Microsoft Windows 7: Enterprise Desktop Support Technician (previously M6293)

Course Overview

This five-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It will also help test takers prepare for the 70-685 exam.

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Related Courses

• Microsoft Windows 7: Updating your Technology Skills from Windows XP to Windows 7: Beta
• Microsoft Windows 7: A Comprehensive Introduction
• Microsoft Windows 7: Planning and Managing Windows 7 Desktop Deployments and Environments
• Microsoft Windows 7 Client: Installing and Configuring Windows 7 Client
• Microsoft Windows 7: Deploying and Managing Windows 7
• Microsoft Windows 7: Supporting Windows 7 Desktops in the Enterprise
• Microsoft Windows 7: Updating Your Technology Skills from Windows XP to Windows 7
• Microsoft Windows 7: Implementing and Administering Windows 7 in the Enterprise
• Windows 7 : Support avancé
• Migrating from Windows XP to Windows 7 with the Microsoft Deployment toolkit 2012

Audience

This course is intended for Windows 7 desktop support technicians who resolve Tier 1and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.

Skills Gained

• 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

Prerequisites

• 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

Course Outline

Module 1: Identify and Resolve New Software Installation Issues

• 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

• 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

• Configure Event Forwarding
• Use System Restore to fix desktop problems
• Create a Windows 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues

• 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

• 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

• 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

• 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

• 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

• Understand how to be proactive in dealing with hardware problems
• Use Windows 7 hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues

• 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

• 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

• Configure Transparent Caching
• Restore deleted network files

Module 13: Identify and Resolve Internet Explorer Security Issues

• 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

• 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

• 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

• 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

• 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