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).
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).