Enterprise Desktop Support Technician 🧑‍💻

As an Enterprise Desktop Support Technician (EDST), your job is to increase end-user productivity by troubleshooting and trying to solve the computer and system issues that end users experience. This requires that you understand your role in the support environment. An EDST must fulfill several roles in the support environment. A good EDST possesses technical expertise in addition to nontechnical aptitude, such as excellent interpersonal skills, that enable you to build rapport with end users and other members and users of the support environment.

As an EDST, you should be:

• • A good troubleshooter. An EDST can isolate an issue quickly by performing specific diagnostic tasks.

  • A knowledgeable resource. You should be familiar with relevant products, and can perform hardware and software installation tasks, system monitoring, and maintenance.

  • An effective communicator. Users may be distressed or upset, and you will need to manage these interpersonal and technical interactions simultaneously and effectively.

  • An information source. Even if you do not know the answer, you need to know where to get the answer and when to escalate a problem.

• Organizations typically structure their technical support into different tiers. The lowest tier typically manages end-user issues, and the highest tier responds to the most complex issues. New requests usually are assigned to tier 1, which most organizations refer to as the help desk. Tier 1 is where personnel categorize end-user problems and attempt to resolve them. If tier 1 help-desk staff cannot resolve the request, they typically will follow prescribed guidance within the organization’s troubleshooting methodology, and escalate the end user’s issue to tier 2 personnel.
  
   
  
  From <https://learn.microsoft.com/en-us/training/modules/explore-troubleshooting-methodologies/2-examine-enterprise-desktop-support-technician-role>
  
  Examine the Desktop Support Environment
  
  Completed100 XP
  
  

  • 3 minutes

• In a corporate support environment, you will encounter three types of networks: workgroups, domains, and cloud-based infrastructure. In all of these environments, end users can share common resources, such as files, folders, and printers. These three environments also provide security measures to secure and protect end users’ personal data, in addition to your organization’s network resources and data, from outside forces. Despite their similarities, there are important differences between workgroups, domains, and cloud-based infrastructure, which this section details.
  
  Workgroups
  
  Workgroups, or peer-to-peer networks, are logical groupings of networked computers that share resources. Workgroups are the easiest networks to set up and maintain, but they also are the least secure. Each computer maintains its own local security database, which contains the valid user accounts for signing in to that computer. The user accounts secure the data on each computer, and protect the computer from unwanted access. However, the network is decentralized, which means that no single computer provides centralized security of user accounts for all of the network’s computers.
  
   Note
  
  You typically would configure workgroups for home networks, small home offices, and small businesses in which the computers are in close proximity to one another and often are connected by using a hub, switch, or router. Larger corporations typically do not use workgroups, because they are not as secure as other network options.
  
  Domains
  
  Domains are logical groupings of networked computers that share a common user database. In addition, they manage security centrally on a single server, known as a domain controller, or on a group of servers (domain controllers). A single domain must have one or more domain controllers. These computers provide Active Directory Domain Services (AD DS), helping to secure access to resources, and providing a single point of administration.
  
  Domains are logical groupings which you configure independent of the network’s actual physical structure. Domains can span a building, city, state, country/region, or even the globe. You also can configure them for a small office. You can connect a domain’s computers by DirectAccess, virtual private network (VPN), Ethernet, broadband, satellite, or wireless connections.
  
   Note
  
  Larger companies and corporations typically configure domains because they are the most secure network option. They also are extensible and offer centralized security and management. Smaller companies generally do not use domains because they are more expensive, and require more attention than workgroups.
  
  Cloud-based infrastructure and services
  
  Many organizations choose to implement part or all of their network infrastructure, apps, and services in the cloud. When providing support to your users, you might begin to encounter cloud-based infrastructure and services, if you have not already.
  
   Note
  
  Some organizations extend to the cloud by using a hybrid model, which means that they shift some elements of their apps and infrastructure to the cloud. For example, in a hybrid Exchange environment, an organization will maintain its on-premises Exchange Server while also using Exchange Online in Microsoft 365.
  
  Microsoft provides a number of cloud-based apps and services, including:
  
  

  • Microsoft 365. Microsoft 365 delivers online versions of the Office applications and online business collaboration tools. Creating and managing Microsoft 365 accounts and apps is a common task for tier 1 help-desk staff and a tier 2 EDST.

  • Microsoft Azure. This is a public cloud environment, and it provides a collection of Microsoft cloud services that you can use to build and operate cloud-based apps and information technology (IT) infrastructure.

•  Note
  
  A global network of data centers host Azure services. Microsoft technicians manage these data centers 24 hours a day, seven days a week. Azure offers a 99.95 percent availability SLA for computing services.
  
  Azure services allow you to:
  
  

  • Create and operate cloud-based apps when you use a wide range of commonly used tools and frameworks.

  • Host workloads in the cloud infrastructure that comprise virtual machines and virtual networks.

  • Integrate cloud services with on-premises infrastructure.

•  
  
  Explore key stages and terminology of a troubleshooting methodology
  
  Completed100 XP
  
  

  • 3 minutes

• The details and terminology of various troubleshooting methodologies can vary, and there are no precise processes for troubleshooting computer-related problems. However, most methodologies share some common processes, procedures, and terminology, which this topic identifies.
  
  Classification
  
  When an end user first discovers and reports a computer problem, a series of classification processes begins. During these processes, you gather information from the end user in an attempt to establish the problem’s nature and scope. The initial discussion might reveal information that results in an immediate resolution to the problem, but with more complex or serious problems, you must continue to troubleshoot the issue to resolve it.
  
  Problems that affect many end users are more serious in terms of their impact on organizational productivity, and you must resolve them more quickly. Classification allows you time to determine the scope and impact of problems so that you can prioritize them.
  
  Even if you are immediately able to resolve a problem, you must log the problem by using your organization’s methodology. Appropriate logging procedures ensure that you do not lose any incident reports. Access to detailed incident reports allows organizations to monitor their IT systems more effectively and make informed decisions about those systems.
  
  Test
  
  When you have prioritized and logged a reported incident, the testing phase starts. During the testing phase, you use a number of processes to determine the probable cause of a reported problem. You might start by listing the possible causes. Typically, you might try to divide and isolate these possible causes.
  
  In computer systems, dividing and isolating possible causes might mean making a distinction between:
  
  

  • Server and workstation-related issues

  • Hardware and software

  • Operating systems and applications

• You can eliminate possible causes with this process, which in turn allows you to determine probable causes.
  
  When you reduce the list of possible causes to a manageable number, you can start a testing process. The testing process helps you determine the probable cause of the problem as you work through your list of potential causes.
  
  One way to troubleshoot an issue is to reproduce the problem in a test environment. If you can reproduce a problem easily, you likely can determine the probable cause. If a problem is more difficult to reproduce, you must study your results, and perhaps modify your initial thoughts about the problem’s probable cause.
  
  Escalation
  
  If you cannot determine a resolution during the initial testing phase, you must either consult additional documentation or escalate the problem. If you suspect that the issue stems from a component, you can escalate the problem to the component’s manufacturer. For other issues, you can escalate the issue within your organization, if you have the requisite internal resources. Your organization should have an established process for escalating reported incidents to your organization’s second-tier support staff. The second-tier support staff then asks questions to classify the problem’s scope and assign it a priority level.
  
  Report
  
  When you resolve an incident, you must document the resolution. Recording any changes to your IT system’s configuration is an important step. Problems often reoccur, and when you document them properly, you can save time resolving subsequent occurrences of the same problem.
  
   
  
  Examine the process of problem reporting
  
  Completed100 XP
  
  

  • 4 minutes

• Organizations benefit from having a process that all end users understand, with respect to the proper way to report support problems. A problem reporting process should include problem detection, self-help options that the user performs, how to contact their help desk, problem classification and initial support, and then problem escalation, resolution, and closure. The following sections describe these stages in more detail.
  
  Detect problems
  
  The process of reporting a problem starts when an end user detects a problem with their computer hardware, operating system, or application. If the problem is intermittent, the end user might take no immediate action. If the problem occurs again, the end user might take further action. End users might attempt to resolve the problem themselves or contact the help desk for assistance.
  
  Encourage self-help attempts by end users
  
  Whenever possible, encourage end users to help themselves. You can help end users resolve some problems quickly if the end user stops and thinks about the event or problem that occurred. If you provide adequate training for your end users, they'll have optimal performance from their applications and hardware, encounter fewer problems, and be more likely to resolve many problems themselves.
  
  Contact the help desk
  
  No matter how much training or encouragement end users receive, there always are problems that they can’t resolve. It's important to provide a proper procedure for contacting your help desk, and it's even more important to ensure that your end users understand this procedure. During this phase, help desk personnel should record the problem’s details in an incident record. If you don't already, consider using a database in which to record details of reported problems. You then can update the incident record in the help desk ticketing system as you work toward a resolution.
  
  If you can’t resolve the reported problem, assign the problem to other individuals in your organization. For complex problems, you might assemble a specialist team to resolve the problem. Update the incident record in the ticketing database to track information about activity that you or others perform in relation to the reported problem.
  
  Detail classification and initial support
  
  After an end user contacts the help desk, help desk staff should attempt to classify the problem, and then determine the problem’s scope and urgency. You and your fellow help desk staff can do this by asking end users specific questions about their problems, such as:
  
  

  • Who else has the same problem? If the problem is widespread, this points to a more general problem, and the problem is less likely to be only with the end user’s particular device. Additionally, problems affecting many end users are more urgent than those that affect only one end user.

  • When did you first notice the problem? For example, it might be that a device never worked properly. It's useful to know if the device has never worked properly, because this might indicate a problem with deployment rather than usage

  • What changed around the same time that you noticed the problem? If the end user recently installed new applications or updated drivers, and the problem arose after these changes, these changes possibly contributed to the problem that the end user is reporting.

• During this phase, you might determine a probable cause of the reported problem, but be careful not to jump to any conclusions. This could waste significant time and resources. Your goal during this phase is to define the problem accurately.
  
  Escalate a problem
  
  When a problem requires escalation between support tiers or to external vendors, ensure that you record an appropriate level of detail that you can pass to the next support level. You should have a clearly defined escalation procedure to ensure that you do this efficiently. Before you escalate the problem, you might want to include the following information in the incident report:
  
  

  • A precise description of the reported problem.

  • A record of any error messages associated with the problem.

  • A record of the resolution attempts that support staff made, and the results of each attempted fix.

  • A record relating to any diagnostics tools that support staff use.

• The length of time that can elapse before you must escalate the problem. You might consider escalation to external vendors when:
  
  

  • You can’t resolve the problem.

  • You have insufficient internal resources to resolve the problem.

  • Your organization doesn't have the required skills to resolve the problem.

• You've identified the problem’s probable cause, and it lies with a specific non-Microsoft component. Whenever you escalate a problem, always retain ownership of the problem, and use the database record to track progress toward a resolution. Additionally, ensure that you provide any necessary assistance to other support tiers and external vendors.
  
  Resolve a problem
  
  After you determine a probable cause and develop an action plan, you should perform an assessment of the plan, which should include:
  
  

  • Details regarding any liaisons with any specialist support staff that helped implement the plan.

  • Completion of any required requests according to change management procedures.

  • Analysis of the possible impact of proposed changes on the IT infrastructure.

  • Testing details for the proposed plan.

  • Details of plans to roll back changes if they don't achieve the desired result.

• After you assess the proposed action plan, you can execute it. If the action plan doesn't resolve the problem, consider whether to roll back the changes that you have made according to the action-plan assessment. You also must revisit the classification phase, because it's possible that the initial diagnosis and classification were incorrect.
  
  Close a problem
  
  After you resolve a problem successfully, you must close it. To close a problem, update any database records that relate to it, and indicate that you implemented a permanent resolution for the problem. You then can close the database record.
  
  
  Explain all and give exemples use cases and tips for all : Chapter 1 Getting started with the Sysinternals utilities Chapter 2 Windows core concepts Part II: Usage guide Chapter 3 Process Explorer Chapter 4 Autoruns Chapter 5 Process Monitor Chapter 6 ProcDump Chapter 7 PsTools Chapter 8 Process and diagnostic utilities Chapter 9 Security utilities Chapter 10 Active Directory utilities Chapter 11 Desktop utilities Chapter 12 File utilities Chapter 13 Disk utilities Chapter 14 Network and communication utilities Chapter 15 System information utilities Chapter 16 Miscellaneous utilities Part III: Troubleshooting — "The Case of the Unexplained..." Chapter 17 Error messages Chapter 18 Crashes Chapter 19 Hangs and sluggish performance Chapter 20 Malware Chapter 21 Understanding system behavior Chapter 22 Developer troubleshooting
  
  ChatGPT said:
  
  ChatGPT
  
  Here’s a detailed overview of each chapter, including examples, use cases, and tips for utilizing Sysinternals Utilities effectively. This outline will serve as a comprehensive guide for study and practical application.
  
   
  
  Part I: Foundations
  
  Chapter 1: Getting Started with the Sysinternals Utilities
  
  Overview:
  
  Sysinternals tools are advanced utilities for troubleshooting and managing Windows systems. Learn their purpose, installation, and basic usage.
  
  Key Use Cases:
  
  

  • Troubleshooting performance issues (e.g., identifying resource-hogging processes).

  • Malware analysis (e.g., scanning autostart entries).

  • Monitoring system events in real time.

• Tips:
  
  

  • Use the Sysinternals Live service by accessing tools directly from the web: \\live.sysinternals.com\tools.

  • Familiarize yourself with basic utilities like Process Explorer and Autoruns as starting points.

•  
  
  Chapter 2: Windows Core Concepts
  
  Overview:
  
  Understand the key principles of Windows internals: processes, threads, handles, DLLs, and the registry.
  
  Key Use Cases:
  
  

  • Identifying dependencies between processes using Process Explorer.

  • Understanding registry interactions through Process Monitor.

• Tips:
  
  

  • Learn about Windows security models (e.g., ACLs and tokens) to diagnose permission issues.

  • Map critical system calls to their tools, such as ZwOpenFile for file system diagnostics.

•  
  
  Part II: Usage Guide
  
  Chapter 3: Process Explorer
  
  Overview:
  
  A powerful task manager replacement to view detailed process information.
  
  Key Use Cases:
  
  

  • Investigating CPU or memory spikes.

  • Identifying processes locking files or registry keys.

  • Viewing DLL dependencies.

• Tips:
  
  

  • Press Ctrl+D to toggle DLL view

4o🐈💨

ChatGPT said:


Chapter 4: Autoruns

Overview:

Autoruns lists all programs configured to start automatically during system boot or login.

Key Use Cases:

• • Malware detection: Identify suspicious startup entries.

  • System optimization: Disable unnecessary autostart items to improve performance.

• Tips:
  
  

  • Use the "Hide Microsoft Entries" option to focus on third-party items.

  • Export results (File > Save) for documentation or sharing during troubleshooting.

•  
  
  Chapter 5: Process Monitor (ProcMon)
  
  Overview:
  
  ProcMon provides real-time monitoring of file system, registry, and process/thread activity.
  
  Key Use Cases:
  
  

  • Tracking file access errors (e.g., "Access Denied").

  • Debugging application behavior (e.g., identifying missing DLLs).

  • Analyzing registry operations for configuration issues.

• Tips:
  
  

  • Use filters (Filter > Filter...) to narrow down events by process name, path, or operation type.

  • Combine ProcMon logs with Process Explorer for detailed root-cause analysis.

•  
  
  Chapter 6: ProcDump
  
  Overview:
  
  ProcDump captures process memory dumps, which are useful for diagnosing crashes or hangs.
  
  Key Use Cases:
  
  

  • Analyzing crash dumps to identify problematic code.

  • Monitoring and dumping processes that trigger CPU thresholds.

• Tips:
  
  

  • Use procdump -h to monitor a process for unresponsive behavior and generate a dump.

  • Combine with WinDbg or Visual Studio for analyzing captured dumps.

•  
  
  Chapter 7: PsTools
  
  Overview:
  
  A suite of command-line tools for managing systems remotely.
  
  Key Use Cases:
  
  

  • Remote task management: Use PsExec to execute commands on a remote system.

  • Process killing: PsKill terminates processes by ID or name across systems.

  • System monitoring: PsList retrieves running processes and system information.

• Tips:
  
  

  • Combine with batch scripts for automating repetitive tasks.

  • Use PsInfo for gathering remote system configurations.

•  
  
  Chapter 8: Process and Diagnostic Utilities
  
  Overview:
  
  These utilities focus on detailed process management and diagnostics, such as Handle, ListDLLs, and VMMap.
  
  Key Use Cases:
  
  

  • Identifying locked files: Use Handle to find processes holding locks.

  • DLL issues: Use ListDLLs to identify loaded modules and potential conflicts.

  • Memory usage analysis: Use VMMap to visualize a process's memory usage.

• Tips:
  
  

  • Run utilities as Administrator for access to all system resources.

  • Use handle -p <process_name> to list handles specific to a process.

•  
  
  Chapter 9: Security Utilities
  
  Overview:
  
  Tools like AccessChk and Sysmon help analyze security configurations and log activity.
  
  Key Use Cases:
  
  

  • Auditing file system permissions with AccessChk.

  • Monitoring malicious activity with Sysmon's event logging.

• Tips:
  
  

  • Configure Sysmon with a custom XML configuration for targeted monitoring.

  • Use AccessChk with -s to recursively check subdirectory permissions.

•  
  
  Chapter 10: Active Directory Utilities
  
  Overview:
  
  These tools, such as AdExplorer and AdInsight, focus on AD management and troubleshooting.
  
  Key Use Cases:
  
  

  • Viewing and analyzing AD objects using AdExplorer.

  • Monitoring LDAP traffic with AdInsight.

• Tips:
  
  

  • Use AdExplorer snapshots to document AD configurations and compare changes.

  • Combine AdInsight with ProcMon to diagnose AD-based application issues.

•  
  
  Chapter 11: Desktop Utilities
  
  Overview:
  
  Tools for personal productivity and customization, such as ZoomIt and Desktops.
  
  Key Use Cases:
  
  

  • Annotating screens during presentations with ZoomIt.

  • Creating virtual desktops to organize tasks using Desktops.

• Tips:
  
  

  • Set up hotkeys in ZoomIt for quick annotation during meetings.

  • Use Desktops to separate work and personal tasks on a single monitor.

•  
  
  Chapter 12: File Utilities
  
  Overview:
  
  Tools like FileMon and Streams provide insights into file system behavior.
  
  Key Use Cases:
  
  

  • Identifying file access patterns with FileMon.

  • Removing NTFS alternate data streams (ADS) using Streams.

• Tips:
  
  

  • Use streams -d to delete unwanted alternate data streams.

  • Combine with ProcMon for file system debugging.

•  
  
  Chapter 13: Disk Utilities
  
  Overview:
  
  Disk-focused tools like Disk2vhd and Contig optimize or manage storage.
  
  Key Use Cases:
  
  

  • Converting physical disks to VHDs for virtualization with Disk2vhd.

  • Defragmenting specific files using Contig.

• Tips:
  
  

  • Use Disk2vhd to back up systems before migrating to virtual environments.

  • Run contig -a to analyze file fragmentation without defragmenting.

•  
  
  Chapter 14: Network and Communication Utilities
  
  Overview:
  
  Network tools like TCPView and BgInfo monitor communication and provide system overviews.
  
  Key Use Cases:
  
  

  • Viewing open TCP connections with TCPView.

  • Displaying system info on the desktop with BgInfo.

• Tips:
  
  

  • Use TCPView to monitor suspicious network activity.

  • Customize BgInfo output for IT documentation.

•  
  
  Chapter 15: System Information Utilities
  
  Overview:
  
  Gather detailed system information with tools like Autoruns and Process Explorer.
  
  Key Use Cases:
  
  

  • Diagnosing performance issues.

  • Auditing system configurations.

• Tips:
  
  

  • Export tool outputs for offline analysis.

  • Schedule system reports using automation scripts.

•  
  
  Chapter 16: Miscellaneous Utilities
  
  Overview:
  
  Tools that don’t fit neatly into other categories, such as Hex2dec and BlueScreen.
  
  Key Use Cases:
  
  

  • Debugging hexadecimal error codes with Hex2dec.

  • Simulating BSODs for training with BlueScreen.

• Tips:
  
  

  • Use Hex2dec to interpret error codes during crash dump analysis.

  • Employ caution when using tools like BlueScreen in production environments.

•  
  
  Part III: Troubleshooting
  
  Chapter 17: Error Messages
  
  Key Use Cases:
  
  

  • Resolve errors by tracing system calls with ProcMon.

  • Identify root causes using error logs and debugging tools.

•  
  
  Chapter 18: Crashes💥 !
  
  Key Use Cases:
  
  

  • Capture memory dumps with ProcDump.

  • Analyze dumps using tools like WinDbg.

•  
  
  Chapter 19: Hangs and Sluggish Performance
  
  Key Use Cases:
  
  

  • Use Process Explorer to identify resource-hogging processes.

  • Monitor I/O activity with ProcMon.

•  
  
  Chapter 20: Malware
  
  Key Use Cases:
  
  

  • Identify malicious startup entries with Autoruns.

  • Log activity of suspicious processes with Sysmon.

•  
  
  Chapter 21: Understanding System Behavior
  
  Key Use Cases:
  
  

  • Correlate system behavior with specific processes using Sysinternals utilities.

•  
  
  Chapter 22: Developer Troubleshooting
  
  Key Use Cases:
  
  

  • Debug applications using ProcMon and Process Explorer.

Desktop shortcuts  ⌨️⏩

The following desktop keyboard shortcuts allows you to efficiently open, close, navigate, and perform tasks 

across the desktop environment, including the Start menu, Taskbar, Settings, and more. 

Alt + Esc 

Alt + F4 

Alt + F8 

Cycle through open windows. 

- Close active window. (If no active window is present, a shutdown box appears.) 

Reveals typed password in Sign-in screen. 

Alt + Left arrow key - Go back. 

Alt + Page Down - Move down one screen. 

Alt + Page Up - Move up one screen. 

Alt + Right arrow key - Go forward. 

Alt + Spacebar - Open context menu for the active window. 

Alt + Tab - Switch between open apps while pressing Tab multiple times. 

Alt + Underlined letter - Runs command for the underlined letter in apps. 

Ctrl + Alt + Tab - View open apps. 

Ctrl + Arrow keys - Change Start menu size. 

Ctrl + Arrow keys (to select) + Spacebar - Select multiple items on desktop or File Explorer. 

Ctrl + Click a grouped app button - Cycle through windows in the group from the Taskbar. 

Ctrl + Down arrow key - Move the cursor to the beginning of the next paragraph. 

Ctrl + F5 (or) Ctrl + R - Refresh current window. 

Ctrl + Left arrow key - Move the cursor to the beginning of the previous word. 

Ctrl + Right arrow key - Move the cursor to the beginning of the next word. 

Ctrl + Shift - Switch keyboard layout. 

Ctrl + Shift + Arrow key - Select block of text. 

Ctrl + Shift + Click app button - Run app as administrator from the Taskbar. 

Ctrl + Shift + Esc - Open Task Manager. 

Ctrl + Spacebar 

- Enable or disable Chinese IME. 

Ctrl + Up arrow key - Move the cursor to the beginning of the previous paragraph 

Shift + Arrow keys - Select multiple items. 

Shift + Click app button - Open another instance of an app from the Taskbar. 

Shift + FIO - Open context menu for selected item. 

Shift + Right-click app button - Show window menu for the app from the Taskbar. 

Shift + Right-click grouped app button - Show window menu for the group from the Taskbar. 

Virtual Desktop shortcuts 

The following virtual desktop shortcuts allows you to switch between the desktops, add or close the virtual 

desktops and more. 

Windows Key + Tab - Open Task view. 

Windows Key + Ctrl + D - Add a virtual desktop. 

Windows Key + Ctrl + Right arrow - Switch between virtual desktops you've created on the 

right. 

Windows Key + Ctrl + Left arrow - Switch between virtual desktops you've created on the left. 

Windows Key + Ctrl + F4 - Close the virtual desktop you're using. 

Windows Key shortcuts 

The "Windows key," when used with other keys, enables you to execute numerous handy tasks such as 

launching Settings, File Explorer, the Run command, and apps pinned to the Taskbar, as well as open specific 

features like Narrator or Magnifier. Additionally, you can manage windows and virtual desktops, take 

screenshots, lock the computer, and more. 

Here is a list of the most common keyboard shortcuts utilizing the Windows key. 

Windows Key - Open Start menu. 

Windows Key + A - Open Action center. 

Windows Key + Alt + D - Open date and time in the Taskbar. 

Windows Key + Alt + Number (0-9) - Open Jump List of the app in number position in the 

Taskbar. 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

+ B - Set focus notification area in the Taskbar. 

+ Comma (,) - Temporarily peek at the desktop. 

+ Ctrl + D - Create a virtual desktop. 

+ Ctrl + Enter - Open Narrator. 

+ Ctrl + F - Open search for the device on a domain network. 

+ Ctrl + F4 - Close active virtual desktop. 

+ Ctrl + Left arrow - Switch to the virtual desktop on the left. 

+ Ctrl + Number (0-9) - Switch to the last active window of the app in the number 

position in the Taskbar. 

Windows Key + Ctrl + Q - Open Quick Assist. 

Windows Key + Ctrl + Right arrow - Switch to the virtual desktop on the right. 

Windows Key + Ctrl + Shift + B - Wake up the device when black or a blank screen. 

Windows Key + Ctrl + Shift + Number (0-9) - Open another instance as an administrator of the 

app in the number position in the Taskbar. 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

+ Ctrl + Spacebar - Change previous selected input option. 

+ D - Display and hide the desktop. 

+ Down arrow key - Minimize app windows. 

+ E - Open File Explorer. 

+ Esc - Exit magnifier. 

+ F - Launch Feedback Hub app. 

+ Forward-slash (I) - Start IME reconversion. 

+ G - Launch Game bar app. 

+ H - Open dictation feature. 

+ Home - Minimize or maximize all but the active desktop window. 

+1- 

Open Settings. 

Set focus on a tip for Windows 10 when applicable. 

Open Connect settings. 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

+ L - Locks computer. 

+ Left arrow key - Snap app or window left. 

+ M - Minimize all windows. 

+ Minus (-) - Zoom out using the magnifier. 

+ Number (0-9) - Open the app in number position in the Taskbar. 

+ O - Lock device orientation. 

+ P - Open Project settings. 

+ Pause - Show System Properties dialog box. 

+ Period (.) or Semicolon (;) - Open emoji panel. 

+ Plus (+) - Zoom in using the magnifier. 

+ PrtScn - Capture a full screenshot in the "Screenshots" folder. 

+ R - Open Run command. 

+ Right arrow key - Snap app or window right. 

+ S (or Q) - Open Search. 

+ Shift + Down arrow key - Windows 11: Restore the window if it is snapped or 

maximized. Windows 10: Maximize or minimize active windows vertically while maintaining width. 

Windows Key 

Windows Key 

Windows Key 

the Taskbar. 

Windows Key 

Windows Key 

Windows Key 

screen. 

Windows Key 

Windows Key 

Windows Key 

Windows Key 

+ Shift + Left arrow key - Move active window to monitor on the left. 

+ Shift + M - Restore minimized windows on the desktop. 

+ Shift + Number (0-9) - Open another app instance in the number position in 

+ Shift + Right arrow key - Move active window to monitor on the right. 

+ Shift + S - Create part of the screen screenshot. 

+ Shift + Up arrow key - Stretch desktop window to the top and bottom of the 

+ Shift + V - Cycle through notifications. 

+ Spacebar - Change keyboard layout and input language. 

+ T - Cycle through apps in the Taskbar. 

+ Tab - Open Task View. 

Windows Key + U - Open Ease of Access settings. 

Windows Key + Up arrow key - Maximize app windows. 

Windows Key + V 

Windows Key + W 

Windows Key + X 

Windows Key + Y 

Windows Key + Z 

File Explorer shortcuts 

Open Clipboard bin. 

Open the Windows Ink Workspace. 

Open Quick Link menu. 

Change input between desktop and Mixed Reality. 

- Switch input between the desktop experience and Windows Mixed Reality. 

The following list of File Explorer shortcuts allows you access folders, navigation pane, search bar, address 

bars and more. 

Alt + D - Select address bar. 

Alt + Enter - Open Properties settings for the selected item. 

Alt + Left arrow key (or Backspace) - View previous folder. 

Alt + P - Display preview panel. 

Alt + Right arrow key - View next folder. 

Alt + Up arrow - Move up a level in the folder path. 

Ctrl + E (or F) 

- Select search box. 

Ctrl + F (or F3) 

- Start search. 

Ctrl + L - Focus on the address bar. 

Ctrl + Mouse scroll wheel - Change view file and folder. 

Ctrl + N - Open new window. 

Ctrl + Shift + E - 

Expands all folders from the tree in the navigation pane. 

Ctrl + Shift + N - Creates a new folder on desktop or File Explorer. 

Ctrl + Shift + Number (1-8) - Changes folder view. 

Ctrl + W - Close active window. 

• 

End 

- Scroll to the bottom of the window. 

- Switch active window full-screen mode. 

Fll 

Rename selected item. 

F2 

- Switch focus to address bar. 

F4 

Refresh File Explorer's current view. 

F5 

Cycle through elements on the screen. 

F6 - 

Home - Scroll to the top of the window. 

Windows key + E - Open File Explorer. 

Windows Settings page shortcuts 

Utilize the below shortcuts to navigate quickly on the Windows Settings page. 

• 

Alt + underline letter - Actions the setting identified by the letter. 

Arrow keys 

- Select a button of the active setting. 

Backspace - Opens the folder one-level app in the Open or Save As dialog. 

Ctrl + number of tab - Jumps to tab position. 

Ctrl + Shift + Tab - Cycles back through the tabs. 

Ctrl + Tab - Cycles forward through the tabs. 

Shift + Tab - Moves back through the settings. 

Spacebar - Checks or clears the option in focus. 

Tab - Moves forward through the settings. 

Command prompt shortcuts 

Use the following keyboard shortcuts to work more efficiently. 

Ctrl + A - Select all content of the current line. 

Ctrl + C (or Ctrl + Insert) - Copy selected items to clipboard. 

Ctrl + Down arrow key - Move screen down one line. 

Ctrl + End - Scroll to the bottom of the console. 

Ctrl + F - Open search for Command Prompt. 

Ctrl + Home - Scroll to the top of the console. 

Ctrl + M - Starts mark mode. 

Ctrl + Up arrow key - Move the screen up one line. 

Ctrl + V (or Shift + Insert) 

- Paste content from clipboard. 

Left or right arrow keys - Move the cursor left or right in the current line. 

Page Down - Move cursor one page down. 

Page Up - Move cursor one page up. 

Up or down arrow keys - Cycle through the command history of the current session. 

Text editing shortcuts 

Use the following list of shortcuts to edit the text more quickly and efficiently. 

Backspace - Delete characters to the left 

• 

Ctrl + = - 

Make selected text subscript 

Ctrl + A 

- Select all text 

Ctrl + B 

- Make selected text bold 

Ctrl + Backspace - Delete words to the left 

Ctrl + C - Copy text 

Ctrl + Del - Delete words to the right 

Ctrl + Down Arrow - Go to end of line break 

Ctrl + End - Go to the end of the document 

Ctrl + F 

- Find text 

Ctrl + H - Find and replace text 

Ctrl + Home - Go to the beginning of the document 

Ctrl + I - Make selected text italic 

Ctrl + Left Arrow - Go to beginning of previous word 

Ctrl + Right Arrow - Go to beginning of next word 

Ctrl + Shift + = - 

Make selected text superscript 

Ctrl + U - Underline selected text 

Ctrl + Up Arrow - Go to beginning of line break 

Ctrl + V 

Ctrl + X 

Ctrl + Y 

Ctrl + Z 

Delete 

Paste text 

- Cut text 

Redo text 

- Undo text 

- Delete characters to the right 

Down Arrow - Go down one row 

End - Go to the end of the current line 

Home - Go to the beginning of the current line 

Left Arrow - Go to the left or to the end of previous line break 

Page Down - Move down one frame 

Page Up - Move up one frame 

Right Arrow - Go to the right or to the beginning of next line break 

Shift + Ctrl + Down - Select paragraphs to the right 

Shift + Ctrl + End - Select text between the cursor and the end of the document 

Shift + Ctrl + Home - Select text between the cursor and the beginning of the document 

Shift + Ctrl + Left - Select words to the left 

Shift + Ctrl + Right - Select words to the right 

Shift + Ctrl + Up - Select paragraphs to the left 

Shift + Down Arrow - Select lines downwards 

Shift + End - Select text between the cursor and the end of the current line 

Shift + Home - Select text between the cursor and the beginning of the current line 

Shift + Left Arrow 

Shift + Page Down 

- Select characters to the left 

- Select one frame at a time of text below the cursor 

Shift + Page Up - Select one frame at a time of text above the cursor 

Shift + Right Arrow - Select characters to the right 

Shift + Tab - Outdent 

Shift + Up Arrow - Select lines upwards 

Tab - Indent 

Up Arrow - Go up one row 

Taskbar Keyboard shortcuts 

The below shortcuts allow you to navigate to the taskbar options quickly. 

• 

Ctrl + Shift + click a taskbar button - Open an app as an administrator. 

Ctrl + click a grouped taskbar button - Cycle through the windows of the group 

Shift + click a taskbar button - Open an app or quickly open another instance of an app. 

Shift + right-click a grouped taskbar button - Show the window menu for the group. 

Shift + right-click a taskbar button - Show the window menu for the app. 

Dialog box shortcuts 

The following list of shortcuts helps you perform an action within the dialog box. 

Alt + underlined letter - Perform the command (or select the option) that is used with that letter. 

- Select a button if the active option is a group of option buttons. 

Arrow keys 

Backspace - Open a folder one level up if a folder is selected in the Save As or Open dialog box. 

Ctrl + 1, 2, 3.... 

Move to that tab number. 

Ctrl + Shift + Tab - Move back through tabs. 

Ctrl + Tab - Move forward through tabs. 

F4 - Display the items in the active list. 

Shift + Tab - Move back through options. 

Spacebar - Select or clear the check box if the active option is a check box. 

Tab - Move forward through options. 

Copy, paste and other general keyboard shortcuts 

Alt + A - Set focus to the first icon in the Suggested actions menu. 

Alt + Shift + arrow keys - When a group or tile is in focus on the Start menu, move it in the 

direction specified. 

Ctrl + A - Select all items in a document or window. 

Ctrl + arrow keys - Resize the Start menu when it's open. 

Ctrl + C (or) Ctrl + Insert - Copy the selected item. 

Ctrl + D (or) Delete - Delete the selected item and move it to the Recycle Bin. 

Ctrl + E - Open Search (in most apps). 

Ctrl + Esc - Open Start. 

Ctrl + F4 - Close the active document (in apps that are full-screen and let you have multiple 

documents open at the same time). 

Ctrl + Shift + arrow keys - When a tile is in focus on the Start menu, move it into another tile to 

create a folder. 

Ctrl + Shift + V - Paste as plain text 

Ctrl + Shift with an arrow key - Select a block of text. 

Ctrl + Shift - Switch the keyboard layout when multiple keyboard layouts are available. 

Ctrl + Up arrow - Move the cursor to the beginning of the previous paragraph. 

Ctrl + V (or) Shift + Insert - Paste the selected item. 

Ctrl + X 

- Cut the selected item. 

Redo an action. 

Ctrl + Y - 

Ctrl + Z 

Undo an action. 

Esc - Stop or leave the current task. 

F2 

F4 

F6 

FIO 

Rename the selected item. 

- Search for a file or folder in File Explorer. 

Display the address bar list in File Explorer. 

Refresh the active window. 

- Cycle through screen elements in a window or on the desktop. 

- Activate the Menu bar in the active app. 

Left arrow - Open the next menu to the left, or close a submenu. 

Right arrow - Open the next menu to the right, or open a submenu. 

Shift + Delete - Delete the selected item without moving it to the Recycle Bin first. 

Shift with any arrow key - Select more than one item in a window or on the desktop, or select 

text in a document. 

PrtScn - Take a screenshot of your whole screen and copy it to the clipboard.