Course 50331-D: Windows Client, Enterprise Desktop Support Technician

Microsoft

Course 50331-D: Windows Client, Enterprise Desktop Support Technician

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(Updated for Windows 10 and Windows Server 2016) This three-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on Windows Desktops in a corporate domain. The material is geared towards corporate IT technicians that support Windows 7, 8 or 10 devices.

PowerShell scripts and support files are now included to allow students to perform classroom lab exercises on their own time using Azure Virtual Machines.

Audience Profile

This course is intended for technicians that support Windows 7, 8 or 10 devices. Tier 1 and 2 problems are the focus of this material. Windows PowerShell and Azure PowerShell tutorials and labs are now a part of the course.

Prerequisites

Course outline

Module 1: Identify and Resolve New Software Installation Issues (Required)

Module Overview

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 Sessions

Identify and Resolve New Software Installation Issues

Lab Lessons

Create a Repair Disk and Installation Partitions
Install and Configure Windows
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 (Required)

Module Overview

This module explains how to fix application installation and configuration issues.

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 Sessions

Resolve Software Configuration Issues

Lab Lessons

Install the Windows Automated Installation Kit
Create a Windows PE bootable image
Create a VHD disk
Install Windows on a VHD
Boot Windows 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 (Required)

Module Overview

This module explains how to fix application problems that come up during their use and configuration.

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 Sessions

Resolve Software Failure

Lab Lessons

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 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 (Required)

Module Overview

This module explains how to fix logon problems and configure local and roaming profiles.

Lessons

Overview
Authentication Process
Machine Accounts
Trust Relationships
Network Services
User Account Properties
User Profiles
Resolve Logon Issues
Review

Lab Sessions

Identify and Resolve Logon Issues

Lab Lessons

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 (Required)

Module Overview

This module explains how to troubleshoot network and connectivity 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 Sessions

Identify and Resolve Network Connectivity Issues

Lab Lessons

Use command-line tools to identify and fix network connectivity problems
Fix connectivity problems deliberately created 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 (Required)

Module Overview

This module explains how to use network and local computer services to resolve IP and computer naming issues.

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 Sessions

Identify and Resolve Name Resolution Issues

Lab Lessons

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 (Optional)

Module Overview

This module explains how to implement printer configuration and security settings.

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 Sessions

Identify and Resolve Network Printer Issues

Lab Lessons

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 (Required)

Module Overview

This module explains how to improve the performance of a system by monitoring and controlling the use of computer resources. Methods of auditing and reporting the use of computer resources are also demonstrated.

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 Sessions

Identify and Resolve Performance Issues

Lab Lessons

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 (Optional)

Module Overview

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 Sessions

Identify and Resolve Hardware Failure Issues

Lab Lessons

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 (Optional)

Module Overview

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 Sessions

Identify and Resolve Wireless Connectivity Issues

Lab Lessons

No lab exercises. (Interactive Video Simulation is provided to practice this skill.)

After completing this module, students will be able to:

Understand the encryption options available for wireless networks.
Use Windows Wireless security options.
Fix client connectivity problems.

Module 11: Identify and Resolve Remote Access Issues (Optional)

Module Overview

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 Sessions

Identify and Resolve Remote Access Issues

Lab Lessons

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 (Required)

Module Overview

This module explains how to allow end-users to work with network files that are being synchronized on their local devices.

Lessons

Overview
Configuring Offline File Access
Synchronization Settings
Transparent Caching
Roaming Profiles
Restoring Network Files
Resolve File Synchronization Problems
Review

Lab Sessions

Manage File Synchronization

Lab Lessons

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 (Optional)

Module Overview

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 Sessions

Identify and Resolve Internet Explorer Security Issues

Lab Lessons

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 (Optional)

Module Overview

This module explains how to configure Windows Firewall to secure application and network traffic 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 Sessions

Identify and Resolve Firewall Issues

Lab Lessons

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/Allow applications from communicating over the network.
Audit and record unapproved network communication with a Windows device.
Fix problems caused by improper configuration of Windows Firewall.

Module 15: Identify and Resolve Issues Due To Malicious Software (Optional)

Module Overview

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 Sessions

Identify and Resolve Issues Due To Malicious Software

Lab Lessons

Use the Action Center to manage UAC settings
Use System File Checker
Use the Malicious Software Removal Tool
Install Microsoft Security Essentials

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.
Install and configure Microsoft Security Essentials.

Module 16: Identify and Resolve Encryption Issues (Optional)

Module Overview

This module explains how to configure data encryption options available on Windows devices and troubleshoot problems related to it.

Lessons

Overview
Configuring a Recovery Agent
Using EFS
Using BitLocker
Encryption Tools
Resolve Encryption Issues
Review

Lab Sessions

Identify and Resolve Encryption Issues

Lab Lessons

Encrypt Files using EFS
Configure EFS Sharing
Configure 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 (Optional)

Module Overview

This module explains how to configure and use the operating system and application update features available on Windows devices.

Lessons

Overview
Types of Windows Updates
Using Windows Update
Using Microsoft Update
Resolve Software Update Issues
Review

Lab Sessions

Identify and Resolve Software Update Issues

Lab Lessons

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.

Module 18: PowerShell for Desktop Support Technicians (Appendix B)

Module Overview

This module explains how to use PowerShell for information gathering and troubleshooting tasks.

Lessons

Overview
Compared to other Scripting Languages
Creating and Running Scripts
Administering Local Resources
Administering Network Resources
Connect to Microsoft Azure with PowerShell
Review

Lab Sessions

PowerShell for Desktop Support Technicians

Lab Lessons

Use PowerShell to get System Information and change Computer Settings
Use PowerShell documentation to understand and use Cmdlets
Create and Execute Scripts
Configure and Test remote device configuration
Create an Azure VM with Azure PowerShell

After completing this module, students will be able to:

Extract system information and modify computer settings using PowerShell.
Use PowerShell help features to learn cmdlet options.
Create and execute PowerShell scripts.
Remotely administer Windows devices using PowerShell.
Create Microsoft Azure Virtual Machines with Azure PowerShell.

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