T141 Computer Systems Technician MTCU Code 50505 Program Learning Outcomes Synopsis of the Vocational Learning Outcomes * The graduate has reliably demonstrated the ability to 1. analyze and resolve information technology problems through the application of systematic approaches and diagnostic tools. 2. support the implementation and administration of computer systems. 3. support the implementation and administration of networking solutions. 4. install, configure, troubleshoot, maintain, and upgrade components of computer systems. 5. install, configure, troubleshoot, maintain, and upgrade components of networks. 6. use a variety of scripting tools and languages to automate routine tasks. 7. follow, monitor, and document data storage procedures designed to ensure the integrity of information. 8. apply knowledge of security issues to the implementation of information technology solutions. 9. provide efficient and effective technical support to clients in a manner that promotes safe computing practices and reduces the risk of the issue recurring. 10. conform to workplace expectations found in information technology (IT) environments. 11. contribute to the successful completion of the project applying the project management principles in use. ELEMENTS OF PERFORMANCE 1. The graduate has reliably demonstrated the ability to analyze and resolve information technology problems through the application of systematic approaches and diagnostic tools. 1.1 Analyze information technology problems and formulate solutions (e.g., hardware, software, operating systems, communications, process- related) 1.2 Implement a variety of systematic troubleshooting methodologies 1.3 Research and determine an appropriate course of action 1.4 Develop and follow appropriate procedures and methodologies to resolve problems effectively and minimize risk of recurrence 1.5 Monitor, review, and assess the effectiveness of the solution 1.6 Document the problem and solution and communicate results with others 1.7 Minimize risk to client 1.8 Use a variety of troubleshooting tools
1.9 Implement solution in a timely and low- impact fashion 2. The graduate has reliably demonstrated the ability to support the implementation and administration of computer systems. 2.1 Use a variety of data gathering techniques (e.g., research, interviewing) 2.2 Conduct a needs assessment and determine requirements for components of computer systems 2.3 Apply knowledge of a variety of architectures to integrate the components of computer systems 2.4 Apply knowledge of a variety of hardware platforms and operating systems to the implementation and administration of computer systems 2.5 Select and use appropriate tools and techniques to monitor and test the effectiveness of a system 2.6 Produce, present, and maintain clear, accurate, systems- and project-related documents, including detailed diagrams 3. The graduate has reliably demonstrated the ability to support the implementation and administration of networking solutions. 3.1 Use a variety of data gathering tools and techniques (e.g., research, interviewing) 3.2 Conduct a needs assessment and determine requirements for components of a network 3.3 Apply knowledge of computer connectivity, networks, and telecommunications to the implementation of networks (e.g., Internet, Intranet, local area networks, wide area networks, wireless devices, Voice Over IP) 3.4 Apply knowledge of a variety of hardware platforms and operating systems to the implementation and administration of networks 3.5 Select and use appropriate tools and techniques to monitor and test the effectiveness of a network 3.6 Produce, present, and maintain clear, accurate, networks- and project- related documents, including detailed diagrams 3.7 Apply knowledge of various services available to fulfill the needs of the transmission of data while managing costs 3.8 Apply knowledge of Quality of Service (QoS) 3.9 Recognize and use electrical, construction, and telecommunication codes and standards in the implementation of networking solutions 3.10 Apply knowledge of network security to the implementation and administration of networking solutions 3.11 Support the deployment and administration of services within a networked environment 4. The graduate has reliably demonstrated the ability to install, configure, troubleshoot, maintain, and upgrade components of computer systems.
4.1 Use troubleshooting techniques and applied knowledge of a variety of computer components to resolve technical problems 4.2 Modify and upgrade computer systems to adapt to the changing technological and organizational environment 4.3 Install and configure a variety of client and server software applications 4.4 Recognize and use a variety of file types 4.5 Select and use standard tools, techniques, and equipment to implement and troubleshoot computer systems 4.6 Install, configure, and support applications used in the workplace such as database management, word processing, spreadsheet, graphics, and communication software 4.7 Acquire and use relevant technical information from a variety of sources (e.g., technical manuals, online support, help desks) 4.8 Follow preventive maintenance procedures 4.9 Document existing and newly implemented configurations and user settings while ensuring the maintenance of historical documentation 5. The graduate has reliably demonstrated the ability to install, configure, troubleshoot, maintain, and upgrade components of networks. 5.1 Use troubleshooting techniques and applied knowledge of a variety of network components and network management services to resolve technical problems 5.2 Modify and upgrade networks to adapt to the changing technological and organizational environment 5.3 Install and configure a variety of client and server remote- access software applications 5.4 Select and use standard tools, techniques, and equipment to implement and troubleshoot network components 5.5 Apply knowledge of the basic functions of network administration 5.6 Acquire and use relevant technical information from a variety of sources (e.g., technical manuals, online support, help desks) 5.7 Consider the security implications of integrating information technology into global networks 5.8 Document the modification and monitor its effect on network performance 5.9 Follow schedules of maintenance 6. The graduate has reliably demonstrated the ability to use a variety of scripting tools and languages to automate routine tasks. 6.1 Apply basic knowledge of relevant scripting tools and techniques 6.2 Use a variety of strategies to resolve routine scripting problems 6.3 Apply basic knowledge of a variety of scripting languages 6.4 Apply knowledge of new and current development tools 6.5 Assess, select, and use appropriate tools and techniques to develop and maintain administrative scripts and task automation 6.6 Provide clear and accurate comments on the script 6.7 Apply knowledge of automation tools to deploy and migrate software applications and user configurations
7. The graduate has reliably demonstrated the ability to follow, monitor, and document data storage procedures designed to ensure the integrity of information. 7.1 Maintain infrastructure to capture, store, and update information 7.2 Implement and maintain data storage and retrieval systems 7.3 Implement strategies for backup and recovery of information 7.4 Apply information security protocols and procedures 7.5 Follow schedules for archiving of data 7.6 Recover user data from storage back- up 7.7 Follow established procedures for incident response and data recovery, should the need arise 8. The graduate has reliably demonstrated the ability to apply knowledge of security issues to the implementation of information technology solutions. 8.1 Apply knowledge of software and hardware firewalls 8.2 Apply knowledge of anti- virus and anti- spamming software 8.3 Seek out and remove malicious software (e.g., viruses, worms, trojan horses, spyware, ad- ware) that affects the reliability of IT resources 8.4 Monitor host behaviour and network activity with a view to ensuring a secure environment 8.5 Conduct security updates minimizing client downtime 8.6 Recognize the role of physical security in the implementation of information technology solutions 8.7 Follow procedures and policies for keeping security software up- to- date 8.8 Apply knowledge of network services (e.g., e- mail, shares, Voice Over IP) to minimize security threats to the organization 8.9 Assess security risks created through the implementation of new information technology solutions 8.10 Manage sensitive information held by the organization according to its assigned classification 8.11 Apply knowledge of intrusion detection and prevention to networking environments 8.12 Assist in evaluating and enforcing security- related policies and documents 8.13 Apply knowledge of remote- access and wireless technologies to allow secure remote access to the network and its resources 9. The graduate has reliably demonstrated the ability to provide efficient and effective technical support to clients in a manner that promotes safe computing practices and reduces the risk of the issue recurring. 9.1 Promote an environment of effective communication 9.2 Respond to client inquiries promptly 9.3 Maintain professional and honest relationships with clients 9.4 Apply knowledge of proper client service to the maintenance of client relationship 9.5 Work to ensure satisfactory realization of client s expectations 9.6 Recognize personal limits and seek assistance in a timely manner to resolve problems beyond own knowledge and skills
9.7 Incorporate practical education of clients in the resolution of the issue 9.8 Support the sales function 9.9 Field calls and inquiries 9.10 Identify relevant issues in reported information 9.11 Express problem and solution in non- technical language 9.12 Solicit information from clients respectfully and tactfully 9.13 Use judgement to balance organizational policies and procedures regarding technical support and the level of client knowledge 9.14 Educate client on alternative and reliable sources of support information (e.g., 9.15 FAQs, knowledge bases, online support) should the issue recur 9.16 Report and document incidents breaching service- level agreements (e.g., 24/7 support, 99.999% uptime) 9.17 Document, with appropriate level of detail, each instance of customer support 9.18 Maintain appropriate case- by- case documentation of the solution applied 10. The graduate has reliably demonstrated the ability to conform to workplace expectations found in information technology (IT) environments. 10.1 Recognize personal limits and seek assistance in a timely manner to resolve problems beyond own knowledge and skills 10.2 Use language and terminology suited to the context 10.3 Use electronic communication methods appropriately 10.4 Keep abreast of relevant technological change 10.5 Adhere to ethical principles and standards 10.6 Follow organizational policies and procedures 10.7 Identify guidelines set by appropriate organizations and bodies that prescribe quality programs, practices, processes, and procedures which apply to information technology environments 10.8 Ensure quality of assigned work 10.9 Comply with software licensing requirements 10.10 Make appropriate use of IT resources in the workplace 10.11 Adhere to safe computing practices 10.12 Follow existing confidentiality, privacy, and reporting regulations as they apply to daily work 10.13 Function within the boundaries of established organizational policy, as well as legal and legislative requirements 11. The graduate has reliably demonstrated the ability to contribute to the successful completion of the project applying the project management principles in use. 11.1 Participate in the planning, identification, scheduling, and assigning of tasks and resources involved in a project as required 11.2 Contribute to the monitoring of resources and expenditures to maintain cost effectiveness and timelines as required 11.3 Consolidate project updates regularly 11.4 Estimate accurately the time required to complete project elements
11.5 Complete project elements according to schedule 11.6 Interpret and use project- planning documents (e.g., Gantt Charts, Critical Path 11.7 Analysis Charts, PERT Charts) 11.8 Identify problems that will affect the project timeline and recommend changes as soon as possible 11.9 Maintain current, clear, and accurate project- related documents which adhere to organizational and industry standards and procedures 11.10 Use project management software *Source Extracted from Provincial Vocational Outcomes 2006