Audience Profile

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 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.

• 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

• 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

• 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

• 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

• 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