talking to co-workers while interacting with customers

 Dealing with difficult customer or situation

o Personal interruptions

o Avoid arguing with customers and/or being defensive

o Do not minimize customer’s problems
o Avoid being judgmental
o Clarify customer statements (ask open ended questions to narrow the scope of the

 Set and meet expectations/timeline and communicate status with the customer
problem, restate the issue or question to verify understanding)

o Offer different repair/replacement options if applicable

o Provide proper documentation on the services provided

 Deal appropriately with customers confidential materials

o Follow up with customer/user at a later date to verify satisfaction

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 8

July 2013
 A+ Computer Maintenance & Repair

o Located on a computer, desktop, printer, etc

 First response
5.4 Explain the fundamentals of dealing with prohibited content/activity.

o Identify
o Report through proper channels

 Use of documentation/documentation changes

o Data/device preservation

 Chain of custody
o Tracking of evidence/documenting process

CompTIA 801-202
Standard 6.0 Operating Systems
6.1 Compare and contrast the features and requirements of various Microsoft Operating

 Windows XP Home, Windows XP Professional, Windows XP Media Center, Windows XP 64-bit

Systems.

 Windows Vista Home Basic, Windows Vista Home Premium, Windows Vista Business,
Professional

 Windows 7 Starter, Windows 7 Home Premium, Windows 7 Professional, Windows 7

Windows Vista Ultimate, Windows Vista Enterprise

 Ultimate, Windows 7 Enterprise

 Features:
o 32-bit vs. 64-bit
o Aero, gadgets, user account control, bit-locker, shadow copy, system restore, ready
boost, sidebar, compatibility mode, XP mode, easy transfer, administrative tools,
defender, Windows firewall, security center, event viewer, file structure and paths,

 Upgrade paths – differences between in place upgrades, compatibility tools, Windows upgrade
category view vs. classic view

OS advisor
6.2 Given a scenario, install, and configure the operating system using the most appropriate

 Boot methods
method.

o USB
o CD-ROM
o DVD

 Type of installations
o PXE

o Creating image
o Unattended installation
o Upgrade
o Clean install
o Repair installation
o Multiboot
o Remote network installation

 Partitioning
o Image deployment

o Dynamic
o Basic
o Primary
o Extended

 File system types/formatting

o Logical

o FAT32
o NTFS
o CDFS
o Quick format vs. full format

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 9

July 2013
 A+ Computer Maintenance & Repair

 Load alternate third party drivers when necessary

 Workgroup vs. Domain setup
 Driver installation, software and windows updates
 Factory recovery partition

 Networking
6.3 Given a scenario, use appropriate command line tools.

o PING
o TRACERT
o IPCONFIG

 OS
o NSLOOKUP

o MD
o RD
o CD
o DEL
o FDISK
o FORMAT
o COPY
o XCOPY
o CHKDSK

 Recovery console
o [command name] /?

o Fixboot
o Fixmbr

 Administrative
6.4 Given a scenario, use appropriate operating system features and tools.

o Computer management
o Device manager
o Users and groups
o Local security policy
o Performance monitor
o Services
o System configuration
o Component services
o Windows firewall

 MSCONFIG
o Advanced security

o General
o Boot
o Service
o Startup

 Task Manager
o Tools

o Applications
o Processes
o Performance
o Networking

 Run line utilities

o Users

o MSCONFIG
o REGEDIT
o CMD
o SERVICES.MSC
o MMC
o MSTSC
o NOTEPAD
o EXPLORER
o MSINFO32
Based on CompTIA A+ 220-801 and 220-802 Objectives Page 10
July 2013
 A+ Computer Maintenance & Repair

6.5 Given a scenario, use Control Panel utilities (the items are organized by “classic view/large

 Common to all Microsoft Operating Systems

icons” in Windows).

o Internet options (Security, General, Privacy, Advanced)

o Display (Resolution)
o User accounts
o Folder options (Sharing, View hidden files, Hide extensions, Layout)
o System (Performance (virtual memory), Hardware profiles, Remote settings,
Windows firewall)

 Unique to Windows XP
o Power options (Hibernate, Power plans, Sleep/suspend, Standby)

o Add/remove programs
o Network connections
o Printers and faxes
o Automatic updates

 Unique to Windows 7
o Network setup wizard

o HomeGroup
o Action center
o Remote applications and desktop applications
o Troubleshooting

 HomeGroup, file/print sharing

6.6 Setup and configure Windows networking on a client/desktop.

 WorkGroup
 Network shares/mapping drives
 Establish networking connections
o VPN
o Dialups
o Wireless
o Wired

 Proxy settings
o WWAN (Cellular)

 Remote desktop
 Home vs. Work vs. Public network settings
 Firewall settings
o Exceptions
o Configuration

 Network card properties

o Enabling/disabling Windows firewall

o Half duplex/full duplex/auto

o Speed
o Wake-on-LAN

 Best practices
6.7 Perform preventive maintenance procedures using appropriate tools.

o Windows updates

 Tools
o Antivirus updates

o Check disk
o Defrag

 User and groups

6.8 Explain the differences among basic OS security settings.

o Administrator
o Power user
o Guest

 NTFS vs. Share permissions

o Standard user

o Allow vs. deny

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 11

July 2013
 A+ Computer Maintenance & Repair

o Moving vs. copying folders and files


o File attributes
System files and folders

Standard 7.0 Security

 Physical security
7.1 Apply and use common prevention methods.

o Lock doors
o Tailgating
o Securing physical documents/paswords/shredding
o Badges

 Digital security
o Windows

o Antivirus
o Firewalls
o Antispyware
o User authentication/strong passwords

 User education
o Directory permissions

 Principle of least privilege

 Social engineering
7.2 Compare and contrast common security threats.

 Malware
 Rootkits
 Phishing
 Shoulder surfing
 Spyware
 Viruses
o Worms
o Trojans

 Setting strong passwords

7.3 Implement security best practices to secure a workstation.

 Requiring passwords

 Low level format vs. standard format

7.4 Given a scenario, use the appropriate data destruction/disposal method.

 Hard drive sanitation and sanitation methods

o Overwrite

 Physical destruction
o Drive wipe

o Shredder
o Drill
o Electromagnetic
o Degaussing tool

 Change default user-names and passwords

7.5 Given a scenario, secure a SOHO wireless network.

 Changing SSID
 Setting encryption
 Disabling SSID broadcast
 Enable MAC filtering

 Change default usernames and passwords

7.6 Given a scenario, secure a SOHO wired network.

 Enable MAC filtering

 Assign static IP addresses
 Disabling ports
 Physical security

Standard 8.0 Mobile Devices (Deleted)

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 12

July 2013
 A+ Computer Maintenance & Repair

Standard 9.0 Troubleshooting

 Identify the problem

9.1 Given a scenario, explain the troubleshooting theory.

o Question the user and identify user changes to the computer and perform backups

 Establish a theory of probable cause (question the obvious)

before making changes

 Test the theory to determine cause

o Once theory is confirmed determine next steps to resolve problem

 Establish a plan of action to resolve the problem and implement the solution
o If theory is not confirmed re-establish new theory or escalate

 Verify full system functionality and if applicable implement preventive measures

 Document findings, actions and outcomes
9.2 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and

 Common symptoms
power with appropriate tools.

o Unexpected shutdown
o POST code beeps
o Blank screen on bootup
o BIOS time and settings resets
o Attempts to boot to incorrect device
o No power
o Loud noice
o Fans spin – no power to other devices
o Indicator lights

 Tools
o BSOD

o Multimeter
o Power supply tester

 Common symptoms
9.3 Given a scenario, troubleshoot hard drives with appropriate tools.

o Loud clicking noise

o Failure to boot

 Tools
o Drive not recognized

o Screwdriver
o External enclosures
o CHKDSK
o FORMAT
o FDISK
o File recovery software

 Common symptoms
9.4 Given a scenario, troubleshoot common video and display issues.

o VGA mode
o No image on screen
o Overheat shutdown
o Dead pixels
o Artifacts
o Color patterns incorrect
o Dim image
o Flickering image
o Distorted image
o Discoloration (degaussing)
o BSOD

 Common symptoms
9.5 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.

o No connectivity
o APIPA address
Based on CompTIA A+ 220-801 and 220-802 Objectives Page 13
July 2013
 A+ Computer Maintenance & Repair

o Limited connectivity
o Local connectivity
o Intermittent connectivity


o IP conflict
Tools
o Cable tester
o Loopback plug
o Punch down tools
o Toner probes
o Wire strippers
o Crimpers
o PING
o IPCONFIG

 Common symptoms
9.6 Given a scenario, troubleshoot operating system problems with appropriate tools.

o BSOD
o Failure to boot
o Improper shutdown
o Spontaneous shutdown/restart
o Device fails to start
o Missing dll message
o Service fails to start
o Compatibility error
o Slow system performance
o Boots in safe mode
o Fails fails to open
o Missing NTLDR
o Missing Boot.ini
o Missing operating system

 Tools
o Invalid boot disk

o Fixboot
o Recovery console
o Fixmbr
o MSCONFIG
o DEFRAG
o Event viewer
o Safe mode
o Command prompt
9.7 Given a scenario, troubleshoot common security issues with appropriate tools and best

 Common symptoms
practices.

o Pop-ups
o Browser redirection
o Security alerts
o Slow performance
o Internet connectivity issues
o PC Locks up
o Windows updates failures
o Rouge antivirus
o Spam
o Renamed system files
o Files disappearing
o File permission changes
o Hijacked email

 Tools
o Access denied

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 14

July 2013
 A+ Computer Maintenance & Repair

o Anti-virus software
o Anti-malware software
o Anti-spyware software
o Event viewer
o

 Best practices for malware removal

o

o Identify malware symptoms

o Quarantine infected system
o Disable system restore
o Remediate infected systems (Update anti-virus software, Scan and removal
techniques (safe mode, pre-installation environment)
o Schedule scans and updates
o Enable system restore and create restore point
o Educate end user
9.8 Given a scenario, troubleshoot, and repair common laptop issues while adhering to the
appropriate procedures. (Deleted)

 Common symptoms
9.9 Given a scenario, troubleshoot printers with appropriate tools

o Streaks
o Faded prints
o Ghost images
o Paper jam
o No connectivity
o Garbled characters on paper
o Printer will not print

Based on CompTIA A+ 220-801 and 220-802 Objectives Page 15

July 2013