Windows 10/11, macOS, Linux, Chrome OS, iOS/iPadOS, Android · NTFS, FAT32, exFAT, ext4, APFS, ReFS, XFS

Clean install, in-place upgrade, repair install, PXE boot, zero-touch deployment · MBR vs. GPT, Windows 11 requirements

Home, Pro, Pro for Workstations, Enterprise · Domain vs. workgroup · Upgrade paths · Edition-specific features

Task Manager, MMC snap-ins, Administrative Tools, msconfig, Event Viewer, Resource Monitor, Performance Monitor

ipconfig, ping, tracert, netstat, nslookup, net · robocopy, xcopy, sfc, chkdsk, diskpart, shutdown

Control Panel vs. Settings app · Display, Power, Privacy · Windows Update · System Properties, Device Manager, User Accounts

Windows Firewall, IP configuration, Network Connections · Workgroup vs. domain · Proxy settings, VPN client, mapping network drives

Finder, Spotlight, Time Machine, Keychain, Mission Control · Terminal, Disk Utility, FileVault, Boot Camp, Apple ID

Distributions, file structure, bash commands · Package managers (apt, yum) · File permissions, sudo, vi/nano, shell scripting basics

System requirements, 32-bit vs. 64-bit, local vs. network install · Enterprise deployment, patch management, side-loading, application impact

Microsoft 365, Google Workspace · File sync and share, collaboration tools, webmail vs. email client, productivity suite differences

Physical security & entry systems, locks, biometrics, MFA, least privilege, zero trust, ACLs, SSO, IAM, MDM, DLP

User accounts, UAC, EFS, BitLocker, Windows Defender, local security policy, Group Policy

WEP, WPA, WPA2, WPA3 · AES vs. TKIP · RADIUS, 802.1X, enterprise vs. personal authentication

Virus, worm, trojan, ransomware, rootkit, spyware, keylogger, botnet · Attack vectors and behaviors

Phishing, vishing, SMiShing, impersonation, tailgating, shoulder surfing · SQL injection, XSS, DoS/DDoS

6-step malware removal process · Safe mode, anti-malware tools, remediation, end-user education

Patching, service hardening, host-based firewall, full-disk encryption, change default credentials, disabling unused ports

MDM, screen lock, remote wipe, device encryption, app permissions, full vs. selective wipe

Overwriting, low-level format, degaussing, shredding · Regulatory requirements, certificate of destruction

Router hardening, SSID broadcasting, MAC filtering, guest networks, firewall rules, DMZ, port forwarding risks

Browser settings, extensions, private browsing, certificate warnings, clearing cache/cookies, pop-up blockers

Boot failures, BSODs, slow performance, application crashes, update failures, profile corruption, startup repair

App crashes, slow response, battery drain, connectivity problems, touchscreen issues, OS updates

Unexpected data usage, fake security warnings, leaked credentials, unauthorized account access, mobile malware

Malware symptoms, browser hijacking, pop-ups, renamed system files, missing files, Windows Update disabled

Ticketing systems, asset management and the CMDB, procurement life cycle, incident reports, SOPs, onboarding/offboarding, SLAs, knowledge base

Change request process, approvals, rollback plan, impact analysis, stakeholder communication, maintenance windows

Full, differential, incremental, and synthetic backups · recovery testing & audits · in-place vs. alternate restoration · on-site/off-site, GFS rotation, the 3-2-1 rule

ESD precautions, antistatic straps, proper lifting, electrical safety, MSDS/SDS sheets, cable management hazards

MSDS/SDS, hazardous disposal (batteries, toner), temperature & humidity, UPS types (standby/line-interactive/online), surge suppressor ratings

PII, PHI, HIPAA · Software licensing (per-seat, concurrent, site, FOSS) · EULA, NDA, AUP · PCI DSS · Incident response, chain of custody, order of volatility

Avoiding jargon, active listening, probing questions, follow-up · Professional appearance, titles, minimizing distractions, handling tense situations

Batch, PowerShell, VBScript, shell scripts, JavaScript, Python · Automation use cases: reboots, login scripts, backups, monitoring, vulnerability scanning

RDP, SSH, VNC, VPN · Remote assistance tools (Quick Assist, TeamViewer) · Screen sharing security considerations

AI fundamentals, machine learning concepts, large language models · AI in IT support · Responsible use and limitations