ICA40211 - Certificate IV in Information Technology Support
Certificate IV in Information Technology Support
This qualification provides the skills and knowledge for an individual to be competent in supporting clients in a range of technical areas. The qualification has a strong information technology base of core units with the potential for inclusion of a range of broader industry-specific units in the areas of service desk, database, sustainability and network support to suit particular needs.
Job roles
Possible job titles include:
customer support
database support
help desk specialist
network support technician
PC support technician
technical support - sustainability
user support technician.
Subjects
Total number of units = 22
8 core units plus
14 elective units
The elective units consist of:
5 from one of the following specialist elective groups:
Group A Database support
Group B Network communications
Group C Service desk
Group D Sustainability
of the remaining units:
up to 9 may be from the specialist elective groups below or from Group E general elective units below
up to 4 may be from elsewhere in ICA11 or any other Training Package or accredited course at Certificate IV or Diploma level.
The elective units chosen must be relevant to the work outcome and meet local industry needs.
Core units
BSBOHS402B Contribute to the implementation of the OHS consultation process
BSBSUS301A Implement and monitor environmentally sustainable work practices
ICAICT401A Determine and confirm client business requirements
The following examples are designed to assist in the selection of appropriate electives for particular outcomes at this level, but are in no way prescriptive.
Practical application plus technician
Core units plus:
BSBSUS301A Implement and monitor environmentally sustainable work practices
ICASAS307A Install, configure and secure a small office home office network
ICAICT421A Connect, maintain and configure hardware components
ICASAS425A Configure and troubleshoot operating system software
ICASAS426A Locate and troubleshoot IT equipment, system and software faults
ICAICT401A Determine and confirm client business requirements
Practical networking plus technician
Core units plus:
ICASAS307A Install, configure and secure a small office home office network
Preferred pathways for candidates considering this qualification include:
after achieving ICA30111 Certificate III in Information, Digital Media and Technology, or other relevant qualifications or units equivalent to the core of ICA30111
OR
with demonstrated vocational experience in a range of support-related work environments in service desk support, database support, networking support or similar.
Pathways from the qualification
ICA50311 Diploma of Information Technology Systems Administration, ICA50511 Diploma of Database Design and Development, or a range of other ICA11 Diploma qualifications.
Entry Requirements
There are no entry requirements for this qualification.
Licensing Information
There is no link between this qualification and licensing, legislative or regulatory requirements. However users should confirm requirements with the relevant federal, state or territory authority. There may be some alignment with industry standard certification competencies.
Employability Skills
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill
Industry/enterprise requirements for this qualification
Communication
analysing, evaluating and presenting information from a variety of sources
documenting technical work in plain English
writing and presenting material (briefs, reports, procedures and documents) to meet system, organisational and client business requirements
Teamwork
working collaboratively with team members on small scale IT projects
implementing safe and environmentally sustainable work practices
Problem-solving
locating and troubleshooting equipment, system and software faults
identifying, testing and resolving system and software faults
Initiative and enterprise
recognising problems and responding to clients in a timely manner
Planning and organising
preparing feasibility reports that take into account project scope, time, cost, quality, communications and risk management
Self-management
taking responsibility for own outputs in relation to specified quality standards
working according to the Australian Computer Society Code of Ethics regarding security, legal, moral and ethical issues
Learning
maintaining knowledge of tools and software applications and the goods and services provided
actively seeking client evaluation and feedback and making improvements
providing one-to-one instruction to clients and users
Technology
selecting and using software and hardware diagnostic tools, including for multimedia contexts and automated testing environments
installing and configuring a small office or home office (SOHO) network
building a database or a small wireless local area network
