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Windows 7, Enterprise Desktop Support Technician (Exam 70-685)
Exam 70-685 is the last Windows 7 exam on our list. We have already covered:
• Exam 70-680: Windows 7, Configuring,
• Exam 70-683: Windows 7, Preinstalling for OEMs,
• Exam 70-686: Windows 7, Enterprise Desktop Administrator,
along with a general Windows 7 Certification Overview. Let’s get started on exam 70-685!
Windows 7 Exam 70-685: Overview
The Enterprise Desktop Support Technician exam was designed to assess an individual’s experience and ability to support and maintain computer systems on an enterprise level.
While the Enterprise Desktop Administrator exam is similar, it is based more on software, deployment, upgrading, and managing an enterprise sized network of computer systems, this exam is based on software and hardware troubleshooting and general technical support skills, much like the A+ exam, except on a much larger scale.
You should have at least 3 years experience supporting and troubleshooting computer systems on a medium to large scale as well as knowledge of good support practices in the field. After successfully completing the exam, you will have earned credit towards becoming a Microsoft Certified IT Professional (Windows 7, Enterprise Desktop Support Technician).
Windows 7 Exam 70-685: Skills Measured
This exam focuses on the technical support and troubleshooting side of enterprise management. Microsoft has noted the percentages that each objective is worth on the exam. The exam measures the following skills:
- Identifying the cause of and resolving desktop application issues
- Identifying the cause of and resolving networking issues
- Managing and maintaining systems that run the Windows 7 client
- Supporting mobile users
- And identifying the cause of and resolving security issues.
Now let’s go over these in more detail.
• Identifying the Cause of and Resolving Desktop Application Issues
As you can probably tell, this section involves being able to identify, troubleshoot, and resolve software issues. This objective weighs in at 20% of the total exam.
You will need to have experience with identifying and software installation issues such as installation permissions, local administrator requirements, licensing restrictions, and digital signing. You will need to be able to identify and resolve software configuration issues as well, such as enabling and disabling features, advanced settings, pointing to a network resource, and changing the default settings on the image.
Finally, you will need to be able to identify the cause of and be able to resolve software failures. This includes checking logs, checking whether the application runs in safe mode, running the application in a previous version of Windows, repairing the installation, checking recently installed programs, and restoring or reimaging the system.
• Identifying the Cause of and Resolving Network Issues
This section takes up about 23% of the exam and focuses primarily on troubleshooting networking and connectivity issues.
You will need to be able to identify and resolve logon issues such as hardware and network issues, password expiration, trust relationships with machine accounts, logon context, and logon hours compliance. You will also need some experience with identifying and resolving network connectivity issues such as determining the scope of the issue, whether it’s the local PC or a network issue, TCP/IP configuration issues, hardware and cabling issues, proxy issues, or issues with the default gateway.
You should also be able to identify and resolve name resolution issues such as checking which Domain Name System (DNS) is assigned, flushing the DNS cache, using NSLookup (a command-line tool for testing and troubleshooting DNS servers,) to check the DNS server, and checking the Dynamic Host Configuration Protocol (DHCP) scopes.
Finally, you will need to be able to identify and resolve network printer issues ranging from hardware failures, to server issues, printer failures, network issues, and driver issues.
• Managing and Maintaining Systems That Run the Windows 7 Client
Although shorter in terms of items you’ll need to remember, this objective still accounts for a whole 21% of the exam. Since this section is so short and accounts for such a large part of the exam, I would highly recommend spending some extra time just to be sure you ace this part of the exam.
The first thing you’ll need to know is how to identify and resolve performance issues by analyzing the system and application logs, analyzing started services, setting up power management, checking hard drive space, and optimizing virtual memory.
The second and final topic you’ll need to study, is being able to identify and resolve hardware failure issues by identifying bad sectors, diagnosing memory issues, recommending replacement hardware, updating the Basic Input/Output System (BIOS,) and determining which component has failed or is malfunctioning.
• Supporting Mobile Users
This is another short objective and although it is only worth 18%, it goes over some more complex and relatively less common technologies.
For example, you will need to identify and resolve wireless connectivity issues including signal strength, encryption types, encryption keys, wireless profiles, and mobile devices in general. You will also need to identify and resolve remote access issues such as a Virtual Private Network (VPN) client not connecting, IPv6 support, and problems accessing and authenticating network resources.
• Identifying Cause of and Resolving Security Issues
This is the final section, and though it is worth only 18%, it goes over a lot of information. This objective primarily focuses on security troubleshooting.
First off, you will need to have experience identifying and resolving Internet Explorer security issues such as adding trusted sites, modifying advanced settings, installing plug-ins, identifying group policy restrictions, and dealing with certificates.
Next on the list is the ability to identify and resolve issues due to malicious software by analyzing services, programs, processes, browser helper add-ons, and configuring User Account Controls (UACs.)
Next in security issues is a test to your ability to identify and resolve general encryption issues, this means knowing the requirements for installing forms of encryption, recovering encryption keys, and working with key management.
Finally, you will need to be able to identify and resolve software update issues. This may include identifying software update levels, checking whether a client is receiving regularly scheduled updates, identifying incompatibility of updates with other applications before installing and/or troubleshooting after.
MCITP: Windows 7, Enterprise Desktop Support Technician
The title of a Microsoft Certified IT Professional is well sought after by both IT Professionals and hiring businesses alike.
With the recommended three years of experience and the right training and study materials, including this overview, you should be on the fast track to becoming certified.
Good luck on your exam!
Related Posts:
- Windows 7, Enterprise Desktop Administrator (Exam 70-686)
- Windows 7 Certification Overview
- Certification Series: Exam 70-622 Vista Support & Troubleshoot
- MCITP Enterprise Support Beta Exam Opens
- Windows 7, Configuring (Exam 70-680)
- Getting Started in IT: Desktop Support Role
- Windows 7, Preinstalling for OEMs (Exam 70-683)
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