Troubleshooting and Supporting Windows 7 in the Enterprise (Exam 70-685)

Course ID: HLT 6293

Course Length: 5 days

Course Description:
This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.

Target Student:
The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization. EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.

In addition to their professional experience, students who attend this training should already have the following technical knowledge:

  • Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
    • Microsoft Active Directory principles and management
    • Microsoft Windows Server 2008 fundamentals
    • Microsoft Windows Client fundamentals
  • Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system
Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:
  • Course 6292A: Installing and Configuring Windows 7 Client
  • Course 6420B: Fundamentals of Windows Server 2008

Delivery Method:
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Performance-Based Objectives :
Upon successful completion of this course, students will be able to:

  • Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
  • Troubleshoot startup issues on a Windows 7 computer.
  • Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
  • Troubleshoot hardware device, device driver, and performance issues.
  • Troubleshoot network connectivity issues.
  • Troubleshoot remote connectivity issues.
  • Troubleshoot logon and resource access issues.
  • Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
  • Troubleshoot operating system and applications issues.

Course Content

Lesson 1: Implementing a Troubleshooting Methodology
Topic 1A: Introduction to the EDST Job Role
Topic 1B: Overview of Troubleshooting Steps

Lesson 2: Troubleshooting Startup Issues
This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.
Topic 2A: Overview of the Windows 7 Recovery Environment
Topic 2B: Configuring and Troubleshooting Startup Settings
Topic 2C: Troubleshooting Operating System Services Issues

Lesson 3: Using Group Policy to Centralize Configuration
This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues.
Topic 3A: Overview of Group Policy Application
Topic 3B: Resolving Client Configuration Failures and GPO Application Issues

Lesson 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues
This module helps students troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers.
Topic 4A: Overview of Hardware Troubleshooting
Topic 4B: Troubleshooting Physical Failures
Topic 4C: Monitoring Reliability and Performance
Topic 4D: Configuring Performance Options in Windows 7
Topic 4E: Troubleshooting Device Driver Failures

Lesson 5: Troubleshooting Network Connectivity Issues
This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections.
Topic 5A: Determining Network Settings
Topic 5B: Troubleshooting Network Connectivity Issues

Lesson 6: Troubleshooting Remote Connectivity Issues
This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues.
Topic 6A: Troubleshooting VPN Connectivity Issues
Topic 6B: Using Remote Desktop
Topic 6C: Troubleshooting User Issues by Using Remote Assistance
Topic 6D: Troubleshooting NAP Issues
Topic 6E: Troubleshooting DirectAccess Issues

Lesson 7: Troubleshooting Logon and Resource Access Issues
This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access.
Topic 7A: Troubleshooting User Logon Issues
Topic 7B: Troubleshooting User Profile Issues
Topic 7C: Troubleshooting Internet Explorer and Content Access Issues
Topic 7D: Troubleshooting File Permissions Issues
Topic 7E: Troubleshooting Printer Access Issues

Lesson 8: Troubleshooting Security Issues
This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs students how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, students also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues.
Topic 8A: Recovering Files Encrypted by EFS
Topic 8B: Recovering BitLocker-Protected Drives
Topic 8C: Troubleshooting Internet Explorer and Content Access Issues

Lesson 9: Troubleshooting Operating System and Application Issues
This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates.
Topic 9A: Troubleshooting Application Installation Issues
Topic 9B: Troubleshooting Application Operations Issues
Topic 9C: Applying Application and Windows Updates