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, delegates will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally, delegates will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues in an enterprise network environment:
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.
Those intending to take the 70-685: MCITP: Microsoft Windows 7 Enterprise desktop Support Technician exam
the 70-682: MCITP: Upgrading to Microsoft Windows 7 MCITP Enterprise Desktop Technician exam will also benefit from attendance at this course.
At the end of this course you will be able to:
Module 1: Implementing a Troubleshooting Methodology
This module describes the steps involved in establishing and using a typical troubleshooting methodology. It also covers the job role and responsibilities of the EDST.
Module 2: Troubleshooting Startup Issues
This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.
Lab : Troubleshooting Startup Issues
Module 3: Using Group Policy to Centralize Configuration
This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues.
Lab : Using Group Policy to Centralize Configuration
Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues
This module helps delegates troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers.
Lab : Lab A: Resolving Hardware Device and Device Driver Issues
Lab : Lab B: Troubleshooting Performance-Related Issues
Module 5: Troubleshooting Network Connectivity Issues
This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections.
Lab : Troubleshooting Network Connectivity Issues
Module 6: Troubleshooting Remote Connectivity Issues
This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues.
Lab : Resolving Remote Connectivity Issues
Module 7: Troubleshooting Logon and Resource Access Issues
This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access.
Lab : Troubleshooting Logon and Resource Access Issues
Module 8: Troubleshooting Security Issues
This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs delegates how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, delegates also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues.
Lab : Troubleshooting Security Issues
Module 9: Troubleshooting Operating System and Application Issues
This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates.
Lab : Troubleshooting Operating System and Application Issues
Delegates who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills: