Remote IT Helpdesk and Computer Tech Support

Anonymous

Colorado (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

Basic Hardware

Demonstrate knowledge of various mobile device types, their features, and purpose.
Demonstrate skills required to manage and troubleshoot computer hardware and peripheral devices.
Demonstrate knowledge of common computer hardware and interfaces.
Demonstrate skills required to troubleshoot general computer hardware issues and printer problems.
Demonstrate skills required to configure peripherals, printers, and related applications to support external hardware.

Basic Networking

Demonstrate knowledge of basic networking concepts (wired and wireless).
Demonstrate skills required to configure and troubleshoot device connectivity (LAN and Internet Access).

Cloud Virtualization Technologies

Demonstrate knowledge of cloud computing concepts, including cloud storage and security configurations.
Demonstrate skills required to configure client-side virtualization, cloud storage applications, and file synchronization features.

Operating Systems Basics

Demonstrate knowledge of important Microsoft Windows 10 operating system features and their purpose.
Demonstrate skills required to install, configure, and secure Microsoft Windows 10 operating system versions.
Demonstrate skills required to troubleshoot Microsoft Windows operating system problems.
Demonstrate knowledge of important Mac OS and Linux OS desktop operating system features and their purpose.
Demonstrate skills required to configure, secure, and troubleshoot various operating systems Mac OS and Linux OS.
Demonstrate skills required to troubleshoot mobile operating systems.

IT Security Basics

Demonstrate knowledge of basic enterprise security concepts and wireless security protocols.
Demonstrate skills required to perform account management, configure wireless security, and detect and remove malware on workstations and mobile devices.
Demonstrate skills to troubleshoot common computer security issues.
Demonstrate skills required to troubleshoot application security issues.

General IT Operations

Demonstrate knowledge of ticketing systems and documentation procedures.
Demonstrate knowledge of disaster recovery concepts and backup procedures.
Demonstrate knowledge of licensing and privacy and policy concepts, including how to address prohibited content. 23. Demonstrate knowledge of scripting languages, basic functions, and logic structures.

Business Acumen

Demonstrate a basic understanding of the employer’s corporate structure and business model, including its product and services portfolio, its primary customers, and its top competitors.
Demonstrate a basic knowledge of the employer’s brand messaging, its value proposition in the marketplace, and key success metrics.

Customer Relations & Work Skills

Demonstrate skills to provide competent customer service using active listening and empathy during various interactions (e.g., in-person, over telephone, email, and chat) at company defined expectation level.
Demonstrate consistent ability to manage stress and other emotions using positive coping skills in the workplace to reduce conflict, ` foster collaboration, and promote overall employee workforce wellness.
Demonstrate ability and skill of receiving and giving productive critical feedback.
Demonstrate skills required to problem-solve using critical thinking, clarifying questions, and knowing when to escalate a situation to a superior.
Demonstrate skills to explain complex issues to non-technical customers without jargon or blaming.
Demonstrate ability to conduct oneself with integrity, professionalism, and in accordance with organization policy and procedure.
Demonstrate skills to communicate with colleagues, managers, and end users effectively and clearly, in a timely manner.
Demonstrate ability to use language, tone of voice, and non-verbal communication to neutralize conflict in the workplace and with customers as appropriate.
Demonstrate skills required to collaborate effectively with team members from across the organization.
Demonstrate ability to use respectful cross-cultural communication to work successfully across the organization and with diverse coworkers following the expectations and policies of the business.
Demonstrate knowledge required to manage time effectively, minimizing distractions to maintain productivity, prioritize work appropriately, and meet deadlines.
Demonstrate ability and skill to adapt to changing organizational landscape including changes of work assignment, supervisors, policies and procedures, etc.

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