Windows 7, Enterprise Desktop Support Technician

Course details

This course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer.

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Overview
• Types of Windows Updates
• Using Windows Update
• Using Microsoft Update
• Resolve Software Update Issues
• Review
• Lab : Identify and Resolve Software Update Issues

Target Audience: This course is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.

Related Certifications:

• Microsoft Certified Solutions Associate (MCSA): Windows 7