IT Support Technician

Anonymous

North Carolina (SAA)

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

Foundations and Safety

Demonstrate a working understanding of the organization’s structure, personnel and safety rules, responsibilities and general understanding of work ethics, interpersonal communications and related policies. Understands and practices safety procedures and rules.
Demonstrate a working understanding of the goals, mission and vision
Demonstrate a working understanding of the organization’s office tools such as copiers, fax machines etc.

Computer Basics

Demonstrate a working knowledge of the components of a computer and perform basic troubleshooting on communication issues within a computer. Example On-the-Job Duties: Identify the components of standard desktop personal computers. Install and configure computer components. Maintain and troubleshoot peripheral components. Install and configure operating systems.
Demonstrate a working knowledge of the hardware components of a computer and perform basic troubleshooting on hardware related issues Example On-the-Job Duties: Install and configure system components. Troubleshoot system components.
Demonstrate a working knowledge of basic networking, to allow the flow of information between multiple computers Example On-the-Job Duties: Manage, maintain, troubleshoot, install, operate and configure basic network infrastructure.

Security Basics

Demonstrate knowledge of “best practices” in general network security. Example On-the-Job Duties: Implement secure network communications. Designate how to manage public key infrastructure and certificates.
Create a security awareness program in the organization which is used to communicate “best practices” for end users
Create an asset tag inventory of all equipment, and verify following license agreements on software, under the jurisdiction of the IT Department Example On-the-Job Duties: Configure User Account Controls. Configure Local Security Policies. Configure Windows Firewall. Configure Windows Defender. Set indexing locations and modify advanced options. Create a library and set security permissions. Create and deploy a search connector.

Client Operating System Basics

Install and configure client operating systems for the organization. Example On-the-Job Duties: Configure User Account Controls. Configure Local Security Policies. Configure Windows Firewall. Configure Windows Defender. Set indexing locations and modify advanced options. Create a library and set security permissions. Create and deploy a search connector.

Network Operating Systems

Demonstrate a working knowledge of how to configure and troubleshoot network operating systems. Example On-the-Job Duties: Install and configure servers. Configure and troubleshoot domain name system (DNS). Configure and manage Windows Internet Name Service (WINS). Configure and troubleshoot Dynamic Host Configuration Protocol (DHCP). Configure and troubleshoot IPv6 Transmission Control Protocol/Internet Protocol (TCP/IP). Configure and troubleshoot Routing and Remote Access. Install, configure, and troubleshoot the Network Policy Server Role service.
Demonstrate a working knowledge of how to configure and troubleshoot Active Directory. Example On-the-Job Duties: Configure Active Directory Domain Services. Perform backup and restore, and monitor and troubleshoot Active Directory related issues.
Demonstrate a working knowledge of how to configure and troubleshoot identity and access solutions. Example On-the-Job Duties: Configure, identity, and access solutions with Windows Server 2008 Active Directory. Describe identity and access solutions. Configure Active Directory Certificate Services. Deploy and manage certificates.
Plan and administer Windows Server 2008 Example On-the-Job Duties: Plan for both Windows Server installation and upgrades. Plan and implement network connectivity by using Internet Protocol version 4 (IPv4)-related technologies and plan a migration strategy to IPv6. Plan the deployment of Active Directory related services.

Advanced Networking

Perform basic Cisco Networking. Example On-the-Job Duties: Monitor and distribute traffic on an Ethernet Local Area Network (LAN) and identify switched LAN technology solutions to Ethernet networking issues.
Interconnect Cisco devices. Example On-the-Job Duties: Configure and troubleshoot network and expand the switched network from a small LAN to a mediumsized LAN. Use multiple switches, to support VLANs, trunking, and spanning tree.
Recognize security threats in a network.

Demonstrate Learned Competencies

Utilize all skills taught during all General Practices and document ways to improve the company’s current Active Directory design. Example On-the-Job Duties: Configure Network Access Protection. Configure Internet Protocol security (IPsec). Monitor and troubleshoot IPsec. Configure and manage Distributed File System. Configure and manage storage technologies. Configure availability of network resources and content. Configure server security compliance. Example On-the-Job Duties: Configure Active Directory Lightweight Directory Services. Configure Active Directory Federation Services. Configure Active Directory Rights Management Services. Maintain access management solutions. Troubleshoot identity and access solutions. Example On-the-Job Duties: Create a plan for file and print services to meet an organization’s printing, file storage, and access needs. Create a plan to secure the Windows Server environment. Create local and remote administration strategies for administering a Windows Server environment. Create a monitoring plan for the Windows Server environment. Create a plan that will help mitigate the effects of various disaster scenarios on the IT infrastructure. Create a plan for using virtualization in a Windows Server environment.
Design a system to identify fundamental concepts of computer security and security threats. Implement secure network communications. Manage public key infrastructure (PKI) and certificates. Example On-the-Job Duties: Use the Cisco command-line interface to discover neighbors on the network and managing the router’s startup and configuration procedures. Implement and troubleshooting Open Shortest Path First (OSPF) and Enhanced Interior Gateway Routing Protocol (EIGRP) routing. Access Control Lists, Network Address Translation (NAT), Page Attribute Table (PAT), and IPv6 Associated Certification. Example On-the-Job Duties: Implement and troubleshooting OSPF and EIGRP routing. Access Control Lists, NAT, PAT, and IPv6 Associated Certification.

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