Application
This unit describes the skills and knowledge required to troubleshoot problems, identify and implement preventative maintenance techniques, and conduct diagnostic tests on a range of platforms.
It applies to individuals who, while working under a level of supervision, have responsibility to action tasks in a frontline technical support capacity.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify common symptoms and preventative maintenance techniques for ICT software and hardware | 1.1 Plan troubleshooting processes for ICT software and hardware to guide the resolution of common ICT problems based on requirements for ICT testing and maintenance 1.2 Determine and document common symptoms of ICT problems for ICT software and hardware to increase troubleshooting process efficiency and focus 1.3 Identify and select testing and preventative maintenance techniques taking into consideration the common symptoms of ICT problems to complete planning troubleshooting processes |
2. Operate system diagnostics | 2.1 Run the system diagnostic program according to specifications to identify required modifications in line with requirements for ICT testing and maintenance 2.2 Modify the system configuration as indicated by the diagnostic program to address symptoms 2.3 Carry out preventative maintenance techniques to address common symptoms of ICT problems |
3. Monitor and remove system viruses | 3.1 Scan system to check and maintain virus protection 3.2 Report identified viruses and proposed actions to superior to gain approval 3.3 Implement approved actions to remove detected virus infections using software tools and procedures and by restoring backups 3.4 Document virus symptoms and removal information to keep a record of actions for future application |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.
Skill | Description |
Reading | Interprets textual information to identify issues and solutions to maintain the standards |
Writing | Records key information to note output of investigations, and sequences writing to produce cohesive text for reference |
Oral Communication | Presents factual information in a clear manner, using specific language |
Interact with others | Selects and uses appropriate strategies to establish and maintain spoken communication in familiar and some unfamiliar contexts Derives meaning from oral texts in familiar and some unfamiliar contexts |
Get the work done | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Makes routine decisions and implements standard procedures for routine tasks, using formal decision making processes for more complex and non-routine situations Applies problem solving processes, breaking complex issues into manageable parts and identifying and evaluating options for action Understands key principles and concepts that underpin the design, application and operation of digital systems and tools |
Sectors
Systems administration and support