Introduction to Windows Troubleshooting and Support
Introduction to Windows Troubleshooting and Support is a two-day, hands-on course designed to prepare learners for entry-level technical support roles in enterprise environments. The course focuses on core troubleshooting methodologies, Windows 10 and Windows 11 diagnostic tools, and effective problem-solving techniques. Participants learn how to identify technical issues, determine root causes, apply appropriate resolutions, and document incidents clearly and professionally. Equal emphasis is placed on technical capability and communication skills, ensuring learners can interact effectively with end users and IT teams. By the end of the course, students will be prepared to perform Tier 1 Enterprise Desktop Support Technician (EDST) duties and confidently handle both known and unfamiliar technical problems.
- Apply structured troubleshooting methodologies to technical support scenarios
- Analyze issues to identify likely root causes
- Select and use appropriate Windows troubleshooting and diagnostic tools
- Distinguish between data collection, root cause analysis, and resolution tasks
- Resolve common Windows 10 and Windows 11 issues in enterprise environments
- Decide when to resolve issues independently or escalate appropriately
- Document troubleshooting steps and outcomes clearly and accurately
- Communicate effectively with end users and IT colleagues
- Perform assessment and triage tasks expected of Tier 1 support technicians
- Individuals new to the Enterprise Desktop Support Technician (EDST) role
- Aspiring Tier 1 technical support and help desk professionals
- IT support staff working with Windows 10 and Windows 11 in corporate environments
- Students preparing for a career in desktop support or IT operations
- Familiarity with Windows operating systems and PC hardware/software in a corporate environment
- Basic understanding of computer networking concepts and protocols
- No prior troubleshooting experience required
- Foundational knowledge equivalent to the following certifications is recommended:
-
- CompTIA A+
- CompTIA Network+