Exam 70-685 - Windows 7, Enterprise Desktop Support Technician
Skills 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. The higher the percentage, the more questions you are likely to see on that content area on the exam.
Prerequisties:
Microsoft Training 6292 -Installing and Configuring Windows 7 Client
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
Identifying cause of and resolving desktop application issues (20%)
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Solve software installation escalations
- Installation permissions; local administrator requirement; licensing restrictions; digital signing
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Solve software failure escalations
- 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%)
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Solve enterprise logon issues
- Hardware vs. network; password expiration; trust relationships with machine accounts; determining logon context; logon hours compliance
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Solve enterprise network connectivity issues
- Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
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Solve enterprise names resolution issues
- Checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
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Solve enterprise network printer issues
- Hardware failure; server issues; printer failure; network issues; driver issues
Managing and maintaining systems that run Windows 7 client (21%)
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Identify and/or resolve performance issues
- Analyzing system and application logs; analyzing started services; setting power management; checking hard drive space; optimizing virtual memory
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Solve hardware failure issues
- Identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken
Supporting mobile users (18%)
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Solve enterprise wireless connectivity issues
- Signal strength; encryption types; encryption keys; wireless profiles; mobile devices
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Solve enterprise remote access issues
- VPN client not connecting; IPv6 support; access and authentication to network resources
Identifying cause of and resolving security issues (18%)
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Solve Windows Internet Explorer security issues
- Adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates
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Solve enterprise issues due to malicious software
- Analyzing services; analyzing programs; analyzing processes; analyzing browser helper add-ons; user account control
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Solve enterprise storage security issues
- Requirements for installing; recovering encryption keys; key management
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Solve enterprise software update issues
- Identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications