Chicago area career training

70-685 Enterprise Desktop Support Technician on Windows 7


* Pricing and Logistics are subject to change without notice.

This course is part of the MCITP Windows 7 certification path. After completion of this course, students will be able to support end users who run Microsoft Windows 7 in a corporate setting. They will gain experience using applications that are included with the operating system, such as Microsoft Office applications and productivity applications used in a corporate environment. Students will be able to solve operating system issues by telephone, email, connecting to an end user's system remotely, and will gain a working knowledge of operating in an Active Directory domain environment.


Identifying Cause of and Resolving Desktop Application Issues 

  • Solve software installation escalations.
    • Installation permissions
    • Local administrator requirement
    • Licensing restrictions
    • Digital signing
  • 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 
  • Solve enterprise logon issues.
    • Hardware vs. network
    • Password expiration
    • Trust relationships with machine accounts
    • Determining log on context
    • Log on hours compliance
  • 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
  • Solve enterprise names resolution issues.
    • Checking which DNS is assigned
    • Flushing the DNS cache
    • Nslookup to DNS server
    • Checking the DHCP scopes
  • Solve enterprise network printer issues.
    • Hardware failure
    • Server issues
    • Printer failure
    • Network issues
    • Driver issues
Managing and Maintaining Systems That Run Windows 7 Client 
  • Identify and/or resolve performance issues.
    • Analyzing system and application logs
    • Analyzing started services
    • Setting power management
    • Checking hard drive space
    • Optimizing virtual memory
  • Solve hardware failure issues.
    • Identifying bad sectors
    • Diagnosing memory issues
    • Recommending replacement hardware
    • Updating the BIOS
    • Determining which component is broken
Supporting Mobile Users 
  • Solve enterprise wireless connectivity issues.
    • Signal strength
    • Encryption types
    • Encryption keys
    • Wireless profiles
    • Mobile devices
  • Solve enterprise remote access issues.
    • VPN client not connecting
    • IPv6 support
    • Access and authentication to network resources
Identifying Cause of and Resolving Security Issues 
  • Solve Windows Internet Explorer security issues.
    • Adding trusted sites
    • Advanced settings
    • Installing plug-ins
    • Identifying group policy restrictions
    • Certificates
  • Solve enterprise issues due to malicious software.
    • Analyzing services
    • Analyzing programs
    • Analyzing processes
    • Analyzing browser helper add-ons
    • User account control
  • Solve enterprise storage security issues.
    • Requirements for installing
    • Recovering encryption keys
    • Key management
  • Solve enterprise software update issues.
    • Identifying software update level
    • Checking whether client is receiving regularly scheduled updates
    • Identifying incompatibility of update with other applications

Exam Details

Exam 70-685: Windows 7, Enterprise Desktop Support Technician

Course Schedule

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