Task 1. Resume & Cover Letter

You will apply for a technical support position with a fictitious company named Virtual Imagination.

When the job announcement is posted you will need to read it and submit a cover letter and resume prior the closing date.

You can locate the job announcement at www.tvc.uaf.edu/its/review

In this task you will be expected to demonstrate that you can write clearly, use correct grammar and spelling and proofread your work. You are expected to use document formatting so that the document layout is clear logical and easy to read.

Task 2. Technical Support Resources Webpage

You will create and publish web page containing links to useful technical support resources. The links may be to resources that would be useful to you, useful to end users you would support, or both. The page should be published to a web server connected to the Internet. You will present your page to the certification review committee and explain the resources that you have gathered.

In providing technical support you will need to be able to locate technical support resources; both for yourself and for the users you support. You also should possess an understanding of how to create and publish a basic web page. In task you will demonstrate both your ability to create a collection of technical support resources and your ability to create and publish a web page

You will be expected to create at least a single web page containing a list of quality links that is accessible on the Internet. A quality link is a link that you are clearly able to express how the link is useful to you in providing technical support or how you think the link would be useful for end users that you support. Your web page should demonstrate that you can write clearly, use correct grammar and spelling and proofread your work. You are expected to use document formatting so that the document layout is clear logical and easy to read.

Related ITS Courses:

Competencies for this task were covered in the following courses:

• CIOS 146 Using Internet Tools and Technologies
• CIOS 211 Computer Technical Support
• CIOS 246 Implementing Internet Tools and Technologies
• CIOS 256 Internet Authoring and Design
• CIOS 271 Web Databases and Programming

Task 3. Excel Spreadsheet

You will create a worksheet to track an Information Technology budget. The formatting, design, and formulas should be designed so that people, who are not Excel experts, can use the worksheet safely.

Related ITS Courses:

Competencies for this task were covered in the following course:

• CIOS 135 Microcomputer Spreadsheets
  

Task 4. Word Template

You will create a Word Template with custom styles and boilerplate text. The Word template should have a clear purpose and the design and modifications of the template should be consistent with the template purpose.

In this task you will be demonstrate your ability to create a template using Microsoft Word. This task will require that you determine which types of documents are appropriate to create as templates and that you use the tools and features available within the application to create a professional and well formatted document.

Related ITS Courses:

Competencies for this task were covered in the following course:

• CIOS 130 Microcomputer Word Processing

Task 5. Desktop Publishing & Graphics

You will create a one-page flier that uses desktop publishing and graphics skills. You will explain the purpose of the flier, how it was created, and why you selected the tools that you used.

In this task you will demonstrate you ability to effectively combine text and graphics into a document to communicate a message, idea or event. During the presentation you need to be prepared to explain the application(s) you used to create your flier and why you choose your application(s) over other possible choices.

Related ITS Courses:

Competencies for this task were covered in the following courses:

• CIOS 233 Desktop Publishing
• CIOS 255 Microcomputer Graphics

Task 6. Information Technology Proposal

You will create an Information Technology proposal that has a clear problem definition, a clear solution, and a budget and explanation that supports the recommended solution.

In this task you will be demonstrate your ability to use both written and oral communication to present a clearly defined problem, a proposed solution, and indicate how much it will cost to implement your proposed solution.

In this task you will be expected to demonstrate that you can write clearly, use correct grammar and spelling and proofread your work. You are expected to use document formatting so that the document layout is clear logical and easy to read.

Related ITS Courses:

Competencies for this task were covered in the following courses:

• CIOS 211 Computer Technical Support

Task 7. Trends & Predictions

Through browsing the web and thinking about current trends, make three predictions that you believe will impact the profession of computer support in the next five years and create a weblog (blog) that documents and supports both your predictions and conclusions.

Because of the changing nature of technical support, you always need to be scanning the horizon and making predictions about how the IT landscape is changing; however it is not enough to simply make a prediction about the future of your field. It is as important, if not more important, to think about how the changes you are predicting will affect you and the users you support.

For this task you will be required to provide answers to the following three key questions for each prediction you make:

1. What is the evidence for your prediction?
   • Document your sources by providing links within your blog to the sources you have used to make your prediction.
   • You should be able provide multiple sources that support your prediction.
   • You should also be able to provide at least one source that contradict your prediction and be able to explain why you believe the source is wrong.
2. What new opportunities will appear for computer support professionals, if your prediction comes true?
3. What skills will you need to develop and how will you develop these skills if your prediction comes true?

In this task you will be evaluated on how well you address the above three questions for each prediction you make and how well you think critically about the computer support profession; evidence of possible directions in which the computer support profession may change; and ideas about how you will respond if the changes you predict happen.

Related ITS Courses:

Competencies for this task were covered in the following courses:

• CIOS 146 Using Internet Tools and Technologies
• CIOS 211 Computer Technical Support
• CIOS 246 Implementing Internet Tools and Technologies

Task 8.  Three changes to default program settings      

Make a list of at least three changes to the default settings for each of the following applications. Explain the reasons for your changes in a context of providing computer support and training.

• Microsoft Windows
• Microsoft Internet Explorer
• Microsoft Word
• Microsoft Excel

In completing this task you assume you are making changes to default settings for the user described in the hands-on scenario task.

In this task you will demonstrate your ability to analyze user needs and make changes to default application settings to make the user environment better and/or supporting the user easier. In completing this task you need to be prepared to explain why the changes were made and how the change makes the user environment better and/or how it makes supporting the user easier.

Related ITS Courses

Competencies for this task were covered in the following courses:

• CIOS 110 Microcomputer Operating Systems
• CIOS 130 Microcomputer Word Processing
• CIOS 135 Microcomputer Spreadsheets
• CIOS 211 Computer Technical Support

As part of your portfolio, you will need to submit a completed version of your Troubleshooting and Maintenance Report documenting the completion of the hands-on scenario portion of the ITS Certification Review.

The documentation you submit should provide enough information to answer questions a user might have regarding work done on their computer. The documentation should clearly indicate how much time was spent and provide enough detail that it could serve as a billing document. Good documentation provides enough information that a technician working on the computer, months later, can determine what work was performed on the computer in question.

Related ITS Courses:

Competencies for this task were covered in the following courses:

• CIOS 110 Microcomputer Operating Systems
• CIOS 210 Hardware and Software Configuration and Troubleshooting
• CIOS 211 Computer Technical Support

The entire portfolio presentation is to document your human relation skills.

Throughout this certification review process you will be expected to act professionally even if you feel you’re under pressure. You will need to be able to provide clear reasons for the recommendations and configuration decisions you make and demonstrate that you have the kept the end users in mind. You also should be prepared to answer questions posed by the review committee.

Competencies for this task were covered in the following courses:

• ABUS 154 Human Relations

The entire portfolio project documents your project management and implementation skills.

The certification review process you will be expected to complete and submit all work by scheduled deadlines. You are expected to show up on time for your hands on scenario and portfolio presentation appointments.