Windows 7 Enterprise Desktop Support Technician

Course Code: MS50331
Duration: 5 Days

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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.

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.

See also MSSW7DE - Supporting Windows 7 Desktops in the Enterprise (5 Days)

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

Delegates will learn how 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

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 Certification