Apple Training

Support your Mac OS X customers.

Course Description

Mac OS X Help Desk Essentials is a three-day, hands-on course that provides an intense 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 troubleshooting issues that arise.

Who should attend?

This class is for help desk specialists, technical coordinators, service technicians, and others who support Mac OS X customers. This could include help desk 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 organization -- such as teachers and technology specialists who manage a classroom network or computer labs.

Training Units

This course can be registered for by redeeming 3 Apple Training Units

Prerequisites

Students should meet the following prerequisites for the Mac OS X Help Desk Essentials course:

Basic Mac OS X knowledge
Basic troubleshooting experience

Recommended Next Steps

Apple Certified Help Desk Specialist exam
	Apple Certified Help Desk Specialist exam The new Apple Certified Help Desk Specialist (ACHDS) certification verifies a foundation in Mac OS X features and use and an ability to configure key services, perform basic troubleshooting, and assist end users with essential Mac OS X capabilities.
Mac OS X Help Desk Essentials v10.3 exam (9L0-400) -- US$150
	Covers a practical knowledge of the features of Mac OS X v10.3 and the basics of managing Mac OS X client systems running Mac OS X v10.3. For specific exam objectives, see the Skills Assessment Guide for the Mac OS X Help Desk Essentials v10.3 exam.
The ACHDS v10.3 certification is granted upon successful completion of this exam.

Key Features
	In-depth presentations of Mac OS X v10.3 features, including tips for troubleshooting, finding additional information, and performing common troubleshooting tasks
	Hands-on exercises to reinforce learning and the opportunity to practice
	Preparation for the Apple Certified Help Desk Specialist exam

You Will Learn How to:
	How to become more efficient with troubleshooting tools
	About the troubleshooting process
	How Mac OS X works

* Requires Adobe Acrobat Reader.

Course Outline

Introduction	Overview of topics covered in the course and the certification process.

Installation	Set up stand-alone Mac OS X workstations.

Users and Permissions	Create user accounts so that multiple users can share a workstation, each user having a personal account and workspace.

File Systems	Mount and use the Mac OS–supported local volume formats. Use Disk Utility to manage and maintain your storage devices.

Application Environments	Run native, Classic, and Java applications on Mac OS X.

Command-Line Interface	Using the Terminal application, use BSD commands to accomplish simple administration tasks.

Network Configuration and Troubleshooting	Configure Mac OS X workstations to access network- based services. Use the Network Utility tool to determine if the cause of the problem is on the workstation or on the network when a system is unable to access network services.

Accessing Network Services	Connect to and use the Mac OS–supported network services.

File and Internet Sharing	Configure Mac OS X workstations to share files using AFP, SMB, FTP, and HTTP.

Peripherals	Identify and correctly attach USB, Bluetooth, and FireWire peripherals.

Printing	Connect USB and network printers so that local and remote Mac OS X systems can print to them.

Startup Sequence	Identify the Mac OS X startup process, from the time you power on to when the user’s desktop appears. Topics such as kernel loading, kernel extensions, and startup items are covered.

Troubleshooting	Using the troubleshooting flowchart, review the various resources and practices to troubleshoot workstation problems.

Challenge: Applying What You Have Learned	Using the skills learned in the course, troubleshoot specific equipment requirements on a computer "broken" by the instructor.