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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to interpret test results

communication skills to present information

literacy skills to interpret computer manuals

numeracy skills to

interpret results

take test measurements

planning and organisational skills to plan prioritise and monitor own work

problemsolving skills for a defined range of predictable problems

technical skills to use diagnostic tools

Required knowledge

client business domain including client organisation structure and business functionality

current industryaccepted hardware and software diagnostic tools including products that manage

backup procedures

configuration procedures

diagnostic software and hardware

hardware maintenance

organisational security procedures

desktop applications and operating systems

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

troubleshoot hardware and OS problems

conduct diagnostic tests on a range of platforms according to preventative maintenance and diagnostic policy

identify the root causes of the problems

scan systems for computer viruses

remove viruses using software tools and procedures

remove viruses by restoring backups

Context of and specific resources for assessment

Assessment must ensure access to

security guidelines

backup procedures

diagnostic software

organisational guidelines

appropriate learning and assessment support when required

modified equipment 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

troubleshooting problems

conducting diagnostic tests

adhering to organisations operational procedures

review of candidates documented report of symptom and its removal

verbal or written questioning to assess candidates knowledge of preventative maintenance within organisational guidelines

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.

Troubleshooting process may include:	identifying the problem by questioning the user and identifying user changes to computer performing backups before making changes establishing a theory of probable cause testing the theory to determine cause: once theory is confirmed determine next steps to resolve problem if theory is not confirmed re-establish new theory or escalate establishing a plan of action to resolve the problem and implement the solution verifying full system functionality and if applicable implementing preventative measures documenting findings, actions and outcomes.
Specific symptoms may include:	hardware-related symptoms: alerts excessive heat noise odours status light indicators visible damage to cable or plastic laptop or mobile devices: issues: keyboard pointer power conditions stylus video wireless card issues methods: check LCD cut-off switch check switch for built-in wi-fi or external antennas plug in external monitor remove unneeded peripherals toggle Fn keys or hardware switches verify backlight functionality and pixilation verify power (e.g. LEDs, swap AC adapter) operating system (OS) related symptoms: application install bluescreen incorrect or incompatible driver input or output device print spool stalled start or load system lock-up Windows-specific printing problems printers: manage print jobs failure to print a test page print spooler printer properties and settings use documentation and resources: internet or web-based training materials user or installation manuals.
Common preventative maintenance may include:	backup procedures ensuring proper environment optimising hard drives power devices appropriate source: power strip surge protector UPS physical inspection scanning for viruses scheduling fault-finding scheduling preventative maintenance: check disk defrag scandisk start-up programs updates: driver firmware OS security use of appropriate repair tools and cleaning materials: compressed air computer vacuum and compressors lint-free cloth.
Organisational guidelines 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 supervisor.
Software may include:	diagnostic tools OS and modules for configuration types of virus and impact virus protection software.