This unit applies to individuals with a broad knowledge of business technology who contribute well developed skills in creating solutions to maintenance and upgrade issues with existing technology. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

ELEMENT

PERFORMANCE CRITERIA

1. Maintain performance of hardware and software

1.1. Monitor and evaluate system effectiveness to ensure it meets organisational and system requirements

1.2. Use operating system, drive and disk structure, reports and files to identify performance problems

1.3. Maintain disk drives and peripherals according to manufacturers' and organisational requirements

1.4. Replace consumables in accordance with manufacturers' and organisational requirements

2. Provide basic system administration

2.1. Carry out system back-up procedure at regular intervals according to organisational and system requirements

2.2. Install and operate software applications in accordance with developers' and organisational requirements

2.3. Maintain and update security access procedures in line with organisational requirements

2.4. Ensure that licence for use of software is used, checked and recorded in accordance with organisational requirements

2.5. Regularly maintain and update virus programs in accordance with organisational requirements

3. Identify future technology requirements

3.1. Maintain knowledge of current and new technology by regularly accessing sources of information

3.2. Identify and develop improved technology systems using feedback from clients and colleagues

3.3. Assess existing technology against newly available technology to determine future needs and priorities

3.4. Identify and select new technologies to achieve and maintain continuous organisational development

3.5. Obtain management and budget approval for new selected technologies

Required skills

communication skills to explain the operation and troubleshooting of technology in the work environment

literacy skills to interpret and evaluate the purposes and objectives of various uses of technology; to display logical organisation of written information

problem-solving skills to address routine and non-routine faults with hardware and software

research and analytical skills to analyse and identify organisation's future technology requirements.

Required knowledge

costs and benefits of technology maintenance strategies

general features and capabilities of current industry accepted hardware and software products

importance of back-up and security procedures; maintenance and diagnostic procedures; licensing, installation and purchasing procedures

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

environmental issues

occupational health and safety (OHS).

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 following is essential:

installing software and hardware

organising and accessing software, materials and consumables

maintaining technology security and maintenance systems

knowledge of costs and benefits of technology maintenance strategies.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

access to examples of technology maintenance and security procedures.

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 questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

oral or written questioning to assess knowledge of general features and capabilities of current industry accepted hardware and software products.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other information and communications technologyor general administration units.

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.

Organisational and system requirements may include:

back-up procedures

Code of Conduct

ethical standards

legal and organisational policy/guidelines and requirements

maintenance of customised software

OHS policies, procedures and programs

quality assurance and/or procedures manuals

register of licenses

restore procedures

security and confidentiality procedures

software licence documentation

storage of information technology documentation

storage retrieval and type of product licenses

updating of virus protection systems

Disk drive and peripherals maintenance may include:

backing up files before major maintenance

checking hard drive for errors

cleaning dust from internal and external surfaces

creating more free space on the hard disk

defragmenting the hard disk

deleting unwanted files

reviewing programs

using up-to-date anti-virus programs

Consumables may include:

disks

magnetic tape and cassettes

print heads

print media

printer ribbons and cartridges

Software may include:

accounting applications

commercial software applications

database applications

internet/intranet/extranet related programs

organisation-specific software

presentation applications

spreadsheet applications

word processing applications

Technology may include:

client services

computers

data transfer devices

modems

peripherals, including:

printers, scanners, tape cartridges

speakers, multimedia kits

personal computer, modems

input equipment such as mouse, touch pad, keyboard, pens

mobile phones, palmtops and personal digital assistants (PDAs), laptops and desktop computers

Bluetooth devices, universal serial bus (USB), Firewire (IEEE 1394)

photocopiers

printers

scanners

software

Sources of information may include:

computer hardware manufacturers

computer magazines and journals

computer software designers

industry associations

internal/external clients

internet

retail outlets

seminars, workshops and training sessions

trade fairs

Improved technology systems may include:

access protocols

cable data transmissions

delivery and installation systems

hardware upgrades

implementing a new system

maintenance options

multimedia

networking options

new hardware

new software

resource usage monitoring

software upgrades

Unit sector

Information and Communications Technology - IT Support

This unit contains employability skills.