Overview

Language(s):	English
Audience(s):	IT Professionals
Technology:	Windows 7
Type:	Proctored Exam

Audience Profile

Candidates for this exam support end users who run Microsoft Windows 7 in a corporate environment. They should have experience using applications that are included with the operating system, such as productivity applications used in a corporate environment and Microsoft Office applications.

Candidates should be able to resolve operating system issues by telephone, email, connecting to an end user's system remotely, or by visiting an end user's desktop. They should have a working knowledge of operating in an Active Directory domain environment.

Credit Toward Certification

Exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician counts as credit toward the following certification(s):

Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician 7

Skills Measured

Identifying Cause of and Resolving Desktop Application Issues (20%)

Solve software installation escalations.

This objective may include but is not limited to: installation permissions; local administrator requirement; licensing restrictions; digital signing
Solve software failure escalations.

This objective may include but is not limited to: checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system

Identifying Cause of and Resolving Networking Issues (23%)

Solve enterprise logon issues.

This objective may include but is not limited to: hardware vs. network; password expiration; trust relationships with machine accounts; determining logon context; logon hours compliance
Solve enterprise network connectivity issues.

This objective may include but is not limited to: determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
Solve enterprise names resolution issues.

This objective may include but is not limited to: checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
Solve enterprise network printer issues.

This objective may include but is not limited to: hardware failure; server issues; printer failure; network issues; driver issues

Managing and Maintaining Systems That Run Windows 7 Client (21%)

Identify and/or resolve performance issues.

This objective may include but is not limited to: analyzing system and application logs; analyzing started services; setting power management; checking hard drive space; optimizing virtual memory
Solve hardware failure issues.

This objective may include but is not limited to: identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken

Supporting Mobile Users (18%)

Solve enterprise wireless connectivity issues.

This objective may include but is not limited to: signal strength; encryption types; encryption keys; wireless profiles; mobile devices
Solve enterprise remote access issues.

This objective may include but is not limited to: VPN client not connecting; IPv6 support; access and authentication to network resources

Identifying Cause of and Resolving Security Issues (18%)

Solve Windows Internet Explorer security issues.

This objective may include but is not limited to: adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates
Solve enterprise issues due to malicious software.

This objective may include but is not limited to: analyzing services; analyzing programs; analyzing processes; analyzing browser helper add-ons; user account control
Solve enterprise storage security issues.

This objective may include but is not limited to: requirements for installing; recovering encryption keys; key management
Solve enterprise software update issues.

This objective may include but is not limited to: identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications