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Elements and Performance Criteria

Required Skills

Required skills

customer service and conflictresolution skills to

ensure proposed actions are consistent with clients expectations

transfer and collect information

literacy skills to

document client requirements

follow vendor guidelines

present information

update equipment inventory

negotiation skills to interact with other team members and clients

problemsolving skills to resolve routine installation and configuration issues

technical skills and decisionmaking skills to

ensure compatibility of peripherals with operating system

remove and install peripherals

undertake maintenance procedures

Required knowledge

broad general knowledge of

computer operating systems

help desk and maintenance practices

peripheral devices

OHS procedures for electrical equipment

interconnectivity of technical system components

current industryaccepted hardware and software products

detailed knowledge of inventory procedures

organisational guidelines relating to external suppliers and vendors

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

safely connect several different types of hardware peripherals to the system according to vendor instructions with a minimum of downtime using known routines and procedures

locate interpret and use vendor documentation related to connection and storage of hardware peripherals

test operation of newly installed hardware peripherals and confirm client satisfaction

adhere to OHS regulations when working with electrical equipment

Context of and specific resources for assessment

Assessment must ensure access to

sites with a representative range of workstations hardware peripherals internet connections cabling and software to be installed interconnected and configured

hardware and software currently used in industry

technical documentation including organisational hardware blueprint

appropriate learning and assessment support when required

Where applicable physical resources should include equipment modified for people with special needs

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of candidate installing connecting and configuring hardware peripheral devices

review of reports that document client requirements and peripherals completed for different scenarios and situations

verbal or written questioning to assess candidates ability to locate use and interpret vendor documentation

direct observation of candidate testing hardware peripherals added to a system

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended where appropriate

Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed

Indigenous people and other people from a nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Peripheral may include:	Bluetooth device firewire (IEEE 1394) device hard drive keyboard laptop mobile phone modem mouse multimedia kit pen personal digital assistant (PDA), such as palmtop printer scanner speaker tape cartridge touch pad universal serial bus (USB) device wireless fidelity (wi-fi) router.
Client may include:	external organisations individuals internal departments.
Organisational standards may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments personal use of emails and internet access virus risk.
Appropriate person may include:	authorised business representative client help-desk person subject matter expert supervisor system administrator.
Equipment inventory may include detailed lists of peripherals, including:	hard drives hubs modems or other connectivity devices monitors other peripheral devices personal computers PDA printers switches.
Store may include:	anti-static packaging controlled humidity controlled temperature secure storage area shock and vibration minimisation silica gel desiccant stacking limits.
Environmental considerations may include:	recycling of packaging: cardboard paper polystyrene recycling or disposal of ewaste: cathode ray tube (CRT) monitors printed circuit boards redundant hardware.
OHS standards may include:	electrical safety safe lifting methods ventilation.
Operating system may include:	GNUs Not Unix (GNU) Linux Mac OS X Microsoft Windows Unix-like operating systems: HP-UX IBM AIX Silicon Graphics IRIX Sun Solaris.