Enterprise-Desktop-Support-Administrator-Win7

Windows 7, Enterprise Desktop Support Technician

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

Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format. 

Skills Being Measured This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. 

Identifying Cause of and Resolving Desktop Application Issues (20 percent)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 percent)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; ns look up 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 percent)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 percent) 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 percent)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 Tools and Resources to help you prepare for this exam, Microsoft Learning recommends that you have hands-on experience with the product and that you use the following training resources. These training resources do not necessarily cover all of the topics listed in the "Skills Measured" tab. 

Classroom Training 6293AD: Troubleshooting and Supporting Windows 7 in the Enterprise (3 Days)50331D: Windows 7, Enterprise Desktop Support Technician (5 Days)6293A: Troubleshooting and Supporting Windows 7 in the Enterprise (3 Days)LP685A: Learning Plan for Becoming a Windows 7 Enterprise Desktop Support Technician (Exam 70-685) (1 Forms)

Microsoft E-Learning There is no Microsoft E-Learning training currently available. 

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

Practice Tests Measure Up(Measureup.com)Self Test Software(Selftestsoftware.com)

Microsoft Online Resources Windows Client Certification page: Everything you wanted to know about getting certified on the Windows Client.

Have Questions? For advice about training and certification, connect with peers: Visit the training and certification forum For questions about a specific certification, chat with a Microsoft Certified Professional (MCP): Visit our MCP newsgroups To find out about recommended blogs, Web sites, and upcoming Live Meetings on popular topics, visit our community site: Visit the Microsoft Learning community

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