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 70-697, Windows 10 Configuring exam will also benefit from this course.

Module 1: Implementing a Troubleshooting Methodology

• Overview of Windows 10
• Introduction to the EDST Job Role
• Overview of the Troubleshooting Steps
• Troubleshooting Tools
• Lab : Implementing a Troubleshooting Methodology
• Implementing a Troubleshooting Methodology
• Lab : Using Troubleshooting Tools for Windows 10
• Using Troubleshooting Tools

Module 2: Troubleshooting Startup Issues

• Overview of the Windows 10 Startup Recovery Environment
• Troubleshooting Startup Settings
• Troubleshooting Operating System Services Issues
• Recovering BitLocker-Protected Drives
• Lab : Troubleshooting Startup Issues
• Resolving a Startup Problem (1)
• Resolving a Startup Problem (2)
• Resolving a Startup Problem (3)
• Lab : Recovering BitLocker-Encrypted Drives
• Recovering a BitLocker-Encrypted Drive
• Creating a New BitLocker Password

Module 3: Troubleshooting Hardware and Device Drivers

• Troubleshooting Device Driver Failures
• Overview of Hardware Troubleshooting
• Troubleshooting Physical Failures
• Monitoring Reliability
• Configuring the Registry
• Lab : Troubleshooting Device Driver Issues
• Resolving Hardware Issues
• Configuring Group Policy Settings to Control Device Installation
• Adding a Missing Device Driver to a Driver Store
• Reverting a Problematic Device Driver
• Lab : Troubleshooting Hardware Issues
• Diagnosing Memory
• SynTroubleshooting and Repairing Failed Disk Redundancychronizing Settings between Devices
• Accessing Data on a Foreign Volume

Module 4: Troubleshooting Remote Computers

• Using Remote Desktop
• Using Remote Assistance
• Remoting with Windows PowerShellLab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
• Using Remote Desktop
• Using Remote Assistance
• Lab : Troubleshooting Remote Computer by using Windows PowerShell
• Using Windows PowerShell Remoting

Module 5: Resolving Network Connectivity Issues

• Determining Network Settings
• Troubleshooting Network Connectivity Issues
• Troubleshooting Name Resolution
• Lab : Resolving Network Connectivity Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Troubleshooting a Wireless Network
• Lab : Resolving Name Resolution Issues
• Resolving a Network Problem (1)
• Resolving a Network Problem (2)
• Resolving a Network Problem (3)

Module 6: Troubleshooting Group Policy

• Overview of Group Policy Application
• Resolving Client Configuration Failures and GPO Application Issues
• Lab : Troubleshooting Group Policy Application Issues
• Resolving Group Policy Application (1)
• Resolving Group Policy Application (2)
• Lab : Resolving Group Policy Issues
• Resolving Group Policy Application (1)
• Resolving Group Policy Application (2)
• Lab : Installing and Sharing a Printer
• Installing and Sharing a Printer

Module 7: Troubleshooting User Settings

• Troubleshooting Sign In Issues
• Troubleshooting the Application of User Settings
• Lab : Troubleshooting Sign in Problems
• Resolving Sign in Problem (1)
• Resolving Sign in Problem (2)
• Resolving Sign in Problem (3)
• Lab : Troubleshooting the Application of User Settings
• Resolving Folder Redirection Problem
• Resolving Roaming User Profile Problem

Module 8: Troubleshooting Remote Connectivity

• Troubleshooting VPN Connectivity Issues
• Troubleshooting DirectAccess
• Lab : Troubleshooting VPN Connectivity
• Troubleshooting VPN Connectivity (1)
• Troubleshooting VPN Connectivity (2)
• Lab : Configuring and Troubleshooting DirectAccessConfiguring and Verifying DirectAccess Client-Side Settings
• Troubleshooting DirectAccess

Module 9: Troubleshooting Resource Access Within a Domain

• Troubleshooting File Permissions Issues
• Recovering Files Encrypted by EFS
• Troubleshooting Printer Access Issues
• Lab : Troubleshooting File Access Issues
• Resolving a File Access Issue (1)
• Resolving a File Access Issue (2)
• Lab : Troubleshooting Access to Encrypted Files
• Recovering Encrypted File
• Lab : Troubleshooting Printer Access Issues
• Resolving a Printer Access Issue (1)
• Resolving a Printer Access Issue (2)

Module 10: Troubleshooting Resource Access for Non Domain Member Clients

• Configuring and Troubleshooting Device Registration
• Configuring and Troubleshooting Work Folders
• Configuring and Troubleshooting OneDrive Access
• Lab : Troubleshooting Resource Access for Clients that are not Domain Members
• Troubleshooting Device Registration
• Troubleshooting Work Folders
• Troubleshooting OneDrive for Business

Module 11: Troubleshooting Applications

• Troubleshooting Desktop App Installation Issues
• Troubleshooting Desktop Apps
• Managing Windows Store Apps
• Troubleshooting Access to Company Web Applications
• Lab : Troubleshooting Desktop AppsTroubleshooting AppLocker Policy Application
• Troubleshooting Application Compatibility issue
• Lab : Troubleshooting Access to Company Web Applications
• Troubleshooting Internet Explorer Issue
• Troubleshooting Microsoft Edge Issue

Module 12: Maintaining Windows 10

• Managing and Troubleshooting Windows Activation
• Monitoring and Troubleshooting Performance
• Applying Applications and Windows Updates
• Lab : Monitoring and Troubleshooting Performance
• Troubleshooting a Performance Problem (1)
• Troubleshooting a Performance Problem (2)
• Troubleshooting a Performance Problem (3)

Module 13: Recovering Data and Operating System

• File Recovery in Windows 10
• Recovering an OS
• Lab : Recovering Data
• Recovering Data from Azure Backup
• Recovering Deleted File by Using File History
• Lab : Provisioning Computer to Comply with Company Standards
• Provision Computer to Comply with Company Standards

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.
• Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

• Troubleshoot startup issues and operating system services on a Windows 10 PC.
• Resolve issues related to hardware devices and device drivers.
• Troubleshoot Windows 10 PCs remotely.
• Troubleshoot issues related to network connectivity.
• Troubleshoot client configuration failures and GPO application issues.
• Troubleshoot issues related to user settings.
• Troubleshoot remote connectivity issues.
• Resolve issues related to accessing resources from computers that are domain-joined.
• Resolve issues related to accessing resources from computers that are not domain-joined.
• Troubleshoot issues related to application installation and operation.
• Recover a PC running Windows 10.