ITSUP-108 Enterprise Desktop Support Technician 70-685 course has been designed specifically for Tier 2 support environments where IT professionals are working with Windows 7. Students utilize state of the art Microsoft Surface Pro tablets as part of the class. This course builds upon the knowledge and experiences gained from working with Windows 7 and Windows 8 in a Corporate Support environment.
ITSUP-108 : Windows 7, Enterprise Desktop Support Technician Curriculum:
1: Windows 7 Recovery Environment
- Configuring and Troubleshooting Startup Settings
- Operating System Services Issues
- Module Review
2: Using Group Policy
- Resolving Client Configuration Failures
- Help Desk Trouble Tickets
- Module Review
3: Hardware Device and Driver Issues
- Physical Failures
- Device Driver Failures
- Manage Unsigned Drivers
- Install Driver in Driver Store
- Manage Device Driver Installation
- Help Desk Incidence Reports
- Module Review
4: Network Connectivity Issues
- Understanding Network Settings
- Troubleshoot IPv4 Connectivity
- Name Resolution
- IPV6 Networks
- Module Review
5: Remote Connectivity Issues
- Creating a VPN Connection
- Network Policy Settings
- Using Remote Desktop
- Using Remote Assistance
- NAP Issues
- DirectAccess Issues
- Module Review
6: Logon and Resource Access Issues
- Configure Password Policies and User Properties
- Identify Logon Errors
- User Profile and File Access Issues
- Offline Files and Printer Access Issues
- File Access Trouble Ticket
- Module Review
7: Security Issues
- Encrypting and Recovering a File
- Recovering BitLocker-Protected Drives
- Internet Explorer and Content Access Issues
- File Permissions Issues
- File Access Permissions
- Module Review
8: Operating System and Application Issues
- Application Operations Issues
- Applying Application and Windows Updates
- Module Review
9: Performance Related Issues
- Resource Monitor
- Performance Monitor
- Data Collector Set
- Performance Monitor Alerts
- Overview of Event Viewer
- Assign a Task to an Event
- Module Review
