Description

This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential. By the course’s end, students will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally, students will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues in an enterprise network environment: •Startup •Group Policy •Hardware and device driver •Performance •Network connectivity •Remote connectivity •User profile and logon •Security •Applications

Audience :

The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization. EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required. EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.

Topics :

Implementing a Troubleshooting Methodology

o  Introduction to the EDST Job Role

o  Overview of Troubleshooting Steps

Troubleshooting Startup Issues

o  Overview of the Windows 7 Recovery Environment

o  Configuring and Troubleshooting Startup Settings

o  Troubleshooting Operating System Services Issues

Using Group Policy to Centralize Configuration

o  Overview of Group Policy Application

o  Resolving Client Configuration Failures and GPO Application Issues

Troubleshooting Hardware Device, Device Driver, and Performance Issues

o  Overview of Hardware Troubleshooting

o  Troubleshooting Physical Failures

o  Monitoring Reliability and Performance

o  Configuring Performance Options in Windows 7

o  Troubleshooting Device Driver Failures

Troubleshooting Network Connectivity Issues

o  Determining Network Settings

o  Troubleshooting Network Connectivity Issues

Troubleshooting Remote Connectivity Issues

o  Troubleshooting VPN Connectivity Issues

o  Using Remote Desktop

o  Troubleshooting User Issues by Using Remote Assistance

o  Troubleshooting NAP Issues

o  Troubleshooting DirectAccess Issues

Troubleshooting Logon and Resource Access Issues

o  Troubleshooting User Logon Issues

o  Troubleshooting User Profile Issues

o  Troubleshooting File Access Issues

o  Troubleshooting File Permissions Issues

o  Troubleshooting Printer Access Issues

Troubleshooting Security Issues

o  Recovering Files Encrypted by EFS

o  Recovering BitLocker-Protected Drives

o  Troubleshooting Internet Explorer and Content Access Issues

Troubleshooting Operating System and Application Issues

o  Troubleshooting Application Installation Issues

o  Troubleshooting Application Operations Issues

o  Applying Application and Windows Updates

Training Materials :

Microsoft Official Courseware (MOC)

Labs :

This course includes several labs to ensure you will gain the targeted skills and experience.