COURSE 9750 | 3-day SESSION
Hands-On Windows Helpdesk Support

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Troubleshoot Windows Clients and Achieve Peak Performance for Users in your Organization

Windows operating systems are ubiquitous in the business world today, and users of all skill levels have the access and the ability to either cause or fail to prevent problems with their systems. Complete novices sit in front of their systems with seemingly basic computer issues, only to create much bigger problems by ignoring or trying to fix the problem themselves. It is common for even skilled users find themselves with a nonfunctional system because they felt they knew enough to troubleshoot their own issues rather than place a call to the helpdesk.

Helpdesk support is one of the most difficult and pressure filled roles in IT. End users demand quick fixes to often-complex problems and can be difficult to satisfy. It is up to the helpdesk support team to keep end user systems up and running with minimal downtime while at the same time dealing with problems often created by the users themselves.

This Hands-On class will give you the skills needed to quickly handle all types of Windows client problems and create an efficient and smoothly running client support infrastructure. You will learn to quickly diagnose and solve even complex problems with Windows XP®, Windows Vista®, and Windows 2000 Professional® systems.

This comprehensive class is lab-intensive. Hands-on lab sessions will be conducted during every section of the course to ensure that you understand and can begin using your new skills as soon as you return to work.

Specifically you will participate in the following Hand-On Labs:

1. Be able to look at a “Blue Screen of Death” and know what the problem is and how to fix it.
2. Pinpoint common failure causes and prevent them whenever possible
3. Learn to troubleshoot in a mixed Windows environment of Windows 2000, Windows XP, and Windows Vista
4. Understand the details of all of Microsoft’s built in tools to diagnose system problems
5. Decipher syntax in the boot.ini file
6. Access dead computers remotely with Remote Recover
7. Understand when Service Packs and hot fixes should not be installed
8. Create plans for trouble-free remote and unattended installations
9. Determine the patch status of machines on the network to create/bring them up to standard
10. Examine memory dump files to determine why a system stopped unexpectedly
11. Deal with and prevent unwanted spyware
12. Utilize the new troubleshooting tools in Windows Vista and Windows Server 2008
13. Recover from system failures and get the system and user up and running quickly
14. Go back to the office with a detailed troubleshooting plan to minimize future helpdesk issues
    

Who Should Attend:

This course is for Helpdesk support professionals working in Windows environments, including Windows XP,Windows Vista, and Windows 2000 Professional. If you perform helpdesk support or manage a helpdesk support team, this is the course for you

• Helpdesk Support
• IT Support
• IT Administrators
• Repair Technicians
• System Administrators
• IT Support Management