50331D Windows 7, Enterprise Desktop Support Technician

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.

At Course Completion

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

Course Outline

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 Resolve Network Printer Issues

• 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

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 Windows Defender
• Use System File Checker
• Use the Malicious Software Removal Tool

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

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
• onfigure 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

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