Windows 7, Enterprise Desktop Support Technician

Windows 7, Enterprise Desktop Support Technician

Overview

Course code: 
MS50331
Duration: 
5
Time Unit: 
Day(s)
Overview: 

This five-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It will also help test takers prepare for the 70-685 exam.

After completing this course, students will be able to:
- Identify and Resolve Desktop Application Issues
- Identify the Cause of and Resolve Networking Issues
- Manage and Maintain Systems That Run Windows 7
- Support Mobile Users
- Identify the Cause of and Resolve Security Issues

Topics

Topics: 

Module 1: Identify and Resolve New Software Installation Issues

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 : Identify and Resolve New Software Installation Issues
- Create a Repair Disk and Installation Partitions
- Install and Configure Windows 7
- Install Programs and test Applocker
- Configure Compatibility Settings

After completing this module, 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

This module explains how to fix application install problems caused by older programs or new features and options.

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 : Resolve Software Configuration Issues
- Install the Windows Automated Installation Kit
- Create a Windows PE bootable image
- Create a VHD disk
- Install Windows 7 on a VHD
- Boot Windows 7 from a VHD
- Use the Problem Steps Recorder

After completing this module, 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

This module explains how to fix problems with applications that have problems after being installed.

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 : 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 7 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 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues

This module explains how to fix logon problems and configure local and roaming logon profiles.

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

Lab : 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

This module explains how to troubleshoot connectivity and network 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 : Identify and Resolve Network Connectivity Issues
- Use command-line tools to identify and fix network connectivity problems
- Fix connectivity problems caused 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

This module explains how to use network services and local computer files to resolve computer names.

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 : 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
- Using command-line and scripting tools to configure TCP/IP settings

Module 7: Identify and Resolve Network Printer Issues

This module explains how to configure printer settings and security.

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 : Identify and Res olve 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

This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications.

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 : 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

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 : 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 7 hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues

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 : Identify and Resolve Wireless Connectivity Issues•No Lab Exercises

After completing this module, students will be able to:
- Understand the encryption options available for wireless networks
- Use Windows 7 Wireless security options
- Fix client connectivity problems

Module 11: Identify and Resolve Remote Access Issues

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 : 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

This module explains how to allow end-users to work with network files that are being synchronized on their local desktops or laptops.

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

Lab : 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

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 : 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
- Understand new features in Internet Explorer 9

Module 14: Identify and Resolve Firewall Issues

This module explains how to configure Windows Firewall to secure network traffic and applications on a computer.

Lessons
- 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
- 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 applications from communicating over the network
- Record and setup notifications of unapproved network communication
- Fix problems caused by improper configuration of Windows Firewall

Module 15: Identify and Resolve Issues Due To Malicious Software

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 : 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

This module explains how to fix problems caused by using encryption on a Windows computer.

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

Lab : 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

This module explains how to enable and use the software update features available in Windows 7.

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

Lab : 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

Prerequisites

Prerequisites: 

Before attending this course, students must have:
- TCP/IP Troubleshooting skills
- Experience working in a domain environment
- Experience using desktop and command-line troubleshooting tools
- Experience installing and troubleshooting desktop application problems
- Experience configuring registry and group policy settings

Audience

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.