This three-day instructor-led course is intended for IT Professionals who have experience with Windows XP and Windows Vista and work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments.
The goal of this training is to enable you to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environments.
You will be exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally,you will be exposed to various troubleshooting tools and techniques that enableyou to address various issues in Windows 7 in an enterprise network environment.
- Knowledge of Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
- Knowledge of Microsoft Active Directory principles and management
- Knowledge of Microsoft Windows Server 2008 fundamentals
- Knowledge of Microsoft Windows Client fundamentals
- Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system
- Students can meet the prerequisites by attending the following courses, or obtaining the equivalent knowledge and skills:
- M6292, Installing and Configuring Windows 7 Client (GK Premier)
- M6420, Fundamentals of Windows Server 2008 (GK Premier)
Module 1: Implementing a Troubleshooting Methodology
- Introduction to the EDST Job Role
- Overview of Troubleshooting Steps
Module 2: Troubleshooting Startup Issues
- Overview of the Windows7 Recovery Environment
- Configuring and Troubleshooting Startup Settings
- Troubleshooting Operating System Services Issues
Module 3: Using Group Policy to Centralize Configuration
- Overview of Group Policy Application
- Resolving Client Configuration Failures and GPO Application Issues
Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues
- Overview of Hardware Troubleshooting
- Troubleshooting Physical Failures
- Monitoring Reliability and Performance
- Configuring Performance Options in Windows 7
- Troubleshooting Device Driver Failures
Module 5: Troubleshooting Network Connectivity Issues
- Determining Network Settings
- Troubleshooting Network Connectivity Issues
- Troubleshooting Network Connectivity Issues
Module 6: Troubleshooting Remote Connectivity Issues
- Troubleshooting VPN Connectivity Issues
- Using Remote Desktop
- Troubleshooting User Issues by Using Remote Assistance
- Troubleshooting NAP Issues
- Troubleshooting DirectAccess Issues
Module 7: Troubleshooting Logon and Resource Access Issues
- Troubleshooting User Logon Issues
- Troubleshooting User Profile Issues
- Troubleshooting File Access Issues
- Troubleshooting File Permissions Issues
- Troubleshooting Printer Access Issues
Module 8: Troubleshooting Security Issues
- Recovering Files Encrypted by EFS
- Recovering BitLocker-Protected Drives
- Troubleshooting Internet Explorer and Content Access Issues
Module 9: Troubleshooting Operating System and Application Issues
- Troubleshooting Application Installation Issues
- Troubleshooting Application Operations Issues
- Applying Application and Windows Updates
- Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
- Troubleshoot startup issues on a Windows 7 computer.
- Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
- Troubleshoot hardware device, device driver,and performanceissues.
- Troubleshootnetwork connectivity issues.
- Troubleshoot remote connectivity issues.
- Troubleshoot logon and resource access issues.
- Troubleshootsecurity system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions. Troubleshoot operating system and applications issues.
This course is intended for IT Professionals who have experience with Windows XP and Windows Vista and work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments.
It is also suitable for Desktop Support Technicians (DST) in an Upper MORG Organization.
- This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.
- Exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician: counts as credit toward the following certification(s):
- Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician 7.
Follow on Courses
- M6294, Planning and Managing Windows 7 Desktop Deployment and Environments (GK Premier)