Exam 70-685 - Pro: Windows 7, Enterprise Desktop Support Technician

Exam 70-685 - Pro: Windows 7, Enterprise Desktop Support Technician

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):

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

Preparation Materials


Learning Plans and Classroom Training

Books

  • MCITP Self-Paced Training Kit (Exam 70-685): Windows 7 Enterprise Desktop Support Technician

Practice Tests

Microsoft Online Resources

Community


Related Forum Posts

If one of the posts in the following threads helps you answering your question, please vote them as helpful so other community members will find helpful information faster.

Leave a Comment
  • Please add 4 and 2 and type the answer here:
  • Post
Wiki - Revision Comment List(Revision Comment)
Sort by: Published Date | Most Recent | Most Useful
Comments
  • Richard Mueller edited Revision 3. Comment: Removed (en-US) from title, added tag

  • Horizon_Net edited Revision 2. Comment: added link to MCITP

  • Horizon_Net edited Revision 1. Comment: updated content order

  • Horizon_Net edited Original. Comment: updated formatting, added language tag, and added community content

Page 1 of 1 (4 items)
Wikis - Comment List
Sort by: Published Date | Most Recent | Most Useful
Posting comments is temporarily disabled until 10:00am PST on Saturday, December 14th. Thank you for your patience.
Comments
  • Richard Mueller edited Revision 3. Comment: Removed (en-US) from title, added tag

  • Horizon_Net edited Revision 2. Comment: added link to MCITP

  • Horizon_Net edited Revision 1. Comment: updated content order

  • Horizon_Net edited Original. Comment: updated formatting, added language tag, and added community content

Page 1 of 1 (4 items)