Unit: Setting Up Your Help Desk
Unit: Communicating With Customers
Unit: Process and Problem Flow
Unit: Basic Mac OS X Skills

	OS 10.2 (Jaguar)
	OS 10.3 (Panther)

Unit: Advanced Mac OS X Skills

	OS 10.2 (Jaguar)
	OS 10.3 (Panther)

Unit: Additional Mac OS Skills

	OS 10.2 (Jaguar)
	OS 10.3 (Panther)

Unit: Setting Up Your Help Desk

1. Assessing Needs
    • Essential Skills and Tools
    • Scope of Support
    • Defining Job Requirements
2. What is a Support Center?
3. How Will We Operate?
4. Help Desk Infomercial

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1. Attitude and Etiquette
2. Empathy and Active Listening
3. Verbal and Nonverbal Communication
4. Guiding the Customer

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1. Installing Mac OS X
2. The Desktop
    • Aqua
    • Apple Menu
    • Finder
    • Dock
3. System Preferences
4. Introducing Classic
5. Printing and Other Peripherals
    • Print Center
    • Network Printing
    • LPR, AppleTalk
    • USB
    • Bluetooth
    • FireWire

1. Installing Mac OS X
2. The Desktop
    • Aqua
    • Apple Menu
    • Finder
    • Dock
3. System Preferences
4. Introducing Classic
5. Printing and Other Peripherals
    • Printer Setup Utility
    • Network Printing
    • LPR, AppleTalk
    • USB
    • Bluetooth
    • FireWire

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1. Managing Users
    • Access
    • Permissions
    • Multiple Users
    • Passwords
    • NetInfo Manager
2. Networking and File Sharing
    • Connect to a Server
    • Configuring Networks
    • Network Preferences
    • File and Web Sharing
    • Personal Firewalls
3. Troubleshooting Tools
    • Apple System Profiler
    • Console
    • CPU Monitor
    • Disk Copy
    • Disk Utility
    • Network Utility
    • Process Viewer
    • Terminal

1. Managing Users
    • Access
    • Permissions
    • Multiple Users
    • Passwords
    • NetInfo Manager
2. Networking and File Sharing
    • Connect to a Server
    • Configuring Networks
    • Network Preferences
    • File and Web Sharing
    • Personal Firewalls
3. Troubleshooting Tools
    • Activity Monitor
    • Console
    • Disk Utility
    • Network Utility
    • System Profiler
    • Terminal

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1. Boot Process
2. Command Line
3. Mac OS 9 Troubleshooting

1. Boot Process
2. Command Line
3. Mac OS 9 Troubleshooting

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