Supporting Windows 8.1

This five day course will provide you with the knowledge and skills required to support a Windows 8.1 deployment in medium and large enterprise environments and to resolve technical issues by developing a troubleshooting methodology for Windows 8.1.

Audience Profile
This course is primarily intended for the Enterprise Device Support Technician (EDST), who provide Tier 2 support to users running Windows desktops and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs are experienced IT Professionals who focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support. Key responsibilities include resolving technical issues pertaining to Windows installation and migration, activation, performance, profiles, settings and device synchronization, local and remote network access, access to applications, access to data and printers, authentication, endpoint security and policy, operating system and data recovery.

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 desktops and devices, installing and testing line-of-business applications on these devices, and physically making changes to user devices or re-images as required.

The secondary audience for this course can include students preparing to take exam 70-688.

Prerequisites
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 and fundamentals of AD DS management
• Understanding of the Public Key Infrastructure (PKI) components and working knowledge of the fundamentals of Active Directory Certificate Services (AD CS)
• Windows Server 2008 R2 or Windows Server 2012 fundamentals
• Microsoft Windows Client fundamentals; for example, working knowledge of Windows XP, Windows Vista, Windows 7 and/or Windows 8
• Fundamentals of management and experience using the Microsoft Office 2013 system or the Microsoft Office 2010 system
• Windows Automated Installation Kit (WAIK) components including Windows PE, Windows SIM, VAMT, ImageX, USMT, and DISM concepts and fundamentals

Course Outline
Module 1: Introduction to Troubleshooting Windows 8.1
Module 2: Troubleshooting Computer Startup
Module 3: Troubleshooting Hardware and Device Drivers
Module 4: Remote Troubleshooting
Module 5: Troubleshooting Network Connectivity Issues
Module 6: Troubleshooting Group Policy
Module 7: Troubleshooting User Settings
Module 8: Troubleshooting Remote Connectivity
Module 9: Troubleshooting Resource Access within a Domain
Module 10: Configuring and Troubleshooting Resource Access for Non-Domain Joined Clients
Module 11: Troubleshooting Applications
Module 12: Maintaining Windows 8.1
Module 13: Recovering Windows 8.1