The candidate was asked to complete four projects within a 4 hour assessment:
1) Operating a PC by connecting hardware, creating file directories, accessing system information, saving and printing a document, and connecting two PCs via LAN.
2) Installing specific Microsoft Office applications by identifying requirements.
3) Recording client support requests by filling out forms, prioritizing requests, and creating a request log.
4) Creating user accounts and installing antivirus software to scan weekly.
The candidate was asked to complete four projects within a 4 hour assessment:
1) Operating a PC by connecting hardware, creating file directories, accessing system information, saving and printing a document, and connecting two PCs via LAN.
2) Installing specific Microsoft Office applications by identifying requirements.
3) Recording client support requests by filling out forms, prioritizing requests, and creating a request log.
4) Creating user accounts and installing antivirus software to scan weekly.
The candidate was asked to complete four projects within a 4 hour assessment:
1) Operating a PC by connecting hardware, creating file directories, accessing system information, saving and printing a document, and connecting two PCs via LAN.
2) Installing specific Microsoft Office applications by identifying requirements.
3) Recording client support requests by filling out forms, prioritizing requests, and creating a request log.
4) Creating user accounts and installing antivirus software to scan weekly.
The candidate was asked to complete four projects within a 4 hour assessment:
1) Operating a PC by connecting hardware, creating file directories, accessing system information, saving and printing a document, and connecting two PCs via LAN.
2) Installing specific Microsoft Office applications by identifying requirements.
3) Recording client support requests by filling out forms, prioritizing requests, and creating a request log.
4) Creating user accounts and installing antivirus software to scan weekly.
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Project Information
Given the necessary equipments, tools, materials, supplies and information the candidate is expected to perform the following four projects.
Recommended Assessment place: Well equipped computer Lab
Total time allotted: 4:00
Project One: Operating a personal computer, connecting hardware peripherals and
connecting workstations to the internet (60 minutes)
Task 1: Connect hardware peripherals and operate personal computer
A. Connect the peripherals provided (Monitor, system unit, keyboard ,Printer,UPS
etc) B. Startup the computer and create the following directory structure inside my documents
I u d n t s n i M r t s f o y O C r y ti a c u d E C n o
C. Access system information of one of the computers you are provided with and fill the table below correctly Table1. Basic System Information System parameter System Description
1 Operating System Name
2 Operating System Version
3 Operating System Manufacturer
4 System manufacturer
5 System Model
6 System Type
7 Processor(S)
8 Bios version
9 Total Physical memory
D. Save the above document in the folder ICT and print it
Task 2: LAN connection and Internet sharing
A. Connect the two computers peer to peer using appropriate cable
B. Configure a dialup internet connection using Table 2 information in one of the computers(PC 1) and share the internet connection to the other computer(PC2)
Table 2. Dialup Connection Information
1 ISP Name ETC
2 Username IC Support
3 Password !QAZxsw2
4 Dial Phone Number 900
Project 2. Installation of Software application (45 minutes)
Task 1. A client requested you to install l Microsoft Office 2007, but he/she needs Only Microsoft office word 2007 and Microsoft offices OneNote 2007 are to be installed. A. Identify and list Microsoft office 2007 requirements
Table 3. The summary of system requirements
Minimum OS requirement:
Minimum hardware requirement:
B. Install the software as requested by your client in one of the computers
provided
Project 3: Recording client support Requests (60 minutes)
Suppose you are working in Ethio-life Hospital as an IT support service technician; today you have received the following four support request forms (Form 1, Form 2, Form 3, Form 4,) from departments of the hospital. In addition you received a call from W/t Frehiwot from reception to fix the mouse that is not fast enough to work with and Ato Demena came to your workshop and requested you to provide him a latest Dell computer.
(Note: according to the Hospital’s policy, an IT support Service technician is expected only to provide maintenance support and Advice to Requests.)
Form 1. Support Request Form
Request ID: SRF0045
Department: Medical Director Date of Request: xx/x/2010 Time of request: 8:30
AM_______
Name of Client: Dr. Zewdu______________________________________________
Equipment Description: Toshiba Laptop
Problem Description: Windows Media Player in my laptop is not working
For IT Support technician Only
Technician Name: __________
Identified problem Description: _____________________________ Response Time:______________
Task 1: Record the details of all the requests by preparing a request recording list (you need to record all the details including their current status)
Task 2: prioritize and escalate the requests considering your working environment and your roles and responsibilities.
Project 4: (45 minuets)
Task 1: Create user accounts using the information on the following table. Table . User Account Information
No User Name Privilege Password
1 ICT Computer administrator @rrtGG#
2 Aschalew Computer administrator $tT46U@
3 Level1 Limited -
4 Matias Limited 778&yy
Task 2. Install an antivirus program provided and configure it to scan and update automatically on weekly bases Observation Checklist
Candidate’s Name: Assessor’s Name: Occupation IT Support Service
Unit of Competence 1,2,3,4,5,6,9
Date of Assessment: Time of Assessment: Instructions for the Assessor Observe the candidate. Describe the assessment activity and the date on which it was undertaken Place a tick in the box to show that the candidate completed each aspects of the activity to the standard expected in the enterprise. Ask the candidate a selection of the questions from the attached list to confirm his/ her underpinning knowledge. Place a tick in the box to show that the candidate answered the questions correctly. Complete the feedback sections of the form. OBSERVATION During the demonstration of skills, did the candidate…? Ye No s Project 1: Operating a personal computer, connecting hardware peripherals and connecting workstations to the internet
Connect all peripheral devices provided correctly Start up the computer Create the directory structure as provided Access system information and recorded as required Save the document in the correct folder Print the document by configuring the printer Connect the two computers using appropriate cable Configure a dial up internet connection in one of the computers(PC 1) Share the dialup connection to the other computer(PC 2) Project 2 : Installation of Software application Identify Microsoft office 2007 installation requirements Install the software based on client’s requirement Project 3: Recording client support Requests
Log all requests(requests from form, verbal, and phone call) Prioritize and escalate properly Project 4: Protecting computer and Maintaining Inventories of Equipments and software Documentation
Create user accounts following the instruction correctly Install the antivirus program Configure the antivirus program to update and scan automatically The candidate’s demonstration was: Satisfactory Not Satisfactory
Recording Sheet for Oral Questioning
Candidate’s Name: Occupation IT Support Service
Unit of Competence 1,3,4,7,8,9,10
Oral/interview questions Satisfactory response Yes No Q1. What recommendation/advice would you provide in case of weak default security/password settings in a computer that has critical data?
Q2. What would you do if the quality of a new product purchased measured below workplace standard? Q3. What would you do if you are unable to troubleshoot a malfunctioning computer? Q4.what would you do if a client is stating the problems he encountered on his computer? Q5. What action would you take if an employee in your company used company IT recourses for his own personal use? Q6. What precautions would you take while working inside a system unit? Q7. What cable orientation would you use if you want to connect two computers using a Hub? The candidate’s underpinning knowledge was: Satisfactory Not satisfactory Assessor’s Signature: Date: Acceptable answers are: A1. I will advice to change the username, password and to use a long strong password that includes special characters, numbers and alphabets I will advice not to use weak passwords such as family names, pet’s name, birthdates, which are simple to find out. A2. causes of deviation from standard are identified and reported in accordance with work place procedures A3. The candidate must answer at least two possible answers given below: I will read further to troubleshoot it by myself I will escalate the situation to the next level I will ask an assistance from my group A4. I will listen attentively; I will take notes and then act accordingly. A5. I will advice him not to do the same again but if he continues to do so, I will report following companies ethical standards, policies and guidelines. A6. The candidate must answer all possible answers given below: I will use wrist watch strap to discharge, if wrist watch strap is not available I will discharge by rubbing on the case cover. I will unplug all power cables. A7. I will use a straight though cable orientation
