Overview

This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.

Target Audience

The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users running Windows 10 personal computers (PCs) and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs focus on a broad range of technical issues for Windows operating systems (OSs), devices, cloud services, applications, networking, and hardware support. In the overarching scenario, if an Enterprise offers the service, the EDST is asked to support it.

The key responsibilities include resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization. Some other key responsibilities include local and remote network access; access to applications, access to data and printers; authentication, Endpoint security and policy; OS and data recovery.

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Prerequisites

It is important that delegates have a good working knowledge of Windows 10, its interface and its features before attending this course. This may be obtained by attending MD100.

Additional required pre-requisites:

  • Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS).
  • Microsoft Active Directory Domain Services (AD DS) principles.
  • Understanding of the Public Key Infrastructure (PKI) components.
  • Windows Server 2012 R2 fundamentals.
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Learning Outcomes

After completing this course, students will be able to:

  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 10.
  • Troubleshoot startup issues and operating system services on a Windows 10 PC.
  • Perform system recovery.
  • Resolve issues related to hardware devices and device drivers.
  • Administer Windows 10 devices.
  • Troubleshoot issues related to network connectivity.
  • Configure Windows 10 devices using group policies.
  • Configure user settings.
  • Configure and troubleshoot resource access.
  • Implement remote connectivity.
  • Deploy and troubleshoot applications.
  • Maintain Windows 10 devices.

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Course Outline

Module 1: Implementing a Troubleshooting Methodology
  • Lesson 1: Overview of Windows 10
  • Lesson 2: Introduction to the EDST Job Role
  • Lesson 3: Overview of the Troubleshooting Steps
  • Lesson 4: Troubleshooting Tools
  • Lab: Using Troubleshooting Tools
Module 2: Troubleshooting Startup Issues
  • Lesson 1: Overview of the Windows 10 Startup Environment
  • Lesson 2: Configuring the Registry
  • Lesson 3: Startup recovery tools
  • Lab A: Troubleshooting Startup Issues
  • Lesson 4: Recovering BitLocker-Protected Drives
  • Lab B: Recovering BitLocker-Encrypted Drives
Module 3: Performing System Recovery
  • Lesson 1: Troubleshooting Operating System Services Issues
  • Lesson 2: Recovering a Computer
  • Lab: Troubleshooting Startup Issues
Module 4: Troubleshooting Hardware and Device Drivers
  • Lesson 1: Troubleshooting Device Driver Failures
  • Lesson 2: Overview of Hardware Troubleshooting
  • Lab: Troubleshooting Device Driver Issues
Module 5: Administering Windows 10
  • Lesson 1: Overview of Administration Tools
  • Lesson 2: Using Remote Desktop
  • Lab A: Troubleshooting Remote Computer Through Remote Desktop
  • Lesson 3: Introduction to Windows PowerShell
  • Lesson 4: Remoting with Windows PowerShell
  • Lab B: Troubleshooting a Remote Computer by Using Windows PowerShell
  • Lesson 5: Introduction to Provisioning
Module 6: Resolving Issues with Network Connectivity
  • Lesson 1: Determining Network Settings
  • Lesson 2: Troubleshooting Network Connectivity
  • Lesson 3: Troubleshooting Name Resolution
  • Lab: Resolving Network Connectivity Issues
Module 7: Troubleshooting Group Policy
  • Lesson 1: Overview of Group Policy Application
  • Lab A: Troubleshooting Issues with Group Policy Application
  • Lesson 2: Resolving Client Configuration Failures and GPO Application Issues
  • Lab B: Resolving Group Policy issues
Module 8: Configuring and Troubleshooting User Settings
  • Lesson 1: Troubleshooting Sign-in Issues
  • Lab A: Troubleshooting Sign-in Issues
  • Lesson 2: Troubleshooting the Application of User Settings
  • Lab B: Configuring and Troubleshooting the Application of User Settings
Module 9: Configuring and Troubleshooting Resource Access
  • Lesson 1: Troubleshooting File Permissions Issues
  • Lab A: Troubleshooting File Access Issues
  • Lesson 2: Troubleshooting Issues with Printer Access
  • Lab B: Troubleshooting Printer Access Issues
  • Lesson 3: Configuring and Managing File Synchronization
  • Lab C: Configuring Work Folders
  • Lesson 4: File Recovery in Windows 10
  • Lab D: Recovering Data
Module 10: Troubleshooting Remote Connectivity
  • Lesson 1: Overview of Remote Access
  • Lesson 2: Troubleshooting Issues with VPN Connectivity
  • Lab: Troubleshooting VPN Connectivity
Module 11: Troubleshooting Applications
  • Lessons 1 and 2 combined.
  • Lesson 1: Troubleshooting Desktop App issues
  • Lab A: Troubleshooting Desktop Apps
  • Lesson 2: Managing Universal Windows Apps
  • Lab B: Provisioning a Kiosk Device
Module 12: Maintaining Windows 10
  • Lesson 1: Monitoring and Troubleshooting Computer Performance
  • Lesson 2: Applying Applications and Windows Updates
  • Lab: Maintaining Windows 10
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Special Notices

Please note: for Attend from Anywhere customers an additional screen is required. The additional screen must have a minimum screen size of 19 inch and minimum resolution of 1280x1024, with the vertical resolution (1024) being the most critical.

Dates & Locations

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