Microsoft Certified Desktop Support Technician - the verdict
Having reviewed the course material, passed the examinations and successfully delivered the MCDST courses, we thought an appraisal of the process would be useful, including its level of difficulty, the relationship between course content and examination questions - and how it fits into the jigsaw that is Microsoft certification.
29 June 2004
Firstly, Microsoft states that MCDST is an entry-level certification - although the company also stipulates that candidates should have completed formal training on supporting Windows 2000 or Windows XP Professional - or have a minimum of six months experience in troubleshooting any desktop operating system in a workgroup or domain environment. So 'entry level with some experience' then! Microsoft also sees MCDST as a particularly useful qualification for career entrants and indeed current support technicians.
It is fair to say that MCDST has been generally welcomed as a premier certification as it recognises those stalwart individuals who make a living out of supporting the end user - in what has become an increasingly complex networking environment. This particular level of customer support was difficult enough in the past, but such new technologies as remote assistance, remote desktops, VPNs and the needs of home workers and wireless-enabled staff has demanded an increased level of technical knowledge. That said, the plethora of Microsoft's (and other vendors) certifications is becoming something of a monster of their own making.
The course content has come on leaps and bounds and doesn't shy away from breaking, fixing and/or recreating real-life user-experienced operating system/application-related problems. We also noted that at least one examination cram preparation provider has mapped every question to a line paragraph in the MOC courseware. The whole certification is loosely divided into two disciplines:
a. Windows XP Operating system support (course 2261: exam 70-271)
b. Windows XP Application support (course 2262: exam 70-272) The examinations are as difficult and obtuse as any Microsoft Windows examination (or indeed many other IT vendors). They are thankfully short on lengthy scenario-driven questions and have the usual multi-choice answers, with very few obvious red herrings. Without some form of exam-cram, the questions will stretch even the most seasoned help-desk support operative.
For our review, we used Measure-up, although there are plenty of other providers - as you are no doubt aware. Examination 70-271 had 64 questions with an allocated time of 2 hours 35 minutes, with a passing score of 700; examination 70-272 had 55 questions with an allocated time of 2 hours 10 minutes, with a passing score of 700. There were very few questions (if any) on soft skills, or any of the essential people-management and response techniques that often make the difference between a great or not so great help-desk/support technician (though we personally admire anyone who does this tough job day in, day out).
The examinations (although you do need both) also count towards the Microsoft Certified Systems Administrator (MCSA) as an elective; that coupled with the fact that your CompTIA A+ exams (you need both hardware and software) can also be set against the MCSA makes that particular certification path an obvious choice to pursue.
All that said, you will have embarked on the treadmill that is certification: but look on the bright side - you'll become ever-more employable. Good luck!
