Enterprise Desktop Support Technician (EDST) e professionisti IT che amministrano e supportano Windows 11 desktop, dispositivi, utenti e risorse di rete e di sicurezza associati.

Oltre alla loro esperienza professionale, gli studenti che frequentano questa formazione devono già possedere le seguenti conoscenze tecniche:

Nozioni di base sulle reti, inclusi Transmission Control Protocol/Internet Protocol (TCP/IP), User Datagram Protocol (UDP) e Domain Name System (DNS).
Principi di Microsoft Active Directory Domain Services (AD DS).
Comprensione dei componenti dell'infrastruttura a chiave pubblica (PKI).
Fondamenti di Windows Server 2016.
Elementi essenziali del client Microsoft Windows; ad esempio, esperienza con Windows 10 o conoscenza dei corsi 20697-1 e 20697-2.

Modulo 1: Implementazione di una metodologia di risoluzione dei problemi

Questo modulo introduce le nuove funzionalità e dispositivi del sistema operativo Windows 10; descrive anche il processo di sviluppo e applicazione di una metodologia di risoluzione dei problemi di Windows 10.

Lezioni

Panoramica di Windows 11
Introduzione al ruolo di lavoro EDST
Panoramica dei passaggi per la risoluzione dei
problemi Strumenti per la risoluzione dei problemi
Lab: Utilizzo degli strumenti per la risoluzione dei problemi

Utilizzo degli strumenti per la risoluzione dei problemi

Dopo aver completato questo modulo, sarai in grado di:

Describe the Windows 11 operating system, devices it supports, and the Windows 11 architecture.
Describe the Enterprise Desktop Support Technician (EDST) job role in a Windows 11 environment.
Explain the troubleshooting methodology for Windows 11.
Describe Windows 11 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 11 operating system. This module introduces potential problems that can cause startup issues in Windows 11. It also 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
Troubleshooting Startup Settings
Recovering BitLocker-Protected Drives
Configuring the Registry
Lab : Troubleshooting Startup Issues

Exploring Windows RE
Resolving a Startup Issue
Lab : Recovering BitLocker-Encrypted Drives

Recovering a BitLocker-Encrypted Drive
Creating a New BitLocker Password

After completing this module, you will be able to:

Describe the Windows 10 startup recovery environment.
Describe how to configure the registry.
Explain how to troubleshoot startup settings.
Recover drives encrypted with Windows BitLocker Drive Encryption.

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
Lab : Performing System Recovery

Preparing for System Recovery
Recovering a computer

After completing this module, you will be able to:

Troubleshoot operating system services.
Recover a computer that is running Windows 11.

Module 4: Troubleshooting Hardware and Device Drivers

This module explains how to resolve issues related to device drivers and hardware devices.

Lessons

Troubleshooting Device Drivers Failures
Overview of Hardware Troubleshooting
Lab : Troubleshooting Hardware and Device Driver Issues

Troubleshooting a Missing Device Driver
Resolving Hardware Problems
Resolving Device Driver Problems

After completing this module, you will be able to:

Troubleshoot device driver failures.
Describe the process of troubleshooting hardware.

Module 5: Administering Windows 11

This module describes how to use the various administration tools in Windows 10 to resolve issues. It describes the 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
Lab : Troubleshooting Remote Computers Through Remote Desktop

Using Remote Desktop
Lab : Troubleshooting a Remote Computer By Using Windows PowerShell

Using Windows PowerShell Remoting

After completing this module, you will be able to:

Select a suitable remote management tool or technique.
Use Remote Desktop to manage remote computers.
Use Windows PowerShell cmdlets and scripts.
Use Windows PowerShell remoting to manage remote computers.
Implement provisioning packages.

Module 6: Resolving Issues with Network Connectivity

This module explains 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
Lab : Resolving Network Connectivity Issues

Configuring network settings
Resolving a Network Problem (1)
Resolving a Network Problem (2)

After completing this module, you will be able to:

Determine network settings in Windows 11.
Troubleshoot issues with network connectivity.
Troubleshoot name resolution issues.

Module 7: Troubleshooting Group Policy

This module provides an overview of the 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
Lab : Troubleshooting Issues with Group Policy Application

Working with GPOs
Resolving Group Policy Application (1)
Resolving Group Policy Application (2)
Resolving Group Policy Application (3)

After completing this module, students will be able to:

Describe how you apply GPOs to computers.
Resolve client-side configuration failures and GPO application issues.

Module 8: Configuring and Troubleshooting User Settings

This module describes the common sign-in issues, how to detect them, and how to troubleshoot these issues. The module also provides an overview of user account types that are supported by Windows 11 and how authentication works for those accounts.

Lessons

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

Resolving a Sign-In Issue
Lab : Configuring and Troubleshooting the Application of User Settings

Optional: Configuring UE-V
Configuring Folder Redirection
Resolving a Folder Redirection Issue

After completing this module, you will be able to:

Troubleshoot user sign-in issues.
Troubleshoot the correct application of user settings.

Module 9: 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
Lab : Troubleshooting VPN Connectivity

Troubleshoot VPN Connectivity Issue 1
Troubleshoot VPN Connectivity Issue 2

After completing this module, you will be able to:

Describe common remote access technologies.
Troubleshoot issues with VPN connectivity.

Module 10: Configuring and Troubleshooting Resource Access

This module describes how to troubleshoot issues with file permissions and printer access. It also describes how to configure and manage file synchronization and file recovery in Windows 11.

Lessons

Troubleshooting File Permissions Issues
Troubleshooting Issues with Printer Access
Configuring and Troubleshooting File Synchronization
Performing file recovery in Windows 10
Lab : Troubleshooting File-Access Issues

Resolving a File-Access Issue (1)
Resolving a File-Access Issue (2)
Resolving a File-Access Issue (3)
Lab : Troubleshooting Printer Issues

Resolving a Printer Issue (1)
Resolving a Printer Issue (2)
Lab : Configuring and Troubleshooting File Synchronization

Troubleshooting Work Folders
Lab : Recovering data

Preparing for file recovery
Resolving issues by using Previous Versions

After completing this module, you will be able to:

Troubleshoot issues with file permissions.
Troubleshoot issues with accessing printers.
Configure and troubleshoot file synchronization.
Configure and troubleshoot file recovery.

Module 11: Troubleshooting Applications

This module explains how to troubleshoot application installation-issues and problems in desktop and Microsoft Store apps. This module also describes how to resolve issues with Internet Explorer and Microsoft Edge browsers.

Lessons

Troubleshooting Desktop App Installation Issues
Troubleshooting Desktop Apps
Managing Universal Windows Apps
Lab : Troubleshooting Desktop Apps

Troubleshooting AppLocker Policy Applications
Troubleshooting Application Compatibility Issues
Lab : Provisioning a Kiosk device

Creating a provisioning package
Applying a provisioning package
After completing this module, you will be able to:

Troubleshoot desktop app installation issues.
Troubleshoot desktop apps.
Manage Universal Windows apps.

Modulo 12: Manutenzione di Windows 11

Questo modulo descrive come risolvere i problemi di attivazione e prestazioni in Windows 10. Spiega inoltre come applicare e risolvere gli aggiornamenti di Windows.

Lezioni

Monitoraggio e risoluzione dei problemi delle prestazioni del computer
Applicazione di applicazioni e Windows Update
Lab: Manutenzione di Windows 11

Risolvere un problema relativo alle prestazioni
Configurare le impostazioni di Windows Update

Dopo aver completato questo modulo, sarai in grado di:

Monitora e risolvi i problemi delle prestazioni di Windows 10.
Aggiorna applicazioni e Windows 10.