Troubleshooting and Supporting Microsoft Windows 7 in the Enterprise (6293)

Course Description Schedule Course Outline

Course Content

This course teaches IT professionals with Windows XP and Windows Vista experience to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. Students will be prepared for Exam 70-685, which is the final requirement for the Enterprise Desktop Support Technician (EDST) credential. This course exposes students to the process of establishing and using a troubleshooting methodology, the EDST job role and responsibilities, and troubleshooting tools and techniques that address Windows 7 issues such as startup, group policy, hardware and device driver, performance, network connectivity, remote connectivity, user profile and logon, security, and applications.

Who should attend

  • Enterprise Desktop Support Technician (EDST) providing Tier 2 support
  • Desktop Support Technician (DST) in an Upper MORG Organization


  • Networking fundamentals (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

Course Objectives

  • 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 and 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.

Outline: Troubleshooting and Supporting Microsoft Windows 7 in the Enterprise (6293)

Module 1: Implementing a Troubleshooting Methodology

  • Introduction to the EDST Job Role
  • Overview of Troubleshooting Steps

Module 2: Troubleshooting Startup Issues

  • Overview of the Windows 7 Recovery Environment
  • Configuring and Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues

Module 3: Using Group Policy to Centralize Configuration

  • Overview of Group Policy Application
  • Resolving Client Configuration Failures and GPO Application Issues

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Monitoring Reliability and Performance
  • Configuring Performance Options in Windows 7
  • Troubleshooting Device Driver Failures

Module 5: Troubleshooting Network Connectivity Issues

  • Determining Network Settings
  • Troubleshooting Network Connectivity Issues

Module 6: Troubleshooting Remote Connectivity Issues

  • Troubleshooting VPN Connectivity Issues
  • Using Remote Desktop
  • Troubleshooting User Issues by Using Remote Assistance
  • Troubleshooting NAP Issues
  • Troubleshooting DirectAccess Issues

Module 7: Troubleshooting Logon and Resource Access Issues

  • Troubleshooting User Logon Issues
  • Troubleshooting User Profile Issues
  • Troubleshooting File Access Issues
  • Troubleshooting File Permissions Issues
  • Troubleshooting Printer Access Issues

Module 8: Troubleshooting Security Issues

  • Recovering Files Encrypted by EFS
  • Recovering BitLocker-Protected Drives
  • Troubleshooting Internet Explorer and Content Access Issues

Module 9: Troubleshooting Operating System and Application Issues

  • Troubleshooting Application Installation Issues
  • Troubleshooting Application Operations Issues
  • Applying Application and Windows Updates


  • Troubleshooting Startup Issues
  • Using Group Policy to Centralize Configuration
  • Resolving Hardware Device and Device Driver Issues
  • Troubleshooting Performance-Related Issues
  • Troubleshooting Network Connectivity Issues
  • Resolving Remote Connectivity Issues
  • Troubleshooting Logon and Resource Access Issues
  • Troubleshooting Security Issues
  • Troubleshooting Operating System and Application Issues
Classroom Training
Modality: G

Duration 3 days

  • United States: US$ 1,737
  • SA Voucher: 3
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Online Training
Modality: U

Duration 3 days

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