50331DC: Windows Client, Enterprise Desktop Support Technician
- Duration: 5 Days (40 Hours)
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50331DC: Windows Client, Enterprise Desktop Support Technician Course Overview:
This five-day Desktop Support training 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 Desktop Support 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.
At Course Completion
- Manage and Maintain Windows devices locally or remotely
- Manage Windows devices using a GUI or a command-line interface
- Identify the Cause of and Resolve Networking Issues
- Identify the Cause of and Resolve Security Issues
- Manage Windows devices locally or remotely
- Manage Windows Clients with Windows PowerShell & Azure PowerShell
Module 1: Identify and Resolve New Software Installation Issues (Required)
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 1: Identify and Resolve New Software Installation Issues
- 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
- Understand the different installation options for Windows applications
- Resolve Windows installation problems
- Prevent users from running unapproved applications
Module 2: Resolve Software Configuration Issues (Required)
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 1: Resolve Software Configuration Issues
- 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 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)
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 1: 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 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 Troubleshooter
Module 5: Identify and Resolve Network Connectivity Issues (Required)
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 1: Identify and Resolve Network Connectivity Issues
- 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)
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 1: 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
- Use command-line and scripting tools to configure TCP/IP settings
Module 7: Identify and Resolve Network Printer Issues (Optional)
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 1: 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 (Required)
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 1: 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 (Optional)
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 1: 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 hardware diagnostic tools
Module 10: Identify and Resolve Wireless Connectivity Issues (Optional)
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 1: Identify and Resolve Wireless Connectivity Issues
- No lab exercises. (Interative 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 wireless client connectivity problems
Module 11: Identify and Resolve Remote Access Issues (Optional)
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 1: 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 13: Identify and Resolve Internet Explorer Security Issues (Optional)
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 1: 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 12: Manage File Synchronization (Required)
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 1: Manage File Synchronization
- Configure and Test Offline Files
- Restore the Previous Version of a File
Lab 2: 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 14: Identify and Resolve Firewall Issues (Optional)
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 & Port Exceptions
- Configuring Notifications and Logging
- Network Security Tools
- Resolve Firewall Issues
- Review
Lab 1: 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 / Allow application communication 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)
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 1: 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
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)
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 1: Identify and Resolve Encryption Issues
- 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)
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 1: 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
Module 18: PowerShell for Desktop Support Technicians (Appendix B)
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 1: PowerShell for Desktop Support Technicians
- 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
50331DC: Windows Client, Enterprise Desktop Support Technician Course Prerequisites:
- TCP/IP Troubleshooting skills
- Experience working in a corporate domain environment
- Experience using GUI and command-line troubleshooting tools
- Experience installing and troubleshooting applications
Recommended Courses:
Q: What is the objective of the “Windows Client, Enterprise Desktop Support Technician” training (50331DC)?
A: The objective of this Windows Client, Enterprise Desktop Support Technician training is to equip IT professionals with the knowledge and skills required to support and troubleshoot Windows client desktops in an enterprise environment. Participants will learn essential techniques and best practices for diagnosing and resolving desktop issues, configuring hardware and software, managing user data and profiles, and implementing security measures.
Q: Who should attend this training?
A: This Windows Client, Enterprise Desktop Support Technician training is ideal for IT professionals, desktop support technicians, and help desk personnel who are responsible for supporting Windows client desktops in an enterprise environment. It is suitable for those who have basic knowledge of Windows operating systems and computer hardware.
Q: What topics are covered in the training?
A: The Windows Client, Enterprise Desktop Support Technician training covers a wide range of topics related to Windows client support in an enterprise environment, including:
- Introduction to Windows client architecture and deployment
- Configuring hardware devices and drivers
- Managing system and user profiles
- Resolving common desktop application issues
- Troubleshooting networking and security issues
- Implementing data backup and recovery solutions
- Managing remote access and mobility
- Implementing desktop security measures
Q: What can I expect to learn from this training?
A: By the end of this Windows Client, Enterprise Desktop Support Technician training, you will have a solid understanding of supporting and troubleshooting Windows client desktops in an enterprise environment. You will learn how to diagnose and resolve desktop issues, configure hardware and drivers, manage user profiles and data, troubleshoot networking and security problems, implement data backup and recovery solutions, and apply security measures to protect desktops.
Q: Are there any prerequisites for attending this training?
A: Participants should have a basic understanding of Windows operating systems, computer hardware, and networking concepts. Familiarity with desktop support tasks and troubleshooting techniques will be beneficial for maximizing the learning outcomes of this training.
Q: Is there a hands-on component in this training?
A: Yes, this training includes hands-on exercises and lab sessions to provide practical experience in supporting and troubleshooting Windows client desktops. Participants will have the opportunity to practice diagnosing and resolving desktop issues, configuring hardware and software, and implementing security measures in a simulated environment.
Q: How long is the training?
A: The duration of the training may vary depending on the format and delivery method. Typically, this training spans multiple days, with each day consisting of several hours of instruction, hands-on exercises, and discussions.
Q: Will I receive any course materials or resources?
A: Yes, participants will receive comprehensive course materials, including slides, lab guides, and additional reference materials to support their learning during and after the training.
Q: Is there a certification associated with this training?
A: This Windows Client, Enterprise Desktop Support Technician training does not include a specific certification. However, it provides valuable knowledge and skills that can contribute to your professional growth and enhance your capabilities as a Windows client support technician in an enterprise environment.
Q: Can this training be customized for specific organizational needs?
A: This training can be customized to address specific organizational needs. We can discuss customization options based on your requirements.
Q: Who delivers the training?
A: The training is delivered by experienced instructors who have expertise in Windows client support and troubleshooting in an enterprise environment. These instructors possess practical knowledge and industry experience to provide relevant and valuable insights during the training sessions.
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