Supporting and Troubleshooting Microsoft Windows 10 (M10982) Course Details:

Learn to support and troubleshoot Windows 10 operating systems and apps.

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.

    Nov 15 2021

    Date: 11/15/2021 - 11/19/2021 (Monday - Friday) | 11:30 AM - 7:30 PM (EST)
    Location: ONLINE (Virtual Classroom Live)
    Delivery Format: VIRTUAL CLASSROOM LIVE Request Quote & Enroll

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    Supporting and Troubleshooting Microsoft Windows 10 (M10982)

    November 15 - 19, 2021 | 11:30 AM - 7:30 PM (EST) | Virtual Classroom Live


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    Nov 29 2021

    Date: 11/29/2021 - 12/03/2021 (Monday - Friday) | 8:30 AM - 4:30 PM (EST)
    Location: ONLINE (Virtual Classroom Live)
    Delivery Format: VIRTUAL CLASSROOM LIVE Request Quote & Enroll

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    Supporting and Troubleshooting Microsoft Windows 10 (M10982)

    November 29 - December 3, 2021 | 8:30 AM - 4:30 PM (EST) | Virtual Classroom Live


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    Dec 6 2021

    Date: 12/06/2021 - 12/10/2021 (Monday - Friday) | 11:30 AM - 7:30 PM (EST)
    Location: ONLINE (Virtual Classroom Live)
    Delivery Format: VIRTUAL CLASSROOM LIVE Request Quote & Enroll

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    Supporting and Troubleshooting Microsoft Windows 10 (M10982)

    December 6 - 10, 2021 | 11:30 AM - 7:30 PM (EST) | Virtual Classroom Live


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    Dec 13 2021

    Date: 12/13/2021 - 12/17/2021 (Monday - Friday) | 8:30 AM - 4:30 PM (EST)
    Location: ONLINE (Virtual Classroom Live)
    Delivery Format: VIRTUAL CLASSROOM LIVE Request Quote & Enroll

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    Supporting and Troubleshooting Microsoft Windows 10 (M10982)

    December 13 - 17, 2021 | 8:30 AM - 4:30 PM (EST) | Virtual Classroom Live


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1. Implementing a Troubleshooting Methodology

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

2. Troubleshooting Startup Issues

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

3. Performing System Recovery

  • Troubleshooting Operating System Service Issues
  • Recovering a Computer

4. Troubleshooting Hardware and Device Drivers

  • Troubleshooting Device Driver Failures
  • Overview of Hardware Troubleshooting

5. Administering Windows Overview of Administration Tools

  • Using Remote Desktop
  • Introduction to Windows PowerShell
  • Remoting with Windows PowerShell
  • Introduction to Provisioning

6. Resolving Issues with Network

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

7. Troubleshooting Group

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

8. Configuring and Troubleshooting User

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

9. Troubleshooting Remote Connectivity

  • Overview of Remote Access
  • Troubleshooting Issues with VPN Connectivity

10. Configuring and Troubleshooting Resource Access

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

11. Troubleshooting Applications

  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Universal Windows Apps

12. Maintaining Windows 10

  • Monitoring and Troubleshooting Computer Performance
  • Applying Applications and Windows Updates

*Please Note: Course Outline is subject to change without notice. Exact course outline will be provided at time of registration.
  • Plan hybrid configuration with Exchange Server and Exchange Online.
  • Perform an Exchange Server hybrid deployment.
  • Deploy Skype for Business and Teams in a hybrid deployment.
  • Deploy SharePoint and OneDrive for Business in a hybrid environment.
  • Deploy Azure MFA, Identity Protection and Azure Information Protection.
  • Deploy various authentication methods in a hybrid Office 365 deployment.
  • Lab 1: Using Troubleshooting Tools
  • Lab 2: Troubleshooting Startup Issues
  • Lab 3: Recovering BitLocker-Encrypted Drives
  • Lab 4: Performing System Recovery
  • Lab 5: Performing System Recovery
  • Lab 6: Troubleshooting Remote Computer Through Remote Desktop
  • Lab 7: Troubleshooting Remote Computer by using Windows PowerShell
  • Lab 8: Resolving Network Connectivity Issues
  • Lab 9: Troubleshooting Issues with Group Policy Application
  • Lab 10: Troubleshooting Sign-In Issues
  • Lab 11: Configuring and Troubleshooting the Application of User Settings
  • Lab 12: Troubleshooting VPN Connectivity
  • Lab 13: Troubleshooting File-Access Issues
  • Lab 14: Troubleshooting Printer Issues
  • Lab 15: Configuring and Troubleshooting File Synchronization
  • Lab 16: Recovering data
  • Lab 17: Troubleshooting Desktop Apps
  • Lab 18: Provisioning a Kiosk device
  • Lab 19: Maintaining Windows 10
  • 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.

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.

Why are EDSTs the primary audience?

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.

 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. Professionals 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

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