Computer Service & Support: PC Systems II

Course Description

CET1172C is the second course in the Computer Service and Support sequence, building on hardware fundamentals from PC Systems I (CET1171C). This course provides an in-depth look at advanced computer maintenance concepts and techniques, with topics including PC development techniques, troubleshooting strategies, advancement of technological development and problem-solving strategies. The course emphasizes operating system installation and configuration, networking fundamentals, mobile device support, security, and advanced troubleshooting. It is a combined lecture/laboratory course (denoted by the "C" suffix) that aligns with industry certification objectives, particularly the CompTIA A+ Core 2 exam. Common course materials include the CompTIA A+ Guide to Software: Managing, Maintaining, and Troubleshooting (Andrews, Dark, Miller, Cengage Learning).

Prerequisites

CET1171C (Computer Service & Support: PC Systems I) or equivalent foundational knowledge of PC hardware, components, and basic assembly/disassembly procedures. Some institutions may also recommend basic keyboarding and computer literacy skills.

Required Learning Outcomes

Upon successful completion of this course, students will be able to:

• Install, configure, and maintain Microsoft Windows operating systems, including upgrades, multi-boot configurations, and updates.
• Apply systematic troubleshooting methodologies to identify, isolate, and resolve hardware, software, operating system, and network issues.
• Configure and support small office/home office (SOHO) networks, including TCP/IP addressing, wired and wireless connectivity, and shared resources.
• Implement computer and network security practices, including user account management, permissions, anti-malware, firewalls, and data encryption.
• Use built-in operating system utilities and command-line tools (Task Manager, Registry Editor, Disk Management, ipconfig, ping, etc.) to diagnose and maintain systems.
• Perform backup, restore, and disaster recovery procedures to protect user data and system configurations.
• Demonstrate professional customer service and communication skills when supporting end users.
• Apply safety and environmental procedures, including proper handling of components and electronic waste disposal.

Optional Learning Outcomes

Depending on the institution, students may also:

• Install and troubleshoot Linux and macOS operating systems and basic shell commands.
• Configure and support mobile devices (iOS/Android), including synchronization, email, and mobile security.
• Implement virtualization technologies and cloud-based services for end-user computing.
• Develop and apply scripting basics (PowerShell, batch, or shell) for automated administration tasks.
• Prepare formally for the CompTIA A+ (Core 2) certification exam.

Required Major Topics

• Operating System Installation & Configuration — Windows installation, multi-boot setups, updates, and driver management.
• OS Maintenance & Optimization — Task Manager, Registry, services, startup management, and performance tuning.
• File Systems & Disk Management — Partitioning, formatting, NTFS/FAT/exFAT, permissions, and storage utilities.
• Networking Fundamentals — TCP/IP, DHCP, DNS, network adapters, IP configuration, and SOHO router setup.
• Wireless and Wired Connectivity — Wi-Fi standards, encryption (WPA2/WPA3), cabling, and connectivity troubleshooting.
• Security Concepts — Authentication, user accounts, permissions, malware identification and removal, anti-malware tools, and Windows Defender Firewall.
• Data Protection — Backup and restore strategies, BitLocker/encryption, and recovery techniques.
• Troubleshooting Methodology — Six-step CompTIA model, diagnostics, hardware/software isolation, and documentation.
• Customer Service & Professionalism — Communication, ticketing, escalation, and ethics.
• Safety & Environmental Procedures — ESD, lifting, MSDS, and proper disposal of components.

Optional Major Topics

• Linux and macOS Support — Directory structures, shell commands, and OS-specific utilities.
• Mobile Device Management — Smartphone/tablet configuration, synchronization, and mobile security.
• Virtualization & Cloud — Hypervisors, virtual machines, and cloud-based services (SaaS, IaaS).
• Scripting Basics — PowerShell, batch files, and basic Bash scripts.
• Remote Support Tools — Remote Desktop, SSH, and remote assistance utilities.

Resources & Tools

• Textbook (typical): CompTIA A+ Guide to Software: Managing, Maintaining, and Troubleshooting (Andrews, Dark, Miller — Cengage Learning).
• Lab platforms: NETLAB+, Cisco IT Essentials lab pods, and virtual machine environments (VMware, VirtualBox, Hyper-V).
• Operating systems: Microsoft Windows 10/11, with optional exposure to Linux distributions and macOS.
• Diagnostic utilities: Task Manager, Resource Monitor, Event Viewer, Registry Editor, command-line networking tools, and anti-malware suites.
• Hardware tools: Multimeters, ESD wrist straps, cable testers, and standard PC service toolkits.

Career Pathways

Successful completion of this course prepares students for entry-level roles such as:

• Computer Support Technician / Help Desk Technician
• PC Repair Technician / Field Service Technician
• IT Support Specialist
• Desktop Support Analyst
• Junior Systems Administrator (with additional coursework)

The course also serves as a foundation for further studies in networking (CompTIA Network+), cybersecurity (CompTIA Security+), and AS/BAS programs in Computer Engineering Technology, Network Systems Technology, and Cybersecurity.

Special Information — Certification Preparation

This course, in combination with CET1171C, is specifically designed to prepare students to sit for the CompTIA A+ certification examinations — most directly the Core 2 (220-XX02) exam, which focuses on operating systems, security, software troubleshooting, and operational procedures. Students who complete both courses are encouraged to pursue A+ certification, an industry-recognized credential and a common requirement for entry-level IT support positions, including roles supporting Department of Defense contractors (DoD 8570/8140 baseline). Some Florida colleges align this course with state CAPE industry certification funding, providing students additional pathways to credentials and articulated college credit.