Application
This unit describes the skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.
It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.
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. Install, configure and troubleshoot applications | 1.1 Install application for client 1.2 Configure and customise application within user environment 1.3 Resolve application problems |
2. Resolve issues related to usability, customisation and connectivity | 2.1 Determine issues and problems experienced by the client 2.2 Research solutions to issues and problems 2.3 Recommend solutions to client 2.4 Resolve issues and problems |
3. Configure application security | 3.1 Identify and troubleshoot problems related to security permissions 3.2 Identify and respond to security incidents 3.3 Manage application security settings |
Evidence of Performance
Evidence of the ability to:
install, configure and troubleshoot computer applications
customise computer applications
anticipate and respond to a range of security incidents.
Note: Evidence must be provided for at least TWO users/situations.
Evidence of Knowledge
To complete the unit requirements safely and effectively, the individual must:
describe the key features of operating systems (OS) and office applications including an analysis of the current system
identify sources of OS patches
discuss specific features of security incidents
describe the key features of typical systems and procedures of user support.
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, including:
appropriate OS installation compact disk or recovery boot disks
computers with application errors
samples of operating system patches
stand-alone or networked personal computer.
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 | 2.2, 3.1 | Researches and analyses complex technical and non-technical information from a range of sources to determine requirements and complete necessary actions |
Writing | 2.3 | Uses clear language and appropriate formats to convey and present explicit information |
Oral Communication | 2.3 | Participates in verbal exchanges using clear and concise language to convey and clarify complex technical information |
Numeracy | 1.2, 2.1, 3.3 | Uses mathematical equations to calculate and compare numerical data to solve problems and determine required actions |
Interact with others | 2.3 | Selects and uses appropriate conventions and protocols when communicating with clients in a range of work contexts |
Get the work done | 1.1-1.3, 2.1, 2.2, 2.4, 3.1-3.3 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for efficiency and effective outcomes Applies analytical processes to resolve technical or conceptual problems Uses main features and functions of digital tools to complete work tasks |
Sectors
Systems administration and support