50331 Windows Client, Enterprise Desktop Support Technician
This course provides students with the knowledge and skills needed to isolate, document and resolve problems on Windows Desktops in a corporate domain. The material is geared towards corporate IT technicians that support Windows 7, 8 or 10 devices.
PREREQUISITES
Before attending this course students must have: TCP/IP Troubleshooting skills, Experience working in a domain environment, Experience using desktop and command-line troubleshooting tools, Experience installing and troubleshooting desktop application problems, and Experience configuring registry and group policy settings.
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TARGET AUDIENCE
This course is intended for technicians that support Windows 7, 8 or 10 devices. Tier 1 and 2 problems are the focus of this material. Windows PowerShell and Azure PowerShell tutorials and labs are now a part of the course.
COURSE OBJECTIVES
After completing this course, students will be able to:
•Manage and Maintain Windows devices locally or remotely
•Manage Windows devices using a GUI or a command-line interface
•Identify the Cause of and Resolve Networking Issues
•Identify the Cause of and Resolve Security Issues
•Manage Windows devices locally or remotely
•Manage Windows Clients with Windows PowerShell & Azure PowerShell
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COURSE OUTLINE
1 - IDENTIFY AND RESOLVE NEW SOFTWARE INSTALLATION ISSUES
Overview
Planning New Software Deployment
Multilingual Deployment
Using Group Policy to install software
Using Software Restriction Policies
Digitally Signing Software
Using WMI
Using Applocker
Using Virtualization for Testing
Resolve Software Installation Issues
Review
Lab : Identify and Resolve New Software Installation Issues
2 - RESOLVE SOFTWARE CONFIGURATION ISSUES (REQUIRED)
Overview
Change Default Settings on the Image
Enable and Disable Features
Pointing to a Network Resource
Configuring Updates
Resolve Configuration Issues with Group Policy
Driver Updates
Problem Steps Recorder
Resolve Software Configuration Issues
Review
Lab : Resolve Software Configuration Issues
3 - RESOLVE SOFTWARE FAILURE (REQUIRED)
Overview
Event Viewer
Event Forwarding
Application Compatibility Toolkit
Windows Troubleshooting Platform
Windows Experience Index
Testing Compatibility with Safe Mode
System Restore
Resolve Software Failure
Review
Lab : Resolve Software Failure
4 - IDENTIFY AND RESOLVE LOGON ISSUES (REQUIRED)
Overview
Authentication Process
Machine Accounts
Trust Relationships
Network Services
User Account Properties
User Profiles
Resolve Logon Issues
Review
Lab : Identify and Resolve Logon Issues
5 - IDENTIFY AND RESOLVE NETWORK CONNECTIVITY ISSUES (REQUIRED)
Overview
Scope of the Problem
Hardware Issues
TCP/IP Configuration
Network Routing
IPSec Configuration
Network Connectivity Tools
Branch Cache
Resolve Network Connectivity Issues
Review
Lab : Identify and Resolve Network Connectivity Issues
6 - IDENTIFY AND RESOLVE NAME RESOLUTION ISSUES (REQUIRED)
Overview
DNS Name Resolution
Using a Hosts files
WINS Configuration
Using LMHOSTS files
Name Resolution Order
Manual vs DHCP Configuration
Resolve Name Resolution Issues
Review
Lab : Identify and Resolve Name Resolution Issues
7 - IDENTIFY AND RESOLVE NETWORK PRINTER ISSUES (OPTIONAL)
Overview
Connecting to a Network Printer
Managing the Print Spooler
Setting Printer Priorities
Creating Printer Pools
Configuring Drivers
Printer Schedules
Printer Permissions
Manage Printers with Group Policy Settings
Resolve Network Printer Issues
Review
Lab : Identify and Resolve Network Printer Issues
8 - IDENTIFY AND RESOLVE PERFORMANCE ISSUES (REQUIRED)
Overview
Analyzing Event Logs
Setting Power Management
Optimize Processor Usage
Optimizing Memory Usage
Optimize Hard Drive Usage
Optimize Network Usage
Performance Tools
Resolve Performance Issues
Review
Lab : Identify and Resolve Performance Issues
9 - IDENTIFY AND RESOLVE HARDWARE FAILURE ISSUES (OPTIONAL)
Overview
Diagnosing Memory Failure Issues
Hard Drive Issues
Network Card Issues
Power Supply Issues
Windows Hardware Diagnostic Tools
Resolve Hardware Failure Issues
Review
Lab : Identify and Resolve Hardware Failure Issues
10 - IDENTIFY AND RESOLVE WIRELESS CONNECTIVITY ISSUES (OPTIONAL)
Overview
Signal Strength
Wireless Security
Wireless Profiles
Management Options for Wireless Devices
Resolve Wireless Connectivity Issues
Review
Lab : Identify and Resolve Wireless Connectivity Issues
11 - IDENTIFY AND RESOLVE REMOTE ACCESS ISSUES (OPTIONAL)
Overview
Remote Access Methods
Dial-up Configuration
VPN Configuration
DirectAccess Configuration
Authentication Protocols
Resolve Remote Access Issues
Review
Lab : Identify and Resolve Remote Access Issues
12 - MANAGE FILE SYNCHRONIZATION (REQUIRED)
Overview
Configuring Offline File Access
Synchronization Settings
Transparent Caching
Roaming Profiles
Restoring Network Files
Resolve File Synchronization Problems
Review
Lab : Manage File Synchronization
13 - IDENTIFY AND RESOLVE INTERNET EXPLORER SECURITY ISSUES (OPTIONAL)
Overview
Configure Security Zone
Configure Security Levels
Configure Privacy Settings
Managing Add-ons
Configure Smart Screen Filter
Other Security Issues
Resolve Internet Explorer Security Issues
Review
Lab : Identify and Resolve Internet Explorer Security Issues
14 - IDENTIFY AND RESOLVE FIREWALL ISSUES (OPTIONAL)
Overview
Securing Network Applications and Features
Program and Port Exceptions
Configuring Notifications and Logging
Network Security Tools
Resolve Firewall Issues
Review
Lab : Identify and Resolve Firewall Issues
15 - IDENTIFY AND RESOLVE ISSUES DUE TO MALICIOUS SOFTWARE (OPTIONAL)
Overview
Proactive Malware Protection
Protecting Internet Explorer
Windows and Anti-Virus Updates
Recovering From Malware Infection
Resolve Issues Due To Malicious Software
Review
Lab : Identify and Resolve Issues Due To Malicious Software
16 - IDENTIFY AND RESOLVE ENCRYPTION ISSUES (OPTIONAL)
Overview
Configuring a Recovery Agent
Using EFS
Using BitLocker
Encryption Tools
Resolve Encryption Issues
Review
Lab : Identify and Resolve Encryption Issues
17 - IDENTIFY AND RESOLVE SOFTWARE UPDATE ISSUES (OPTIONAL)
Overview
Types of Windows Updates
Using Windows Update
Using Microsoft Update
Resolve Software Update Issues
Review
Lab : Identify and Resolve Software Update Issues
18 - POWERSHELL FOR DESKTOP SUPPORT TECHNICIANS (APPENDIX B)
Overview
Compared to other Scripting Languages
Creating and Running Scripts
Administering Local Resources
Administering Network Resources
Connect to Microsoft Azure with PowerShell
Review
Lab 1: PowerShell for Desktop Support Technicians
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
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Related Certifications
Microsoft Certified Solutions Associate (MCSA): Windows 7
