by Integrity Training | Publisher: Stone River eLearning | Release Date: August 2018 | ISBN: 300000006A0147

The 70-685: Enterprise Desktop Support Technician training course is ideal for the IT support staff responsible for day-to-day troubleshooting of the end-user devices running on Microsoft Windows. The course enhances the students’ knowledge of Windows XP and Windows Vista so that they are able to work on Windows 7 as Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The ultimate goal of this training is to enable the candidates to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 environment. The course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista and want to work as Windows 7 Enterprise Desktop Support Technicians (EDSTs). The course is based on the official exam contents of the 70-685 exam and prepares the candidates for the same. The certification exam is the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.

1. Course Introduction
   • Introduction 00:01:01
   • Course Introduction 00:03:17
   • Instructor Introduction 00:00:10
2. Chapter 01 - Identifying Cause and Resolving Desktop Application Issues
   • Identifying Cause and Resolving Desktop Application Issues 00:02:01
   • Role of Enterprise Technician 00:05:14
   • Troubleshooting Windows 7 00:05:21
   • Programs Troubleshooting 00:01:23
   • Using a Troubleshooter 00:02:40
   • Demo - Troubleshooter 00:04:26
   • Problem Steps Recorder 00:01:33
   • Problem Steps Recorder Output 00:02:12
   • Demo - Problem Steps Recorder 00:05:28
   • Software Installation Methods 00:04:08
   • Installing Applications 00:01:18
   • Using Group Policy to Install Software 00:05:07
   • Demo - GPO Driver Installation 00:07:57
   • Other Group Policy Settings 00:02:58
   • Group Policy and Software Restrictions 00:01:29
   • Order of Software Restriction Policies Processing 00:01:48
   • Enforcement Rules 00:01:04
   • AppLocker 00:01:07
   • AppLocker Requirements 00:01:07
   • Creating AppLocker Rules Procedure Reference 00:00:28
   • Demo - AppLocker Rules 00:05:22
   • AppLocker Advantages 00:01:02
   • AppLocker Disadvantages 00:00:47
   • Installation Permissions and Compatibility 00:01:20
   • Mitigation of Compatibility Issues 00:02:43
   • Application Compatibility Options 00:02:08
   • Digital Signing Software 00:01:54
   • Program Compatibility - Control Panel 00:00:28
   • Application Compatibility Toolkit Features 00:01:46
   • Application Compatibility Toolkit (ACT) 00:01:22
   • Running Applications in Compatibility Mode 00:00:26
   • Demo - Compatibility Toolkit 00:03:50
   • Other Tools to Know About 00:01:10
   • User Account Control (UAC) 00:02:45
   • Demo - User Account Control 00:05:12
   • Windows Installer 00:01:45
   • Identifying Cause of and Resolving Desktop Application Issues 00:02:13
   • Running Legacy Applications 00:02:26
   • How to Update Applications 00:01:22
   • Application Updates 00:01:20
   • Windows Update 00:02:18
   • Demo - Windows Update 00:04:18
   • WSUS 00:01:28
   • GPO Options - WSUS 00:01:14
   • WSUS Server Administrator 00:02:12
   • WSUS Options 00:00:45
   • Troubleshooting Windows Update 00:01:19
   • Windows Management Instrumentation (WMI) 00:01:33
   • WMI Tasks 00:01:08
   • Sample VB Script Using WMI 00:05:06
   • Internet Explorer 00:02:28
   • Internet Explorer Privacy Settings 00:05:07
   • Internet Explorer Add-Ons 00:01:12
   • Demo - Internet Explorer Add-Ons 00:02:56
   • Smart Screen Filter 00:00:46
   • Demo - Smart Screen Filter 00:01:21
   • Browsing History 00:01:32
   • Web Site Certificates 00:03:12
   • Group Policy Restrictions 00:01:40
   • Demo - Group Policy Restrictions 00:05:40
   • Restore Default Settings 00:00:52
   • Chapter 01 Review 00:01:33
3. Chapter 02 - Operating System Troubleshooting and Support
   • Operating System Troubleshooting and Support 00:00:45
   • Startup Architecture 00:02:34
   • Windows Startup Recovery: Two Options 00:01:53
   • Windows Startup Recovery: Advanced Boot Options 00:03:30
   • Demo - Windows Advanced Startup Options F8 00:03:33
   • Recovery Tools in Windows RE 00:02:27
   • Demo - Windows RE 00:09:42
   • Windows System Restore 00:03:38
   • Demo - System Restore 00:04:45
   • BCD 00:02:16
   • MSConfig.exe 00:06:02
   • Demo - MSCONFIG 00:11:35
   • BCDEdit.exe 00:01:13
   • Demo - BCDEdit 00:03:13
   • Demo - Editing BCD 00:08:47
   • Safe Mode Options 00:02:58
   • Identifying Software Update Level 00:01:39
   • Demo - Identifying Software Update Level 00:01:48
   • Working with Services 00:03:21
   • Configuring Services 00:02:08
   • Demo - Configuring Services 00:04:05
   • Finding Problems with Services 00:01:16
   • Ways to Disable Services 00:02:11
   • Demo - SC Query 00:03:20
   • OS Troubleshooters 00:03:53
   • Troubleshooting Pack Components 00:01:25
   • Event Viewer 00:03:11
   • Demo - Event Viewer 00:06:27
   • Event Log Configuration 00:00:38
   • Properties in Event Viewer 00:04:07
   • Event Viewer and Task Scheduler 00:01:02
   • Demo - Attach a Task in Event Viewer 00:06:13
   • Event Forwarding 00:02:37
   • Creating Event Subscriptions 00:02:47
   • Enabling Subscriptions for Event Forwarding 00:00:32
   • System Restore 00:02:01
   • Windows Experience Index 00:04:03
   • How Scores Work Together 00:02:25
   • Demo - Windows Experience Index 00:01:18
   • Windows 7 and Language Packs 00:01:37
   • New Features of Language Packs 00:01:26
   • Language Pack Deployment Options 00:00:55
   • Multilingual Deployments 00:00:42
   • Language Deployment 00:00:20
   • Test Environments 00:02:36
   • Imaging 00:01:49
   • Windows Deployment Services 00:00:47
   • Unattended Setup - WDS 00:00:34
   • Microsoft Deployment Toolkit 00:00:55
   • ImageX Commands 00:01:19
   • ImageX Commands (Cont.) 00:00:50
   • Internet Explorer Compatibility 00:03:22
   • Enabling Compatibility 00:01:27
   • Demo - Internet Explorer Compatibility 00:02:05
   • Chapter 02 Review 00:02:01
4. Chapter 03 - Networking with Windows 7
   • Networking with Windows 7 00:02:08
   • Windows 7 Network Access 00:01:30
   • Demo - Network and Sharing Center 00:11:40
   • Demo - Connect/Disconnect VPN 00:02:06
   • Link Layer Topology Discover (LLTD) 00:02:10
   • Troubleshooting: Wired Networks 00:04:43
   • Troubleshooting: Wireless 00:03:30
   • Wireless Signal Strength 00:03:03
   • Network Protocols 00:02:42
   • Wireless Security 00:05:20
   • Encryption Methods 00:02:53
   • Wireless Profiles - Manual Configuration 00:02:37
   • Demo - Wireless GPO 00:07:53
   • Automatic Configuration 00:03:16
   • Network Hardware 00:04:13
   • Network Architecture Part1 00:00:18
   • Network Architecture Part2 00:04:48
   • Network Architecture Part3 00:01:58
   • Network Scope 00:03:25
   • TCP/IP Configuration 00:11:06
   • Demo - IPCONFIG 00:05:16
   • TCP/IP Utilities 00:07:39
   • Demo - TCP/IP Utilities Part1 00:15:53
   • Demo - TCP/IP Utilities Part2 00:08:42
   • Demo - Telnet 00:04:17
   • Testing Connectivity with IPv4 00:08:34
   • Demo - Testing Connectivity 00:13:17
   • IPv6 00:03:50
   • Name Resolution 00:03:19
   • Domain Name System (DNS) 00:05:17
   • Hosts File 00:03:51
   • Windows Internet Name Service (WINS) 00:02:26
   • LMHOSTS 00:04:13
   • Order of Name Resolution Methods 00:02:18
   • Link-local Multicast Name Resolution (LLMNR) 00:01:29
   • Troubleshooting: Name Resolution 00:01:27
   • IPSec 00:03:38
   • Authentication of Connections 00:01:33
   • Network Profiles 00:01:38
   • Network Diagnostics 00:01:24
   • Remote Access Methods 00:06:10
   • VPN and Dial-up Authentication 00:02:33
   • Direct Access Configuration 00:01:01
   • Direct Access Authentication Methods 00:00:59
   • Connection Manager Administration Kit 00:00:55
   • Troubleshooting Remote Access 00:01:19
   • Branch Cache 00:00:32
   • Branch Cache - Configuration Options 00:00:42
   • Chapter 03 Review 00:01:09
5. Chapter 04 - Configuring Security and Troubleshooting Issues
   • Configuring Security and Troubleshooting Issues 00:01:55
   • Certificates 00:03:29
   • Certificate Types 00:00:34
   • Encrypting Files System 00:01:22
   • EFS Encryption Keys 00:01:41
   • Process of EFS 00:01:17
   • Recovery Agents 00:00:34
   • EFS Configuration 00:00:41
   • Best Practices for EFS 00:01:59
   • BitLocker Drive Encryption 00:01:45
   • BitLocker Recovery 00:00:37
   • How to Determine If Your Computer Has TPM 00:01:20
   • Group Policy Settings - BitLocker 00:00:18
   • BitLocker Best Practices 00:01:36
   • BitLocker to Go 00:00:38
   • Internet Explorer 00:02:12
   • Demo - Configuring Internet Explorer 00:13:13
   • User Account Control 00:03:34
   • Firewalls 00:03:25
   • Demo - Windows Advanced Firewall 00:09:07
   • Windows Firewall with Advanced Security 00:03:29
   • Create a New Rule 00:01:48
   • Exceptions 00:00:42
   • Conflicting Firewall Rules 00:00:37
   • Logging 00:01:24
   • Network Security Tools 00:01:22
   • Windows Defender 00:01:00
   • Demo - Netsh 00:07:18
   • Protecting the OS from Attacks Part1 00:02:04
   • Protecting the OS from Attacks Part2 00:03:27
   • Types of Issues as a Result of Infection 00:00:38
   • Windows 7 Tools and Features 00:02:57
   • Demo - Registry Editor 00:11:03
   • Demo - Action Center 00:03:19
   • Demo - Windows 7 Action Center 00:03:52
   • Protecting the PC Proactively 00:02:46
   • Programs to Assist 00:03:38
   • Most Effective 00:02:10
   • Anti -Virus Software 00:01:44
   • Microsoft Security Essentials 00:01:23
   • Spyware and Preventative Measures 00:01:01
   • Internet Explorer Protection 00:01:16
   • How to Know If Your Infected 00:01:06
   • How to Respond to Infected PC 00:03:30
   • Chapter 04 Review 00:01:09
6. Chapter 05 - Supporting Mobile Users
   • Chapter 05 - Supporting Mobile Users 00:01:53
   • Supporting Mobile Users 00:01:36
   • VPN Networking 00:02:36
   • VPN Protocols 00:03:43
   • VPN Authentication Methods 00:03:58
   • Network Policies 00:02:41
   • Network Policies Flow 00:02:50
   • Remote Desktop 00:09:37
   • Demo - Remote Desktop 00:03:09
   • Configure Remote Desktop through GPO 00:01:17
   • Demo - GPO - RDP 00:03:02
   • Remote Assistance 00:03:27
   • Configuring Remote Assistance with GPO 00:00:45
   • Network Access Protection 00:03:08
   • Troubleshooting NAP 00:00:43
   • Direct Access 00:01:42
   • DirectAccess Configuration Notes 00:01:10
   • Branch Cache 00:01:38
   • Setting Power Management 00:03:42
   • Demo - Power Management 00:06:02
   • Chapter 05 Review 00:00:55
7. Chapter 06 - Maintaining Hardware on Windows 7
   • Maintaining Hardware on Windows 7 00:00:38
   • Types of Failures 00:02:38
   • Identifying Hardware Issues 00:02:30
   • Demo - Hardware Information 00:04:51
   • Troubleshooting Hardware 00:01:03
   • Devices Most Likely to Fail 00:00:44
   • Memory Failures 00:03:29
   • Hard Drive Failure 00:02:09
   • Demo - Hard Drives 00:02:40
   • Working with Hard Drive Issues 00:01:55
   • Network Card Issues 00:02:57
   • Power Supply Issues 00:03:10
   • Hardware Diagnostic Tools Summary 00:01:05
   • Resource Monitor 00:02:49
   • Demo - Resource Monitor 00:06:45
   • Performance Monitor 00:01:32
   • Demo - Performance Monitor 00:10:30
   • What Are Data Collector Sets? 00:00:23
   • Demo - Data Collector Sets 00:06:14
   • What Is Reliability Monitor? 00:00:42
   • Demo - Reliability Monitor 00:03:37
   • Performance Issues 00:02:48
   • Demo - Process Affinity 00:03:55
   • Common Components 00:04:38
   • Device Drivers 00:01:10
   • Removing Unsigned Drivers 00:00:36
   • PNPUtil.exe 00:01:02
   • Driver Verifier 00:00:21
   • Updating Drivers 00:01:14
   • Safe Mode 00:01:10
   • Safe Mode Notes 00:01:34
   • Legacy Programs with Driver Install 00:01:39
   • Configuring Page File 00:03:32
   • Demo - Virtual Memory 00:03:25
   • Power Management 00:02:24
   • Managing USB Devices 00:01:41
   • Windows 7 Clients and Printer Installation 00:01:04
   • Mobile Users and Printing 00:01:18
   • XPS Based Printing 00:01:24
   • Printer Driver Issues 00:00:49
   • Print Spooler 00:02:35
   • Spooler Options 00:01:40
   • Configuration Options 00:01:46
   • Printer Pools 00:00:36
   • Installing Printers on the Network 00:01:05
   • Printers and Group Policy 00:00:42
   • How to Connect to Network Printers 00:01:35
   • Internet Printers 00:01:05
   • Printer Permissions 00:00:57
   • Location Aware Printing 00:00:23
   • Chapter 06 Review 00:01:13
8. Chapter 07 - Centralizing Configurations
   • Centralizing Configurations 00:00:28
   • What is Group Policy 00:01:41
   • Group Policy Settings 00:01:59
   • Demo - Local GPO 00:03:28
   • Tools to Determine Group Policy Issues 00:01:23
   • Demo - GPO Server 00:06:58
   • Administrative Templates 00:02:27
   • Group Policy Application and Processing Order 00:05:49
   • Settings That Can Affect Group Policy 00:00:39
   • GPO Examples 00:03:25
   • Synchronous GPO Processing 00:00:40
   • Asynchronous GPO Processing 00:01:08
   • Loopback Processing 00:02:04
   • GPO Troubleshooting 00:01:53
   • GPO Tools 00:01:17
   • Event Viewer 00:01:04
   • Event Forwarding 00:01:30
   • Chapter 07 Review 00:00:36
9. Chapter 08 - User Login, Profiles and Access to Resources
   • User Login, Profiles and Access to Resources 00:00:46
   • Login Process 00:04:43
   • Types of Authentication 00:02:13
   • Demo - User Accounts 00:04:10
   • Multi-factor Authentication 00:00:50
   • Network Infrastructure 00:01:38
   • Active Directory 00:01:24
   • Active Directory Infrastructure 00:04:54
   • Active Directory Topology 00:00:57
   • Network Based Services 00:01:59
   • DNS 00:01:12
   • Types of DNS Zones 00:01:09
   • Demo - DNS 00:02:58
   • DHCP 00:01:24
   • Time Servers 00:01:27
   • Trust Relationships 00:01:12
   • Trust Examples 00:02:38
   • Machine Accounts 00:04:15
   • Benefits of Pre-staging Computer Accounts 00:01:22
   • User Accounts 00:00:57
   • Cached Credentials 00:00:46
   • User Profiles 00:02:00
   • Local Profiles 00:01:05
   • Roaming User Profiles 00:00:17
   • Mandatory User Profiles 00:01:57
   • Troubleshooting: Login Settings 00:03:22
   • Troubleshooting: Logon Errors 00:00:46
   • Drive Mappings 00:02:24
   • Demo - Drive Mappings 00:05:05
   • Shared Folders 00:01:09
   • Offline Files 00:01:16
   • Offline File Settings – Server Side 00:01:21
   • Demo - Offline Files 00:06:21
   • Configuring Offline Files – Client Side 00:01:13
   • Sync Center 00:01:09
   • Offline Files Options 00:00:36
   • Troubleshooting: Offline Files 00:00:44
   • Transparent Caching 00:00:52
   • NTFS Security 00:02:33
   • Combining Shared Permissions with NTFS Permissions 00:01:40
   • Inheritance 00:00:44
   • NTFS DENY Permission 00:03:21
   • Using DFS for Access to File Resources 00:01:31
   • How DFS Works 00:01:25
   • Notes About DFS 00:02:07
   • Restoring Files – Local and Network 00:01:59
   • Backups 00:00:47
   • Chapter 08 Review 00:00:46
   • Course Closure 00:02:01



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