Application
This unit describes the skills and knowledge required to troubleshoot problems and conduct diagnostic tests on a range of platforms.
It applies to individuals who, while working under a level of supervision, have responsibility to action tasks in a frontline technical support capacity.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Identify common symptoms and preventative maintenance techniques | 1.1 Develop a troubleshooting process to help resolve problems 1.2 Determine the specific symptoms relevant to different types of hardware, operating system and printer problems 1.3 Identify common preventative maintenance techniques to support maintenance strategies |
2. Operate system diagnostics | 2.1 Run the system diagnostic program according to specification 2.2 Modify the system configuration as indicated by the diagnostic program 2.3 Carry out preventative maintenance in line with organisational guidelines |
3. Scan system for viruses | 3.1 Scan the system to check and maintain virus protection 3.2 Report identified viruses to an appropriate person 3.3 Remove virus infections found by the scan using software tools and procedures, or by restoring backups 3.4 Document relevant symptom and removal information |
Evidence of Performance
Evidence of the ability to:
identify hardware and operating system 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.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the client business domain, including client organisation structure and business functionality
identify the current industry accepted hardware and software diagnostic tools, including products that manage:
backup procedures
configuration procedures
hardware maintenance
organisational security
describe common symptoms of problems associated with:
desktop applications
operating systems
laptops
mobile devices
printers
other common peripherals
describe a range of preventative tasks relevant to maintaining hardware and software applications
describe the organisational procedures relevant to diagnostic testing.
Assessment Conditions
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to:
special purpose tools, equipment, materials and industry software packages
security guidelines
backup procedures
diagnostic software
organisational guidelines.
Assessors must satisfy NVR/AQTF assessor requirements.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1-1.3, 2.1-2.3, 3.3 | Interprets textual information to identify issues and solutions to maintain the appropriate standards |
Writing | 3.2, 3.4 | Records key information to note output of investigations, and sequences writing to produce cohesive text for reference |
Oral Communication | 3.2 | Presents factual information in a clear manner, using specific and appropriate language |
Interact with others | 3.2 | Selects and uses appropriate strategies to establish and maintain spoken communication in familiar and some unfamiliar contexts Derives meaning from a range of oral texts in familiar and some unfamiliar contexts |
Get the work done | All | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Makes routine decisions and implements standard procedures for routine tasks, using formal decision making processes for more complex and non-routine situations Applies formal problem solving processes when tackling an unfamiliar problem, breaking complex issues into manageable parts and identifying and evaluating several options for action Understands key principles and concepts that underpin the design, application and operation of digital systems and tools |
Sectors
Systems administration and support