Thank you for visiting us. We are currently updating our shopping cart and regret to advise that it will be unavailable until September 1, 2014. We apologise for any inconvenience and look forward to serving you again.

Wiley
Wiley.com
Print this page Share
Textbook

70-685 Windows 7 Enterprise Desktop Support Technician, Revised and Expanded 1e

70-685 Windows 7 Enterprise Desktop Support Technician, Revised and Expanded 1e (EHEP002139) cover image
This Microsoft Official Academic Course (MOAC) 70-685 Windows 7 Enterprise Desktop Support Technician, Revised First Edition fully prepares your students as they master the necessary skills for their MOAC Windows Server MCTS certification exam. This new edition contains a large number of new labs with an even greater emphasis on the troubleshooting tasks that students will encounter as they learn the skills of a desktop support technician. The labs will continue to support their corresponding textbook lessons and will provide students the opportunity to explore Windows 7 troubleshooting issues in great detail.
See More

Lesson 1: Introduction to Windows 7 1

Objective Domain Matrix 1

Key Terms 1

Introducing Windows 7 2

Selecting Computer Hardware 2

Installing Windows 7 7

Using the Control Panel 8

Looking at User Account Control 10

Configuring System Settings 12

Changing Computer Name and Domain Settings 12

Changing Date and Time 14

Using the Action Center 14

Troubleshooting Using the Control Panel 16

Using Microsoft Management Console and

Administrative Tools 16

Using Computer Management Console 18

Looking at Services 18

Looking at the Registry 20

Using a Troubleshooting Methodology 22

Viewing System Information 23

Using the Event Viewer 24

Skill Summary 26

Knowledge Assessment 27

Case Scenarios 29

Lesson 2: Resolving IP Connectivity Issues 30

Objective Domain Matrix 30

Key Terms 30

Connecting to a Network 31

Understanding TCP/IP 31

Looking at IPv4 Networks 32

Using Private Networks and NAT 33

Looking at IPv6 Networks 34

Using the Default Gateway 35

Understanding Name Resolution 35

Configuring IP Address Settings 37

Managing Network Discovery and Sharing Services 40

Understanding Ports 41

Troubleshooting IP Network Problems 42

Viewing IP Configuration 43

Testing Network Connectivity 44

Testing Name Resolution 46

Viewing Port Usage 48

Skill Summary 50

Knowledge Assessment 51

Case Scenarios 53

Lesson 3: Understanding Workgroups and Active Directory 54

Objective Domain Matrix 54

Key Terms 54

Introducing Workgroups and

Non-Domain Computers 55

Understanding Authentication and Logins 55

Using the User Accounts Control Panel 56

Using the Local Users and Groups Snap-In 58

Utilizing User Profiles 60

Utilizing Credential Manager 61

Introducing Directory Services with Active Directory 61

Understanding Active Directory Domains 62

Introducing Domain Controllers 62

Looking at Organizational Units 63

Examining Objects 64

Using Groups 67

Introducing Group Policies 68

Understanding Rights versus Permissions 70

Utilizing Account Lockout Policies 72

Utilizing Password Control 73

Understanding Auditing 74

Troubleshooting Authentication Issues 76

Skill Summary 77

Knowledge Assessment 78

Case Scenarios 80

Lesson 4: Troubleshooting

Mobile Connectivity Problems 81

Objective Domain Matrix 81

Key Terms 81

Introducing Windows 7 and Wireless Technology 82

Understanding Wireless Standards 82

Utilizing Wireless Security 83

Configuring Wireless Adapters 84

Using Group Policies and Scripts to Configure Wireless Settings 86

Creating a Bootstrap Wireless Profile 88

Troubleshooting Wireless Connection

Problems 89

Introducing Remote Access 90

Tunneling Protocols 91

Working with Authentication and Authorization 92

Using Split Tunneling 93

Troubleshooting VPN Client Connectivity 94

Understanding DirectAccess 95

Looking at the DirectAccess Connection Process 96

Troubleshooting DirectAccess 96

Skill Summary 97

Knowledge Assessment 100

Case Scenarios 102

Lesson 5: Troubleshooting Hardware Issues 103

Objective Domain Matrix 103

Key Terms 103

Troubleshooting Hardware Devices 103

Using Memory Diagnostic Tool 104

Resolving Faulty Power Problems 105

Testing Drives 106

Troubleshooting Ports, Video, and Sound 108

Managing Devices and Device Drivers 109

Using Plug and Play Devices 109

Using Signed Drivers 110

Using Devices and Printers 110

Using Device Manager 111

Skill Summary 114

Knowledge Assessment 115

Case Scenarios 117

Lesson 6: Troubleshooting Startup Problems 118

Objective Domain Matrix 118

Key Terms 118

Understanding the Boot Process 118

Using BCDEdit 119

Using the Advanced Boot Menu 122

Using System Configuration 124

Using Windows 7 Repair Tools 126

Running Startup Repair 127

Using the BootRec Command 128

Skill Summary 129

Knowledge Assessment 130

Case Scenarios 132

Lesson 7: Understanding and Troubleshooting File Access 133

Objective Domain Matrix 133

Key Terms 133

Understanding NTFS 134

Looking at NTFS Permissions 134

Understanding Effective NTFS

Permissions 137

Copying and Moving Files 140

Looking at Folder and File Owners 140

Sharing Drives and Folders 141

Using Homegroups 141

Using Public Sharing 143

Using Basic Sharing 144

Using Advanced Sharing 144

Looking at Special and Administrative Shares 146

Troubleshooting File Access Problems 146

Understanding Backups 147

Defining Backup Items 147

Understanding Backup Methods 147

Using Microsoft Windows Backup 148

Using System Protection and Restore Points 149

Understanding File Access Auditing 152

Skill Summary 153

Knowledge Assessment 154

Case Scenarios 156

Lesson 8: Troubleshooting Printer Problems 157

Objective Domain Matrix 157

Key Terms 157

Using Printers 157

Installing Printers 158

Looking at Printer Properties 162

Understanding Printer Permissions 164

Managing the Print Jobs 164

Using Printer Priorities and Scheduling 166

Using Internet Printing 167

Troubleshooting Network Printing 168

Understanding Printer Auditing 169

Skill Summary 169

Knowledge Assessment 170

Case Scenarios 172

Lesson 9: Dealing with Software Issues 173

Objective Domain Matrix 173

Key Terms 173

Installing Programs, Roles, and Features 174

Managing Programs 174

Configuring Application Compatibility 175

Using Program Compatibility

Troubleshooter 175

Setting Compatibility Modes 175

Configuring Application Compatibility Policies 177

Using the Application Compatibility Toolkit 178

Using Windows XP Mode 179

Restricting Applications 181

Understanding Software Restriction Policies 181

Using AppLocker 183

Troubleshooting Applications 184

Skill Summary 185

Knowledge Assessment 186

Case Scenarios 188

Lesson 10: Dealing with Performance Issues 189

Objective Domain Matrix 189

Key Terms 189

Understanding Performance 189

Using Windows Experience Index 190

Understanding Virtual Memory and Paging File 191

Using Task Manager 192

Using Performance Monitor 194

Using Resource Monitor 196

Understanding Power Management 197

Understanding Power Plans 198

Troubleshooting Performance Problems 202

Skill Summary 202

Knowledge Assessment 203

Case Scenarios 205

Lesson 11: Troubleshooting Internet Explorer 206

Objective Domain Matrix 206

Key Terms 206

Administering Internet Explorer 206

Configuring Compatibility Mode 207

Managing Add-Ons 208

Looking at RSS Feeds 212

Securing Internet Explorer 213

Utilizing Cookies and Privacy Settings 213

Examining Content Zones 217

Using Dynamic Security and Protected Mode 219

Understanding SmartScreen Filters and Phishing 220

Working with SSL and Certificates 221

Skill Summary 222

Knowledge Assessment 223

Case Scenarios 225

Lesson 12: Resolving Security Issues 226

Objective Domain Matrix 226

Key Terms 226

Introducing Security 227

Looking at Malicious Software 228

Identifying Types of Malware 228

Identifying Symptoms of Malware 230

Protecting Yourself from Malware 231  

Removing Malware 235

Looking at a Virus Hoax 236

Understanding Windows Updates 236

Understanding Encryption 239

Using File Encryption with NTFS 240

Using Disk Encryption with Windows 7 242

Skill Summary 245

Knowledge Assessment 247

Case Scenarios 249

Index 251

See More
Instructors Resources
Wiley Instructor Companion Site
DREAMSPARK PREMIUM Subscription
Instructors Guide
—Following items are included in the instructors guide: Lesson plans Syllabi for various term lengths Rubrics for grading end of chapter projects Solutions to textbook exercises Student data files Suggestions for classroom instruction and homework exercises Figure Files
SYLLABI
Test Bank
—Contains hundreds of questions. Exam questions available for use with computerized test generation system. Also available in Word format. Answer key provided, graphics supported, various question formats included. Can create and edit questions and create random versions of each exam.
PowerPoint Presentations
—Created to convey key concepts addressed in the text.
MICROSOFT TRAINING RESOURCES
Wiley Faculty Network virtual seminars presented by Microsoft program and product managers and WFN faculty mentors. Topics selected to aid teachers getting ready to teach the latest versions of Microsoft software courses. Visit http://www.wherefacultyconnect.com for dates and times of seminars.
TRAINING RESOURCES
EXAMVIEW TEST BANK
Available Materials
by Microsoft Official Academic Course
978-1-118-14022-2
September 2011, ©2011, Paperback
by Microsoft Official Academic Course
978-1-118-13451-1
August 2011, ©2012, Paperback (E-book also available)
The lab manual is included with appropriate sets, or can be purchased separately.
by Microsoft Official Academic Course
978EOARC00109
December 2012, ©2012, Digital Content
by Microsoft Official Academic Course
978-1-118-41296-1
May 2012, ©2012, Paperback
ENHANCE YOUR COURSE
CourseSmart
Instant access to textbooks as eTextbooks.
Learn more
Digital evaluation copy available for this title
Request Copy
Contact your Wiley Representative
Find Your Rep
See More
See Less
Students Resources
Wiley Student Companion Site
Available Materials
by Microsoft Official Academic Course
978-1-118-14022-2
September 2011, ©2011, Paperback
by Microsoft Official Academic Course
978-1-118-13451-1
August 2011, ©2012, Paperback (E-book also available)
The lab manual is included with appropriate sets, or can be purchased separately.
by Microsoft Official Academic Course
978EOARC00109
December 2012, ©2012, Digital Content
by Microsoft Official Academic Course
978-1-118-41296-1
May 2012, ©2012, Paperback
ADDITIONAL RESOURCES
CourseSmart
Instant access to textbooks as eTextbooks.
Learn more
See More
See Less
Purchase Options
Wiley E-Text   
Exam 70-685 Windows 7 Enterprise Desktop Support Technician Revised and Expanded Version Lab Manual
ISBN : 978-1-118-29112-2
144 pages
December 2011, ©2012
$31.00   BUY

Wiley E-Text   
Exam 70-685: Windows 7 Enterprise Desktop Support Technician, Revised and Expanded Version
ISBN : 978-1-118-29109-2
504 pages
December 2011, ©2012
$71.50   BUY

Digital Content   
70-685 MOAC Labs Online OA Reg Code with Wiley eText Digital Set
ISBN : 978-1-118-75822-9
July 2013, ©2013
$124.50   BUY

Paperback   
Exam 70-685: Windows 7 Enterprise Desktop Support Technician, Revised and Expanded Version
ISBN : 978-1-118-13450-4
504 pages
August 2011, ©2012
$147.95   BUY

Paperback   
Exam 70-685: Windows 7 Enterprise Desktop Support Technician Revised and Expanded Version with Lab Manual Set
ISBN : 978-1-118-15256-0
654 pages
August 2011, ©2012
$168.95   BUY

Paperback   
Exam 70-685: Windows 7 Enterprise Desktop Support Technician Revised and Expanded Version with MOAC Labs Online Set
ISBN : 978-1-118-16420-4
504 pages
August 2011, ©2012
$210.95   BUY

Paperback   
Exam 70-685: Windows 7 Enterprise Desktop Support Technician Revised and Expanded Version with Lab Manual and MOAC Labs Online Set
ISBN : 978-1-118-17833-1
656 pages
August 2011, ©2012
$228.95   BUY

Related Titles

Back to Top