Windows 7, Enterprise Desktop Support Technician - 50331

Audience Profile

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

• 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

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

Additional Reading
To help you prepare for this class, review the following resources:
Classroom Training:  Course 6292