Vault™ > WIN600: Introduction to Windows Troubleshooting and Support

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WIN600: Introduction to Windows Troubleshooting and Support

By Mike Danseglio
2 Days
Live Class Recording
January 29, 2024
Course Description

Unleash your potential and kickstart your dream Technical Support career by mastering the essential communication and hard technical skills required in the Introduction to Windows Troubleshooting and Support course! Get ready to tackle any challenge and become a true problem-solving hero in the ever-evolving world of tech support! 

In this two-day course you will learn about core troubleshooting techniques with a focus on Windows 10 and 11 specific troubleshooting tools and approaches. You will learn how to identify a variety of technical problems and find their causes and how to resolve them. You will also learn how to apply these skills to unknown or new technical problems that you’ve never encountered before, helping you solve problems now and in the future. 

This course is designed to help prepare students for the Enterprise Desktop Support Technician (EDST) Tier 1 role. This role requires not only technical knowledge but also communication and documentation skills. In this class you will get the essential skills necessary to perform all these tasks and excel in your role. 

Course Outline
  • Introduction and Administration
  • The Role of the Enterprise Desktop Support Technician
  • The IT Support Organization
  • Troubleshooting Methodologies
  • User Communication
  • Organizational Communication
  • Core Windows Troubleshooting Principles
  • Core Windows Troubleshooting Tools
  • Understanding the Issue
  • Identifying the Root Cause
  • Deciding How to Handle the Issue
  • Resolving the Issue
  • Escalating or Collaborating on the Issue
  • Conclusion and Next Steps
Course Content
Introduction
Introduction
The Role of the Enterprise Desktop Support Technician
The Role of the Enterprise Desktop Support Technician
The IT Support Organization
The IT Support Organization
Troubleshooting Methodologies
Troubleshooting Methodologies
User Communication
User Communication
User Interaction Skills
User Interaction Skills
Organization Communications
Organization Communications
Core Windows Troubleshooting Principles
Core Windows Troubleshooting Principles
Exercise: Reading Error Messages
Day 1 Recap
Day 1 Recap
Review
Day 1 Review
Core Troubleshoting Tools
Tools of the trade
Windows Troubleshoting Tools
Windows Troubleshoting Tools (Continuation after break)
Windows Troubleshoting Tools (Continuation after lunch)
Understanding the Issue
Understanding the Issue
Identifying the Root Cause
Identifying the Root Cause
Deciding How to handle the Issue
Deciding How to handle the Issue
Resolving the Issue
Resolving the Issue
Escalating or Collaborating on the Issue
Escalating or Collaborating on the Issue
Conclusion and Class Ending
Conclusion and Class Ending