1. Describe workplace structure. 2. Describe workplace policies and procedures; general and Information Technology (IT) -related. 3. Demonstrate an understanding of general ideas regarding workplace ethics, interpersonal communication, and personal safety. 4. Demonstrate efficient basic task/time management, status reporting, work order updates, team participation. 5. Demonstrate ability to communicate technical ideas/concepts when assisting users unfamiliar with IT jargon.

1. Identify and demonstrate knowledge of basic computer hardware, including but not limited to: a. Central Processing Unit (CPU) b. hard drive c. memory d. ports e. buses f. slots. 2. Identify and demonstrate knowledge of computer peripherals, including but not limited to a. Keyboard b. Monitor c. Mouse d. Printers e. Scanners f. all-in-one printers g. external hard drives h. thumb drives (memory sticks, USB drives). 3. Identify and demonstrate knowledge of basic computer software by: installing, configuring, and providing customer assistance in using common software, such as Microsoft Office and/or Apple equivalents. 4. Perform hardware and software upgrades (if applicable). 5. Install and configure PC/Mac operating system features. 6. Install and configure components needed for network operating system, such as: Domain Name Servers (DNS), Windows Internet Network Servers (WINS), Domain Controllers. 7. Install and configure network devices, such as servers, printers, scanners, Internet Protocol (IP) phones, etc. 8. Install and configure remote user connections, such as: Remote Access Servers, Virtual Private Networks (VPN), Outlook Web Access. 9. Install and configure wireless connections. 10.Troubleshoot hardware, software, connectivity issues.

1. Demonstrate an understanding of, and explain importance of information security. 2. Develop familiarity with password protocols. 3. Identify and describe sponsor-specific information security policies and practices. 4. Install and configure firewall services. 5. Demonstrate ability to maintain user accounts and access privileges. 6. Troubleshoot information security issues.

1. Explain difference between main network types: peer-topeer and client-server. 2. Demonstrate and explain concepts of a Local Area Network (LAN) and a Wide Area Network (WAN). 3. Configure a network operating system, including protocols, accessibility, and layering. 4. Demonstrate a basic understanding of routers and their functions. 5. Troubleshooting network issues. 6. Demonstrate a basic understanding of LAN issues. 7. Demonstrate a basic understanding of network infrastructure cabling.

1. Demonstrate a basic understanding of databases and their application; multi-media software; video conferencing applications.

1. General Workplace Safety 2. First Aid & CPR (minimum 6.5 hours every 3 years) 3. Right-to-Know/ Safety Data Sheets (SDS) 4. Sexual Harassment Prevention Training – must comply with Section 201-g of the Labor Law

1. Hardware 2. Peripherals 3. Software 4. Installation and configuration of software 5. Operating Systems, e.g., Microsoft, MacOS 6. Troubleshooting 7. Networks: Local Area Network (LAN); Wide Area Network (WAN) 8. Domain Name Servers 9. Domain Controllers 10.Transmission Control Protocol (TCP) / Internet Protocol (IP) 11.Installation and configuration of various network devices 12.Network Functions 13.Routers 14.Routing Protocol 15.Cybersecurity 16.Databases (if Work Process E is selected in Appendix A) 17.Multi-Media applications (if Work Process E is selected in Appendix A) 18.Video applications (if Work Process E is selected in Appendix A)

1. Technical Support Communication 2. Time Management 3. Basic Project Management 4. Team and Supervisor Communication Skills 5. Customer Service Fundamentals