Ability to effectively follow the organization's rules, responsibilities as well as basic workplace ethics and policies. Ability to explain basic principles of work ethics, interpersonal communication and the organization's basic structure and functions to other employees. Ability to work safely and follow established safety procedures.

1. Know: Organization's structure, rules, responsibilities, work ethics and related policies. Organization's safety policies.

Ability to integrate organizational mission/goals & vision into work practices and use benchmarking and "bestpractices" to improve performance.

1. Do: Demonstrate a working understanding of the organization's structure, personnel rules, responsibilities and general understanding of work ethics, interpersonal communications and related policies. Understands and practices safetyprocedures and rules.
2. Know: The organizations goals, mission and vision as well as the concepts of "best practices", benchmarking and mechanisms for sharing innovative ideas.

Ability to engage and utilize employee benefit and development programs.

1. Exit: Review validates an understanding of the organization's structure, personnel rules, responsibilities and general understanding of work ethics, interpersonal communications and related policies. Understands and practices safetyprocedures and rules.
2. Do: Demonstrate a working understanding of the organization's goals, mission and vision and how "best practices" and benchmarking can be used by the organization.
3. Know: Employee benefits, recognition, awards and employee development programs.

Ability to use common office tools toproduce documents, spreadsheets and presentations.

1. Exit: Review validates an understanding of the organization's goals, mission and vision and how "best practices" and benchmarking can be used by the organization.
2. Do: Identify the organization's benefit, recognition and awards program and how they apply to employees. Learn the organization's employee development programs and how they are applied. Participate in selectedprograms as appropriate.
3. Know: Basic use of organization's office SW tools such as Word and Excel and office HW such as copiers, fax machines etc.

Ability to develop or update work processes or procedures in accordance with organization's standards.

1. Exit: Review validates an understanding of applicable programs. Activeparticipation in applicable programs elected by apprentice.
2. Do: Demonstrate the ability to use common office tools to produce documents, spreadsheets and presentations. Produce one or more work products using the organization's common office tools such a MS Power Point, Excel and Word. Basicproficiency is demonstrated.
3. Know: Organization's system of process and procedure development, improvement and control.

Ability to prepare and deliver oral presentations that effectively convey information, concepts and ideas.

1. Exit: Produce one or more work products using the organization's common office tools such a MS Power Point, Excel and Word. Basic proficiency is demonstrated.
2. Do: Explain the organization's process for development, improvement and control of work processes. Select, review and update a simple process used by the organization or developa new simple process or procedure.
3. Know: How toprepare and deliver effective oral presentations.

Ability to prepare a complete, accurate and convincing formal report on a technical subject using standard formats and office tools.

1. Exit: Three formal oral presentations areprepared and effectively delivered to an appropriate audience.
2. Do: Produce a formal technical report on an IT related subject that is complete, accurate and convincing. Use standard company formats and workplace office tools. (Note: A formal report required by another Qualification Card can be used to meet this requirement)

Ability to prepare a complete, accurate and convincing formal report on a technical subject using standard formats and office tools.

1. Exit: A less complexprocess orprocedure is developed or modified and approved for implementation.
2. Do: Prepare and present three formal oral presentations to an audience.(Note: Presentations required by other Qualification Cards can help to fulfill this requirement). The presentations should effectively convey information, concepts and ideas.
3. Know: Basicprinciples of technical writing and how to prepare formal technical reports

Ability to prepare a complete, accurate and convincing formal report on a technical subject using standard formats and office tools.

1. Exit: Completion and acceptance of a formal technical report that is complete, accurate and effective and isproduced using standard formats and office tools.

1. Know: Concepts andpractices for IT asset managementincluding acquisition, inventory, management and disposal.
2. Do: Participate in requesting an IT asset from existing inventories, and development of specifications and requisitioning of new IT assets. Participate in the organization's IT inventory efforts and in preparing and disposing of IT assets.
3. Exit: Show successfully processed IT asset requests, procurement requests and completed IT asset disposal process documents.
4. Know: Concepts andpractices for evaluating existing, emerging or new technologies and assessing business opportunities
5. Do: Participate in the research, evaluation and assessment of an existing, emerging or new technology for use in a business function. Document and present results of the study (including research, evaluation, and business benefits for use of a new technology) with recommendations for adoption.
6. Exit: A successfully documented and presented study including research, evaluation, and business benefits, for use of a new technology.

1. Know: Standard operating procedures and practices for the organization.
2. Do: Define and discuss the organization's standard operational procedures. Develop a written outline of the organization's standard operating procedures.\
3. Exit: A written outline for organization's standard operationalprocedures that is accurate and complete.
4. Know: Operations performance measurement concepts andpractices.
5. Do: Describe how the organization measures operationalperformance. Successfully develop an operationalperformance metric for an area of the organization's operation.
6. Exit: Successfully developan operational performance metric.
7. Know: Organization'spractices andprocedures for communicating operational status of IT infrastructure systems and services.
8. Do: Accurately describe the organization'sprocedures for documenting and communicating operational status of IT infrastructure systems and services. Successfully implement a number of operational status communications.
9. Exit: Successfully implement a number of operational status communications.
10. Know: The value of customer communications methods andpractices.
11. Do: Describe how the IT organization how the organization communicates with its customers. Practice these concepts in communicating with customers. Create a short paper or presentation on effective customer communications or on a new technique for improving communications
12. Exit: Short paper or presentation on effective customer communications or on a new technique for improving communications.
13. Know: Understand general team building concepts, the value ofteamwork and generalprinciples of high-performance teams.
14. Do: Successfullypractice teamwork principles. Participate as a member of 2 or more teams conducting different efforts.
15. Exit: Effectiveparticipation as member of 2 or more teams.

1. Know: Nationally recognized basic project management concepts and the basicproject managementpractices used by the organization.
2. Do: Accurately describe the nine areas of PMBOK. Identify how these concepts are applied by the organization.Developa short paper or presentation describing how basic project management concepts are applied in the organization.
3. Exit: A short paper orpresentation on how basicproject management concepts are applied in the organization.
4. Know: Basics ofproject outcome analysis and lessons learned
5. Do: Analyze the outcome of a project as a member of a project team or independently for a simple project. Presentthe outcomes ofthe project with supporting analysis and lessons learned.
6. Exit: The outcomes of aproject are formally presented alongwith supporting analysis and lessons learned.

1. Know: Organization'spractices andprocedures for customer helpdesk calls
2. Do: Review, learn and successfully practice organization's helpdesk procedures and practices. Participate in responding to customer helpdesk calls effectively using the organization's practices and procedures. Staff the organization's help desk on multiple occasions.
3. Exit: Staff the organization's helpdesk on multiple occasions.
4. Know: Organization's practices and procedures for monitoring operation and performance of IT infrastructure services.
5. Do: Successfully execute the organization's desk side supportprocedures for installing software upgrades. (Remote technical assistance - if applicable). Successfully deploy a significant software upgrade to a larger groupofpersonal computer customers.
6. Exit: Short paper or presentation describing what the organization monitors, the indicators of expected service quality, potential performance abnormalities and how to respond to abnormalities if they do occur.
7. Know: Organization's practices and procedures for providing desk side customer assistance with personal computer operations.
8. Do: Successfully execute the organization's procedures for providing desk side IT support to customers. Make successful field calls to deliver desk side IT support for customers.
9. Exit: Make successful field calls to deliver desk side IT support for customers.
10. Know: Organization's practices and procedures for installing software upgrades on user’s personal computers.
11. Do: Successfully execute the organization's desk side support procedures for installing software upgrades. (Remote technical assistance - if applicable). Successfully deploy a significant software upgrade to a larger group of personal computer customers.
12. Exit: Successfully deploy a significant software upgrade to a larger group of personal computer customers.
13. Know: Organization'spractices andprocedures for desktopcomputer hardware and software baseline configurations.
14. Do: Successfully execute the organization'sprocedures forpersonal computer hardware and software baseline configurations.
15. Exit: Successfully developand publish apersonal computer hardware and software baseline configuration recommendation.
16. Know: Organization's practice and procedures for implementing personal computer hardware upgrades.
17. Do: Successfully execute the organization's procedures for implementing hardware upgrades such as; memory, disk drives, CD's, floppy drives, network cards, sound cards, CPU's, etc.
18. Exit: Successfully upgrade various hardware components for a significant number of personal computers. Obtain A+ hardware certification.
19. Do: Successfully execute the organization's procedures for developing andpublishing customer self-helpand informational documents
20. Exit: Successfully develop or revise a number of customer self-helpor informational guidance documents.
21. Know:How to configure and provide assistance to customers in using common office software tools.
22. Do: Successfully execute installation, configuration and customer assistance in using common office software tools such as; Word, Excel and Power Point.
23. Exit: Provide a short training session on the basics of configuring and using the organization's office software tools.
24. Know:Practices andprocedures for connecting end user devices to the network.
25. Do: Successfully install and configure end-user network devices including servers, workstations, printers,plotters, scanners, IP phones, etc.
26. Exit: Successfully install and configuration various end user network devices.

1. Know: Organization'spractices andprocedures for developing and publishing web pages.
2. Do: Review, learn and successfully practice the organization's procedures for developing, approving and publishing web pages including; using the standard web page development software, developing the standard look and feel, assuring security requirements are addressed , etc.
3. Exit: Successfully develop new or revised general purpose web pages.

1. Know: The "language" of security - terms and acronyms.
2. Do: Study and learn security terminology and common security acronyms.
3. Exit: Ability to understand and explain security and Information Assurance terminology.
4. Know: The roles and responsibilities ofthe Information AssuranceOrganization.
5. Do: Correctly identify the IT organization structure, roles and responsibilities including roles such as; System Administrator, Information Assurance Manager, Information Assurance Officers, Network Security Manager, Network Security Officers, and Designated Approval Authority. Provide a complete and accurate shortpresentation orpaper on the organization's security roles and responsibilities.
6. Exit: A complete and accurate shortpresentation orpaper on the organization's security roles and responsibilities.
7. Know: Password Security Concepts
8. Do: Become familiar withpasswordpolicy and characteristics (length, complexity, age, etc.…) associated with domains.
9. Exit: Demonstrate the ability to configure password characteristics for a domain.
10. Know: Common information security risks and threats.
11. Do: Review, discuss and learn the importance of Information Systems Security. Understand the importance of protection mechanisms
12. Exit: Completion of video training and a monitored discussion with organization securitypersonnel on the importance of IT security practices.
13. Know: Organization's security policies and practices.
14. Do: Identify the organization's security policy and practices and how they combine to implement due care and due diligence within an organization. Develop a short presentation or paper to a security audience demonstrating a working knowledge of the organization's security policies and practices.
15. Exit: A short paper or presentation to a security audience demonstrating a working knowledge of the organization's security policies and practices.
16. Know: Organizational security ethics and federal ethics statutes
17. Do: Demonstrate a working knowledge of the organization's security ethics, applicable National security ethics, statutes and organizations acceptable use policy. Provide a shortpresentation to a groupon security ethics ofthe organization.
18. Exit: A shortpresentation to a groupon security ethics ofthe organization and federal statutes.
19. Know: Basic concepts, configurations andpolicies related to the organization's firewall services.
20. Do: Accurately describe the organization's firewall policies, configurations and general concepts. Deliver a short paper or presentation to a security audience demonstrating a working knowledge of the organization's firewall concepts, policies and practices.
21. Exit: A short paper or presentation to a security audience demonstrating a working knowledge of the organization's firewall concepts, policies and practices.
22. Know: Practices and procedures for monitoring network Intrusion Detection Systems (IDS).
23. Do: Accurately describe procedures for monitoring, assessing and reporting incidents detected by the organizations IDS. Participate in the establishment of IDS alerts, IDS log analysis and incident reporting practices. Conduct IDS monitoring, analysis and reporting activities.
24. Exit: Conduct IDS monitoring, analysis and reporting activities.

1. Know: Basic understanding for organization's network architectures and technologies
2. Do: Participate in document reviews and discussions on organizational network architecture and supporting technologies.Developa shortpaper orpresentation that accurately explains the organizational network architecture and supporting technology.
3. Exit: A shortpaper or oral presentation that accurately explains the organizational network architecture and supporting technologies.
4. Know: Organizational safety procedures and policies
5. Do: Successfully complete safety training for network topics such as chemicals, confined spaces, electrical hazards, falls, ladder, lifting, lockouts, PPE, tools and fiber optics.
6. Exit: Successful and complete participation in safety training for network topics such as chemicals, confined spaces, electrical hazards, falls, ladder, lifting, lockouts, PPE, tools and fiber optics.
7. Know: Basic operational concepts of Internet Protocols and the Internet.
8. Do: Complete training and discuss observations. Provide a demonstration of basic knowledge.
9. Exit: Completion oftraining and a demonstration of basic knowledge.
10. Know: Common concepts andpractices of Local Area Networks (LAN) and architectures.
11. Do: Participate in classroom training, document reviews and discussions of LAN architectures. Participate in reviews of organizational network documentation of technical approaches and designs for these architectures. Deliver a short presentation or paper describing the concepts and practices related to LAN and how these architectures are employed by the organization.
12. Exit: A shortpaper or oralpresentation describing the concepts andpractices related to LAN and how these architectures are employed by the organization.

1. Know: Organization's multi-media operational concepts and supporting technologies.
2. Do: Review, discuss,practice and learn organization's multi- media implementations, supporting technologies, and functional services supported. Deliver a short paper or presentation on the organization's multi-media implementation including identification of business benefits and potential new uses of the technology.
3. Exit: Short paper or oral presentation on the organizations' multi-media implementation including identification of business benefits andpotential newuses ofthe technology.
4. Know: Video Tele-Conferencing systems and solutions used by the organization
5. Do: Review and learn about the VTC systems used by the organization. Review, learn and successfullypractice how to establish and manage VTC sessions for point-to-point and point-to-multi-point sessions including troubleshooting basic problems and knowing who to contact for the more complexproblems.(if applicable)
6. Exit: Successfully establish and manage VTC sessions. (If applicable)
7. Know: How to incorporate multi-media techniques into a PowerPoint presentation.
8. Do: Develop more advanced Power Pointpresentation by incorporating various multi-media technologies.
9. Exit: Independently developand deliver a more advanced Power Point presentation.

1. Know: Organization's software system architectures and design concepts.
2. Do: Review, discuss, and learn the organization's general software system architecture approach and supporting technologies, software development lifecycle and software development policies. Create a short paper or oral presentation that describes the software system architectures and supporting technologies used by the organization.
3. Exit: Shortpaper or oral presentation that describes the software system architectures and supporting technologies used by the organization.
4. Know: Functionality of the organizations primary software application systems.
5. Do: Review, discuss and learn about the primary software application systems used by the organization including; identifying customers of the systems, functions performed by the system, administrators of the system, technologies used by the systems, etc. Developan accurate and complete top-level functional decomposition diagram for one of the organization's critical software application systems
6. Exit: Developan accurate and complete top-level functional decomposition diagram for one of the organization's critical software application systems.

1. Know: Database concepts and technologies used by the organization.
2. Do: Review, discuss and apply the organization's database tools and technologies including; database engines, applications, system support tools and utilities, backupand recovery procedures and roles and responsibilities oft he support staff. Deliver a short paper or oral presentation on the database concepts and technologies used by the organization.
3. Exit: A shortpaper or oralpresentation on the database concepts and technologies used by the organization.

Know: Organization's structure, rules, responsibilities, work ethics and related policies. Organization's safety policies. ILT: New employee orientation session and safety training Exit: Review validates an understanding of the organization's structure, personnel rules, responsibilities and general understanding of work ethics, interpersonal communications and related policies. Understands and practices safety procedures and rules.

Know: The organizations goals, mission and vision as well as the concepts of "bestpractices", benchmarking and mechanisms for sharing innovative ideas. ILT: Seven habits of highly effective people Exit: Review validates an understanding of the organization's goals, mission and vision and how "best practices" and benchmarking can be used by the organization.

Know: Basic use of organization's office SW tools such as Word and Excel and office HW such as copiers, fax machines etc. ILT: Office Software Training Exit: Produce one or more work products using the organization's common office tools such a MS Power Point, Excel and Word. Basic proficiency is demonstrated.

Know: How toprepare and deliver effective oral presentations. ILT: Communications Exit: Three formal oralpresentations areprepared and effectively delivered to an appropriate audience.

Know: Basic principles of technical writing and how to prepare formal technical reports. ILT: Principles of technical writing Exit: Completion and acceptance of a formal technical report that is complete, accurate and effective and isproduced using standard formats and office tools.

Know: Processes and concepts of the organization's budgeting and planning practices. ILT: Business Management Exit: A review validates an understanding for the organizational planning, budgeting, approval processes and how funding flows within the organization.

Know: Understand general team building concepts, the value ofteamwork and generalprinciples of high-performance teams. ILT: Principles of Team building 40Hours Exit: Effectiveparticipation as member of 2 or more teams.

Know: Nationally recognized basic project management concepts and the basic project managementpractices used by the organization. ILT: Project Management Concepts (PMI or equivalent) Exit: A short paper or presentation on how basic project management concepts are applied in the organization.

Know: Organization'spractices andprocedures for customer helpdesk calls. ILT: Tech Support / Helpdesk Functions Exit: Staffthe organization's helpdesk on multiple occasions.

Know: Organization'spractices andprocedures for providing desk side customer assistance with personal computer operations. ILT: PC hardware Exit: Make successful field calls to deliver desk side IT support for customers.

Know: How to configure personal computer operating system features. ILT: Operating Systems Exit: Successfully install and configure personal computer operating system software on a number of computers. Obtain A+ Operating system certification.

Know: Practices and procedures for connecting wireless devices and users. ILT: Wireless / Telecommunications Exit: Successfully install and configure various wireless devices and end user network connections.

Know: Organization'spractices andprocedures for developing and publishing web pages. ILT: Internet Applications Exit: Successfully develop new or revised general purpose web pages.

Know: Common information security risks and threats. ILT: Information Age Technology”, “Federal Information Systems Security Awareness”, "Computer Security 101", "Protect your AIS", Protect your AIS, the Sequel", "Networks at Risk","Identity Theft: Protect Yourself"(WBT) Videos Exit: Completion of video training and a monitored discussion with organization security personnel on the importance of IT security practices.

Know: Organization'spractices andprocedures for installing, configuring and maintaining workstation and network firewalls. ILT: Security Concepts Exit: Successfully conductfirewall installations, configurations and maintenance activities.

Know: Basic operational concepts of Internet Protocols and the Internet. ILT: "Warriors of the Net" Exit: Completion oftraining and a demonstration of basic knowledge.

Know: Common concepts andpractices of Local Area Networks (LAN) and architectures. ILT: Network Essentials Level I(Networking) Exit: A shortpaper or oralpresentation describing the concepts and practices related to LAN and how these architectures are employed by the organization.

Know: Basic software development concepts used by the organization. ILT: Programming/Software Development Exit: Successfully and activelyparticipate on a software development team by generating some code, completing some supporting documentation and support for testing

Know: Basics concepts of database design (Field, cell, record) and relationships. Do: Participate with a team in the logical and physical design of a database. Independently design a simple database schema. ILT: Database concepts Exit: Complete ILT training on database concepts and design a simple database schema.