| Section | Weight | Objectives |
| Topic 1: Job Tools | 16% | - Knowledge bases, search, and documentation tools
- Remote access software: use and security
- System tools: Task Manager, System Information, Event Viewer, Activity Monitor
|
| Topic 2: IT Support Job Tasks and Responsibilities | 17% | - Problem-solving process: define, collect info, analyze, implement, document
- Documentation: problem description, troubleshooting steps, results recording
- Help desk concepts: queue management, time management, ticketing systems, SLA, KPIs
|
| Topic 3: Common Threats and Preventions | 16% | - Protection: passwords, scans, updates, user awareness
- Security threats: phishing, malware, spam, social engineering
- Incident response: identify, investigate, escalate
|
| Topic 4: Operating System and Application Issues | 17% | - Windows, macOS, mobile OS: settings, updates, permissions, backup
- Virtualization and cloud basics: concepts, providers, virtual machines
- Browser and collaboration tools: configuration, troubleshooting
- Application installation, updates, patches, and compatibility
|
| Topic 5: Connectivity and Resource Access Issues | 17% | - Email and client access: protocols, authentication, encryption
- Connectivity troubleshooting: errors, latency, access denied
- Network configuration: IP settings, DNS, gateway, Wi-Fi
- Shared resources: printers, folders, permissions, mapped drives
|
| Topic 6: Hardware Issues | 17% | - Troubleshooting hardware faults, drivers and firmware updates
- Safety procedures: ESD, electrical safety, fire prevention
- Ports, cables, components: identification, installation, upgrades
- Device information: hardware specs, OS details, network identifiers
|