Computer Support Specialist - Desk Support Technician

New Horizons Computer Learning Centers, Inc.

National (OA)

Documents

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Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

2.4K

OJT hours

Period 1 - General Practices - Foundations

280

Demonstrate a working understanding of the organization’s structure, personnel rules, responsibilities and general understanding of work ethics, interpersonal communications and related policies. Understand and practice safety procedures and rules in the workplace.
Demonstrate a working understanding of the organization’s goals, mission and vision.
Demonstrate a working understanding of the organization’s office tools such as phones, copiers, fax machines, PCs, etc.
Demonstrate the ability to communicate with customers, diagnose customer issues, and deliver solutions that solve issues.
List efforts that will be used to meet goals and demonstrate the ability to achieve goals. In addition, demonstrate the ability to create an action plan for personal time-management process and ways to evaluate and improve personal and professional efforts.
Create, edit, and format, basic documents, reports, presentations, and communications using Microsoft Office. Demonstrate the ability to troubleshoot basic Microsoft Office issues, and provide direction to others on how to work in Microsoft Office.

Period 2 - General Practices - Information Technology Network Support Specialist 1

480

Computer and Network Foundations: Demonstrate a working knowledge of the components of a computer and perform basic troubleshooting on communication issues within a computer. Example On-the-Job Duties: Identify the components of standard desktop personal computers. Install and configure computer components. Maintain and troubleshoot peripheral components. Install and configure operating systems.
Computer and Network Foundations: Demonstrate a working knowledge of the hardware components of a computer and perform basic troubleshooting on hardware related issues Example On-the-Job Duties: Install and configure system components. Troubleshoot system components.
Computer and Network Foundations: Demonstrate a working knowledge of basic networking, to allow the flow of information between multiple computers Example On-the-Job Duties: Manage, maintain, troubleshoot, install, operate and configure basic network infrastructure.

Period 3 - General Practices - Information Technology Network Support Specialist 1

640

Cloud and Security Foundations: Demonstrate knowledge of “best practices” in general network security. Example On-the-Job Duties: Designate how to manage public key infrastructure and certificates. Implement secure network communications.
Cloud and Security Foundations: Create a security awareness program in the organization which is used to communicate “best practices” for end users. Example On-the-Job Duties: Establish security best practices for running applications and devices, and managing data.
Cloud and Security Foundations: Demonstrate knowledge in cloud technologies. Example On-the-Job Duties: Implement, maintain, and deliver cloud technologies including network, storage, and virtualization technologies to create cloud solutions
Cloud and Security Foundations: Design a secure and compliant cloud infrastructure, and implement a secure cloud environment. Example On-the-Job Duties: Design Cloud Infrastructure for Security, Secure Networks for Cloud Interaction, Implement Security Technologies

Period 4 - Demonstrating Learned Competencies

Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Create, edit, and format, basic documents, reports, presentations, and communications using Microsoft Office.
Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Display business skills necessary to perform in a business environment such as proper email creation and formatting, communication strategies, and time management practices.
Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Understand the different types of networks and connections. Troubleshoot device and network issues. Identify and protect against security vulnerabilities for devices and their network connections. Install & configure laptops and other mobile devices.
Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Demonstrate the understanding of networking concepts and implement them appropriately. Determine & explain the appropriate cabling, device and storage technologies. Use best practices to manage the network, determine policies & ensure business continuity. Secure a wired and wireless network.
Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Create procedures to enforce organizational security policies. Monitor the security infrastructure and manage security incidents. Use the built-in diagnostics tools to diagnose and resolve system problems. Collect system performance information. Configure the Action Center and view messages. Configure Device Manager and control device installation. Run Windows PowerShell commands. Configure Backup and Restore option. Configure the Sync Center.
Utilize all of the skills taught during all of the GPs. Example On-the-Job Duties: Analyze system requirements to successfully execute workload migrations to the cloud. Determine proper allocation of cloud resources and apply necessary changes based on performance data. Apply appropriate technologies and processes, including automation and orchestration, to ensure desired system performance. Implement appropriate security controls given requirements. Troubleshoot capacity, automation, connectivity and security issues related to cloud implementations.

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