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IT Support Technician

Published
Competency-Based Apprenticeship
Sponsoring Company:
CareerWise Colorado
Industries
O*Net Code
15-1232.00
Rapids Code
1059CB
Req. Hours
0
State
DC
Created
Jul 29, 2021
Updated
Jul 29, 2021

Competency-Based Skills

5 skill sets | 23 total skills
Tech Support: Infrastructure
Uses components of commonly used computer hardware, software, applications, etc.; diagnoses customer problems; and provides troubleshooting and issue resolution support.
Describes basic infrastructure (e.g., servers, workstations, applications, networks, data centers, facilities, telecommunications, and related equipment used to develop, test, operate, monitor, manage, and/or support IT services).
Troubleshoots basic issues and identifies resolution tasks.
Troubleshoots and effectively resolves basic to moderate infrastructure issues with confirmation from the customer that the issue has been resolved.
IT/Hardware
Assembles, configures, installs, maintains, and repairs computer and device hardware and IT systems.
Describes how to properly install and connect hardware.
Installs, connects, and tests hardware.
Troubleshoots and repairs failed hardware for end-user computers/devices.
Core Operating Systems
Demonstrates familiarity with the use of multiple operating systems (e.g., Apple, Microsoft, Android, Linux) for computer and mobile devices and installs, configures, and maintains at least one of those operating systems.
Navigates and uses operating systems (e.g., Apple, Microsoft Windows, Android, Linux, iOS).
Installs and configures operating systems.
Addresses individual user issues and assists with issues of larger scope.
Configures, optimizes, and maintains (e.g., patching or security updates), and troubleshoots operating systems for a larger scope of IT systems (e.g., a section or department of computers in a company).
Software applications
Installs, configures, and maintains a wide variety of software applications
Demonstrates ability to use basic application menus and functions.
Installs, performs initial configuration, and tests a wide variety of software applications
Performs advanced configuration and maintains and enhances a wide variety of software applications.
General Information Security
Installs, configures, troubleshoots, tests, and maintains in a secure manner the portion of the IT environment under their responsibility (networks, communication, hardware, software, and other devices) to ensure confidentiality, integrity, and availability.
Describes how to protect and secure end-user workstations including computers and devices.
Documents security measures and adheres to risk, compliance, and company policy.
Implements and documents security measures.
Aids in recovery when problems arise (e.g. eradicates a virus, solves for a hard drive crash).
Analyzes security scans and implements remediation action steps (e.g., security patching).

Technical Instruction

CareerWise Apprenticeship Boot Camp - 16 req. hrs
Soft skills development
Workplace etiquette and expectations
Professional communication
Time management
Goal setting
Self-advocacy and emotional intelligence
Money management
Stress management
Supervisor interaction preparation
Growth mindset and training plans
Building strong relationships
Feedback and tough conversations
Workplace conflict
Higher education planning
LinkedIn and resume development
Financial planning
Workplace Safety and Ergonomics
CareerWise Quarterly Professional Development Training - 8 req. hrs
Managing strengths and weaknesses
Professional communication
Networking
Time management
Google IT Support Professional Certificate: Technical Support Fundamentals - 120 req. hrs
In this course, apprentices are introduced to the world of Information Technology, or IT. By the end of this course, apprentices will be able to: understand how the binary system works, assemble a computer from scratch, choose and install an operating system on a computer, understand what the Internet is, how it works, and the impact it has in the modern world, learn how applications are created and how they work under the hood of a computer, utilize common problem-solving methodologies and soft skills in an Information Technology setting.
Google IT Support Professional Certificate: The Bits and Bytes of Computer Networking - 120 req. hrs
This course is designed to provide a full overview of computer networking. It covers everything from the fundamentals of modern networking technologies and protocols to an overview of the cloud to practical applications and network troubleshooting. By the end of this course, apprentices will be able to: describe computer networks in terms of a five-layer model, understand all of the standard protocols involved with TCP/IP communications, grasp powerful network troubleshooting tools and techniques, learn network services like DNS and DHCP that help make computer networks run, understand cloud computing, everything as a service, and cloud storage.

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