The primary audience for this exam is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this exam is the Desktop Support Technician (DST) in an Upper MORG Organization.
Enterprise Desktop Support Technicians are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. They must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. They are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.
They have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.
In addition to their professional experience, students who attend this training should already have the following technical knowledge:
- Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
- Microsoft Active Directory principles and management
- Microsoft Windows Server 2008 fundamentals
- Microsoft Windows Client fundamentals
- Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system
Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:
- Exam 70-680 : Installing and Configuring Windows 7 Client
- Exam 70-640 : Fundamentals of Windows Server 2008
At the course completion
After completing this course, students will be able to:
- Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
- Troubleshoot startup issues on a Windows 7 computer.
- Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
- Troubleshoot hardware device, device driver, and performance issues.
- Troubleshoot network connectivity issues.
- Troubleshoot remote connectivity issues.
- Troubleshoot logon and resource access issues.
- Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
- Troubleshoot operating system and applications issues.
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.
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%)
- Identifying cause of and resolving networking issues (23%)
- Managing and maintaining systems that run Windows 7 client (21%)
- Supporting mobile users (18%)
- Identifying cause of and resolving security issues (18%)