Use this syllabus as your source of truth for 220-1202. Work through each domain in order and drill targeted sets after every section.
What’s covered
Domain 1: Operating Systems (28%)
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Task 1.1 - Explain common operating system (OS) types and their purposes.
- Differentiate major workstation operating systems (Windows, macOS, Linux, Chrome OS) and identify typical use cases for each.
- Identify common mobile operating systems (iOS, iPadOS, Android) and the device types and ecosystems they support.
- Compare basic characteristics and use cases of common filesystem types such as NTFS, FAT32, exFAT, ext4, XFS, ReFS, and APFS.
- Explain OS vendor life-cycle concepts such as end-of-life (EOL) and update limitations and how they impact support decisions.
- Describe common compatibility concerns when sharing files and applications across different operating systems and filesystems.
- Select an appropriate boot method (USB, network, internal partition, recovery media, multiboot) for installing or repairing an OS in a given scenario.
- Differentiate clean installs, in-place upgrades, image deployments, and recovery or repair installations for Windows and other OSs.
- Compare GPT and MBR partition styles and recognize when each is typically encountered during OS installation.
- Identify key pre-upgrade tasks such as backing up user data, checking application and driver compatibility, and verifying hardware requirements.
- Explain how Windows feature updates relate to the product life cycle and how they influence installation and upgrade planning.
Task 1.3 - Compare and contrast basic features of Microsoft Windows editions.
- Identify which Windows 10 and Windows 11 editions can join an Active Directory domain versus only participate in a workgroup.
- Compare key feature differences between Windows Home and Pro editions such as BitLocker, Remote Desktop, and Group Policy support.
- Explain what Windows N editions are and which media-related components they omit compared to standard editions.
- Given a current Windows edition and hardware, determine whether an in-place upgrade to a target edition is supported or requires a clean install.
- Describe core hardware requirements such as TPM and UEFI that are relevant when deploying modern Windows versions, especially Windows 11.
- Use Task Manager to view and manage processes, services, startup items, performance, and logged-in users when troubleshooting a Windows system.
- Select appropriate MMC snap-ins such as Event Viewer, Disk Management, Task Scheduler, Device Manager, and others to investigate given OS issues.
- Use tools like System Information, Resource Monitor, and System Configuration (msconfig) to gather diagnostic information and adjust startup behavior.
- Apply Disk Cleanup and Disk Defragmenter appropriately to recover space and optimize drives without harming SSDs or system stability.
- Explain when Registry Editor (regedit) might be needed and why it should be used cautiously or escalated to advanced support.
- Use navigation commands such as cd and dir to move through directories and list files in the Windows command prompt.
- Select appropriate network commands (ipconfig, ping, tracert, pathping, nslookup, netstat, net use) to test connectivity and name resolution issues.
- Use disk-related commands such as chkdsk, format, and diskpart carefully to diagnose and repair basic drive issues.
- Apply file and directory commands such as md, rmdir, and robocopy to create folders and copy or remove files in support scenarios.
- Run informational and OS management commands such as hostname, whoami, net user, winver, sfc, gpupdate, and gpresult to gather system and policy information.
- Navigate major Windows configuration areas such as System, Devices, Network & Internet, and related Settings or Control Panel items to adjust workstation behavior.
- Adjust Internet Options and Windows Defender Firewall settings to resolve connectivity or security issues while following policy.
- Modify user-facing settings such as User Accounts, Sound, Time & Language, and Ease of Access to meet user requirements.
- Configure File Explorer options, including showing hidden files and file extensions and choosing appropriate view settings.
- Adjust Power Options such as sleep, hibernate, lid-close actions, USB selective suspend, and fast startup to balance power saving and usability.
- Differentiate domain-joined computers from workgroup systems and describe how they access shared resources such as printers and file servers.
- Configure local Windows Firewall settings including application rules and simple inbound or outbound port exceptions.
- Set IPv4 client network parameters such as IP address, subnet mask, gateway, and DNS using static and DHCP configurations.
- Establish wired, wireless, VPN, and WWAN/cellular connections from a Windows client based on user requirements.
- Configure network profiles (public vs private), proxy settings, and metered connections to align with location and bandwidth constraints.
- Install and remove macOS applications using .dmg, .pkg, .app bundles and the App Store installation process.
- Identify core macOS system folders such as /Applications, /Users, /Library, /System, and /Users/Library and their purposes.
- Configure common macOS System Settings/Preferences areas such as Displays, Network, Printers & Scanners, Privacy, Accessibility, and Time Machine.
- Describe the purpose of macOS features like multiple desktops, Mission Control, Keychain, Spotlight, iCloud, Finder, Dock, gestures, and Continuity.
- Explain when to use Disk Utility, FileVault, Terminal, and Force Quit in macOS support scenarios.
- Use basic Linux file management commands such as ls, pwd, mv, cp, rm, chmod, chown, grep, and find to work with files and directories.
- Apply filesystem management tools like fsck and mount to check and mount Linux filesystems at a basic level.
- Explain how administrative access is handled in Linux using the root account, su, and sudo.
- Install and update software using common Linux package managers such as apt and dnf.
- Identify key Linux configuration files (/etc/passwd, /etc/shadow, /etc/hosts, /etc/fstab, /etc/resolv.conf) and OS components such as the kernel, bootloader, and systemd.
Task 1.10 - Given a scenario, install applications according to requirements.
- Interpret application system requirements, including CPU, RAM, VRAM, storage, 32-bit vs 64-bit, GPU, and external hardware tokens, to confirm compatibility.
- Choose an appropriate application distribution method (physical media, downloadable installer, mountable ISO, image deployment) for a given environment.
- Verify OS and version compatibility before installing new applications to avoid installation failures or instability.
- Evaluate the potential impact of a new application on device performance, network usage, and business operations in a scenario.
- Plan and perform an application installation that preserves user data and minimizes downtime for the end user.
- Configure user access to cloud-based email systems as part of a small office or corporate deployment.
- Set up cloud storage clients and folder synchronization, choosing which folders or libraries sync locally.
- Configure cloud-based collaboration tools such as word processing, spreadsheets, presentations, instant messaging, and videoconferencing for end users.
- Explain the purpose of identity synchronization between on-premises directory services and cloud productivity platforms.
- Assign and verify appropriate cloud service licenses for users based on their role and required applications.
Domain 2: Security (28%)
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Task 2.1 - Summarize various security measures and their purposes.
- Differentiate common physical security controls such as bollards, fences, security guards, access control vestibules, locks, cameras, alarms, and motion sensors.
- Identify physical access security methods including key fobs, smart cards, mobile digital keys, and biometric systems such as fingerprints and facial recognition.
- Explain logical security concepts such as the principle of least privilege, the Zero Trust model, and access control lists (ACLs).
- Describe multifactor authentication (MFA) methods such as hardware tokens, authenticator apps, SMS, email, voice calls, TOTP, and one-time passcodes.
- Summarize the roles of SAML, SSO, PAM, MDM, DLP, IAM, and directory services in managing identities and protecting data.
- Enable, disable, and update Microsoft Defender Antivirus in response to organizational policies and observed threats.
- Configure Windows Defender Firewall rules to control application access and specific ports while maintaining necessary connectivity.
- Create and manage local user and group accounts, selecting appropriate account types and logon options such as passwords, PINs, and biometrics.
- Apply NTFS and share permissions, including attributes and inheritance, to control access to files and folders on Windows systems.
- Implement workstation data protection using BitLocker, BitLocker-To-Go, EFS, and User Account Control (UAC) prompts, and recognize where domain-based settings such as logon scripts and folder redirection apply.
Task 2.3 - Compare and contrast wireless security protocols and authentication methods.
- Distinguish between WPA2 and WPA3 wireless security standards and explain why WPA3 is preferred when supported.
- Compare TKIP and AES encryption for Wi-Fi networks and identify which option is recommended for modern deployments.
- Identify when enterprise authentication methods such as RADIUS and TACACS+ are used with wireless infrastructure.
- Explain the role of Kerberos authentication in Active Directory environments for network logons.
- Recognize scenarios where multifactor authentication should be used to secure wireless or remote access.
- Identify common malware types including trojans, rootkits, viruses, spyware, ransomware, keyloggers, boot sector viruses, cryptominers, stalkerware, and fileless malware.
- Recognize adware and potentially unwanted programs (PUPs) and how they differ from more destructive malware.
- Describe security tools such as antivirus, anti-malware, endpoint detection and response (EDR), managed detection and response (MDR), extended detection and response (XDR), and email security gateways.
- Explain when to use recovery consoles, OS reinstallation, or other remediation methods after a malware infection.
- Summarize the importance of user education and antiphishing training in preventing malware infections.
Task 2.5 - Compare and contrast common social engineering attacks, threats, and vulnerabilities.
- Identify social engineering techniques such as phishing, vishing, smishing, QR code phishing, spear phishing, whaling, shoulder surfing, tailgating, impersonation, and dumpster diving.
- Differentiate network-related threats including denial of service (DoS), distributed denial of service (DDoS), evil twin, zero-day attacks, spoofing, and on-path attacks.
- Explain password-targeting attacks such as brute-force and dictionary attacks and when each is likely to occur.
- Describe application-layer threats including SQL injection, cross-site scripting (XSS), business email compromise (BEC), and supply chain or pipeline attacks.
- Recognize vulnerabilities such as non-compliant or unpatched systems, missing antivirus or firewall protection, end-of-life software, and unmanaged BYOD devices.
Task 2.6 - Given a scenario, implement procedures for basic SOHO malware removal.
- Investigate and verify malware symptoms on a SOHO workstation before taking remediation actions.
- Quarantine infected systems and disable System Restore in Windows Home to prevent reintroduction of malware.
- Remediate infections using updated anti-malware tools, safe mode scanning, or preinstallation environments as appropriate.
- Reimage or reinstall the OS when necessary, then re-enable System Restore, schedule antivirus scans, and enable regular updates.
- Educate end users after malware removal about safer behaviors and how to avoid similar infections in the future.
Task 2.7 - Given a scenario, apply workstation security options and hardening techniques.
- Implement data-at-rest encryption on workstations to protect sensitive files from unauthorized access.
- Enforce strong password policies, including length, character types, uniqueness, and expiration, and when appropriate, configure BIOS/UEFI passwords.
- Apply best practices such as using screensaver locks, logging off when not in use, securing laptops, and protecting PII and passwords.
- Configure account management controls such as restricted user permissions, login time windows, failed-attempt lockouts, screen timeouts, and account expiration dates.
- Harden systems by changing default administrator credentials, disabling AutoRun, and turning off unused services.
Task 2.8 - Given a scenario, apply common methods for securing mobile devices.
- Configure mobile device encryption and screen lock options such as PINs, patterns, fingerprints, and facial recognition in line with policy.
- Apply OS and application patch management on mobile devices to reduce vulnerabilities.
- Install and manage mobile endpoint security tools such as antivirus, anti-malware, and content filtering apps.
- Use locator, remote wipe, and remote backup features to protect data on lost or stolen mobile devices.
- Distinguish BYOD from corporate-owned device policies and apply MDM profiles and security requirements appropriately.
Task 2.9 - Compare and contrast common data destruction and disposal methods.
- Describe physical destruction methods for storage media such as drilling, shredding, degaussing, and incineration.
- Differentiate erasing or wiping, low-level formatting, and standard formatting when preparing drives for reuse or recycling.
- Explain how third-party vendors and certificates of destruction or recycling are used to document secure disposal.
- Identify regulatory and environmental requirements that affect data destruction and hardware disposal choices.
- Choose appropriate data destruction or reuse methods for different sensitivity levels and organizational policies.
Task 2.10 - Given a scenario, apply security settings on SOHO wireless and wired networks.
- Secure a SOHO router by changing default passwords, applying firmware updates, limiting management access, and placing the device in a secure location.
- Configure IP filtering and content filtering on a SOHO router to control network access for users and devices.
- Set wireless settings such as SSID name, SSID broadcast, encryption mode, and guest network options to balance usability and security.
- Configure firewall port forwarding, port mapping, and disabling unused ports on a SOHO router to support specific applications and services.
- Implement a screened subnet or similar basic segmentation on a small network when required for security.
- Configure browser download and installation settings to prefer trusted sources and, where applicable, verify file integrity using hashes.
- Keep browsers patched and manage updates to reduce exposure to known vulnerabilities.
- Install, manage, and remove browser extensions and plug-ins from trusted sources, disabling unneeded or risky add-ons.
- Use browser settings such as pop-up blockers, clearing browsing data and cache, private-browsing mode, ad blockers, proxy settings, and secure DNS to improve security and privacy.
- Configure and use browser password managers and certificate indicators to ensure secure connections and protect stored credentials.
Domain 3: Software Troubleshooting (23%)
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Task 3.1 - Given a scenario, troubleshoot common Windows OS issues.
- Diagnose and resolve Blue Screen of Death (BSOD) errors on Windows systems using basic tools such as Event Viewer and built-in recovery options.
- Troubleshoot degraded performance and frequent application or service crashes on Windows desktops and laptops.
- Resolve common boot problems including repeated shutdowns, services not starting, and "No OS found" errors.
- Address resource-related issues such as low memory warnings and USB controller resource conflicts in Windows.
- Investigate and correct user profile problems such as slow profile loads and time drift on Windows systems.
Task 3.2 - Given a scenario, troubleshoot common mobile OS and application issues.
- Troubleshoot mobile applications that fail to launch, close, install, or update on smartphones and tablets.
- Resolve general mobile device performance issues such as slow response, freezes, and random reboots.
- Diagnose mobile battery life problems and apply settings changes to improve power usage.
- Fix wireless connectivity issues involving Bluetooth, Wi-Fi, and NFC by checking basic settings and connections.
- Address display issues such as the screen not autorotating by verifying sensor settings and orientation lock options.
Task 3.3 - Given a scenario, troubleshoot common mobile OS and application security issues.
- Identify risky mobile security settings such as enabling developer mode, sideloading from unofficial app stores, and rooting or jailbreaking devices.
- Recognize symptoms of malicious or unauthorized mobile applications such as excessive ads, fake security warnings, and unexpected behavior.
- Correlate signs like high network traffic, degraded performance, and data-usage limit alerts with possible infections or misbehaving apps.
- Safely remove or disable suspicious mobile applications and revoke unnecessary app permissions.
- Educate mobile users on safer app practices such as using official stores and reviewing permissions to prevent future security incidents.
Task 3.4 - Given a scenario, troubleshoot common personal computer (PC) security issues.
- Recognize security-related symptoms on PCs such as inability to access the network, desktop alerts, and false antivirus warnings.
- Investigate altered, missing, or inaccessible system or personal files as potential signs of malware, ransomware, or account issues.
- Diagnose OS update failures and determine whether security software, misconfiguration, or malware is interfering.
- Troubleshoot browser-based security problems such as frequent pop-ups, certificate warnings, redirection, and degraded browser performance.
- Determine when to escalate PC security issues to malware removal procedures or more advanced tools based on observed symptoms.
Domain 4: Operational Procedures (21%)
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- Create and update tickets with complete user and device information, clear issue descriptions, categorization, severity, escalation level, progress notes, and resolution details.
- Use asset management tools such as inventory lists, CMDBs, and asset tags or IDs to locate and track equipment and assigned users.
- Verify warranty and licensing information before planning repairs, replacements, or software changes.
- Use and contribute to documents such as incident reports, standard operating procedures (SOPs), onboarding and off-boarding checklists, SLAs, and knowledge base articles.
- Write clear, concise, and professional documentation that other technicians can follow to reproduce troubleshooting steps and outcomes.
Task 4.2 - Given a scenario, apply change management procedures.
- Complete and interpret change request forms including the purpose, scope, type, and affected systems of a proposed change.
- Plan changes with appropriate rollback and backup strategies and, when possible, sandbox testing before production implementation.
- Schedule changes during maintenance windows, respect change freezes, and communicate timing to stakeholders.
- Evaluate the risk and impact of a change and seek required approvals from change boards or management.
- Implement approved changes, coordinate peer review and end-user acceptance, and document the final outcome.
Task 4.3 - Given a scenario, implement workstation backup and recovery methods.
- Differentiate full, incremental, differential, and synthetic full backups and identify when each backup type is most appropriate.
- Plan backup schedules that meet organizational recovery point and recovery time objectives for workstations.
- Choose appropriate recovery methods such as in-place overwrite restores or recovery to an alternate location.
- Apply backup rotation schemes such as onsite vs offsite storage, Grandfather-Father-Son (GFS), and the 3-2-1 backup rule in simple scenarios.
- Test backups periodically to verify that they can be successfully restored and meet organizational requirements.
Task 4.4 - Given a scenario, use common safety procedures.
- Use ESD straps, ESD mats, and antistatic bags correctly to protect sensitive components from electrostatic discharge.
- Follow electrical safety practices, including proper equipment grounding and disconnecting power before repairing PCs.
- Handle and store computer components properly and apply basic cable management to reduce hazards.
- Use personal protective measures such as safe lifting techniques, fire safety practices, safety goggles, and air filter masks when appropriate.
- Comply with applicable government and organizational safety regulations when servicing IT equipment.
Task 4.5 - Summarize environmental impacts and local environment controls.
- Use safety data sheet (SDS) documentation to understand proper handling and disposal of materials such as toner and batteries.
- Follow best practices for disposing of batteries, toner cartridges, and other electronic waste.
- Maintain proper temperature, humidity, ventilation, and equipment placement in IT spaces.
- Perform dust cleanup using appropriate tools such as compressed air and vacuums without damaging equipment.
- Protect systems from power surges, brownouts, and blackouts using devices like UPS units and surge suppressors.
Task 4.6 - Explain the importance of prohibited content/activity and privacy, licensing, and policy concepts.
- Describe basic incident response steps including preserving evidence, chain of custody, documentation, and informing management or law enforcement when appropriate.
- Explain the purpose of software licensing, digital rights management (DRM), and end-user license agreements (EULAs), including personal-use, corporate-use, perpetual, and open-source licenses.
- Recognize when non-disclosure agreements (NDAs) or mutual NDAs apply and how they protect confidential information.
- Identify regulated data types such as credit card information, government-issued identifiers, personally identifiable information (PII), and healthcare data.
- Summarize the role of acceptable use policies (AUPs), splash screens, and regulatory or business compliance requirements in controlling user behavior.
Task 4.7 - Given a scenario, use proper communication techniques and professionalism.
- Demonstrate professionalism by matching required attire, presenting a neat appearance, being on time, and minimizing personal distractions.
- Use active listening techniques such as asking open-ended questions, clarifying statements, and restating issues to verify understanding.
- Handle difficult customers without arguing or being defensive, maintaining a positive attitude and avoiding judgmental language.
- Set and communicate realistic expectations and timelines for issue resolution, and provide status updates to customers as work progresses.
- Appropriately handle customers’ confidential and private materials on devices, printers, and desks while documenting services provided and offering repair or replacement options.
Task 4.8 - Explain the basics of scripting.
- Recognize common script file extensions such as .bat, .ps1, .vbs, .sh, .js, and .py and the environments in which they typically run.
- Identify typical use cases for scripts in IT support, such as automation of restarts, mapping network drives, installing applications, performing backups, gathering data, and initiating updates.
- Explain potential risks of scripts, including unintentionally introducing malware, changing system settings, or causing crashes due to mishandling resources.
- Understand when an entry-level technician should run existing scripts versus escalating script development or modification to more experienced staff.
- Describe high-level best practices for testing scripts in a sandbox or non-production environment before deployment.
Task 4.9 - Given a scenario, use remote access technologies.
- Select an appropriate remote access method such as RDP, VNC, SSH, VPN, RMM, SPICE, WinRM, or third-party screen-sharing tools for a given support scenario.
- Configure and use common remote desktop tools to connect securely to user systems while following organizational policies.
- Explain the role of VPNs in securing remote connections over untrusted networks such as public Wi-Fi.
- Assess security considerations for different remote access methods, including encryption, authentication, and access control.
- Follow organizational procedures to obtain authorization before initiating remote sessions and to log remote support activity.
- Describe AI limitations such as bias, hallucinations, and imperfect accuracy and why human oversight is required.
- Identify common ways AI can be integrated into applications and IT workflows to assist technicians and end users.
- Explain organizational policies for appropriate use of AI tools, including avoiding plagiarism and respecting intellectual property.
- Distinguish between private and public AI deployments in terms of data sources, data security, and data privacy.
- Recognize situations where using AI tools may be inappropriate for handling sensitive or regulated data.
Tip: After finishing a domain, take a 20–25 question drill focused on that domain, then revisit weak objectives before moving on.