This unit applies to individuals in a technical support role who are required to configure and troubleshoot OS software to meet organisational requirements. The unit develops the ability to install, configure, optimise and test the OS to identified vendor specifications. The ability to troubleshoot and rectify faults is also a key component of this unit.
Not applicable.
1. Identify available OS | 1.1 Compare and contrast different OS 1.2 Identify and demonstrate knowledge of basic OS features 1.3 Research OS vendor sites to obtain technical specifications and system requirements 1.4 Install and configure the OS using features such as Internet Information Services (IIS) 1.5 Determine licensing, hardware and security requirements and provide recommendations to appropriate person |
2. Install, configure and optimise OS | 2.1 Install, configure and test the OS using the installation components and boot utility options 2.2 Use the OS user interface to correctly configure the installation 2.3 Identify different directory structures and demonstrate management of virtual memory 2.4 Optimise system to meet organisational requirements 2.5 Document system according to organisational requirements |
3. Resolve problems using tools | 3.1 Identify command line options and system tools available to troubleshoot problems 3.2 Identify specific problems and implement strategies for resolution 3.3 Use options and tools to resolve common operating system issues |
4. Provide instruction for new OS implementation | 4.1 Provide one-to-one instruction about changes to the client or users as required 4.2 Obtain client evaluation about new system to ensure requirements are met, using appropriate feedback mechanism |
Required skills
communication skills to:
install and configure OS software
interpret technical computer installation manuals
liaise with people working across different levels and in different contexts
literacy skills to:
obtain written and verbal feedback from clients
present information, such as the use of diagnostic tools
provide verbal instructions to client
problem-solving skills to troubleshoot OS
research skills to search for solutions to common problems
technical skills to:
work with OS
write instructions for clients.
Required knowledge
architecture of current technical systems
current industry-accepted hardware and software products
functions and features of OS used by the organisation
installation and configuration of systems software
organisational requirements for OS software
prerequisites for system software installation
set-up and configuration procedures
software packages supported by the organisation
system’s current functionality
system’s diagnostic software
vendor specifications and requirements for installation.
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: identify requirements of different OS install, configure and test an OS to improve system performance with minimum disruption to clients identify faults and rectify with utilities and tools. |
Context of and specific resources for assessment | Assessment must ensure access to: PC where installation may be performed OS software and technical documentation are available organisational documentation 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: questioning team members, supervisors and clients installing and testing an OS identifying and rectifying OS faults evaluation of candidate’s reports demonstrating applicants ability to use and optimise an OS verbal or written questioning to assess candidate’s knowledge of OS installation and troubleshooting. |
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 non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
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.
OS may include: | Mac OS X Linux: Debian Fedora Google Chrome OS Kubuntu Linux Mint Red Hat Ubuntu Microsoft Windows: Windows 2000 Windows 7 (32 bit versus 64 bit) Windows Vista (32 bit versus 64 bit) Windows XP (32 bit versus 64 bit) mobile OS: Android Blackberry iPhone Palm Symbian Windows Phone 7 series. |
OS features may include: | configure power management: hibernate sleep timers standby suspend wake on local area network (LAN) device manager: driver signing install and update device drivers verify demonstrate safe removal of peripherals directory structures: create folders navigation of directory structures disk preparation order: format drive partition start installation files: attributes creation extensions permissions file systems: FAT32 versus new technology file system (NTFS) installation methods: boot media, such as DVD, CD, floppy or universal serial bus (USB) factory recovery partition install from image network installation recover CD operating system installation options: file system type network configuration repair install user data migration, such as user state migration tool (USMT) verification of hardware compatibility and minimum requirements virtual memory. |
Appropriate person may include: | authorised business representative client supervisor. |
Boot utility options may include: | boot options: boot to restore point recovery options safe mode: automated system recovery (ASR) emergency repair disk (ERD) recovery console disk boot order or device priority: types of boot devices, such as disk, network and USB. |
OS user interface may include: | based on Windows (adopt interface to undertake similar tasks with chosen operating system): administrative tools: performance monitor, event viewer, services, and computer management command prompt utilities: ipconfig Ping Telnet control panel location of basic network settings between OS versions my computer my network places or home group MMC run line utilities: cmd direct diagnostics (DXdiag) msconfig MSINFO32 REGEDIT start menu task bar or systray task manager Windows Explorer, such as libraries in Windows 7. |
Directory structures may include: | fonts offline files and folders program files system file locations temporary files user file locations user profile and program files virtual directories. |
Organisational requirements may include: | availability of system to be optimised client support documentation in-house or vendor; contracting arrangements relating to IT purchasing IT policy and procedures relating to service levels and installation level of complexity of technical manuals. |
Command line options may include: | CHKDSK (/f /r) COPY (/a /v /y) DIR EDIT FORMAT GREP IPCONFIG (/all /release /renew) LS MD / CD / RD MKDIR MSCONFIG NET NSLOOKUP PING (-t -l) RMDIR SFC Tracert XCOPY. |
System tools may include: | administrative tools: computer management event viewer performance monitor services device manager disk management tools: Check Disk DEFRAG NTBACKUP disk manager: active unallocated active, primary, extended and logical partitions drive status dynamic external hard drives failed FAT32, NTFS, FAT64 (exFAT) flash drives foreign drive formatting healthy mount points mounting a drive offline online enable: disable indicators warnings regional settings and language settings remote desktop protocol (remote desktop or remote assistance) system information system monitor system restore task manager: process list process priority resource usage termination task scheduler. |
Common operating system issues based on Windows (adopt interface to undertake similar tasks with chosen operating system): | error messages and conditions: aero settings: background processes indexing settings side bar settings start-up file maintenance UAC boot: inaccessible boot drive invalid boot disk missing NTLDR event viewer (errors in the event log) start-up: device or program in registry not found device or service failed to start system performance and optimisation operational problems: application install, start or load failure auto-restart errors bluescreen error devices drivers failure (input and output devices) service fails to start system lock-up Windows-specific printing problems: incorrect or incompatible driver or form printing print spool stalled. |
Client may include: | department within the organisation person with special needs person within a department third party. |
Feedback mechanism may include: | interview meeting questionnaire survey. |
Systems administration and support
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.