Pass Your Microsoft MCP 70-685 Exam Easy!

Microsoft 70-685 (Windows 7, Enterprise Desktop Support Technician) exam dumps vce, practice test questions, study guide & video training course to study and pass quickly and easily. Microsoft 70-685 Windows 7, Enterprise Desktop Support Technician exam dumps & practice test questions and answers. You need avanset vce exam simulator in order to study the Microsoft MCP 70-685 certification exam dumps & Microsoft MCP 70-685 practice test questions in vce format.

A Foundational Guide to the Concepts of the 70-685 Exam

The 70-685 Exam, formally titled "Windows 7, Enterprise Desktop Support Technician," was a cornerstone certification from Microsoft for IT professionals specializing in front-line user support. This exam, now retired, was part of the Microsoft Certified IT Professional (MCITP) credential and was designed to validate the skills and knowledge required to support Windows 7 environments in a corporate setting. It focused on the practical, real-world challenges that a desktop support technician faces daily, emphasizing troubleshooting and problem resolution over deployment and design.

Passing the 70-685 Exam signified that a professional had the competence to diagnose and resolve a wide range of issues related to the Windows 7 operating system, hardware, software, and networking. It was a test of a technician's ability to apply a structured troubleshooting methodology to efficiently identify the root cause of a problem and implement an effective solution. This certification was a clear indicator to employers that a candidate possessed the essential skills to keep the end-user computing environment running smoothly.

While the Windows 7 operating system is no longer in mainstream use, the fundamental principles and problem-solving techniques covered in the 70-685 Exam remain profoundly relevant. The core challenges of supporting end-users—resolving application failures, fixing network connectivity issues, removing malware, and dealing with hardware problems—are timeless. The tools and specific settings may have changed in Windows 10 and Windows 11, but the underlying logic and diagnostic processes are the same.

This five-part series will provide a deep dive into the body of knowledge that was essential for the 70-685 Exam. By exploring its curriculum, we can build a comprehensive understanding of the art and science of enterprise desktop support. This exploration serves as a valuable learning path for anyone aspiring to a career in IT support, as the skills it covers are the bedrock of the profession.

The Critical Role of the Enterprise Desktop Support Technician

The role of the Enterprise Desktop Support Technician, for which the 70-685 Exam was designed, is one of the most critical functions in any IT department. These professionals are the face of IT to the rest of the organization. They are the first point of contact for employees who are experiencing technical difficulties, and their primary mission is to restore productivity as quickly as possible. A business's efficiency is directly tied to the ability of its employees to use their computers and applications effectively, making the support technician's role indispensable.

Desktop support is about more than just fixing broken computers. It is about managing the entire end-user computing experience. This includes resolving issues with software applications, ensuring reliable network and resource access, protecting against security threats, and helping users to leverage technology to do their jobs better. A great support technician is a problem-solver, a teacher, and a trusted advisor. The 70-685 Exam encompassed all of these facets of the role.

The impact of a skilled support team is immense. By resolving issues efficiently, they minimize employee downtime, which has a direct positive effect on the company's bottom line. By proactively identifying and resolving recurring problems, they can improve the overall stability and reliability of the IT environment. By providing excellent customer service, they can improve the relationship between the IT department and the rest of the business, fostering a more collaborative and positive culture.

The skills validated by the 70-685 Exam are the skills that make this possible. A certified technician is equipped with a structured methodology and a deep technical knowledge that allows them to diagnose problems accurately and resolve them effectively. They are the essential front-line workers who keep the engine of the modern digital workplace running.

Target Audience for the 70-685 Exam Skills

The skills and knowledge covered by the 70-685 Exam are aimed squarely at IT professionals who work in end-user support roles. The primary audience is the Tier 1 and Tier 2 Help Desk or Desktop Support Technician. These are the individuals who are responsible for answering support calls, responding to tickets, and providing direct, hands-on assistance to users who are experiencing technical problems with their computers. This exam was designed to be the definitive validation of their core competencies.

Another key audience is the IT Support Specialist or Field Technician. These are professionals who may be responsible for a specific site or region, providing in-person support for a wide range of hardware and software issues. Their role often requires a broad and practical knowledge base, as they must be able to solve problems independently without immediate access to senior engineers. The troubleshooting skills from the 70-685 Exam are perfectly aligned with the demands of this role.

The curriculum is also highly relevant for individuals who are just starting their careers in information technology. A role in desktop support is one of the most common and valuable entry points into the IT industry. It provides exposure to a wide variety of technologies and is an excellent place to develop the fundamental problem-solving skills that are essential for any future IT career path, whether it be in system administration, networking, or cybersecurity.

In essence, the skills of the 70-685 Exam are for any IT professional who is passionate about technology and enjoys solving problems. It is for the person who gets satisfaction from helping others and from making technology work seamlessly for the end-user. The job titles may vary, but the core function—providing effective and efficient technical support—is a universal and essential part of the IT world.

Core Skill Areas of the 70-685 Exam

The 70-685 Exam was structured around the real-world tasks and challenges of a desktop support technician. Its objectives were divided into several key skill areas, each representing a major category of problems that a technician would encounter. A balanced knowledge across all of these domains was necessary to pass the exam and to be an effective support professional.

The first and overarching skill area was the application of a structured troubleshooting methodology. This was not a specific technology but a way of thinking. The exam emphasized the importance of a logical, step-by-step process for identifying and resolving problems, starting with information gathering and ending with documenting the solution. This disciplined approach is the foundation of all effective troubleshooting.

A major technical domain was identifying and resolving issues with applications. This included troubleshooting failed software installations, resolving application compatibility problems, and diagnosing the cause of application crashes or hangs. Given that users spend most of their time working in applications, this was a critical area of expertise for the 70-685 Exam.

Another key skill area was resolving issues related to network and resource access. This covered a wide range of topics, from basic network connectivity problems and name resolution (DNS) issues to problems accessing files, folders, and printers due to permission errors. It also included troubleshooting remote access technologies like VPNs.

Finally, a significant portion of the 70-685 Exam was dedicated to security and operating system issues. This included identifying and removing malware, troubleshooting problems with the Windows Firewall, resolving operating system startup failures, and diagnosing performance bottlenecks. These core domains together formed a comprehensive test of a technician's problem-solving abilities.

The Importance of a Structured Troubleshooting Methodology

A central theme of the 70-685 Exam, and of professional IT support in general, is the importance of using a structured troubleshooting methodology. This is a disciplined, step-by-step process that allows a technician to approach any problem in a logical and efficient manner. Instead of guessing or randomly trying different solutions, a technician with a good methodology can systematically narrow down the potential causes and arrive at the correct solution more quickly and reliably.

The process typically begins with gathering information. This involves asking the user clear questions to understand the exact symptoms of the problem, when it started, and whether anything has changed recently. It also involves using diagnostic tools to gather technical information about the state of the affected system. This initial information gathering is critical for forming an accurate hypothesis.

The next step is to identify the potential causes and to test them one at a time. This is where a deep technical knowledge comes into play. Based on the symptoms, a skilled technician will be able to develop a list of the most likely causes, from the most simple to the most complex. They will then test each hypothesis in a controlled way, making one change at a time and observing the result.

Once the root cause has been identified and the problem has been resolved, the final and often overlooked step is to document the solution. This is crucial for building a knowledge base that can be used by other technicians to solve similar problems in the future. The 70-685 Exam emphasized this entire structured process as the foundation of effective desktop support.

Key Tools for a Windows 7 Support Technician

To effectively troubleshoot issues, a desktop support technician needs a well-stocked toolkit of diagnostic utilities. The 70-685 Exam required a deep, practical knowledge of the key troubleshooting tools that are built into the Windows 7 operating system. Knowing which tool to use for a specific problem and how to interpret the information it provides is a critical skill.

One of the most important tools is the Event Viewer. The Event Viewer provides a centralized log of all the important events that happen on a computer, including application errors, system warnings, and security events. When an application crashes or a service fails to start, the Event Viewer is often the first place to look for a detailed error message that can point to the root cause.

For performance-related issues, tools like the Task Manager, Resource Monitor, and Performance Monitor are essential. These utilities provide a real-time view of the computer's resource utilization, including the CPU, memory, disk, and network. A technician can use these tools to identify which processes are consuming the most resources and to pinpoint performance bottlenecks. The 70-685 Exam required an understanding of how to use these tools to diagnose slowdowns.

Other critical tools include the System Configuration utility (MSConfig), which can be used to perform a "clean boot" to diagnose software conflicts, and the suite of tools available in the Windows Recovery Environment (WinRE), such as Startup Repair and System Restore, which are used to fix operating system startup problems. A deep familiarity with this entire toolkit was a prerequisite for the 70-685 Exam.

From Windows 7 to Modern Desktop Support

While the 70-685 Exam was specifically focused on the Windows 7 operating system, the transition to modern desktop support on Windows 10 and Windows 11 is a very natural evolution. The fundamental challenges of the role have not changed, and a vast majority of the skills and tools from the Windows 7 era have direct equivalents in the modern operating systems. A technician with a strong foundation in the concepts of the 70-685 Exam is incredibly well-positioned to support modern Windows environments.

The core troubleshooting tools, such as the Event Viewer, Task Manager, and Resource Monitor, are still present in Windows 10 and 11, and they function in a very similar way. The structured troubleshooting methodology of gathering information, forming a hypothesis, and testing it remains the universal standard for problem-solving. The types of problems encountered are also the same: applications still crash, network connections still fail, and users still have trouble accessing printers.

What has changed is the addition of new features and management paradigms. Modern desktop support now involves a much greater emphasis on cloud-based management tools like Microsoft Intune, security features like Windows Defender and Conditional Access, and new deployment methods like Windows Autopilot. However, these new technologies do not replace the fundamental troubleshooting skills; they build on top of them.

Therefore, the knowledge from the 70-685 Exam is not outdated; it is foundational. It provides the essential problem-solving and operating system knowledge that is the prerequisite for learning the new features of the modern desktop. A technician who mastered the curriculum of the 70-685 Exam would find the transition to supporting Windows 10 and 11 to be a very straightforward and logical progression.

Why These Troubleshooting Skills Remain Timeless

The reason that studying the concepts of a retired exam like the 70-685 Exam is still a valuable endeavor is that the core skill it was designed to measure—troubleshooting—is a timeless and universally applicable competence. Technology will always change, but the logical process of diagnosing and resolving problems is a skill that will never become obsolete. It is the art and science of being an effective IT professional.

The specific error codes and menu options may be different in Windows 11 compared to Windows 7, but the underlying concepts are the same. A network connectivity issue is still likely to be a problem with an IP address, a DNS setting, or a firewall, regardless of the operating system version. An application crash is still going to generate an entry in the event log. A performance issue is still going to be caused by a bottleneck in the CPU, RAM, or disk I/O.

The 70-685 Exam provided a structured framework for learning how to approach these classic problems. By mastering this framework, a technician learns how to think like a troubleshooter. They learn how to break down a complex problem into smaller, more manageable parts. They learn how to use diagnostic tools to gather evidence. They learn how to test their theories in a controlled way. This way of thinking is the most valuable skill that a support professional can possess.

In conclusion, the legacy of the 70-685 Exam is not tied to the Windows 7 operating system. Its legacy is in the disciplined and knowledgeable approach to problem-solving that it instilled in the professionals who prepared for it. This is a skill set that is in high demand in every corner of the IT industry and will remain so for the foreseeable future.

Troubleshooting Application Installation and Configuration

A significant portion of a desktop support technician's time is spent dealing with application-related issues, and this was a major domain in the 70-685 Exam. One of the most common problems is the failure of an application to install correctly. When an installation fails, a technician must be able to apply a structured troubleshooting methodology to determine the cause.

The first step is to gather information from the error message. Most application installers will provide an error code or a descriptive message when they fail. This is the first and most important clue. The technician should carefully record this message and use it to search for known issues or solutions. The Windows Installer also logs its activities, and these logs can provide a much more detailed, step-by-step account of the installation process and where it failed.

Common causes of installation failures include insufficient permissions, conflicts with existing software, and missing prerequisites. A technician should verify that the user account running the installation has the necessary administrative privileges. They should also check the application's documentation to see if it requires any specific prerequisites, such as a particular version of the .NET Framework or a Java runtime, and ensure they are installed.

In some cases, a previous failed installation can leave behind corrupted files or registry entries that prevent a new installation from succeeding. In this situation, the technician may need to use a cleanup utility provided by the software vendor or manually remove the remnants of the old installation before attempting to install the application again. A methodical approach to checking these common causes was a key skill for the 70-685 Exam.

Resolving Application Compatibility Issues

One of the major challenges in any enterprise environment, and a key topic for the 70-685 Exam, is application compatibility. This is particularly true during an operating system migration, such as moving from an older version of Windows to Windows 7. Many older, legacy applications that were not designed for a modern operating system may fail to run correctly. A desktop support technician needs to have the tools and techniques to diagnose and resolve these compatibility issues.

The symptoms of a compatibility problem can vary. An application might refuse to start, it might crash during operation, or certain features might not work as expected. The first tool to use in this situation is the Program Compatibility Troubleshooter, which is built into Windows 7. This simple wizard can automatically apply common compatibility settings, known as "shims," to an application's executable file.

These shims can trick the application into thinking it is running on an older version of Windows. For example, a shim can report the Windows XP version number to an application that specifically checks for it. The troubleshooter can also apply settings to run the application in a lower screen resolution or with reduced color depth, which was a requirement for some very old applications.

For more complex issues, a technician might need to manually apply compatibility settings. This can be done by right-clicking on the application's executable, going to the "Compatibility" tab, and selecting the desired settings. In a corporate environment, these settings can also be deployed centrally using Group Policy. The ability to use these compatibility modes to get critical legacy applications running was a key problem-solving skill for the 70-685 Exam.

Using the Application Compatibility Toolkit (ACT)

For large-scale application compatibility testing and remediation, especially during an enterprise-wide migration to Windows 7, Microsoft provided a powerful suite of tools called the Application Compatibility Toolkit (ACT). While a deep expertise in ACT was more of an administrator skill, a foundational understanding of its purpose and capabilities was a relevant advanced topic for the 70-685 Exam, as a support technician would often be involved in the testing process.

The ACT was designed to help organizations inventory their applications, assess their compatibility with a new version of Windows, and apply the necessary compatibility fixes. The first step in the process was to deploy data collectors to the client computers. These collectors would run in the background and gather information about all the applications that were being used in the environment.

This inventory data was then sent to a central database. An administrator could use the tools in the ACT to analyze this data and get a clear picture of their application landscape. The toolkit would compare the inventoried applications against a database of known compatibility information and would flag any applications that were known to have issues with Windows 7.

For the applications with problems, the ACT provided a tool called the Compatibility Administrator. This tool allowed an administrator to create and apply custom compatibility fixes, or shims. This was a much more powerful and granular version of the basic compatibility mode settings. A support technician might be tasked with using the Compatibility Administrator to test different shims and find the right combination to get a problematic legacy application to work. This was a key part of the enterprise application management story for the 70-685 Exam.

Diagnosing and Resolving Application Failures

When a user reports that an application is crashing, freezing, or otherwise failing, a desktop support technician must act as a detective to find the root cause. The 70-685 Exam required a strong proficiency in the tools and techniques used to diagnose these application failures. The goal is to move beyond simply rebooting the computer and to find the underlying issue so that a permanent solution can be implemented.

The first and most important diagnostic tool is the Event Viewer. When an application crashes, it will almost always generate an error entry in the Application log of the Event Viewer. This event log entry is a treasure trove of information. It will contain the name of the faulting application, the name of the faulting module (e.g., a specific DLL file), an exception code, and often a detailed error description. This information is the starting point for any investigation.

Armed with the error details from the Event Viewer, the technician can then begin their research. A common next step is to search for the specific error message or exception code online. This will often lead to articles, forum posts, or vendor documentation that describe the known cause of that specific error and the steps to resolve it.

If the problem is not a known issue, the technician must dig deeper. Tools like the Resource Monitor can be used to see if the application is experiencing a memory leak or excessive CPU usage. The System Configuration utility (MSConfig) can be used to perform a "clean boot" with only the essential services running. If the application works in a clean boot state, it indicates that the problem is a conflict with another piece of software or a startup service. This methodical process of elimination was a core troubleshooting skill for the 70-685 Exam.

Troubleshooting Hardware Device and Driver Issues

In addition to software problems, a desktop support technician is also responsible for resolving issues with hardware devices and their drivers. A malfunctioning piece of hardware, or a corrupted driver, can cause a wide range of problems, from system instability and blue screen errors to the failure of a specific peripheral like a printer or a webcam. The 70-685 Exam required a solid understanding of how to troubleshoot these hardware-related issues.

The central tool for all hardware troubleshooting in Windows is the Device Manager. The Device Manager provides a hierarchical view of all the hardware devices that are installed in or connected to the computer. It is the first place to look when you suspect a hardware problem. If a device has a problem, it will typically be marked with a yellow exclamation point or a red "X" in the Device Manager.

By opening the properties of a problematic device, a technician can see a detailed status code and error message that explains the nature of the problem. A common issue is that the correct driver for the device is not installed or has become corrupted. In this case, the technician would need to update or reinstall the driver. This might involve downloading the latest driver from the hardware manufacturer's support site.

The Device Manager also allows a technician to perform other diagnostic tasks. They can disable a device to see if it is the cause of a system conflict. They can also roll back a driver to a previous version if a new driver update has caused a problem. A deep and practical knowledge of how to use all the features of the Device Manager to diagnose and resolve hardware issues was a fundamental skill for the 70-685 Exam.

Using Device Manager for Diagnostics

Diving deeper into the Device Manager, a technician preparing for the 70-685 Exam needed to understand its full range of diagnostic capabilities. This utility is much more than just a simple list of devices; it is a powerful tool for understanding and managing the hardware configuration of a Windows system. Knowing how to interpret the information it provides is key to efficient hardware troubleshooting.

When a device in Device Manager shows an error icon, the first step is to check its properties. The "General" tab will display a device status message that often provides a clear explanation of the problem, along with an error code. For example, it might say "This device cannot start. (Code 10)" or "Windows cannot load the device driver for this hardware. (Code 31)." These codes provide a starting point for the investigation.

The "Driver" tab is the next place to look. This tab provides detailed information about the currently installed driver, including the driver date and version. From here, a technician has several options. They can try to "Update Driver" to have Windows search for a newer, compatible driver. If a recent update caused the problem, they can use the "Roll Back Driver" option to revert to the previously installed version. As a last resort, they can "Uninstall" the device and then have Windows redetect it to perform a clean driver installation.

The "Details" tab provides a wealth of low-level information about the device. A technician can use the dropdown menu to view properties like the device's hardware IDs. These IDs are unique identifiers for the specific make and model of the hardware component. If Windows cannot identify a device, a technician can use its hardware ID to search online and find the correct driver for it. A thorough understanding of these diagnostic features was a key practical skill for the 70-685 Exam.

Resolving Hard Disk and Storage Issues

Problems with the hard disk or other storage devices can be some of the most critical issues a support technician will face, as they can put the user's data at risk. The 70-685 Exam required a foundational knowledge of how to diagnose and resolve common storage-related problems. These issues can manifest in various ways, including slow system performance, errors when saving or opening files, or even a complete failure of the operating system to boot.

For performance-related issues, where the system is slow and the hard drive activity light is constantly on, the Resource Monitor is the key diagnostic tool. The "Disk" tab in the Resource Monitor provides a real-time view of all the disk I/O activity on the system. A technician can see which processes are reading and writing to the disk the most, and which specific files are being accessed. This can help to identify a runaway process or a piece of software that is causing a disk bottleneck.

For issues related to data corruption or file system errors, the primary tool is the Check Disk utility (chkdsk). This command-line tool can scan a disk volume for errors in the file system and, in many cases, can automatically fix them. Running a chkdsk with the /f (fix) and /r (recover) switches is a standard procedure for resolving disk corruption issues.

Windows also includes the Disk Defragmenter utility, which can help to improve performance on traditional spinning hard drives (HDDs) by reorganizing the files so they are stored in contiguous blocks. For modern solid-state drives (SSDs), this is not necessary, as they do not have moving parts. A solid understanding of these disk management and repair tools was an important part of the 70-685 Exam curriculum.

Hardware Troubleshooting Principles from the 70-685 Exam

To succeed in the hardware troubleshooting portion of the 70-685 Exam, a candidate needed to demonstrate an understanding of some core, universal principles of hardware problem-solving. These principles apply regardless of the specific piece of hardware that is failing and are part of the structured troubleshooting methodology.

The first principle is to isolate the problem. Is the issue with the hardware device itself, the driver software, the cable, the port it is connected to, or the application that is using it? A good technician will systematically test each of these components. For example, if a USB printer is not working, they might try a different USB cable, a different USB port on the computer, and they might try connecting the printer to a different computer to see if the problem follows the printer.

Another key principle is to check for the basics first. Before diving into complex driver diagnostics, a technician should check the simple things. Is the device powered on? Are the cables securely connected? This may seem obvious, but overlooking these simple checks is a common mistake. A methodical approach always starts with the easiest and most likely causes before moving on to more complex and time-consuming ones.

Finally, the principle of using the right tool is essential. As has been discussed, Windows provides a rich set of tools for hardware diagnostics, with the Device Manager being the central hub. A skilled technician knows which tool to use for which problem and how to interpret the information it provides. By combining this systematic, layered approach with a deep knowledge of the available tools, a technician can efficiently resolve almost any hardware-related issue, a key skill set validated by the 70-685 Exam.

Diagnosing and Resolving Network Connectivity Issues

One of the most common categories of problems that a desktop support technician encounters is network connectivity issues. A user's productivity is entirely dependent on their ability to connect to the network and access resources. The 70-685 Exam placed a strong emphasis on a technician's ability to diagnose and resolve these fundamental connectivity problems using a structured, layered approach.

Troubleshooting network issues typically starts at the physical layer and works its way up. The first step is to check the physical connection. Is the network cable securely plugged in? Is the link light on the network adapter lit? Is the user connected to the correct Wi-Fi network? These simple physical checks can often resolve the issue immediately.

If the physical layer is fine, the next step is to check the data link and network layers, focusing on the IP configuration. The ipconfig command is the essential tool for this. A technician must use ipconfig /all to verify that the computer has a valid IP address, subnet mask, default gateway, and DNS server addresses. If the IP address is an Automatic Private IP Addressing (APIPA) address (starting with 169.254), it indicates a problem with the DHCP server.

Once the IP configuration is verified, the technician can test connectivity using the ping and tracert commands. Pinging the default gateway is a good test of local network connectivity. Pinging a well-known internet address can test internet connectivity. The tracert command can be used to trace the path that packets are taking to a destination, which can help to identify where a failure is occurring in the network. A mastery of these command-line networking tools was a core requirement for the 70-685 Exam.

Troubleshooting Name Resolution (DNS and NetBIOS)

Even if a computer has a valid IP address and can ping other IP addresses on the network, users may still be unable to access resources if name resolution is not working correctly. Name resolution is the process of converting a human-readable hostname, like a server name, into a machine-readable IP address. The 70-685 Exam required a solid understanding of how to troubleshoot issues with the two main name resolution mechanisms in a Windows environment: DNS and NetBIOS.

The Domain Name System (DNS) is the primary name resolution method in any modern network. If a user reports that they cannot access a website or a corporate server by its name, a DNS problem is a likely culprit. The nslookup command is the key tool for diagnosing DNS issues. A technician can use nslookup to perform a query for a specific hostname and see if the DNS server is returning the correct IP address.

Common DNS problems on a client computer include an incorrect DNS server configuration or a corrupted local DNS cache. The ipconfig /displaydns command can be used to view the local cache, and ipconfig /flushdns can be used to clear it, which can often resolve issues where the cache contains outdated or incorrect information.

NetBIOS name resolution is an older mechanism that is still used in some Windows networks for local name resolution. Issues with NetBIOS name resolution can be diagnosed using the nbtstat command. A technician could use this command to check the NetBIOS name cache and to see the names that the computer has registered on the network. A thorough understanding of how to use these different command-line tools to diagnose name resolution problems was a key skill for the 70-685 Exam.

Configuring and Troubleshooting Remote Access (VPNs, DirectAccess)

In a modern enterprise with a mobile and remote workforce, the ability to securely connect to the corporate network from outside the office is essential. The 70-685 Exam covered the skills needed to support users with their remote access connections. This primarily involved troubleshooting issues with Virtual Private Networks (VPNs) and, to a lesser extent, a newer technology called DirectAccess.

VPNs create a secure, encrypted tunnel over the public internet, allowing a remote user to access the corporate network as if they were sitting in the office. When a user reports that they cannot connect to the VPN, a technician needs to follow a logical troubleshooting process. This starts with verifying the user's internet connection. If the user cannot access the general internet, they will not be able to connect to the VPN server.

The next step is to check the VPN client configuration. Is the correct VPN server address or hostname entered? Is the correct VPN protocol (like PPTP, L2TP/IPsec, or SSTP) selected? Are the user's credentials (username and password) correct? A common issue is a firewall blocking the ports required for the VPN connection. The technician may need to check the user's personal firewall or the firewall at their remote location (e.g., a hotel).

DirectAccess was a newer, more seamless remote access technology introduced with Windows 7. It was designed to automatically establish a connection to the corporate network anytime the computer was connected to the internet, without any user interaction. Troubleshooting DirectAccess was more complex and involved checking the status of the connection using specific command-line tools and ensuring that the client met all the configuration prerequisites. A foundational knowledge of these remote access technologies was an important part of the 70-685 Exam.

Resolving Issues with File and Folder Access (Permissions)

One of the most frequent calls to any help desk is from a user who is unable to access a file or folder on a network share. "Access is denied" is a common and frustrating error for end-users. The 70-685 Exam required a desktop support technician to have a deep understanding of the permissions model in Windows so that they could effectively troubleshoot these resource access issues.

When a user tries to access a file on a network share, there are two sets of permissions that come into play: the share permissions and the NTFS permissions. The share permissions control access to the shared folder itself over the network. The NTFS permissions control access to the files and folders on the underlying file system. For a user to be able to access a file, they must have the required permissions at both the share level and the NTFS level. The most restrictive of the two will apply.

When troubleshooting an access denied error, a technician's job is to determine which set of permissions is causing the problem. This involves checking the user's group memberships and then examining the access control lists (ACLs) on both the share and the NTFS folder. It is a common best practice to set the share permissions to be very permissive (e.g., "Authenticated Users - Full Control") and then to use the more granular NTFS permissions to control the actual access.

The "Effective Permissions" tab in the advanced security settings of a folder is a powerful troubleshooting tool. It allows a technician to select a specific user and see exactly what their effective permissions are on that folder, taking into account all of their group memberships and any "Deny" permissions. A solid understanding of this permission model was a critical skill for the 70-685 Exam.

Troubleshooting Printer Access and Configuration

After file access issues, problems with printing are another very common source of support calls. The 70-685 Exam expected a technician to be able to troubleshoot a variety of printing problems, from the initial installation of a printer to issues with print jobs getting stuck in the queue. A methodical approach is key to resolving these issues efficiently.

When a user cannot install a network printer, the problem is often related to either permissions or drivers. The technician must verify that the user has the necessary permissions to connect to the print server and install the printer. They must also ensure that the correct printer driver for the user's version of Windows (e.g., 32-bit or 64-bit) is available on the print server.

If a user can print to some printers but not others, the problem is likely specific to the printer or its driver. The technician might try reinstalling the printer driver on the client computer. If multiple users are having problems with the same printer, it points to a problem with the printer itself or the print server. In this case, the technician would need to check the status of the printer on the print server, clear any stuck jobs from the print queue, and potentially restart the print spooler service.

For problems where a print job is sent but nothing comes out of the printer, the technician must follow the entire data path. Is the job leaving the client computer? Is it arriving at the print server? Is the print server able to communicate with the physical printer device? Using the print queue management tools on both the client and the server is essential for tracing the job and identifying where it is getting stuck. This end-to-end troubleshooting process was a key concept for the 70-685 Exam.

Diagnosing Authentication and Logon Issues

A user's ability to log on to their computer and the corporate network is the first and most fundamental step in their workday. When a logon attempt fails, a desktop support technician must be able to diagnose the cause. The 70-685 Exam covered the skills needed to troubleshoot common authentication and logon problems in a Windows Active Directory environment.

The most common cause of a logon failure is a simple password issue. The user may have forgotten their password, or their password may have expired. The first step is to have the user verify their password and to try resetting it if necessary. If the user's account has been locked out due to too many failed logon attempts, an administrator will need to unlock it in Active Directory.

If the password is correct, the problem may be related to connectivity with a domain controller. When a user tries to log on to a domain-joined computer, the computer must be able to contact a domain controller to verify the user's credentials. If the computer is disconnected from the network or cannot reach a domain controller, the logon will fail unless the user has previously logged on to that machine and cached credentials are available.

A technician can use tools like ping and nslookup to verify that the client computer can communicate with and resolve the names of the domain controllers. They can also check the computer's secure channel with the domain by using command-line tools. A broken secure channel is another common cause of logon failures and may require the computer to be rejoined to the domain. A solid understanding of this domain authentication process was a key skill for the 70-685 Exam.

Networking Concepts from the 70-685 Exam

To succeed in troubleshooting all the issues discussed in this part of the series, a technician preparing for the 70-685 Exam needed a solid conceptual understanding of some fundamental networking principles. This knowledge provides the context for why the diagnostic tools work the way they do and helps the technician to form more accurate hypotheses about the root cause of a problem.

A key concept is the OSI model, or at least a simplified version of it. Understanding that a network connection is built in layers—from the physical layer (cables), to the data link layer (MAC addresses), to the network layer (IP addresses), and up to the application layer—is crucial for methodical troubleshooting. This layered model allows a technician to start their investigation at the bottom and work their way up, which is a highly effective strategy.

Another fundamental concept is the difference between a physical address (MAC address) and a logical address (IP address), and the role of protocols like ARP (Address Resolution Protocol) in mapping between them. A technician should understand that for two devices on the same local network to communicate, they must know each other's MAC addresses.

Finally, a solid grasp of the core services that make a network function is essential. This includes understanding the role of DHCP for automatic IP address assignment, DNS for name resolution, and the concept of a default gateway for routing traffic to other networks. The 70-685 Exam assumed this foundational networking knowledge as a prerequisite for being able to effectively troubleshoot the wide range of connectivity and resource access issues that a desktop support technician faces.

Identifying and Remediating Malware

One of the most critical responsibilities for a desktop support technician, and a key security topic for the 70-685 Exam, is dealing with malware infections. Malware, which includes viruses, spyware, adware, and ransomware, poses a significant threat to an organization's security and the integrity of its data. A support technician is often the first responder when a user suspects that their computer has been infected, and they must have a clear and effective process for identifying and removing the threat.

The symptoms of a malware infection can be varied. They can include slow system performance, unusual pop-up messages, browser home page redirection, or the appearance of unfamiliar programs. The first step when an infection is suspected is to disconnect the computer from the network to prevent the malware from spreading to other machines. This is a crucial containment step.

The next step is to identify and remove the malware. This is typically done by running a full system scan with a reputable and up-to-date antivirus and anti-malware tool. In a corporate environment, this would be the centrally managed endpoint protection software. For more persistent infections, it may be necessary to boot the computer into Safe Mode or to use a bootable rescue disk that can scan the system in an offline state.

After the malware has been removed, the technician should take steps to determine the initial infection vector and to educate the user to prevent future infections. This might involve advising the user about the dangers of opening suspicious email attachments or downloading software from untrusted sources. A thorough understanding of this entire malware remediation process was a vital skill for the 70-685 Exam.

Troubleshooting Windows Firewall and Security Policies

The Windows Firewall is a critical component of the defense-in-depth security strategy for a Windows client, and the 70-685 Exam required a solid understanding of how to manage and troubleshoot it. The firewall acts as a barrier, controlling the inbound and outbound network traffic for the computer based on a set of configured rules. While it is essential for security, a misconfigured firewall can also be the cause of application and network connectivity problems.

When an application is unable to communicate over the network, one of the first things a technician should check is the Windows Firewall. It is possible that the firewall is blocking the traffic that the application needs to function. The technician can use the Windows Firewall with Advanced Security console to view the active firewall rules and to check the firewall logs to see if any packets are being dropped.

Troubleshooting often involves temporarily disabling the firewall to see if the application starts working. If it does, this confirms that the firewall is the cause of the problem. The technician should then re-enable the firewall and create a specific "allow" rule for the application's network traffic. It is a very bad practice to leave the firewall disabled permanently, as this leaves the computer vulnerable.

In an enterprise environment, the firewall settings are typically managed centrally through Group Policy. A technician should understand that if the settings in the local firewall console are grayed out, it is because they are being controlled by a policy from the domain. In this case, they may need to work with the system administration team to get the necessary firewall rule exceptions added to the central policy. This understanding of centrally managed security was a key concept for the 70-685 Exam.

Managing Data Security with BitLocker and EFS

Protecting data at rest is just as important as protecting data in transit. The 70-685 Exam covered the two main technologies built into Windows 7 for encrypting data on the local hard drive: BitLocker Drive Encryption and the Encrypting File System (EFS). A desktop support technician needed to understand the purpose of these technologies and how to support users who were using them.

BitLocker Drive Encryption is a full-volume encryption feature. It is designed to protect the entire operating system volume. If a laptop that is protected with BitLocker is lost or stolen, the data on the hard drive will be unreadable to anyone who does not have the key. This is a crucial security control for protecting sensitive data on mobile devices. A support technician's role with BitLocker often involves helping users with the recovery process if they forget their PIN or if a hardware change triggers the BitLocker recovery screen.

The Encrypting File System (EFS), on the other hand, is a file- and folder-level encryption feature. It allows an individual user to encrypt specific files and folders within their user profile. Only the user who encrypted the file can open it. EFS is useful for protecting sensitive files in a multi-user environment. A technician's role with EFS often involves helping users to back up their EFS encryption certificate and key, which is essential for data recovery.

Both of these technologies rely on keys that must be properly managed. If the recovery key for BitLocker or the private key for EFS is lost, the encrypted data will be permanently inaccessible. Part of the support technician's job is to ensure that these keys are being properly backed up, often to Active Directory, as part of the enterprise deployment. A solid understanding of these data protection features was an important security topic for the 70-685 Exam.

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