IT Support Helpdesk Fundamentals

Overview of expectations of an IT helpdesk professional.

Create a virtual install of Server 2019.

In this lesson, you'll learn how to create a virtual machine (VM) and install Windows 10 using VirtualBox. We'll cover downloading and installing VirtualBox, setting up a new virtual machine, configuring settings for optimal performance, and installing Windows 10 from an ISO file. This hands-on guide will help you understand the basics of virtualization, enabling you to run multiple operating systems on a single physical machine efficiently. Whether you're testing software or setting up a development environment, this lesson will provide the foundational skills you need.

In this lesson, you will learn how to prepare your network environment for the installation and configuration of Active Directory. Key topics include:

• Ensuring your network infrastructure meets the requirements for Active Directory.

• Setting up a dedicated server for Active Directory.

• Configuring network settings, including IP addressing and DNS prerequisites.

• Verifying connectivity and network stability.

By the end of this lesson, you will be ready to proceed with the Active Directory installation, ensuring a smooth and efficient setup process.

In this lesson, you will learn how to rename a Windows Server 2019 machine using PowerShell. This process is crucial for proper server identification and management within your network. Key steps include:

• Opening and using PowerShell with administrative privileges.

• Executing the command to rename the server.

• Verifying the change and ensuring the server's new name is applied correctly.

By the end of this lesson, you will be able to efficiently rename your Windows Server 2019, streamlining your server management tasks.

In this lesson, you will learn how to assign a static IP address to a Windows Server 2019 machine using PowerShell. This is an essential task for ensuring consistent network communication and services. Key steps include:

• Opening and using PowerShell with administrative privileges.

• Identifying the network adapter to configure.

• Executing the command to set a static IP address, subnet mask, gateway, and DNS servers.

By the end of this lesson, you can confidently assign a static IP address to your server, enhancing network stability and management.

In this lesson, you will learn how to install the Active Directory Domain Services (AD DS) role on a Windows Server 2019 machine using PowerShell. This is a critical step in setting up Active Directory. Key steps include:

• Opening and using PowerShell with administrative privileges.

• Executing the command to install the AD DS role.

• Verifying the successful installation of the AD DS role.

By the end of this lesson, you will be able to install the AD DS role efficiently, preparing your server for Active Directory configuration and management.

In this lesson, you will learn how to promote a Windows Server 2019 machine to a domain controller using PowerShell. This is a crucial step in deploying Active Directory in your network. Key steps include:

• Opening and using PowerShell with administrative privileges.

• Executing the command to configure the server as a domain controller.

• Setting up the necessary Active Directory forest and domain structure.

• Verify the promotion process and ensure successful configuration.

By the end of this lesson, you will be able to promote your server to a domain controller, establishing the backbone for your Active Directory environment.

In this lesson, you will learn how to add a Windows 10 workstation to an Active Directory domain. This process is essential for centralizing user management and enhancing network security. Key steps include:

• Preparing the Windows 10 workstation for domain joining.

• Configuring network settings to ensure connectivity with the domain controller.

• Executing the steps to join the workstation to the domain.

• Verifying successful domain membership and user authentication.

By the end of this lesson, you will be able to efficiently add a Windows 10 workstation to your Active Directory domain, enabling centralized management and improved network integration.

In this lesson, you will learn how to create a new user account in Active Directory using both the Active Directory Users and Computers (ADUC) console and PowerShell. Key steps include:

• Navigating the ADUC console to create a user.

• Using PowerShell commands to create and manage user accounts.

• Setting user attributes and configuring account options.

By the end of this lesson, you will be able to create and manage Active Directory user accounts efficiently, streamlining user management tasks within your organization.

In this lesson, you will learn how to restrict the computers to which a user can log on within an Active Directory environment. This is achieved using Group Policy Objects (GPOs) to enforce security policies. Key steps include:

• Understanding the concept of logon restrictions in Active Directory.

• Configuring Group Policy settings to limit user logon to specific computers.

• Verifying and testing the logon restrictions to ensure they are applied correctly.

By the end of this lesson, you will be able to effectively manage and enforce computer logon restrictions for users in your Active Directory domain, enhancing security and control over network access.

In this lesson, you will learn how to set logon time restrictions for a user in an Active Directory environment. This feature allows you to control when a user account can authenticate to the domain. Key steps include:

• Understanding the concept of logon time restrictions in Active Directory.

• Using Group Policy Objects (GPOs) to configure logon hours for a user.

• Verifying and testing the logon time restrictions to ensure they are applied correctly.

By the end of this lesson, you will be able to effectively manage and enforce logon time restrictions for users in your Active Directory domain, enhancing security and control over user access based on specific time constraints.

In this lesson, you will learn how to reset a user's password in an Active Directory environment. This is a fundamental task for maintaining user account security and accessibility. Key steps include:

• Accessing the Active Directory Users and Computers (ADUC) console.

• Locating the user account that requires a password reset.

• Executing the steps to reset the user's password securely.

• Communicating the new password to the user through a secure method.

By the end of this lesson, you will be able to efficiently reset a user's password in Active Directory, ensuring minimal disruption and maintaining security standards for user accounts within your organization.

In this lesson, you will learn how to unlock or enable a user account in an Active Directory environment. This is necessary when a user account has been locked out due to too many incorrect password attempts or if it has been disabled for other reasons. Key steps include:

• Accessing the Active Directory Users and Computers (ADUC) console.

• Locating the user account that needs to be unlocked or enabled.

• Executing the steps to unlock the account or enable it.

• Verifying that the account is now accessible to the user.

By the end of this lesson, you will be able to efficiently manage user account access by unlocking or enabling accounts in Active Directory, ensuring users can resume their work without interruption.

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In this lesson, you will learn how to create a new Group Policy Object (GPO) and link it to an Organizational Unit (OU) in Active Directory. This allows you to apply specific configurations and settings to users and computers within that OU. Key steps include:

• Creating a new Group Policy Object using the Group Policy Management Console (GPMC).

• Configuring desired settings and policies within the GPO.

• Linking the GPO to the appropriate OU to apply the settings.

• Verifying that the GPO is correctly applied to users and computers within the OU.

By the end of this lesson, you will be able to create and effectively link Group Policy Objects to OUs in Active Directory, enabling centralized management and configuration of network resources based on organizational structure.

In this lesson, you will learn how to edit existing Group Policy Objects (GPOs) to affect specific user settings within an Active Directory environment. This allows you to configure and enforce policies governing user behavior and network security. Key steps include:

• Accessing the Group Policy Management Console (GPMC).

• Locating and editing the desired Group Policy Object (GPO).

• Configuring user-specific settings, such as password policies, desktop configurations, and application restrictions.

• Verify that the GPO is correctly applied to users and monitor its impact.

By the end of this lesson, you will be able to edit and manage Group Policy Objects efficiently to enforce user-specific policies and settings within your Active Directory domain, ensuring compliance and security across your network.

In this lesson, you will learn how to edit an existing Group Policy Object (GPO) to configure settings that affect computers within an Active Directory environment. This allows you to enforce policies related to system configurations, security settings, and software installations. Key steps include:

• Accessing the Group Policy Management Console (GPMC).

• Locating and editing the desired Group Policy Object (GPO).

• Configuring computer-specific settings, such as Windows Firewall rules, software deployment policies, and system configurations.

• Verify that the GPO is correctly applied to computers and monitor its impact.

By the end of this lesson, you will be able to edit and manage efficiently Group Policy Objects to enforce computer-specific policies and settings within your Active Directory domain, ensuring consistency, security, and optimal performance across your network.

In this lesson, you will learn how to use Group Policy to enforce screensaver settings and timeouts on computers within an Active Directory environment. This helps to enhance security and manage power consumption by automatically locking computers when idle. Key steps include:

• Accessing the Group Policy Management Console (GPMC).

• Creating or editing a Group Policy Object (GPO) for screensaver and timeout settings.

• Configuring screensaver timeout, screensaver executable, and password protection options.

• Verify and test the policy to ensure it is applied correctly to computers.

By the end of this lesson, you will be able to effectively enforce screensaver and timeout policies across computers in your Active Directory domain, promoting security and energy efficiency.

In this lesson, you will learn how to configure Group Policy to change users' desktop background settings across computers within an Active Directory environment. This allows you to enforce a uniform desktop appearance and corporate branding. Key steps include:

• Accessing the Group Policy Management Console (GPMC).

• Creating or editing a Group Policy Object (GPO) for desktop background settings.

• Configuring the desktop background image path and settings.

• Verify and test the policy to ensure it is applied correctly to users' desktops.

By the end of this lesson, you will be able to effectively manage and enforce desktop background settings across users in your Active Directory domain, ensuring a consistent and professional desktop appearance.

This lesson will teach you how to create a DNS reverse lookup zone on a Windows Server 2019 machine. Reverse lookup zones map IP addresses to hostnames, providing important network functionality. Key steps include:

• Accessing the DNS Manager on Windows Server 2019.

• Creating a new reverse lookup zone.

• Configuring the reverse lookup zone properties, including the network ID and replication scope.

• Verify the new reverse lookup zone and test its functionality.

By the end of this lesson, you will be able to effectively create and manage DNS reverse lookup zones on your Windows Server 2019, ensuring efficient network operations and IP address management.

In this lesson, you will learn how to create a new DNS host (A) record on a Windows Server 2019 machine. DNS host records are essential for resolving hostnames to IP addresses within a network. Key steps include:

• Accessing the DNS Manager on Windows Server 2019.

• Navigating to the appropriate forward lookup zone (e.g., domain.local).

• Creating a new host (A) record.

• Specifying the hostname and IP address for the new record.

• Verify the new host record and test its resolution.

By the end of this lesson, you will be able to efficiently create and manage DNS host records on your Windows Server 2019, ensuring accurate hostname-to-IP address mapping within your network.

In this lesson, you will learn how to create a DNS MX (Mail Exchange) record on a Windows Server. MX records are used to specify the mail servers responsible for receiving email on behalf of a domain. Key steps include:

• Accessing the DNS Manager on your Windows Server (e.g., Windows Server 2019).

• Navigating to the appropriate forward lookup zone (e.g., domain.com) where you want to create the MX record.

• Creating a new MX record.

• Specifying the mail server hostname (e.g., mail.domain.com) and its priority (e.g., 10).

• Verifying the new MX record and testing its functionality using tools like nslookup.

By the end of this lesson, you will be able to create and manage DNS MX records on your Windows Server, ensuring proper mail delivery for your domain.

In this lesson, you will learn how to install and configure the DHCP (Dynamic Host Configuration Protocol) role on a Windows Server using PowerShell. DHCP automatically assigns IP addresses and network configuration settings to devices on a network.

In this lesson, you will learn how to authorize and unauthorize a DHCP server in an Active Directory environment using PowerShell. This process is necessary to allow the DHCP server to lease IP addresses to clients on the network.

In this lesson, you will learn how to edit a DHCP scope on a Windows Server using PowerShell. DHCP scopes define a range of IP addresses and configuration options that DHCP servers can lease to clients on a subnet.

In this lesson, you will learn how to modify the DNS server list provided by DHCP using PowerShell on a Windows Server. This is essential for ensuring that client devices receive the correct DNS server settings automatically. Key steps include:

In this lesson, you will learn how to modify the default gateway (router) settings provided by DHCP using PowerShell on a Windows Server. This is crucial for ensuring client devices have the correct default gateway configured automatically.

This lesson teaches IT support professionals essential communication skills, focusing on problem resolution, customer satisfaction, and team collaboration. Participants learn to communicate technical information clearly, listen to user concerns, and use empathy, building trust and reducing frustration.

In the video lesson "Networking Fundamentals," students are introduced to the essential concepts of computer networking, including the different types of networks (LAN, WAN, MAN), key network components (routers, switches, cables), and fundamental networking protocols (TCP/IP, DNS, DHCP). The lesson also covers basic network topologies, IP addressing, and subnetting, providing a solid foundation for troubleshooting and maintaining networks. Through practical examples and demonstrations, students understand how networks operate and how to support and manage them effectively in an IT helpdesk environment.

Master the art of IP address manipulation on Windows 10! This concise tutorial teaches you how to change your IP address swiftly and securely. Explore step-by-step instructions for both manual and automated methods, ensuring you have the flexibility to adapt to any networking scenario. Whether you're troubleshooting connectivity issues or enhancing your privacy, this lesson equips you with the skills to take control of your IP address on Windows 10 with confidence.

Master the art of problem-solving with these expert techniques! Learn how to identify issues, analyze root causes, and devise effective solutions in no time. Watch now to elevate your troubleshooting skills!

The goal of this lesson is to provide participants with a comprehensive understanding of the Event Viewer tool in Windows. Participants will learn how to navigate and utilize Event Viewer to monitor system events, troubleshoot issues, and gain insights into the health and performance of a Windows system.

IP blacklisting is what happens when your outside public-facing IP address has been identified as sending spam from your internal Exchange server, whose MX record is configured with the same IP address. In this short video, we learn how this can happen, how to prevent it, and how to get your public IP address off of a blacklist.

Learn how to identify any public IP address that has been listed as spam and added to a blacklist.

Discover how to use the right-click menu effectively for enhanced productivity and efficiency in your daily computing tasks, from advanced file management to customizing your system settings.

Learn the art of effortlessly extracting Wi-Fi credentials with netsh! This concise lesson unveils the secrets behind using netsh commands to dump Wi-Fi credentials, providing you with essential skills for network security testing and troubleshooting.

This lesson aims to provide participants with an understanding of TCP/IP printing, focusing on how printing works over a TCP/IP network. Participants will learn the fundamentals of TCP/IP printing, including the role of protocols, devices, and configuration settings.

The primary objective of this lesson is to guide participants through adding a printer to a network using the TCP/IP protocol. Participants will learn the steps to configure a TCP/IP printer connection on a Windows system.

This lesson aims to guide participants through adding a network printer to a Windows 10 client. By the end of the lesson, participants should be proficient in locating and connecting to network printers, understanding the importance of proper driver installation, and troubleshooting common issues.

This lesson aims to familiarize participants with the concept of printer pooling and how to set up and manage printer pools in a Windows environment. Participants will learn the benefits of printer pooling and the steps involved in creating and configuring printer pools.

This lesson aims to guide participants through adding a network printer in a Windows Server environment. Participants will learn to locate and connect to network printers, install necessary drivers, and configure printer settings.

This lesson aims to guide participants through installing and using Print Management in a Windows Server environment. Participants will learn how to centralize print server management, monitor print queues, and troubleshoot common printing issues using Print Management.

This lesson will guide participants through deploying printers using Group Policy in a Windows Server environment. Participants will learn the benefits of using Group Policy for printer deployment, the necessary configurations, and best practices.

The Microsoft Windows Malicious Software Removal Tool (MSRT) helps remove malicious software from computers running Windows operating systems. It checks systems for infections by specific, prevalent malicious software ("malware") and helps remove any infections found. When the MSRT runs, it will remove the malware listed on the Microsoft support site if it is on your system.

Often overlooked and neglected, the Windows TEMP folder is a temporary directory used by the Windows operating system and applications to store temporary files.

Cleaning out the Windows TEMP folder can be important for several reasons:

1. Freeing up disk space: Temporary files can accumulate over time and take up a significant amount. Regularly clearing these files can reclaim space and prevent your system from running out of storage, particularly crucial on devices with limited storage capacity.

2. Improving system performance: Too many temporary files can slow down your system. They can increase the time it takes for the operating system to search through folders to access files or execute tasks. Cleaning them can sometimes improve system performance, especially with slower storage media.

3. Resolving software issues: Corrupted temporary files can cause some application problems and errors. Clearing these files can help reset the software's state and resolve issues that stem from outdated or corrupted data.

4. Enhancing security: Temporary files can sometimes contain sensitive information or data remnants that could be exploited by malicious software. Regularly clearing the TEMP folder reduces the risk of sensitive data exposure.

5. System stability: In some cases, specific applications may leave many temporary files behind, especially after crashes or errors, which could lead to system instability or software malfunctions. Regular maintenance of the TEMP folder ensures that such leftovers do not affect overall system stability.

6. Ensuring fresh installations and updates: Temporary files are often created when installing new software or updates. Conflicts with old temporary files can lead to installation errors. Clearing the TEMP folder before such processes can lead to smoother and more reliable installations.

While periodically cleaning out the TEMP folder is beneficial, it's essential to ensure that no necessary or currently used files are removed. Closing most running applications before cleaning can help minimize the risk of deleting files that are in use.

Windows Safe Mode is a Windows operating system diagnostic mode that starts your computer with a minimal set of drivers and services. This mode is designed to help troubleshoot and resolve issues that may prevent Windows from starting normally.

In this short video lesson, you will learn how to connect a Bluetooth device to your Windows 10 computer.

Unlock the power of performance assessment on Windows 10! In this brief lesson, you'll discover how to create a Windows Experience Index and gain insights into your system's capabilities. Learn to evaluate a PC's performance across key metrics, including processor speed, memory, graphics, and storage. Elevate your understanding of hardware performance and optimize your computing experience with this essential Windows 10 skill!

Revitalize your sluggish PC with this Windows 10 performance hack! Uncover effective strategies to boost your system's speed and responsiveness, from optimizing startup programs to managing background processes. Learn essential tips and tricks to streamline your PC's performance and enjoy a smoother computing experience. Say goodbye to lag and hello to enhanced productivity with this quick and actionable lesson!

Personalize your Windows 10 experience by renaming your computer! This quick tutorial walks you through the simple steps to give your device a unique and meaningful name. From accessing the System Properties to updating your computer's name, learn how to customize it to reflect your personality, organization, or purpose. Whether distinguishing between multiple devices on a network or adding a personal touch, renaming your Windows 10 computer is a breeze with this easy-to-follow guide!

Stay synchronized with the world by adjusting your date and time settings in Windows 10! This tutorial provides a straightforward walkthrough to help you easily modify your system's date and time. From accessing the Date & Time settings to selecting your time zone and adjusting the date and time manually, learn the steps to ensure your computer reflects the correct time and date. Whether traveling across time zones or needing to keep your system up-to-date, this guide ensures you're always in sync with accuracy and ease.

Empower your Windows 10 experience by creating a new local user account! This tutorial guides you through the process step-by-step, enabling you to establish additional user profiles for personalized computing. From accessing the User Accounts settings to defining account permissions and setting up a secure password, learn how to tailor each user's access and preferences to suit their needs. Creating a new local user account for family members, colleagues, or guests ensures a customized and secure computing environment for everyone.

Extend your Windows 10 evaluation period with ease using the rearm command! This tutorial demonstrates how to reset the 30-day trial period, giving you more time to explore the features and functionalities of Windows 10. Discover the step-by-step process to execute the rearm command via Command Prompt, effectively resetting the activation timer and providing additional time for evaluation. Whether you're testing Windows 10 for compatibility, development, or experimentation, rearming the evaluation period offers flexibility and convenience.

Microsoft recently introduced the User Choice Protection Driver (UCPD) into Windows 10 and 11 systems. This driver blocks access to UserChoice Registry keys. The primary purpose of the driver is to force users to use the Microsoft Edge Browser, which is set as the default browser for Windows 10 and 11.

This lesson provides a concise introduction to cybersecurity basics, focusing on essential concepts and practical tips to enhance your online security. Topics include common cyber threats, best practices for securing devices and networks, and strategies for safeguarding personal data. By the end, you'll have a foundational understanding of cybersecurity and the skills to protect yourself in the digital landscape.

Sysinternals Suite is a bundle of the Sysinternals utilities, including Process Explorer, Process Monitor, Sysmon, Autoruns, ProcDump, all of the PsTools, and many more.

Process Explorer is a great tool for digging into open files or resources and trying to open a file, but what if the file is already open? Process Explorer can help determine which application or process has the file open. It is a GUI-based utility and can be used as a Task Manager replacement. The utility has two panes of information. The top pane shows currently active processes on your system and includes information about the name, the account that owns the process, and the CPU usage of the process.

In this lab, you will learn how to use Sysinternals Process Explorer to find malware running on an affected machine.