IT Support Technician

Competency-Based Apprenticeship
Sponsoring Company:
CareerWise Colorado
O*Net Code
Rapids Code
Req. Hours
Apr 04, 2021
Apr 04, 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.
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
Soft skills development
# | 16 hrs
Workplace etiquette and expectations
# | 16 hrs
Professional communication
# | 16 hrs
Time management
# | 16 hrs
Goal setting
# | 16 hrs
Self-advocacy and emotional intelligence
# | 16 hrs
Money management
# | 16 hrs
Stress management
# | 16 hrs
Supervisor interaction preparation
# | 16 hrs
Growth mindset and training plans
# | 16 hrs
Building strong relationships
# | 16 hrs
Feedback and tough conversations
# | 16 hrs
Workplace conflict
# | 16 hrs
Higher education planning
# | 16 hrs
LinkedIn and resume development
# | 16 hrs
Financial planning
# | 16 hrs
Workplace Safety and Ergonomics
# | 16 hrs
CareerWise Quarterly Professional Development Training
Managing strengths and weaknesses
# | 8 hrs
Professional communication
# | 8 hrs
# | 8 hrs
Time management
# | 8 hrs
Google IT Support Professional Certificate: Technical Support Fundamentals
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.
# | 120 hrs
Google IT Support Professional Certificate: The Bits and Bytes of Computer Networking
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.
# | 120 hrs