Course Outline

Module 1: Implementing a Troubleshooting Methodology
This module provides an overview of the new features and devices in the Windows 10 operating system, as well as the process for developing and applying a Windows 10 troubleshooting methodology. Lessons

  • Overview of Windows 10 for government
  • Introduction to the EDST Job Role
  • Overview of Troubleshooting Steps
  • Troubleshooting Tools

Module 2: Troubleshooting Startup Issues
This module describes how to identify and troubleshoot startup issues that affect, and problematic services that run on, a Windows 10 operating system. It introduces potential problems that can cause startup issues in Windows 10 and provides an overview of the Windows startup process, including the Windows Recovery Environment (Windows RE) and Boot Configuration Data (BCD). Lessons

  • Overview of the Windows 10 Startup Recovery Environment
  • Configuring the Registry
  • Troubleshooting Startup Settings
  • Recovering BitLocker-Protected Drives

Module 3: Performing System Recovery
This module describes how to resolve issues related to operating system services and how to recover a computer. Lessons

  • Troubleshooting Operating System Service Issues
  • Recovering a Computer

Module 4: Troubleshooting Hardware and Device Drivers
This module explores how to troubleshoot issues related to device drivers and hardware devices. Lessons

  • Troubleshooting Device Driver Failures
  • Overview of Hardware Troubleshooting

Module 5: Administering Windows 10
This module describes how to use various administration tools in Windows 10 to resolve issues, including features and functionalities of tools such as Windows Admin Center, Remote Desktop, Quick Assist, and Windows PowerShell. Lessons

  • Overview of Administration Tools
  • Using Remote Desktop
  • Introduction to Windows PowerShell
  • Remoting with Windows PowerShell
  • Introduction to Provisioning

Module 6: Resolving Issues with Network Connectivity
This module describes how to identify network settings and troubleshoot issues related to network connectivity in wired and wireless networks, IPv4 and IPv6 connectivity, and name resolution. Lessons

  • Determining Network Settings
  • Troubleshooting Network Connectivity
  • Troubleshooting Name Resolution

Module 7: Troubleshooting Group Policy
This module provides an overview of Group Policy application and describes how to resolve issues in client configuration GPO application. Lessons

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

Module 8: Configuring and Troubleshooting User Settings
This module describes common sign-in issues, how to detect them, and how to troubleshoot these issues. It also provides an overview of user account types supported by Windows 10 and how authentication works for those accounts. Lessons

  • Troubleshooting Sign-In Issues
  • Troubleshooting the Application of User Settings

Module 9: Configuring and Troubleshooting Resource Access
This module describes how to troubleshoot issues with file permissions and printer access, as well as how to configure and manage file synchronization and file recovery in Windows 10. Lessons

  • Troubleshooting File Permissions Issues
  • Troubleshooting Issues with Printer Access
  • Configuring and Troubleshooting File Synchronization
  • Performing File Recovery in Windows 10

Module 10: Troubleshooting Remote Connectivity
This module provides an overview of Remote Access and describes how to troubleshoot issues with VPN connectivity. Lessons

  • Overview of Remote Access
  • Troubleshooting Issues with VPN Connectivity

Module 11: Troubleshooting Applications
This module explains how to troubleshoot common desktop app operations issues, as well as the management and resolution of issues related to Universal Windows apps, Microsoft Store, and Microsoft Store for Business. Lessons

  • Troubleshooting Desktop Apps
  • Managing Universal Windows Apps

Module 12: Maintaining Windows 10
This module describes how to troubleshoot performance issues in Windows 10 and explains the process of applying and troubleshooting Windows updates. Lessons

  • Monitoring and Troubleshooting Computer Performance
  • Applying Windows Updates

Requirements

  • An understanding of Windows operating systems and networking fundamentals for government use
  • Experience with configuring and troubleshooting Windows-based environments in public sector settings
  • Basic PowerShell scripting experience to support government IT operations

Audience

  • Enterprise Desktop Support Technicians (EDST) responsible for Tier 2 support in medium to large government organizations
  • IT professionals administering and supporting Windows 10 devices, users, and network resources for government agencies
  • Students seeking certification in exams such as 70-697 (Configuring Windows Devices) and 70-698 (Installing and Configuring Windows 10) to enhance their qualifications for government roles
 35 Hours

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