Apprentices progress at their own pace – they demonstrate
competency in skills and knowledge through assessment tests,
but are not required to complete a specific number of hours.
competency in skills and knowledge through assessment tests,
but are not required to complete a specific number of hours.
Technical Support Analyst (1131CB V1) Competency-Based
STEAMS Central Inc.
Registered 2026
California (OA)
Documents
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Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.
Work Process Content
On the Job Training
Anonymous
85
Skills
Interpret technical documentation.
1
Interpret technical documentation.
1
- Read technical manuals, documentation, and system specifications to gather technical information.
Prepare computer equipment.
2
Prepare computer equipment.
2
- Inspect equipment and review order sheets to prepare systems for deployment.
- Set up computer equipment for employee use, including cabling, operating systems, and software.
Install computer systems.
3
Install computer systems.
3
- Install computer hardware according to installation specifications.
- Install computer software and configure basic system settings.
- Document installation activities and initial system configurations.
Provide basic user support.
3
Provide basic user support.
3
- Respond to user inquiries regarding computer hardware or software operation.
- Diagnose software issues using manuals, diagnostics, and user feedback.
- Resolve computer software problems and application errors.
Provide software and technical support.
3
Provide software and technical support.
3
- Provide technical support for software maintenance and daily use.
- Investigate system issues through diagnostics, logs, and user reports.
- Perform minor repairs to hardware, software, or peripheral equipment.
Coordinate problem resolution.
3
Coordinate problem resolution.
3
- Collaborate with colleagues to resolve information technology issues.
- Maintain records of problems, corrective actions, and resolutions.
- Communicate technical solutions clearly to non-technical users.
Monitor system operations.
3
Monitor system operations.
3
- Monitor computer system performance to ensure proper operation.
- Oversee daily system functionality and availability.
- Test software performance and system responsiveness.
Test computer systems.
3
Test computer systems.
3
- Test computer hardware performance to verify reliability.
- Enter system commands and observe operations to detect errors.
- Track daily data communication transactions and system activities.
Maintain computer systems.
3
Maintain computer systems.
3
- Maintain computer hardware and peripheral equipment.
- Evaluate the utility and effectiveness of software or hardware technologies.
- Prepare evaluations of software or hardware performance.
Recommend system improvements.
3
Recommend system improvements.
3
- Recommend improvements, upgrades, or replacements for systems or equipment.
- Provide recommendations to others regarding computer hardware solutions.
- Recommend changes to improve computer or information systems.
Modify software and systems.
2
Modify software and systems.
2
- Modify and customize commercial software programs for internal needs.
- Modify software programs to improve performance or usability.
Conduct technology research.
4
Conduct technology research.
4
- Conduct research on new products, tools, or technical processes.
- Perform feasibility studies related to office automation or system upgrades.
- Analyze workflows, space design, or cost comparisons for system solutions.
- Maintain current knowledge of emerging hardware and software trends.
Train users and IT staff.
3
Train users and IT staff.
3
- Teach others to use computer equipment or hardware effectively.
- Develop training materials, guides, or procedures for users.
- Train users on software applications and computer interfaces
Supervise technical personnel.
1
Supervise technical personnel.
1
- Supervise information technology personnel or project teams.
Monitor computer system performance to ensure proper operation.
1
Monitor computer system performance to ensure proper operation.
1
- Oversee the daily performance of computer systems.
Collaborate with others to resolve information technology issues.
1
Collaborate with others to resolve information technology issues.
1
- 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.
2
Install computer hardware.
2
- 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.
2
Read documents to gather technical information.
2
- 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.
1
Resolve computer software problems.
1
- 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.
1
Provide technical support for software maintenance or use.
1
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
Install computer software.
1
Install computer software.
1
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintain computer hardware.
1
Maintain computer hardware.
1
- 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.
1
Collaborate with others to determine design specifications or details.
1
- Confer with staff, users, and management to establish requirements for new systems or modifications.
Test software performance.
1
Test software performance.
1
- Enter commands and observe system functioning to verify correct operations and detect errors.
Document operational activities.
1
Document operational activities.
1
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Evaluate utility of software or hardware technologies.
1
Evaluate utility of software or hardware technologies.
1
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Provide recommendations to others about computer hardware.
1
Provide recommendations to others about computer hardware.
1
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Recommend changes to improve computer or information systems.
1
Recommend changes to improve computer or information systems.
1
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Teach others to use computer equipment or hardware.
1
Teach others to use computer equipment or hardware.
1
- Develop training materials and procedures, or train users in the proper use of hardware or software.
Train others in computer interface or software use.
1
Train others in computer interface or software use.
1
- Develop training materials and procedures, or train users in the proper use of hardware or software.
Test computer hardware performance.
1
Test computer hardware performance.
1
- Inspect equipment and read order sheets to prepare for delivery to users.
Conduct research to gain information about products or processes.
1
Conduct research to gain information about products or processes.
1
- Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
Update knowledge about emerging industry or technology trends.
1
Update knowledge about emerging industry or technology trends.
1
- Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
Participate in staffing decisions.
1
Participate in staffing decisions.
1
- 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.
1
Supervise information technology personnel.
1
- 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.
1
Modify software programs to improve performance.
1
- Modify and customize commercial programs for internal needs.
Monitor computer system performance to ensure proper operation.
1
110
Monitor computer system performance to ensure proper operation.
1
110
- Oversee the daily performance of computer systems.
Collaborate with others to resolve information technology issues.
1
110
Collaborate with others to resolve information technology issues.
1
110
- 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.
2
110
Install computer hardware.
2
110
- 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.
2
110
Read documents to gather technical information.
2
110
- 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.
1
110
Resolve computer software problems.
1
110
- 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.
1
110
Provide technical support for software maintenance or use.
1
110
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
Install computer software.
1
110
Install computer software.
1
110
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Maintain computer hardware.
1
110
Maintain computer hardware.
1
110
- 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.
1
110
Collaborate with others to determine design specifications or details.
1
110
- Confer with staff, users, and management to establish requirements for new systems or modifications.
Test software performance.
1
110
Test software performance.
1
110
- Enter commands and observe system functioning to verify correct operations and detect errors.
Document operational activities.
1
110
Document operational activities.
1
110
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
Evaluate utility of software or hardware technologies.
1
110
Evaluate utility of software or hardware technologies.
1
110
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Provide recommendations to others about computer hardware.
1
110
Provide recommendations to others about computer hardware.
1
110
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Recommend changes to improve computer or information systems.
1
110
Recommend changes to improve computer or information systems.
1
110
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
Teach others to use computer equipment or hardware.
1
80
Teach others to use computer equipment or hardware.
1
80
- Develop training materials and procedures, or train users in the proper use of hardware or software.
Train others in computer interface or software use.
1
110
Train others in computer interface or software use.
1
110
- Develop training materials and procedures, or train users in the proper use of hardware or software.
Test computer hardware performance.
1
110
Test computer hardware performance.
1
110
- Inspect equipment and read order sheets to prepare for delivery to users.
Conduct research to gain information about products or processes.
1
110
Conduct research to gain information about products or processes.
1
110
- Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.
Update knowledge about emerging industry or technology trends.
1
110
Update knowledge about emerging industry or technology trends.
1
110
- Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.
Participate in staffing decisions.
1
30
Participate in staffing decisions.
1
30
- 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.
1
110
Supervise information technology personnel.
1
110
- 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.
1
110
Modify software programs to improve performance.
1
110
- Modify and customize commercial programs for internal needs.
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