50331, Windows 7, Enterprise Desktop Support Technician

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

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.

Before attending this course, students must have:

• TCP/IP Troubleshooting skills
• Experience working in a domain environment
• Experience using desktop and command-line troubleshooting tools
• Experience installing and troubleshooting desktop application problems
• Experience configuring registry and group policy settings

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

Module 1: Identify and Resolve New Software Installation Issues

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

Module 2: Resolve Software 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: 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

Module 3: Resolve Software Failure

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

Module 4: Identify and Resolve Logon Issues

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

Module 5: Identify and Resolve Network Connectivity Issues

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

Module 6: Identify and Resolve Name Resolution 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: Identify and Resolve Name Resolution Issues
Configure and Test DNS Resolution
Configure and Test Hosts File Resolution
Configure and Test NetBIOS Resolution

Module 7: Identify and Resolve Network Printer Issues

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

Module 8: Identify and Resolve Performance Issues

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

Module 9: Identify and Resolve Hardware Failure Issues

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

Module 10: Identify and Resolve Wireless Connectivity Issues

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

Module 11: Identify and Resolve Remote Access Issues

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

Module 12: Manage File Synchronization

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

Module 13: Identify and Resolve Internet Explorer Security Issues

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

Module 14: Identify and Resolve Firewall Issues

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

Module 15: Identify and Resolve Issues Due To 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 System File Checker
Use the Malicious Software Removal Tool
Install Microsoft Security Essentials

Module 16: Identify and Resolve Encryption Issues

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
Configure a Recovery Agent

Module 17: Identify and Resolve Software Update Issues

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

Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.