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IT Generalist

Competency-Based Apprenticeship
Sponsoring Company:
Urban Institute
O*Net Code
Rapids Code
Req. Hours
Jul 16, 2021
Jul 16, 2021

Competency-Based Skills

6 skill sets | 39 total skills
Sets up and removes employee or client workstations or devices, including setting up access controls
Sets up desktop, laptop and other devices for employees
Installs software on network or individual users' computers, laptops or devices and sets appropriate access controls or authorities
Sets up user identifications and passwords and implements policies regarding passwords and user/administrator permissions
Establishes secure external connections to network or desktops using secure remote access technology
Installs printers on networks or individual devices
Sets up network map, employee folders and centralized data repositories
Sets up email account for users and establishes storage limits and backup parameters
Maintains and manages software licenses
Removes users from network, archives data and files, removes workstations and disables devices for users exiting the organization or prohibited from using IT resources
Installs, provides user support for, or troubleshoots hardware and commercial software
Uses FAQ's or other job aids to troubleshoot hardware or software faults
Uses logic to discover source of faults and recommends appropriate solutions
Demonstrates ability to use basic software, including set-up of preferred default settings, instructs other users on the basic features of standard software packages, and identifies and remedies typical faults in relevant software packages
Identifies situations in which the fault must be escalated to a higher-level technology support individual, including an outside vendor
Contacts outside vendors or vendor- supported help desk to solve difficult problems or procure software patches
Prioritizes "tickets" or requests for help based on business need, staff hierarchy or urgency of problems
Supports internal or external clients in the use of audio/visual technology and conference technology
Sets up and links audiovisual equipment, including projectors, screens, laptops, cameras and related device
Installs, launches, operates and troubleshoots software designed to facilitate presentations, web-based conferencing and audioconferencing
Tests equipment and software prior to use to ensure sound and video quality is acceptable
Sets up, schedules and manages web-based or video conferences
Provides support to users during meetings, conferences or webinars
Sets up user accounts on voice technologies or systems, including voicemail
Installs, maintains and troubleshoots networks
Installs and maintains wired and wireless networks
Connects devices to networks physically and using remote access technologies
Installs network security software and devices and monitors system for signs of hacking, intrusion or viruses
Tests resiliency of security devices or software and monitors bandwidth utilization
Establishes and sets access levels and permissions based on employees' job roles and company policies
Assists in setting up, configuring and managing servers including data storage
Sets up user identification parameters on servers
Assists in monitoring server use, efficacy of data back-up and storage systems and integrity of redundant systems or technologies
Makes minor software modifications to improve performance or customize to user needs
Surveys user needs to understand what modifications are needed
Modifies a program within a software package, including securing permission from vendors to do so
Inserts or loads organizational templates or standards into software, such as presentation templates in PowerPoint or equivalent software
Monitors computer performance and recommends/makes upgrades or modifications as necessary to improve speed or other performance parameters
Uses software to set up needed business functions, such as workflows, tracking, archiving or other functions
Assists in maintaining or updating web content and manages user access profiles and authorities
Sets user/author access permissions based on organization's policies
Uploads new content to organization's website or removes old content as instructed
Tests functionality of links embedded in the website
Notifies appropriate person if incorrect, outdated or otherwise problematic content is identified
Notifies appropriate person if website is not functioning properly

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