HELP DESK TECHNICIAN (1131CB V1) Competency-Based

Anonymous

Registered 2025

Illinois (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

Monitor computer system performance to ensure proper operation.

Oversee the daily performance of computer systems.

Collaborate with others to resolve information technology issues.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Install computer hardware.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Read documents to gather technical information.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Inspect equipment and read order sheets to prepare for delivery to users.

Resolve computer software problems.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Provide technical support for software maintenance or use.

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Install computer software.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Maintain computer hardware.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Collaborate with others to determine design specifications or details.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Test software performance.

Enter commands and observe system functioning to verify correct operations and detect errors.

Document operational activities.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Evaluate utility of software or hardware technologies.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Provide recommendations to others about computer hardware.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Recommend changes to improve computer or information systems.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Teach others to use computer equipment or hardware.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Train others in computer interface or software use.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Test computer hardware performance.

Inspect equipment and read order sheets to prepare for delivery to users.

Conduct research to gain information about products or processes.

Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.

Update knowledge about emerging industry or technology trends.

Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.

Participate in staffing decisions.

Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.

Supervise information technology personnel.

Hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software.

Modify software programs to improve performance.