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70-685 Enterprise Desktop Support Technician

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70-685 Enterprise Desktop Support Technician


Do you want to gain the expertise to support and maintain computer systems in an IT environment?

In today’s demanding and increasingly complex IT world achieving a certificate in Windows will help you reach your goals. It will prove to clients and employers that you have the required technical skills to do the job in the IT field.

The 70-685 Enterprise Desktop Support Technician course is designed for learners who face different types of troubleshooting tasks. These skills will enable you to work as an effective desktop support technician. The course will support learners who want the opportunity to explore troubleshooting issues in Windows 7.

Course Content

The course content includes how to solve software failures and installation escalations, solve enterprise logon issues, network connectivity issues, hardware failure issues, enterprise wireless connectivity issues and enterprise storage security issues and software update issues.

We offer hundreds of practice questions, simulated certification exams and extensive study material. Our latest practice exam online can be your first step to gain Microsoft certification and help you pass the exam 100%.

We recommend that you review the exam preparation tutorial and familiarise yourself with the resources before scheduling the exam. In addition, you will be given an extra two to three months so that you can enjoy the flexibility of training and studying at your own pace.

The course is internationally recognised and accredited to a training organisation and you will be issued an internationally recognised certificate following full completion of 70-685 Enterprise Desktop Support Technician course.

Why study at 1Training?

As improvements and advancements are made in technology online courses are no longer just conventional means of studying at affordable costs. In many aspects online training offers superiority to traditional learning. There is an effectiveness and convenience that traditional learning cannot provide. The overall convenience and flexibility makes it a superior learning method.

1Training offers the most convenient path to gain an internationally recognised qualification that will give you the opportunity to put into practice your skill and expertise in an enterprise or corporate environment. You can study at your own pace at 1Training and you will be provided with all the necessary material, tutorials, qualified course instructor and multiple free resources which include Free CV writing pack, Nus Discounted Card, Free career support and course demo to make your learning experience more rewarding.

What are the entry requirements?

The course is for end-users who work with Microsoft Windows 7 in an enterprise environment and those who are familiar using productivity applications in a corporate setting.

Key points of the course

  • Learners can enjoy in-depth training by a Microsoft qualified instructor
  • Repeat or rewind all your lectures
  • This gives you all the benefit of hands-on training with the flexibility of doing it at your convenience 24/7

Learning Outcomes

Learners will be expected to accomplish technical tasks such as the following.

  • Identifying desktop application issues and resolving them
  • Identifying networking issues
  • Supporting mobile based users
  • Identifying and resolving security issues
  • Maintaining Windows 7 client
  • The ability to resolve operating issues by email and telephone

Course Curriculum

  • Module 01: Identifying Cause And Resolving Desktop Application Issues
  • Module 02: Operating System Troubleshooting And Support
  • Module 03: Networking With Windows 7
  • Module 04: Configuring Security And Troubleshooting Issues
  • Module 05: Supporting Mobile Users
  • Module 06: Maintaining Hardware On Windows 7
  • Module 07: Centralizing Configurations
  • Module 08: User Login, Profiles And Access To Resources

Access Duration

The course will be directly delivered to you, and you will have unlimited access 24/7. You have 12 months access to the online learning platform from the date you joined the course, and you can do it from anywhere, anytime.

This Course is intended for?

  • Students who have experience using applications involved with operating systems
  • IT assistants who are familiar with working in an active directory domain environment
  • Desktop assistants who want to gain more expertise in operating systems
  • End-users who run Microsoft Windows 7 in a corporate environment
  • Learners wanting to use the application in a corporate environment


The exam will measure your ability to accomplish technical tasks listed under learning outcomes. Microsoft has written out these categories and assigned a percentage to each one. The percentage represents the weight they carry within the exam.

At the end of the course learners will be assessed by an official exam. Please note that we do not provide the official exam, which you will need to purchase separately. You can purchase the exam here:


Once you successfully complete the exam you will be awarded the 70-685 Enterprise Desktop Support Technician certificate.

Awarding Body

The certificate will be awarded by Microsoft. It will encourage recruiters and HR Managers to consider your CV and make you an esteemed employee in an enterprise environment.

Career Path and Salary 

  • Desktop support technician
  • Deskside support specialist
  •  IT support specialist

Average UK salary per annum for qualified Desktop Support Technician is £21,272 according to You can move onto better positions and negotiate a higher salary once you gain experience in the workplace with this qualification.

Key Features

Gain an accredited UK qualification

Access to excellent quality study materials

Learners will be eligible for TOTUM Discount Card

Personalized learning experience

One year’s access to the course

Support by phone, live chat, and email

Course Curriculum Total Units : 336
➤ Module 01: Identifying Cause and Resolving Desktop Application Issues
1.1 Role of Enterprise Technician
1.2 Troubleshooting Windows 7
1.3 Programs Troubleshooting
1.4 Using a Troubleshooter
1.5 Demo – Troubleshooter
1.6 Problem Steps Recorder
1.7 Problem Steps Recorder Output
1.8 Demo – Problem Steps Recorder
1.9 Software Installation Methods
1.10 Installing Applications
1.11 Using Group Policy to Install Software
1.12 Demo – GPO Driver Installation
1.13 Other Group Policy Settings
1.14 Group Policy and Software Restrictions
1.15 Order of Software Restriction Policies Processing
1.16 Enforcement Rules
1.17 AppLocker
1.18 AppLocker Requirements
1.19 Creating AppLocker Rules Procedure Reference
1.20 Demo – AppLocker Rules
1.21 AppLocker Advantages
1.22 AppLocker Disadvantages
1.23 Installation Permissions and Compatibility
1.24 Mitigation of Compatibility Issues
1.25 Application Compatibility Options
1.26 Digital Signing Software
1.27 Program Compatibility – Control Panel
1.28 Application Compatibility Toolkit Features
1.29 Application Compatibility Toolkit (ACT)
1.30 Running Applications in Compatibility Mode
1.31 Demo – Compatibility Toolkit
1.32 Other Tools to Know About
1.33 User Account Control (UAC)
1.34 Demo – User Account Control
1.35 Windows Installer
1.36 Identifying Cause of and Resolving Desktop Application Issues
1.37 Running Legacy Applications
1.38 How to Update Applications
1.39 Application Updates
1.40 Windows Update
1.41 Demo – Windows Update
1.42 WSUS
1.43 GPO Options – WSUS
1.44 WSUS Server Administrator
1.45 WSUS Options
1.46 Troubleshooting Windows Update
1.47 Windows Management Instrumentation (WMI)
1.48 WMI Tasks
1.49 Sample VB Script Using WMI
1.50 Internet Explorer
1.51 Internet Explorer Privacy Settings
1.52 Internet Explorer Add-Ons
1.53 Demo – Internet Explorer Add-Ons
1.54 Smart Screen Filter
1.55 Demo – Smart Screen Filter
1.56 Browsing History
1.57 Web Site Certificates
1.58 Group Policy Restrictions
1.59 Demo – Group Policy Restrictions
1.60 Restore Default Settings
1.61 Chapter 01 Review
➤ Module 02: Operating System Troubleshooting and Support
2.1 Startup Architecture
2.2 Windows Startup Recovery: Two Options
2.3 Windows Startup Recovery: Advanced Boot Options
2.4 Demo – Windows Advanced Startup Options F8
2.5 Recovery Tools in Windows RE
2.6 Demo – Windows RE
2.7 Windows System Restore
2.8 Demo – System Restore
2.9 BCD
2.10 MSConfig.exe
2.11 Demo – MSCONFIG
2.12 BCDEdit.exe
2.13 Demo – BCDEdit
2.14 Demo – Editing BCD
2.15 Safe Mode Options
2.16 Identifying Software Update Level
2.17 Demo – Identifying Software Update Level
2.18 Working with Services
2.19 Configuring Services
2.20 Demo – Configuring Services
2.21 Finding Problems with Services
2.22 Ways to Disable Services
2.23 Demo – SC Query
2.24 OS Troubleshooters
2.25 Troubleshooting Pack Components
2.26 Event Viewer
2.27 Demo – Event Viewer
2.28 Event Log Configuration
2.29 Properties in Event Viewer
2.30 Event Viewer and Task Scheduler
2.31 Demo – Attach a Task in Event Viewer
2.32 Event Forwarding
2.33 Creating Event Subscriptions
2.34 Enabling Subscriptions for Event Forwarding
2.35 System Restore
2.36 Windows Experience Index
2.37 How Scores Work Together
2.38 Demo – Windows Experience Index
2.39 Windows 7 and Language Packs
2.40 New Features of Language Packs
2.41 Language Pack Deployment Options
2.42 Multilingual Deployments
2.43 Language Deployment
2.44 Test Environments
2.45 Imaging
2.46 Windows Deployment Services
2.47 Unattended Setup – WDS
2.48 Microsoft Deployment Toolkit
2.49 ImageX Commands
2.50 ImageX Commands (Cont.)
2.51 Internet Explorer Compatibility
2.52 Enabling Compatibility
2.53 Demo – Internet Explorer Compatibility
2.54 Chapter 02 Review
➤ Module 03: Networking with Windows 7
3.1 Windows 7 Network Access
3.2 Demo – Network and Sharing Center
3.3 Demo – Connect/Disconnect VPN
3.4 Link Layer Topology Discover (LLTD)
3.5 Troubleshooting: Wired Networks
3.6 Troubleshooting: Wireless
3.7 Wireless Signal Strength
3.8 Network Protocols
3.9 Wireless Security
3.10 Encryption Methods
3.11 Wireless Profiles – Manual Configuration
3.12 Demo – Wireless GPO
3.13 Automatic Configuration
3.14 Network Hardware
3.15 Network Architecture
3.16 Network Scope
3.17 TCP/IP Configuration
3.18 Demo – IPCONFIG
3.19 TCP/IP Utilities
3.20 Demo – TCP/IP Utilities
3.21 Demo – Telnet
3.22 Testing Connectivity with IPv4
3.23 Demo – Testing Connectivity
3.24 IPv6
3.25 Name Resolution
3.26 Domain Name System (DNS)
3.27 Hosts File
3.28 Windows Internet Name Service (WINS)
3.30 Order of Name Resolution Methods
3.31 Link-local Multicast Name Resolution (LLMNR)
3.32 Troubleshooting: Name Resolution
3.33 IPSec
3.34 Authentication of Connections
3.35 Network Profiles
3.37 Remote Access Methods
3.38 VPN and Dial-up Authentication
3.39 Direct Access Configuration
3.40 Direct Access Authentication Methods
3.41 Connection Manager Administration Kit
3.42 Troubleshooting Remote Access
3.43 Branch Cache
3.44 Branch Cache – Configuration Options
3.45 Chapter 03 Review
➤ Module 04: Configuring Security and Troubleshooting Issues
4.1 Certificates
4.2 Certificate Types
4.3 Encrypting Files System
4.4 EFS Encryption Keys
4.5 Process of EFS
4.6 Recovery Agents
4.7 EFS Configuration
4.8 Best Practices for EFS
4.9 BitLocker Drive Encryption
4.10 BitLocker Recovery
4.11 How to Determine If Your Computer Has TPM
4.12 Group Policy Settings – BitLocker
4.13 BitLocker Best Practices
4.14 BitLocker to Go
4.15 Internet Explorer
4.16 Demo – Configuring Internet Explorer
4.17 User Account Control
4.18 Firewalls
4.19 Demo – Windows Advanced Firewall
4.20 Windows Firewall with Advanced Security
4.21 Create a New Rule
4.22 Exceptions
4.23 Conflicting Firewall Rules
4.24 Logging
4.25 Network Security Tools
4.26 Windows Defender
4.27 Demo – Netsh
4.28 Protecting the OS from Attacks
4.29 Types of Issues as a Result of Infection
4.30 Windows 7 Tools and Features
4.31 Demo – Registry Editor
4.32 Demo – Action Center
4.33 Demo – Windows 7 Action Center
4.34 Protecting the PC Proactively
4.35 Programs to Assist
4.36 Most Effective
4.37 Anti-Virus Software
4.38 Microsoft Security Essentials
4.39 Spyware and Preventative Measures
4.40 Internet Explorer Protection
4.41 How to Know If Your Infected
4.42 How to Respond to Infected PC
4.43 Chapter 04 Review
➤ Module 05: Supporting Mobile Users
5.1 VPN Networking
5.2 VPN Protocols
5.3 VPN Authentication Methods
5.4 Network Policies
5.5 Network Policies Flow
5.6 Remote Desktop
5.7 Demo – Remote Desktop
5.8 Configure Remote Desktop through GPO
5.9 Demo – GPO – RDP
5.10 Remote Assistance
5.11 Configuring Remote Assistance with GPO
5.12 Network Access Protection
5.13 Troubleshooting NAP
5.14 Direct Access
5.15 DirectAccess Configuration Notes
5.16 Branch Cache
5.17 Setting Power Management
5.18 Demo – Power Management
5.19 Chapter 05 Review
➤ Module 06: Maintaining Hardware on Windows 7
6.1 Types of Failures
6.2 Identifying Hardware Issues
6.3 Demo – Hardware Information
6.4 Troubleshooting Hardware
6.5 Devices Most Likely to Fail
6.6 Memory Failures
6.7 Hard Drive Failure
6.8 Demo – Hard Drives
6.9 Working with Hard Drive Issues
6.10 Network Card Issues
6.11 Power Supply Issues
6.12 Hardware Diagnostic Tools Summary
6.13 Resource Monitor
6.14 Demo – Resource Monitor
6.15 Performance Monitor
6.16 Demo – Performance Monitor
6.17 What Are Data Collector Sets?
6.18 Demo – Data Collector Sets
6.19 What Is Reliability Monitor?
6.20 Demo – Reliability Monitor
6.21 Performance Issues
6.22 Demo – Process Affinity
6.23 Common Components
6.24 Device Drivers
6.25 Removing Unsigned Drivers
6.26 PNPUtil.exe
6.27 Driver Verifier
6.28 Updating Drivers
6.29 Safe Mode
6.30 Safe Mode Notes
6.31 Legacy Programs with Driver Install
6.32 Configuring Page File
6.33 Demo – Virtual Memory
6.34 Power Management
6.35 Managing USB Devices
6.36 Windows 7 Clients and Printer Installation
6.37 Mobile Users and Printing
6.38 XPS Based Printing
6.39 Printer Driver Issues
6.40 Print Spooler
6.41 Spooler Options
6.42 Configuration Options
6.43 Printer Pools
6.44 Installing Printers on the Network
6.45 Printers and Group Policy
6.46 How to Connect to Network Printers
6.47 Internet Printers
6.48 Printer Permissions
6.49 Location Aware Printing
6.50 Chapter 06 Review
➤ Module 07: Centralizing Configurations
7.1 What is Group Policy
7.2 Group Policy Settings
7.3 Demo – Local GPO
7.4 Tools to Determine Group Policy Issues
7.5 Demo – GPO Server
7.6 Administrative Templates
7.7 Group Policy Application and Processing Order
7.8 Settings That Can Affect Group Policy
7.9 GPO Examples
7.10 Synchronous GPO Processing
7.11 Asynchronous GPO Processing
7.12 Loopback Processing
7.13 GPO Troubleshooting
7.14 GPO Tools
7.15 Event Viewer
7.16 Event Forwarding
7.17 Chapter 07 Review
➤ Module 08: User Login, Profiles and Access to Resources
8.1 Login Process
8.2 Types of Authentication
8.3 Demo – User Accounts
8.4 Multi-factor Authentication
8.5 Network Infrastructure
8.6 Active Directory
8.7 Active Directory Infrastructure
8.8 Active Directory Topology
8.9 Network Based Services
8.10 DNS
8.11 Types of DNS Zones
8.12 Demo – DNS
8.13 DHCP
8.14 Time Servers
8.15 Trust Relationships
8.16 Trust Examples
8.17 Machine Accounts
8.18 Benefits of Pre-staging Computer Accounts
8.19 User Accounts
8.20 Cached Credentials
8.21 User Profiles
8.22 Local Profiles
8.23 Roaming User Profiles
8.24 Mandatory User Profiles
8.25 Troubleshooting: Login Settings
8.26 Troubleshooting: Logon Errors
8.27 Drive Mappings
8.28 Demo – Drive Mappings
8.29 Shared Folders
8.30 Offline Files
8.31 Offline File Settings – Server Side
8.32 Demo – Offline Files
8.33 Configuring Offline Files – Client Side
8.34 Sync Center
8.35 Offline Files Options
8.36 Troubleshooting: Offline Files
8.37 Transparent Caching
8.38 NTFS Security
8.39 Combining Shared Permissions with NTFS Permissions
8.40 Inheritance
8.41 NTFS DENY Permission
8.42 Using DFS for Access to File Resources
8.43 How DFS Works
8.44 Notes About DFS
8.45 Restoring Files – Local and Network
8.46 Backups
8.47 Chapter 08 Review
8.48 Course Closure
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