Course Details
Course Outline
1 - Implementing a Troubleshooting Methodology
Overview of Windows 10Introduction to the EDST Job RoleOverview of Troubleshooting StepsTroubleshooting Tools
2 - Troubleshooting Startup Issues
Overview of the Windows 10 Startup Recovery EnvironmentTroubleshooting Startup SettingsRecovering BitLocker-Protected DrivesConfiguring the Registry
3 - Performing System Recovery
Troubleshooting Operating System Service IssuesRecovering a Computer
4 - Troubleshooting Hardware and Device Drivers
Troubleshooting Device Drivers FailuresOverview of Hardware Troubleshooting
5 - Administering Windows 10
Overview of Administration ToolsUsing Remote DesktopIntroduction to Windows PowerShellRemoting with Windows PowerShellIntroduction to Provisioning
6 - Resolving Issues with Network Connectivity
Determining Network SettingsTroubleshooting Network ConnectivityTroubleshooting Name Resolution
7 - Troubleshooting Group Policy
Overview of Group Policy ApplicationResolving Client-Configuration Failures and GPO Application Issues
8 - Configuring and Troubleshooting User Settings
Troubleshooting Sign-In IssuesTroubleshooting the Application of User Settings
9 - Troubleshooting Remote Connectivity
Overview of Remote AccessTroubleshooting Issues with VPN Connectivity
10 - Configuring and Troubleshooting Resource Access
Troubleshooting File Permissions IssuesTroubleshooting Issues with Printer AccessConfiguring and Troubleshooting File SynchronizationPerforming file recovery in Windows 10
11 - Troubleshooting Applications
Troubleshooting Desktop App Installation IssuesTroubleshooting Desktop AppsManaging Universal Windows Apps
12 - Maintaining Windows 10
Monitoring and Troubleshooting Computer PerformanceApplying Applications and Windows Updates
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
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 secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources.
Other Prerequisites
Before attending this course, students must have:
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.
In addition to their professional experience, students who attend this training should already have the following technical knowledge:
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 2016 fundamentals.
Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.