Microsoft Desktop Support

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This program was created for individuals who are interested in working in a desktop support or Help Desk position. The goal is successful completion of the Microsoft Certified Desktop Support Technician (MCDST) certification.

Microsoft Desktop Support Technician Job Description

The Microsoft Certified Desktop Support Technician (MCDST) demonstrates a technician can competently support end users and troubleshoot desktop environments running Microsoft Windows operating systems and software.

A desktop support technician is someone who assists end users with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. This position utilizes one-on-one consultancy to end users and other network/computer staff. This position may also assists in the maintenance and testing of network servers and associated equipment. The position's responsibilities require independent analyses, communication, and problem solving. Students must perform course work with little supervision which requires initiative and judgment.

Certification

The courses prepare the Student for Microsoft Certified Desktop Support Technician certification.

The Microsoft Certified Desktop Support Technician (MCDST) credential proves that you have the skills needed to successfully support end-users and successfully troubleshoot desktop environments that are running the Microsoft Windows operating system.

MCDST candidates are required to pass two core exams, Exam 70-271 and Exam 70-272. Elective exams are not required. The following course guide lists the courses and test preparations that are designed to help you prepare for these exams.

The MCDST exam will retire on June 30th 2011; it will continue to be supported by Microsoft as a MCITP: Consumer Support Technician. Existing students who have been certified under the MCDST are strongly recommended to upgrade their MCDST certification. For more information on this change visit the MCDST on Microsoft Windows Certification Requirements website. http://www.microsoft.com/learning/en/us/certification/cert-windowsclient.aspx#tab5

Prerequisites

During the recruitment process, candidates for the Desktop Support Technician program will be reviewed for the following prerequisites:

  • 1 – 3 years experience working with, troubleshooting, and maintaining desktop PCs and operating systems including Windows XP.
  • Understanding the role of supporting end users who run Microsoft Windows XP Professional in a corporate environment, or Microsoft Windows XP Home Edition in a home environment.
  • Experience using applications that are included with the operating system, such as Microsoft Internet Explorer and Microsoft Outlook Express, as well as the productivity applications used in a corporate environment, such as Microsoft Office applications.
  • Experience resolving operating system issues by telephone, by connecting to an end user's system remotely, or by visiting an end user's desktop.
  • Possess a working knowledge of operating in a workgroup or Active Directory domain environment and how end users are affected by each environment.
  • Candidates should be able to successfully answer, escalate, or resolve all calls from end users.

Courses

The program is broken down into four segments: training, test preparation, internship, and job search. The entire program should take 10 months or less to complete. The schedule is as follows:

  • Training: 10 weeks
  • Test Prep: 8 weeks
  • Internship: 16 weeks
  • Job Search: 8 weeks