Duration

5 days.

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

    Skills Gained

    • 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

      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.

        Outline for Windows Client, Enterprise Desktop Support Technician Training

        Outline


        Module 1: Identify and Resolve New Software Installation Issues (Required)
        This module explains how to fix problems that occur during the installation of new software.
        Lessons

        • 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 1: Identify and Resolve New Software Installation Issues
        • Create a Repair Disk and Installation Partitions
        • Install and Configure Windows
        • Install Programs and test Applocker
        • Configure Compatibility Settings
        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)
        This module explains how to fix application installation and configuration issues.
        Lessons
        • 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 1: Resolve Software Configuration Issues
        • Install the Windows Automated Installation Kit
        • Create a Windows PE bootable image
        • Create a VHD disk
        • Install Windows on a VHD
        • Boot Windows from a VHD
        • Use the Problem Steps Recorder
        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)
        This module explains how to fix application problems that come up during their use and configuration.
        Lessons
        • 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 1: Resolve Software Failure
        • Install applications written for older versions of Windows
        • Use the Program Compatibility Tool to configure settings for older applications
        • Use PowerShell scripts to configure Network Adapters
        • Use the Troubleshooter to enable the network adapter
        • Install Windows SDK
        • Create a Troubleshooting Pack with the SDK
        • Configure Event Forwarding
        • Use System Restore
        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)
        This module explains how to fix logon problems and configure local and roaming profiles.
        Lessons
        • Overview
        • Authentication Process
        • Machine Accounts
        • Trust Relationships
        • Network Services
        • User Account Properties
        • User Profiles
        • Resolve Logon Issues
        • Review

        Lab 1: Identify and Resolve Logon Issues
        • Join a computer to the domain
        • Install Remote Server Administration Tools (RSAT)
        • Test and Verify Domain User Account Properties
        • Create Logoff script using PowerShell
        • Test the use of Roaming Profiles
        • Test the use of Mandatory Profiles
        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)
        This module explains how to troubleshoot network and connectivity problems for client computers.
        Lessons
        • 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 1: Identify and Resolve Network Connectivity Issues
        • Use command-line tools to identify and fix network connectivity problems
        • Fix connectivity problems deliberately created by problem scripts
        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)
        This module explains how to use network and local computer services to resolve IP and computer naming issues.
        Lessons
        • 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 1: Identify and Resolve Name Resolution Issues
        • Configure and Test DNS Resolution
        • Configure and Test Hosts File Resolution
        • Configure and Test NetBIOS Resolution
        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)
        This module explains how to implement printer configuration and security settings.
        Lessons
        • 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 1: Identify and Resolve Network Printer Issues
        • Install local and network printers
        • Create and use a separator page
        • Configure Printer Redirection and Printer Pooling
        • Move the Print Spooler Directory
        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)
        This module explains how to improve the performance of a system by monitoring and controlling the use of computer resources. Methods of auditing and reporting the use of computer resources are also demonstrated.
        Lessons
        • 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 1: Identify and Resolve Performance Issues
        • Schedule and Perform a Disk Defragmentation
        • Using Task Manager
        • Using Resource Monitor
        • Display a message when a Service stops
        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)
        This module explains how to diagnose hardware problems on a computer.
        Lessons
        • Overview
        • Diagnosing Memory Failure Issues
        • Hard Drive Issues
        • Network Card Issues
        • Power Supply Issues
        • Windows Hardware Diagnostic Tools
        • Resolve Hardware Failure Issues
        • Review

        Lab 1: Identify and Resolve Hardware Failure Issues
        • Use the Windows Memory Diagnostics Tool
        • Fix Hard Disk Errors
        • Use the Reliability Monitor
        • Use Event Viewer to Find Hardware Information
        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)
        This module explains how to configure reliable and secure wireless connectivity for client computers.
        Lessons
        • Overview
        • Signal Strength
        • Wireless Security
        • Wireless Profiles
        • Management Options for Wireless Devices
        • Resolve Wireless Connectivity Issues
        • Review

        Lab 1: Identify and Resolve Wireless Connectivity Issues
        • No lab exercises. (Interative Video Simulation is provided to practice this skill.)
        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)
        This module explains how to configure remote network connections for client computers.
        Lessons
        • Overview
        • Remote Access Methods
        • Dial-up Configuration
        • VPN Configuration
        • DirectAccess Configuration
        • Authentication Protocols
        • Resolve Remote Access Issues
        • Review

        Lab 1: Identify and Resolve Remote Access Issues
        • Configure Remote Access settings for a domain user account
        • Create and Test a VPN Connection
        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)
        This module explains how to allow end-users to work with network files that are being synchronized on their local devices.
        Lessons
        • Overview
        • Configuring Offline File Access
        • Synchronization Settings
        • Transparent Caching
        • Roaming Profiles
        • Restoring Network Files
        • Resolve File Synchronization Problems
        • Review

        Lab 1: Manage File Synchronization
        • Configure and Test Offline Files
        • Restore the Previous Version of a File

        Lab 2: Manage File Synchronization
        • Configure and Test Offline Files
        • Restore the Previous Version of a File
        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)
        This module explains how to configure the security features in Internet Explorer to protect user information and privacy.
        Lessons
        • 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 1: Identify and Resolve Internet Explorer Security Issues
        • Configure Trusted Security Zone
        • Configure the Security and Privacy Features in IE
        • Configure Group Policy Settings for Internet Explorer
        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)
        This module explains how to configure Windows Firewall to secure application and network traffic on a computer.
        Lessons
        • Overview
        • Securing Network Applications and Features
        • Program & Port Exceptions
        • Configuring Notifications and Logging
        • Network Security Tools
        • Resolve Firewall Issues
        • Review

        Lab 1: Identify and Resolve Firewall Issues
        • Configure and Test Firewall Rules for an application
        • Fix Application Problems Caused by Firewall Rules
        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)
        This module explains how to restore a computer system after an attack by viruses or other malicious software.
        Lessons
        • Overview
        • Proactive Malware Protection
        • Protecting Internet Explorer
        • Windows and Anti-Virus Updates
        • Recovering From Malware Infection
        • Resolve Issues Due To Malicious Software
        • Review

        Lab 1: Identify and Resolve Issues Due To Malicious Software
        • Use the Action Center to manage UAC settings
        • Use System File Checker
        • Use the Malicious Software Removal Tool
        • Install Microsoft Security Essentials
        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)
        This module explains how to configure data encryption options available on Windows devices and troubleshoot problems related to it.
        Lessons
        • Overview
        • Configuring a Recovery Agent
        • Using EFS
        • Using BitLocker
        • Encryption Tools
        • Resolve Encryption Issues
        • Review

        Lab 1: Identify and Resolve Encryption Issues
        • Encrypt Files using EFS
        • Configure EFS Sharing
        • Configure a Recovery Agent
        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)
        This module explains how to configure and use the operating system and application update features available on Windows devices.
        Lessons
        • Overview
        • Types of Windows Updates
        • Using Windows Update
        • Using Microsoft Update
        • Resolve Software Update Issues
        • Review

        Lab 1: Identify and Resolve Software Update Issues
        • Configure Windows Updates using desktop settings
        • Configure Windows Updates using Group Policy settings
        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)
        This module explains how to use PowerShell for information gathering and troubleshooting tasks.
        Lessons
        • 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
        • Use PowerShell to get System Information and change Computer Settings
        • Use PowerShell documentation to understand and use Cmdlets
        • Create and Execute Scripts
        • Configure and Test remote device configuration
        • Create an Azure VM with Azure PowerShell
        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