Windows Client, Enterprise Desktop Support Technician

Session Detail:    Classroom 5 Day

(Updated for Windows 10 and Windows Server 2016)
This three-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on Windows Desktops on a corporate network. The material is geared towards corporate IT technicians that support Windows 10 and older clients.

Setup resources are now included with student materials to allow them to recreate the classroom environment on their own network or on virtual machines in Microsoft Azure.

Prerequisites

  • TCP/IP Troubleshooting skills
  • Experience working in a corporate domain environment
  • Experience using GUI and command-line troubleshooting tools
  • Experience installing and troubleshooting applications

Who Can Benefit

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.

Session Outline

Class Outline

Module 1: Identify and Resolve New Software Installation Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: Planning New Software Deployment
  • Lesson 3: Multilingual Deployment
  • Lesson 4: Using Group Policy to install software
  • Lesson 5: Using Software Restriction Policies
  • Lesson 6: Digitally Signing Software
  • Lesson 7: Using WMI
  • Lesson 8: Using Applocker
  • Lesson 9: Using Virtualization for Testing
  • Lesson 10: Resolve Software Installation Issues
  • Lesson 11: Review

After completing this module, students will be able to:

  • Understand the different installation options for Windows
  • Understand the different installation options for Windows applications
  • Resolve Windows installation problems
  • Prevent users from running unapproved applications

Module 2: Resolve Software Configuration Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: Change Default Settings on the Image
  • Lesson 3: Enable and Disable Features
  • Lesson 4: Pointing to a Network Resource
  • Lesson 5: Configuring Updates
  • Lesson 6: Resolve Configuration Issues with Group Policy
  • Lesson 7: Driver Updates
  • Lesson 8: Problem Steps Recorder
  • Lesson 9: Resolve Software Configuration Issues
  • Lesson 10: Review

After completing this module, students will be able to:

  • Create a Windows VHD disk
  • Configure operating system features
  • Understand the impact of Driver Updates
  • Fix software configuration problems
  • Use the Problem Steps Recorder tool

Module 3: Resolve Software Failure (Required)

  • Lesson 1: Overview
  • Lesson 2: Event Viewer
  • Lesson 3: Event Forwarding
  • Lesson 4: Application Compatibility Toolkit
  • Lesson 5: Windows Troubleshooting Platform
  • Lesson 6: Windows Experience Index
  • Lesson 7: Testing Compatibility with Safe Mode
  • Lesson 8: System Restore
  • Lesson 9: Resolve Software Failure
  • Lesson 10: Review

After completing this module, students will be able to:

  • Configure Event Forwarding
  • Use System Restore to fix desktop problems.
  • Create a Windows Troubleshooter

Module 4: Identify and Resolve Logon Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: Authentication Process
  • Lesson 3: Machine Accounts
  • Lesson 4: Trust Relationships
  • Lesson 5: Network Services
  • Lesson 6: User Account Properties
  • Lesson 7: User Profiles
  • Lesson 8: Resolve Logon Issues
  • Lesson 9: Review

After completing this module, students will be able to:

  • Create Roaming and Mandatory User Profiles
  • Configure Machine Accounts in Active Directory
  • Configure User Account Properties in Active Directory

Module 5: Identify and Resolve Network Connectivity Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: Scope of the Problem
  • Lesson 3: Hardware Issues
  • Lesson 4: TCP/IP Configuration
  • Lesson 5: Network Routing
  • Lesson 6: IPSec Configuration
  • Lesson 7: Network Connectivity Tools
  • Lesson 8: Branch Cache
  • Lesson 9: Resolve Network Connectivity Issues
  • Lesson 10: Review

After completing this module, students will be able to:

  • Use command-line tools to troubleshoot connectivity problems.
  • Use the Windows Troubleshooters to fix configuration issues.
  • Configure Advanced TCP/IP options on a client computer

Module 6: Identify and Resolve Name Resolution Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: DNS Name Resolution
  • Lesson 3: Using Hosts files
  • Lesson 4: WINS Configuration
  • Lesson 5: Using LMHOSTS files
  • Lesson 6: Name Resolution Order
  • Lesson 7: Manual vs DHCP Configuration
  • Lesson 8: Resolve Name Resolution Issues
  • Lesson 9: Review

After completing this module, students will be able to:

  • Configure records on a DNS Server
  • Configure HOSTS records
  • Use command-line and scripting tools to configure TCP/IP settings

Module 7: Identify and Resolve Network Printer Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Connecting to a Network Printer
  • Lesson 3: Managing the Print Spooler
  • Lesson 4: Setting Printer Priorities
  • Lesson 5: Creating Printer Pools
  • Lesson 6: Configuring Drivers
  • Lesson 7: Printer Schedules
  • Lesson 8: Printer Permissions
  • Lesson 9: Manage Printers with Group Policy Settings
  • Lesson 10: Resolve Network Printer Issues
  • Lesson 11: Review

After completing this module, students will be able to:

  • Optimize the performance of the Print Spooler
  • Redirect Print Jobs from non-functioning Printers
  • Manage Active Directory registration of Printers
  • Manage Printer Permissions

Module 8: Identify and Resolve Performance Issues (Required)

  • Lesson 1: Overview
  • Lesson 2: Analyzing Event Logs
  • Lesson 3: Setting Power Management
  • Lesson 4: Optimize Processor Usage
  • Lesson 5: Optimizing Memory Usage
  • Lesson 6: Optimize Hard Drive Usage
  • Lesson 7: Optimize Network Usage
  • Lesson 8: Performance Tools
  • Lesson 9: Resolve Performance Issues
  • Lesson 10: Review

After completing this module, students will be able to:

  • Configure automatic responses to Service failure
  • Manage the use of Processing resources by applications
  • View and control active connections to a computer
  • Optimize Hard-Disk performance

Module 9: Identify and Resolve Hardware Failure Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Diagnosing Memory Failure Issues
  • Lesson 3: Hard Drive Issues
  • Lesson 4: Network Card Issues
  • Lesson 5: Power Supply Issues
  • Lesson 6: Windows Hardware Diagnostic Tools
  • Lesson 7: Resolve Hardware Failure Issues
  • Lesson 8: Review

After completing this module, students will be able to:

  • Understand how to be proactive in dealing with hardware problems
  • Use Windows hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Signal Strength
  • Lesson 3: Wireless Security
  • Lesson 4: Wireless Profiles
  • Lesson 5: Management Options for Wireless Devices
  • Lesson 6: Resolve Wireless Connectivity Issues
  • Lesson 7: Review

After completing this module, students will be able to:

  • Understand the encryption options available for wireless networks
  • Use Windows Wireless security options
  • Fix wireless client connectivity problems

Module 11: Identify and Resolve Remote Access Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Remote Access Methods
  • Lesson 3: Dial-up Configuration
  • Lesson 4: VPN Configuration
  • Lesson 5: DirectAccess Configuration
  • Lesson 6: Authentication Protocols
  • Lesson 7: Resolve Remote Access Issues
  • Lesson 8: Review

After completing this module, students will be able to:

  • Understand the security options available when creating remote access connections
  • Understand the new capabilities of VPN connections that use DirectAccess
  • Resolve connectivity problems for VPN and Dial-Up connections

Module 12: Manage File Synchronization (Required)

  • Lesson 1: Overview
  • Lesson 2: Configuring Offline File Access
  • Lesson 3: Synchronization Settings
  • Lesson 4: Transparent Caching
  • Lesson 5: Roaming Profiles
  • Lesson 6: Restoring Network Files
  • Lesson 7: Resolve File Synchronization Problems
  • Lesson 8: Review

After completing this module, students will be able to:

  • Configure Transparent Caching
  • Restore deleted network files

Module 13: Identify and Resolve Internet Explorer Security Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Configure Security Zone
  • Lesson 3: Configure Security Levels
  • Lesson 4: Configure Privacy Settings
  • Lesson 5: Managing Add-ons
  • Lesson 6: Configure Smart Screen Filter
  • Lesson 7: Other Security Issues
  • Lesson 8: Resolve Internet Explorer Security Issues
  • Lesson 9: Review

After completing this module, students will be able to:

  • How to use new security features like Smart Screen Filtering
  • Manage Internet Explorer Add-ons
  • Use IE features to warn the user about potential security problems

Module 14: Identify and Resolve Firewall Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Securing Network Applications and Features
  • Lesson 3: Program & Port Exceptions
  • Lesson 4: Configuring Notifications and Logging
  • Lesson 5: Network Security Tools
  • Lesson 6: Resolve Firewall Issues
  • Lesson 7: Review

After completing this module, students will be able to:

  • Block / Allow application communication over the network
  • Audit and record unapproved network communication with a Windows device
  • Fix problems caused by improper configuration of Windows Firewall

Module 15: Identify and Resolve Issues Due To Malicious Software (Optional)

  • Lesson 1: Overview
  • Lesson 2: Proactive Malware Protection
  • Lesson 3: Protecting Internet Explorer
  • Lesson 4: Windows and Anti-Virus Updates
  • Lesson 5: Recovering From Malware Infection
  • Lesson 6: Resolve Issues Due To Malicious Software
  • Lesson 7: Review

After completing this module, students will be able to:

  • Identify problems caused by viruses and other malware.
  • How to protect Internet Explorer and E-mail applications from malware attack
  • How to prevent data loss and fix a computer after a malware attack
  • Install and configure Microsoft Security Essentials

Module 16: Identify and Resolve Encryption Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Configuring a Recovery Agent
  • Lesson 3: Using EFS
  • Lesson 4: Using BitLocker
  • Lesson 5: Encryption Tools
  • Lesson 6: Resolve Encryption Issues
  • Lesson 7: Review

After completing this module, students will be able to:

  • Recover from lost encryption keys
  • How to encrypt individual files using EFS
  • Use BitLocker to protect laptops and insecure computers

Module 17: Identify and Resolve Software Update Issues (Optional)

  • Lesson 1: Overview
  • Lesson 2: Types of Windows Updates
  • Lesson 3: Using Windows Update
  • Lesson 4: Using Microsoft Update
  • Lesson 5: Resolve Software Update Issues
  • Lesson 6: Review

After completing this module, students will be able to:

  • Configure client computers to get updates from the local network instead of the Internet
  • Understand the different options available when updating the operating system
  • Understand how to configure automatic updates for Microsoft applications

Module 18: PowerShell for Desktop Support Technicians (Appendix B)

  • Lesson 1: Overview
  • Lesson 2: Compared to Other Scripting Languages
  • Lesson 3: Creating and Running Scripts
  • Lesson 4: Administering Local Resources
  • Lesson 5: Administering Network Resources
  • Lesson 6: Connect to Microsoft Azure with PowerShell
  • Lesson 7: Review

After completing this module, students will be able to:

  • Extract system information and modify computer settings using PowerShell
  • Use PowerShell help features to learn cmdlet options
  • Create and execute PowerShell scripts
  • Remotely administer Windows devices using PowerShell
  • Create Microsoft Azure Virtual Machines with Azure PowerShell

Need to train your team?

All of our sessions can be customized to meet your team’s specific needs. Build the perfect program by picking and choosing topics from any of the courses in our catalog. A personalized private session gives you the ultimate flexibility and helps maximize your team’s valuable time!

Requesting Team Training
DateTimeTypePriceAdd To Cart

Windows Client, Enterprise Desktop Support Technician

5 Day
Classroom

$3,095.00

Chat with a Coach

Chat with a Coach

Have a more immediate need? Why spend the next hour searching online for answers when you can spend just 15 minutes with one of our experts and get accurate and personalized answers to all of your questions. 

$9.99 | 15 Minutes

Book Now