Windows Client, Enterprise Desktop Support Technician

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.

• 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

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 M1

• 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 M1 : 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 module 1, students will be able to:

• Understand the different installation options for Windows 7
• Understand the different installation options for Windows 7 applications
• Resolve Windows 7 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 M2

• 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 M2 : 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 module 2, students will be able to:

• Create a Windows 7 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 M3

• 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 M3 : 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 module 3, students will be able to:

• Configure Event Forwarding
• Use System Restore to fix desktop problems.
• Create a Windows 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues (Required)
This module explains how to fix logon problems and configure local and roaming profiles.

Lessons M4

• Overview
• Authentication Process
• Machine Accounts
• Trust Relationships
• Network Services
• User Account Properties
• User Profiles
• Resolve Logon Issues
• Review

Lab M4: 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 module 4, 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 M5

• 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 M5 : 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 module 5, 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 M6

• 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 M6: Identify and Resolve Name Resolution Issues

• Configure and Test DNS Resolution
• Configure and Test Hosts File Resolution
• Configure and Test NetBIOS Resolution

After completing module 6, students will be able to:

• Configure records on a DNS Server
• Configure HOSTS records
• Using 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 M7

• 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 M7 : 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 module 7, 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 M8

• 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 M8 : 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 module 8, 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 M9

• Overview
• Diagnosing Memory Failure Issues
• Hard Drive Issues
• Network Card Issues
• Power Supply Issues
• Windows Hardware Diagnostic Tools
• Resolve Hardware Failure Issues
• Review

Lab M9 : 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 module 9, students will be able to:

• Understand how to be proactive in dealing with hardware problems
• Use Windows 7 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 M10

• Overview
• Signal Strength
• Wireless Security
• Wireless Profiles
• Management Options for Wireless Devices
• Resolve Wireless Connectivity Issues
• Review

Lab 10: Identify and Resolve Wireless Connectivity Issues

• No lab exercises. (Interactive Video Simulation is provided to practice this skill.)

After completing module 10, students will be able to:

• Understand the encryption options available for wireless networks
• Use Windows Wireless security options
• Fix 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 M11

• Overview
• Remote Access Methods
• Dial-up Configuration
• VPN Configuration
• DirectAccess Configuration
• Authentication Protocols
• Resolve Remote Access Issues
• Review

Lab M11 : Identify and Resolve Remote Access Issues

• Configure Remote Access settings for a domain user account
• Create and Test a VPN Connection

After completing module M11, 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 M12

• Overview
• Configuring Offline File Access
• Synchronization Settings
• Transparent Caching
• Roaming Profiles
• Restoring Network Files
• Resolve File Synchronization Problems
• Review

Lab M12 : Manage File Synchronization

• Configure and Test Offline Files
• Restore the Previous Version of a File

After completing module 12, 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 M13

• 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 M13: 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 M14

• Overview
• Securing Network Applications and Features
• Program and Port Exceptions
• Configuring Notifications and Logging
• Network Security Tools
• Resolve Firewall Issues
• Review

Lab M14: Identify and Resolve Firewall Issues

• Configure and Test Firewall Rules for an application
• Fix Application Problems Caused by Firewall Rules

After completing module 14, students will be able to:

• Block/Allow applications from communicating 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 M15

• Overview
• Proactive Malware Protection
• Protecting Internet Explorer
• Windows and Anti-Virus Updates
• Recovering From Malware Infection
• Resolve Issues Due To Malicious Software
• Review

Lab M15: 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 module 15, 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 M16

• Overview
• Configuring a Recovery Agent
• Using EFS
• Using BitLocker
• Encryption Tools
• Resolve Encryption Issues
• Review

Lab M16 : Identify and Resolve Encryption Issues

• Encrypt Files using EFS
• Configure EFS Sharing
• Configure a Recovery Agent

After completing module 16, 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 M17

• Overview
• Types of Windows Updates
• Using Windows Update
• Using Microsoft Update
• Resolve Software Update Issues
• Review

Lab M17 : Identify and Resolve Software Update Issues

• Configure Windows Updates using desktop settings
• Configure Windows Updates using Group Policy settings

After completing module 17, 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 M18

• Overview
• Compared to other Scripting Languages
• Creating and Running Scripts
• Administering Local Resources
• Administering Network Resources
• Connect to Microsoft Azure with PowerShell
• Review

Lab M18: 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 module 18, 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 PowerShel

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

Additional Reading

Classroom Training: Course 20697-1B