Customer Service Tech Support

United Services Military Apprenticeship Program (USMAP)

National (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

OJT hours

Troubleshooting issues for Customers

1.5K

Diagnose and resolve customer reported system incidents, problems, and events.
Troubleshoot system hardware and software.
Oversee the daily performance of computer systems
Refer major hardware or software problems or defective products to vendors or technicians for service

System Install and Management

500

Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards.
Administer accounts, network rights, and access to systems and equipment.
Enter commands and observe system functioning to verify correct operations and detect errors.
Modify and customize commercial programs for internal needs
Perform asset management/inventory of information technology (IT) resources

Incident Tracking and Analysis

Monitor and report client-level computer system performance.
Make recommendations based on trend analysis for enhancements to software and hardware solutions to enhance customer experience.
Maintain incident tracking and solution database.
Develop a trend analysis and impact report.
Analyze incident data for emerging trends.

Educate Customers