Overview of the hands-on scenario
This hands-on scenario task will require you to implement configuration changes and make recommendations appropriate for a described user and user environment.
You will be provided a scenario describing a user, how they expect to utilize their computer and the environment in which the computer will be used. You will be provided a computer that you will need to analyze to determine what software, hardware, and configurations are either lacking or not appropriate for the user described within the scenario. You will implement configuration changes and make recommendations that will improve the usefulness of the computer.
How to use this preparation guide
Use this preparation guide prior to help you develop a check-list of things that should be performed on any computer and to help you begin thinking about the following points.
- How can the information described within this document be obtained from a computer;
- What utilities can be used to solve the issues described within this document; and,
- How should these utilities be installed, configured, and kept up-to-date?
This guide can also be use to help you organize your review and research of:
- Windows Control Panels, Utilities, and configurations that can protect a PC and keep it up-to-date;
- hardware and software minimum requirements and upgrades; and,
- network setup and configurations
Skills being evaluated on the hands-on scenario task
To successfully provide IT support you must possess technical, professional, time management, and documentation skills. During this hands-on scenario task you will be evaluated on your ability to demonstrate skill in each of these areas. Evaluations will be based on a 4-point scale (4=Outstanding, 3=Good, 2=Marginal, 1=Poor). Skills evaluated as Poor will need to be re-done.
Technical skills
You will be evaluated on your ability to:
- Recognize and solve configuration problems
- Identify and recommend hardware updates and implement installations
- Identify and implement software updates and install software required to meet stated user needs
Professional skills
You will be evaluated in the following areas:
- Did you arrive at the exam with the tools and software necessary to perform hardware and software troubleshooting and installation tasks?
- Did you prepare forms and checklists to document the maintenance, troubleshooting and configuration process and ensure quality control?
- Do your recommendations serve the stated needs of the user?
- Did you demonstrate an ability to differentiate configuration changes that should always be applied from those that might be recommended, but not applied without a discussion with the end-user?
Time management skills
- Did you demonstrate technical skills sufficient to complete tasks in a reasonable amount of time?
- Did you demonstrate judgment to implement most important tasks first?
Documentation skills
- Your documentation should provide enough information to answer questions that a user or another technician might have regarding work done on the computer system.
- The documentation should clearly indicate the amount time was spent on each task and provide enough detail that it could serve as a billing document.
Hands-on Scenario Tasks and Related ITS Courses
| Hands-on task: Operating Systems Configuration
You will configure a default installation of a current operating system based on a scenario describing an end user and how they expect to use their computer. You will install applications appropriate for the described user and you will install utilities to secure and protect the user’s computer. You will ensure the operating system and all applications are up-to-date and configured to check for and install future updates. In this task you will
demonstrate your ability to make configuration changes to the operating
system; select configuration changes and add applications and utilities that
are appropriate for the user described in the scenario; update the operating
system and configure it to check for and install future updates; and add
applications and utilities that will help protect the system and keep it up
to date. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
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| Hands-on task: Hardware Configuration
You will analyze the user’s computer hardware; fix any hardware that is not operational; and make recommendations regarding hardware upgrades and/or replacements. You will explain your recommendations, whether the upgrade or replacement is required or recommended, how much it will cost, and how the use will benefit. In this task you will demonstrate your ability to document hardware and hardware settings installed within the system; identify hardware that is either not working or not installed properly; correctly install hardware drivers; analyze currently installed hardware, make recommendations to improve the system, and explain how the user will benefit if the recommendation is implemented. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
|
| Hands-on task: Network Configuration
You will configure a computer to communicate on a network; install drivers for a network print device; connect to shared resources; create and secure network resources; and implement secure wireless networking configurations. In this task you will
demonstrate your ability to correctly configure networking protocols;
identify valid host addresses given an IP address and subnet mask; install
and configure drivers for a network print device; connect to network
resources and download files; create and secure network resources; and
implement secure wireless networking configurations. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
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| Hands-on task: Troubleshooting
You will analyze and troubleshoot situations as they occur during the hands-on scenario task. In this task you will demonstrate your ability to analyze and solve problems and use resources such as, textbooks and the Web to research and solve problems. |
Related ITS Courses:
Competencies for this task were covered in the following courses:
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