10982 Supporting and Troubleshooting Windows 10
8/17/2020 - 8/21/2020
10/19/2020 - 10/23/2020


COURSE COST: $2495.00

COURSE TIMES: 9:00am - 4:30pm

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This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.10.

Students who seek certification in the following exams will also benefit from this course:

70-697, Configuring Windows Devices
70-698, Installing and Configuring Windows 10


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.

Course is available as a self paced course.
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 2016 fundamentals.

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


*Course Cost listed does not include the cost of courseware or exam. Course is subject to a minimum enrollment to run. Course may run virtually as a Virtual Instructor-Led (VILT) class if the minimum enrollment is not met. If the course is under the minimum enrollment the course may run as 4 day class (Bootcamp Style). For more information, please contact learn@vtec.org or call 207-775-0244.


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
Lab : Using Troubleshooting Tools for Windows 10

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
Lab : Recovering BitLocker-Encrypted Drives

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
Lab : Troubleshooting Hardware Issues

Module 4: Troubleshooting Remote Computers
Using Remote Desktop
Using Remote Assistance
Remoting with Windows PowerShell
Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
Lab : Troubleshooting Remote Computer by using Windows PowerShell

Module 5: Resolving Issues Network Connectivity
Determining Network Settings
Troubleshooting Network Connectivity Issues
Troubleshooting Name Resolution
Lab : Resolving Network Connectivity Issues

Module 6: Troubleshooting Group Policy
Overview of Group Policy Application
Resolving Client-Configuration Failures and GPO Application Issues
Lab : Troubleshooting Issues with Group Policy Application
Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
Resolving Group Policy Application (3)
Lab : Resolving Issues with Group Policy
Resolving Group Policy Application (1)

Module 7: Troubleshooting User Settings
Troubleshooting Sign-In Issues
Troubleshooting the Application of User Settings
Lab : Troubleshooting Sign-In Issues
Lab : Troubleshooting the Application of User Settings

Module 8: Troubleshooting Remote Connectivity
Troubleshooting VPN Connectivity Issues
Troubleshooting DirectAccess
Lab : Troubleshooting VPN Connectivity
Lab : Configuring and 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
Lab : Troubleshooting Access to Encrypted Files
Lab : Troubleshooting Printer Access Issues

Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
Configuring and Troubleshooting Work Folders
Configuring and Troubleshooting OneDrive Access
Lab : Troubleshooting Resource Access for Clients That Are Not Domain Members

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 Apps
Lab : Troubleshooting Access to Company Web Applications

Module 12: Maintaining Windows 10
Managing and Troubleshooting Windows Activation
Monitoring and Troubleshooting Performance
Applying Applications and Windows Updates
Lab : Monitoring and Troubleshooting Performance

Module 13: Recovering Data and Operating System
File Recovery in Windows 10
Recovering an Operating System
Lab : Recovering Data
Lab : Provisioning Computer to Comply with Company Standards