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.
Who Should Attend?
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.
The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Students who seek certification in the following exams will also benefit from this course:
- 70-697, Configuring Windows Devices
- 70-698, Installing and Configuring Windows 10
- Overview of Windows 10
- Introduction to the EDST Job Role
- Overview of the Troubleshooting Steps
- Troubleshooting Tools
Lab: Using Troubleshooting Tools
- Overview of the Windows 10 Startup Recovery Environment
- Troubleshooting Startup Settings
- Recovering BitLocker-Protected Drives
- Configuring the Registry
Lab: Troubleshooting Startup Issues
Lab: Recovering BitLocker-Encrypted Drives
- Troubleshooting Operating System Service Issues
- Recovering a Computer
Lab: Performing System Recovery
- Troubleshooting Device Drivers Failures
- Overview of Hardware Troubleshooting
Lab: Troubleshooting Hardware and Device Driver Issues
- Overview of Administration Tools
- Using Remote Desktop
- Introduction to Windows PowerShell
- Remoting with Windows PowerShell
- Introduction to Provisioning
Lab: Troubleshooting Remote Computers Through Remote Desktop
Lab: Troubleshooting a Remote Computer By Using Windows PowerShell
- Determining Network Settings
- Troubleshooting Network Connectivity
- Troubleshooting Name Resolution
Lab: Resolving Network Connectivity Issues
- Overview of Group Policy Application
- Resolving Client-Configuration Failures and GPO Application Issues
Lab: Troubleshooting Issues with Group Policy Application
- Troubleshooting Sign-In Issues
- Troubleshooting the Application of User Settings
Lab: Troubleshooting Sign-In Issues
Lab: Configuring and Troubleshooting the Application of User Settings
- Overview of Remote Access
- Troubleshooting Issues with VPN Connectivity
Lab: Troubleshooting VPN Connectivity
- Troubleshooting File Permissions Issues
- Troubleshooting Issues with Printer Access
- Configuring and Troubleshooting File Synchronization
- Performing file recovery in Windows 10
Lab: Troubleshooting File-Access Issue
Lab: Troubleshooting Printer Issues
Lab: Configuring and Troubleshooting File Synchronization
Lab: Recovering data
- Troubleshooting Desktop App Installation Issues
- Troubleshooting Desktop Apps
- Managing Universal Windows Apps
Lab: Troubleshooting Desktop Apps
Lab: Provisioning a Kiosk device
- Monitoring and Troubleshooting Computer Performance
- Applying Applications and Windows Updates
Lab: Maintaining Windows 10