CTSF study plan

Define the core technology vocabulary terms (CPU, RAM, storage, bus, firmware, virtualization) in your own words and record each in a glossary

Explain how a computer processes input through the CPU, memory, and storage pipeline using a labeled diagram you draw yourself

Compare at least six common connector and port types by speed, purpose, and typical device

Distinguish between hardware, firmware, and software layers with one concrete example of each

Classify common peripheral categories (input, output, storage, and communication devices) and give two examples of each

Describe safe handling and preventive maintenance steps for at least five device types

Identify the internal components of a desktop and a laptop and state the function of each

Explain how to interpret basic device specifications (capacity, throughput, resolution) when matching hardware to a user need

Explain the roles of IP addressing, subnetting, and default gateways in routing traffic between networks

Compare wired and wireless connectivity options by range, bandwidth, and typical use case

Describe the function of common network services such as DHCP, DNS, and NAT

Diagnose a simulated connectivity failure by working through a layer-by-layer checklist

Compare major operating system families by interface, file system, and update model

Explain how applications are installed, updated, and removed, including dependency and licensing considerations

Describe user account and permission models on a workstation and explain least-privilege in practice

Perform and document basic OS maintenance tasks such as updates, disk cleanup, and startup optimization

Define confidentiality, integrity, and availability and map each to a concrete control

Explain authentication factors, password policy, and multi-factor authentication in plain language

Describe encryption at rest and in transit and identify where each applies in everyday support work

Outline the steps for responding to a suspected malware or data-exposure incident

Apply data-handling and privacy principles to a scenario involving sensitive customer information

Distinguish preventive, corrective, and adaptive maintenance and give an example of each

Apply a structured troubleshooting model (identify, hypothesize, test, verify, document) to three written scenarios

Explain the purpose of service level agreements, ticketing, and escalation paths in a support organization

Document a resolved issue so another technician could reproduce the fix from your notes alone

Explain how to set and manage customer expectations during a support interaction, including when to escalate

Demonstrate active listening and plain-language explanation by writing a user-facing summary of a technical fix

Apply confidentiality, consent, and scope-of-support principles to three ethical dilemma scenarios

Identify common communication pitfalls in written tickets and rewrite poor examples into clear ones

Consolidate weak areas by reviewing glossary gaps and error patterns from earlier weeks

Complete a timed mixed-domain practice set and analyze every missed item by domain and cause

Rehearse explaining three core concepts aloud in under two minutes each, as if to a non-technical user

Build a final one-page summary sheet of the highest-risk facts across all domains