Description

This qualification provides the skills and knowledge for an individual to be competent in introductory ICT 'technical' functions and is designed to support information activities in the workplace and to achieve a degree of self sufficiency as an advanced ICT 'user'. The will give employers a degree of confidence in an individual's usefulness in the workplace as it has a strong suite of 6 common core ICT units building on the prerequisite knowledge and skills from the 8 Certificate II in IT core units.

The qualification provides for a number of electives at Certificate IV in IT level thus offering a degree of stretch in learning plus potential pathways into higher level qualifications. A small number of electives can be chosen beyond the ICT Training Package and it is possible to achieve this qualification during the final years of secondary school education, subject to the demonstration of competency to a standard expected in the workplace.

It has 3 specialist streams with direct relevance to workplace roles.

Applications Stream Provides skills in advanced use of applications and could provide basic application software support within an organisation. This stream may provide for natural progression into several Certificate IV in IT qualifications including Multimedia or Programming.

Network Administration Stream Develops skills in the administration and maintenance of the user environment for a computer network. Graduates could work as a network administrator within an organisation. There are several vendor courses that may be integrated in this qualification. This stream may provide for natural progression into several Certificate IV in IT qualifications including Networking or Websites.

Support Stream Provides skills in basic use of a range of technologies to provide first level diagnostic support to people using ICT. This stream may provide for natural progression into several Certificate IV in IT qualifications including Support or Websites.

Job Roles

Depending on the stream selected, graduates from this qualification could work in basic personal computer (PC) support, basic network/system administration or in first level help desk roles. Additionally, using a selection of retail or sales units from other Training Packages, people could work in ICT retailing or vendor product support. Small to medium enterprises (SMEs) will find the outcomes of this qualification useful at advanced ICT user or introductory technical support levels.

Possible job titles include:

• Call Centre Support Representative

• Client Support Officer

• Computer Operator

• Customer Liaison

• Customer Service Representative

• Help Desk Officer

• Help Desk Technician

• ICT Operations Support

• ICT User Support

• IT Technician

• Maintenance Technician

• PC Support

• PC Support Specialist

• Sales Support Technician

• Support Technician

• Technical Support

• User Support Specialist

Prerequisite Requirements

A number of the core units within this qualification have prerequisites. These are detailed as follows:

Qualification structure

To attain the ICA30105 Certificate III in Information Technology 14 to 16 units must be achieved (depending on the specialist stream chosen):

6 common core units; plus

4 Units from Group A, or

6 Units from Group B, or

5 Units from Group C, plus

4 elective units

Core units

ICAD3218B Create user documentation

ICAI3020B Install and optimise operating system software

ICAS3031B Provide advice to clients

ICAS3234B Care for computer hardware

ICAT3025B Run standard diagnostic tests

ICAU3004B Apply occupational health and safety procedures

Achieve all units in 1 of the 3 specialist streams (Applications, Network Administration or Support)

Group A Applications electives - complete 4 units

ICAU3019B Migrate to new technology

ICAU3028B Customise packaged software applications for clients

ICAU3126B Use advanced features of computer applications

ICAI3110C Implement system software changes

Group B Network Administration electives - complete 6 units

ICAI3101B Install and manage network protocols

ICAS3024B Provide basic system administration

ICAS3032B Provide network systems administration

ICAS3034B Determine and action network problems

ICAS3120C Configure and administer a network operating system

ICAS3121B Administer network peripherals

Group C Support electives - complete 5 units

ICAI3021B Connect internal hardware components

ICAS3024B Provide basic system administration

ICAS3115B Maintain equipment and software in working order

ICAU3019B Migrate to new technology

ICTCC330B Manage customer relationships

Achieve 2 elective units chosen from the following sources (listed in recommended order)

other ICA30105 streams not already selected; and/or

ICA30105 electives list below; and/or

elsewhere in the ICA05 Information and Communications Technology Training Package (atCertificate III or Certificate IV) ; and/or

any accredited course.

Achieve 2 elective units chosen from the following sources (Listed in recommended order)

any of the above core or elective sources; and/or

preferred Training Packages (at Certificate III or Certificate IV) (BSB07 Business Services; ICT02 Telecommunications; CUF07 Screen and Media ICP05 Printing and Graphic Arts; SIR07 Retail Services; CUV03 Visual Arts, Craft and Design); and/or

any other Training Package (at Certificate III or Certificate IV) based on documented industry or enterprise need; and/or

any accredited course.

Elective units chosen must be relevant to the work outcome, local industry requirements and the qualification level.

Group D electives

ICAB3018B Develop macros and templates for clients using standard products

ICAB4135B Create a simple mark-up language document to specification

ICAB4169B Use development software and IT tools to build a basic website

ICAB4225B Automate processes

ICAD4190B Maintain information standards

ICAD4217B Create technical documentation

ICAI3021B Connect internal hardware components

ICAI3110C Implement system software changes

ICAI4029B Install network hardware to a network

ICAI4030B Install software to networked computers

ICAI4097B Install and configure a network

ICAS4108B Complete database back-up and recovery

ICAS4127B Support system software

ICAS4134C Provide first-level remote help desk support

ICAS4191B Maintain website performance

ICAS4201B Transfer content to a website using commercial packages

ICAT4185B Create a website testing procedure

ICAU4207B Apply web authoring tool to convert client data for websites

Entry Requirements

The following units contain the basic fundamentals of ICT knowledge and skills for all qualifications at Certificate III in IT and above. These units or demonstrated equivalence are required for entry into this qualification:

BSBCMN106A Follow workplace safety procedures

ICAD2012B Design organisational documents using computing packages

ICAU1128B Operate a personal computer

ICAU2005B Operate computer hardware

ICAU2006B Operate computing packages

ICAU2013B Integrate commercial computing packages

ICAU2231B Use computer operating system

ICAW2001B Work effectively in an IT environment

ICAW2002B Communicate in the workplace

Not Applicable

Employability skills summary

ICA30105 Certificate III in Information Technology

The following table contains a summary of the employability skills required for a User Support Specialist. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.