Exam 70-685:

Windows 7, Enterprise Desktop Support Technician

Published:November 27, 2009
Language(s):English
Audience(s):IT Professionals
Technology:Windows 7
Type:Proctored Exam

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Preparing for an Exam
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We recommend that you review this preparation guide in its entirety and familiarize yourself with the FAQs and resources on the Microsoft Certification website before you schedule your 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 CertificationExam 70-685: Windows 7, Enterprise Desktop Support Technician: counts as credit toward the following certification(s):
  • Microsoft Certified Solutions Associate (MCSA): Windows 7
  • Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician 7
 
NOTE: The MCITP certification will be discontinued/unable to be earned as of January 31, 2014.  The certification will remain on the transcript for those that earn the certification prior to January 31, 2004
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 MeasuredThis 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.The higher the percentage, the more questions you are likely to see on that content area on the exam.

The information after “This objective may include but is not limited to” is intended to further define or scope the objective by describing the types of skills and topics that may be tested for the objective. However, it is not an exhaustive list of skills and topics that could be included on the exam for a given skill area. You may be tested on other skills and topics related to the objective that are not explicitly listed here.
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; 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 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 ResourcesTo 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.
Learning Plans and Classroom Training
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
Microsoft Online Resources
Windows Client Certification page: Everything you wanted to know about getting certified on the Windows Client.
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