Troubleshooting and Supporting Windows 7 in the Enterprise

Session Detail:    Classroom 3 Day

NOTE: Students that activate this Digital-Only MOC course in Skillpipe between March 20 June 1st will automatically receive Windows 10 MVA Workshop content (English Only) in their Skillpipe library, at time of release (approx. Mid-October 2015). For further details see Campaign Factory.

This three-day instructor-led course provides students with the knowledge and skills to successfully maintain and troubleshoot Windows 7 computers. It will provide them with the knowledge and skills necessary to identify technical problems that can occur in an organization’s client computers.


In addition to their professional experience, students who attend this training should already have the following technical knowledge:

  • Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
    • Microsoft Active Directory principles and management
    • Microsoft Windows Server 2008 fundamentals
    • Microsoft Windows Client fundamentals
  • Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system

Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:

  • Course 6292A: Installing and Configuring Windows 7 Client
  • Course 6420B: Fundamentals of Windows Server 2008

Who Can Benefit

The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization.EDSTs are experienced IT Professionals who focus on a broad range of desktop operating systems, desktop applications, mobile devices, networking, and hardware support issues. EDSTs must combine technical expertise with problem-solving and decision-making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required. EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.

Session Outline

Class Outline

Module 1: Implementing a Troubleshooting Methodology

  • Lesson 1: Introduction to the EDST Job Role
  • Lesson 2: Overview of Troubleshooting Steps

After completing this module, students will be able to:

  • Describe the job role of the EDST
  • Describe the steps of a typical troubleshooting methodology

Module 2: Troubleshooting Startup Issues

  • Lesson 1: Overview of the Windows7 Recovery Environment
  • Lesson 2: Configuring and Troubleshooting Startup Settings
  • Lesson 3: Troubleshooting Operating System Services Issues

After completing this module, students will be able to:

  • Use Windows 7 recovery tools to troubleshoot startup problems
  • Configure and troubleshoot startup settings
  • Troubleshoot operating system services

Module 3: Using Group Policy to Centralize Configuration

  • Lesson 1: Overview of Group Policy Application
  • Lesson 2: Resolving Client Configuration Failures and GPO Application Issues

After completing this module, students will be able to:

  • Describe Group Policy application
  • Troubleshoot client configuration failures and GPO application issues

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

  • Lesson 1: Overview of Hardware Troubleshooting
  • Lesson 2: Troubleshooting Physical Failures
  • Lesson 3: Monitoring Reliability and Performance
  • Lesson 4: Configuring Performance Options in Windows 7
  • Lesson 5: Troubleshooting Device Driver Failures

After completing this module, students will be able to:

  • Identify basic hardware-related issues
  • Determine hardware failure issues
  • Monitor reliability and performance of Windows 7 computers
  • Configure performance options in Windows 7
  • Determine problems that device drivers cause

Module 5: Troubleshooting Network Connectivity Issues

  • Lesson 1: Determining Network Settings
  • Lesson 2: Troubleshooting Network Connectivity Issues

After completing this module, students will be able to:

  • Determine the network configuration of client computers
  • Troubleshoot network connections

Module 6: Troubleshooting Remote Connectivity Issues

  • Lesson 1: Troubleshooting VPN Connectivity Issues
  • Lesson 2: Using Remote Desktop
  • Lesson 3: Troubleshooting User Issues by Using Remote Assistance
  • Lesson 4: Troubleshooting NAP Issues
  • Lesson 5: Troubleshooting DirectAccess Issues

After completing this module, students will be able to:

  • Configure and troubleshoot VPN connections
  • Use Remote Desktop
  • Use Remote Assistance
  • Troubleshoot NAP issues
  • Troubleshoot DirectAccess issues

Module 7: Troubleshooting Logon and Resource Access Issues

  • Lesson 1: Troubleshooting User Login Issues
  • Lesson 2: Troubleshooting User Profile Issues
  • Lesson 3: Troubleshooting File Access Issues
  • Lesson 4: Troubleshooting File Permissions Issues
  • Lesson 5: Troubleshooting Printer Access Issues

After completing this module, students will be able to:

  • Troubleshoot user login issues
  • Troubleshoot user profile issues
  • Troubleshoot file access issues
  • Troubleshoot file permissions issues
  • Troubleshoot printer access issues

Module 8: Troubleshooting Security Issues

  • Lesson 1: Recovering Files Encrypted by EFS
  • Lesson 2: Recovering BitLocker-Protected Drives
  • Lesson 3: Troubleshooting Internet Explorer and Content Access Issues

After completing this module, students will be able to:

  • Recover files encrypted by using EFS
  • Recover BitLocker-protected drives
  • Troubleshoot Internet Explorer and content access issues

Module 9: Troubleshooting Operating System and Application Issues

  • Lesson 1: Troubleshooting Application Installation Issues
  • Lesson 2: Troubleshooting Application Operations Issues
  • Lesson 3: Applying Application and Windows Updates

After completing this module, students will be able to:

  • Troubleshoot application installation issues.
  • Troubleshoot application operation issues.
  • Apply application and Microsoft Windows updates

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Troubleshooting and Supporting Windows 7 in the Enterprise

3 Day


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