Course List



MOC 6293A - Troubleshooting and Supporting Windows 7 in Enterprise.


This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment.

This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential. By the course’s end, students will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally, students will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues in an enterprise network environment:

  • Startup
  • Group Policy
  • Hardware and device driver 
  • Performance
  • Network connectivity 
  • Remote connectivity 
  • User profile and logon
  • Security
  • Applications


After completing this course, students will be able to:

  • Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
  • Troubleshoot startup issues on a Windows 7 computer.
  • Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
  • Troubleshoot hardware device, device driver, and performance issues.
  • Troubleshoot network connectivity issues.
  • Troubleshoot remote connectivity issues.
  • Troubleshoot logon and resource access issues.
  • Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
  • Troubleshoot operating system and applications issues.


In addition to their professional experience, students who attend this training should already have the following technical knowledge: 

  • Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS) 
  • Microsoft Active Directory principles and management 
  • Microsoft Windows Server 2008 fundamentals 
  • Microsoft Windows Client fundamentals 
  • Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system 

Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:  

  • Course 6292A: Installing and Configuring Windows 7 Client 
  • Course 6420B: Fundamentals of Windows Server 2008 


Module 1: Implementing a Troubleshooting Methodology  

This module describes the steps involved in establishing and using a typical troubleshooting methodology. It also covers the job role and responsibilities of the EDST. 


  • Lesson 1: Introduction to the EDST Job Role 
  • Lesson 2:  Overview of Troubleshooting Steps 

After completing this module, students will be able to: 

  • Describe the job role of the EDST. 
  • Describe the steps of a typical troubleshooting methodology. 

Module 2: Troubleshooting Startup Issues  

This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services. 


  • Lesson 1: Overview of the Windows 7 Recovery Environment 
  • Lesson 2: Configuring and Troubleshooting Startup Settings 
  • Lesson 3: Troubleshooting Operating System Services Issues 

Lab : Troubleshooting Startup Issues  

  • Exercise 1: Resolving a Startup Problem (1) 
  • Exercise 2: Resolving a Startup Problem (2) 

After completing this module, students will be able to: 

  • Use Windows 7 recovery tools to troubleshoot startup problems. 
  • Configure and troubleshoot startup settings. 
  • Troubleshoot operating system services. 

Module 3: Using Group Policy to Centralize Configuration  

This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues. 


  • Lesson 1: Overview of Group Policy Application 
  • Lesson 2: Resolving Client Configuration Failures and GPO Application Issues 

Lab : Using Group Policy to Centralize Configuration  

  • Exercise 1: Resolve Group Policy Application (1) 
  • Exercise 2: Resolve Group Policy Application (2) 

After completing this module, students will be able to: 

  • Describe Group Policy application. 
  • Troubleshoot client configuration failures and GPO application issues. 

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues  

This module helps students troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers. 


  • Lesson 1: Overview of Hardware Troubleshooting 
  • Lesson 2: Troubleshooting Physical Failures 
  • Lesson 3: Monitoring Reliability and Performance 
  • Lesson 4: Configuring Performance Options in Windows 7 
  • Lesson 5: Troubleshooting Device Driver Failures 

Lab : Lab A: Resolving Hardware Device and Device Driver Issues  

  • Exercise 1: Resolving Hardware Issues 
  • Exercise 2: Configuring Group Policy to Control Device Installation (optional) 

Lab : Lab B: Troubleshooting Performance-Related Issues  

  • Exercise: Troubleshooting a Performance Problem 

After completing this module, students will be able to: 

  • Identify basic hardware-related issues.  
  • Determine hardware failure issues. 
  • Monitor reliability and performance of Windows 7 computers. 
  • Configure performance options in Windows 7. 
  • Determine problems that device drivers cause. 

Module 5: Troubleshooting Network Connectivity Issues  

This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections. 


  • Lesson 1: Determining Network Settings 
  • Lesson 2: Troubleshooting Network Connectivity Issues 

Lab : Troubleshooting Network Connectivity Issues  

  • Exercise 1: Troubleshooting a Network Problem (1) 
  • Exercise 2: Troubleshooting a Network Problem (2) 

After completing this module, students will be able to: 

  • Determine the network configuration of client computers. 
  • Troubleshoot network connections. 

Module 6: Troubleshooting Remote Connectivity Issues  

This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues. 


  • Lesson 1: Troubleshooting VPN Connectivity Issues 
  • Lesson 2: Using Remote Desktop 
  • Lesson 3: Troubleshooting User Issues by Using Remote Assistance 
  • Lesson 4: Troubleshooting NAP Issues 
  • Lesson 5: Troubleshooting DirectAccess Issues 

Lab : Resolving Remote Connectivity Issues  

  • Exercise: Resolving a Remote Connectivity Problem 

After completing this module, students will be able to: 

  • Configure and troubleshoot VPN connections. 
  • Use Remote Desktop. 
  • Use Remote Assistance. 
  • Troubleshoot NAP issues. 
  • Troubleshoot DirectAccess issues. 

Module 7: Troubleshooting Logon and Resource Access Issues  

This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access. 


  • Lesson 1: Troubleshooting User Logon Issues 
  • Lesson 2: Troubleshooting User Profile Issues 
  • Lesson 3: Troubleshooting File Access Issues 
  • Lesson 4: Troubleshooting File Permissions Issues 
  • Lesson 5: Troubleshooting Printer Access Issues 

Lab : Troubleshooting Logon and Resource Access Issues  

  • Exercise 1: Troubleshooting Offline Files 
  • Exercise 2: Troubleshooting a Missing Drive Mapping 
  • Exercise 3: Troubleshooting Missing Files in My Documents 
  • Exercise 4: Troubleshooting a File Access Issue 

After completing this module, students will be able to: 

  • Troubleshoot user logon issues. 
  • Troubleshoot user profile issues. 
  • Troubleshoot file access issues. 
  • Troubleshoot file permissions issues. 
  • Troubleshoot printer access issues. 

Module 8: Troubleshooting Security Issues  

This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs students how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, students also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues. 


  • Lesson 1: Recovering Files Encrypted by EFS 
  • Lesson 2: Recovering BitLocker-Protected Drives 
  • Lesson 3: Troubleshooting Internet Explorer and Content Access Issues 

Lab : Troubleshooting Security Issues  

  • Exercise 1: Recovering a BitLocker-Protected Drive 
  • Exercise 2: Troubleshooting an Internet Explorer Security Issue 

After completing this module, students will be able to: 

  • Recover files encrypted by using EFS. 
  • Recover BitLocker-protected drives. 
  • Troubleshoot Internet Explorer and content access issues. 

Module 9: Troubleshooting Operating System and Application Issues  

This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates. 


  • Lesson 1: Troubleshooting Application Installation Issues 
  • Lesson 2: Troubleshooting Application Operations Issues 
  • Lesson 3: Applying Application and Windows Updates 

Lab : Troubleshooting Operating System and Application Issues  

  • Exercise 1: Troubleshooting Windows Updates 
  • Exercise 2: Troubleshooting AppLocker Policy Application 
  • Exercise 3: Troubleshooting Application Startup 

After completing this module, students will be able to: 

  • Troubleshoot application installation issues. 
  • Troubleshoot application operation issues. 
  • Apply application and Microsoft Windows updates 


The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization.

EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. 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 PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.

EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations


2 days




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Training with PFH



  • Pre-training evaluation - PFH will assess your training requirements and levels prior to attending training:
  • Instructor led tuition by highly qualified instructor
  • Comprehensive manual to accompany PFH public courses
  • Training can be customised to meet customer's specific requirements
  • Money back guarantee – If you are not happy with the quality of training received, PFH will refund payment
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  • Each student will have their own PC
  • Comprehensive manual to accompany each training course
  • Complimentary coffee, tea, biscuits and fruit provided, along with light lunch provided for courses delivered in PFH
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  • Air conditioned comfortable and spacious training rooms
  • Free parking



  • If a student feels they have not managed to reach their own personal course objectives, they are welcome to attend the:
  • Same public class within 6 months, at no charge
  • 60 day post training support – Students can call or email our instructors with any questions / problems they may be experiencing at home or work (or a maximum of 5 calls per course/delegate)



When you're learning new skills and meeting new people it's important that you do so in comfortable, modern surroundings.

You'll enjoy a rewarding training course here at PFH premises and benefit from our modern training facilities.

Facilities provided include:

  • Air-conditioned training rooms
  • High-spec student PC's plus an instructor PC
  • Internet access and wireless internet access 
  • Convenient locations in Cork and Galway 
  • Overhead projector, whiteboard and flipchart in each room 
  • Course materials 
  • Free parking 
  • Daily refreshments & lunch


Please note that the above facilities are available to rent for your specialised training event also. Please contact PFH Training for rates and information.

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Training Types



Instructor-led training is an effective means of delivering information, as it allows for real-time feedback, questions and answers, manipulation and changeable delivery to suit the needs of learners in a real-time environment. Few educational opportunities are considered more valuable than meeting and interfacing directly with an instructor. 


All of our trainers are MCPs [Microsoft Certified Professionals], ECDL certified and MOS Experts which guarantees that the training you receive will be of the highest quality.


PFH has a large portfolio of trainers who can deliver training at our training centres in Cork and Galway, or Nationwide at customer premises or another training centre.


PFH offers instructor led training on our Public Schedule at our training centres in Cork and Galway. 



PFH provides customised training for groups of 1 to 12 at either PFH's Training Centres at Cork or Galway or on-site at your premises. Content can be taken from any of our course oulines and customised to suit the exact requirmements of your group and scheduled on dates that suit your delegates.  Group rates apply contact us for rates.


This method of training ensures your delegates get trained on exactly the topics they require in the duration of time that you can allow to give them.



Seminar training can be offered where companies require a large number of people to receive initial overview training on the New Interface of an Operating System or Office Applications. 


Seminar Training is based solely on demonstrating the New Features and is non hands-on training.  The benefits of this type of training is that attendees can get an initial feel for the New Interface of any given application and it can save a lot of time and money during an initial roll out.  This type of training instils an element of confidence when people return to their desks to work with the New Interface or Application.


Depending on how the roll out is managed with the installations, training could be run in tandem with this, and groups may also benefit from the trainer doing some “floor walking”  following the seminars to assist people when they are back at their desks.


The number of attendees is optional and can range from 20-50 per session.  This is dependant on the size of your room!

All training/seminar can be customised specifically to suit group requirements.

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