Occupational Code: ICT ITS1

Ministry of Education

Sector: - ICT
Sub Sector: - Information Technology
Occupation: Information Technology Support Service - L-1
Candidate’s Package

The assessment covers the following units of competence:

1. ICT ITS1 01 0710 Connect Hardware Peripherals
2. ICT ITS1 02 0710 Install Software Application
3. ICT ITS1 03 0710 Record Client Support Requirements
4. ICT ITS1 04 0710 Protect Application or System Software
5. ICT ITS1 05 0710 Maintain Equipment and Software Inventory and Documentation
6. ICT ITS1 06 0710 Operate Personal Computer
7. ICT ITS1 07 0710 Apply Quality Standards
8. ICT ITS1 08 0710 Work with Others
9. ICT ITS1 09 0710 Receive and Respond to Workplace Communication
10. ICT ITS1 10 0710 Demonstrate Work Values
11. ICT ITS1 11 0710 Develop Understanding of Entrepreneurship
12. ICT ITS1 12 0710 Apply 5S Procedures

Candidate’s instructions and worksheets

 Instructions to Candidate
 Methods of Assessment
1. Observation/Demonstration
2. Oral Questioning

Candidate name
Registration number
Name of assessment center
Name of training provider

Type of Assessment applied:

Qualification – based

Competency – based

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 Occupational Code: ICT ITS1

INSTRUCTIONS TO THE CANDIDATE

Occupation: IT Support service Level_I

1. For Qualification-based assessment, you are to perform all the projects in this package
together with the written tests.
2. For competence-based assessment, you are required to perform the specific project/s
where the competencies to be certified are included.
3. Read the Project package/s and Written test (if applicable) properly.
4. All your questions and clarifications should be addressed to the assessor only.
5. Complete the task/project described in the project package.
6. You are given fifteen (15) minutes reading time for each project and the number of
hours allocated for each project is indicated in the Project Information Sheet.
7. After you finish this assessment, you are required to submit all the project packages
and written tests questions provided to you.
8. You are allowed to use your tools/ instruments with the permission of the Assessor,
and this must be presented to the assessor before start of the test.
9. After you finish the assessment, you are required to sign the Competency Assessment
Results Summary, and return to the stock room all the tools and materials borrowed.
10. You are also required to clean up your work station after completion of your work.

Project Information

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Occupational Code: ICT ITS1

Given the necessary tools, equipment and information, you are expected to perform the following
four project
The assessor should ask oral questions on which s/he is not satisfied by yours performance

Assessment Venue: the assessment should take place in well equipped assessment centre.

Total time allotted for all projects: - 4፡00 hrs

Project 1: Connect Hardware Peripherals and Operate personal computer

Total time allotted for this project: - 40 min

Under this Project, you should connect the major parts of the computer and peripherals such as
keyboard, mouse, monitor and UPS then turn on the computer. After this, connect the computer
to the existing network to access the internet. You should also operate the computer.

Competencies covered:-

1. Connect Hardware Peripherals

2. Operate Personal Computer

Instruction: under this project you are expected to perform the following three tasks based on the
information provided:-

Task 1 Connect parts of the computer and connect the computer to the internet
Time allotted: ----

Instruction: under this task you are expected to perform the following activities based on the
information provided:-

 Connect the disconnected peripheral and start your computer

 connect the computer to the internet using the given information below (which you
will be provided)
 IP address
 Default gateway
 DNS address (Preferred and Alternate)
 browse the webpage www.wikipedia.org

Task 2 Customize the Desktop

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Occupational Code: ICT ITS1

Time allotted: ----

Instruction: under this task you are expected to perform the following activities based on the
information provided:-

 Change The Desktop Theme To “Window Classic”

 Add Media Player Icon (Button) In The Quick Lunch
 Hide The Clock From The Task Bar

Task 3 Operate personal computer

Time allotted: ----

Instruction: under this task you are expected to perform the following activities based on the
information provided:-

 create this folder structure in hard disk drive C:

 C:\ World \ Africa \ Ethiopia
 Write the following sentence in a WordPad
“Ethiopia is found in east Africa.”
 Save this file by the name ‘East’ under C:\ World \ Africa \ Ethiopia
 Copy the folder Africa to My Documents

Project 2: Preparing Hardware and Software specification

Total time allotted for this project: - 30 min

Competencies covered:-
1. Maintain Equipment and Software Inventory and Documentation

Instruction: Under this project you are expected to perform the following Hardware and Software
specification of that s/he is using

Task -1 Prepare Hardware specification

Time allotted: ----

Instruction: Under this task you are expected to create the following table in Ms Word for the
hardware specification and save it by the name “Hw_spec” under My Documents \ Africa \
Ethiopia

System Manufacture
Total Virtual Memory

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Occupational Code: ICT ITS1

Processor type
BIOS
Page File Space

Task -2 Prepare Software Documentation

Time allotted: ----

Instruction: Under this task you are expected to create the following table in Ms Excel for the
software documentation and save it by the name “Sw_spec” under My Documents \ Africa \
Ethiopia
Name of software Space it consumed
Ms Office 2007
Paint
Calculator
Hint: Both Paint and Calculator are windows components

Project 3: Record and Prioritize Client Support Request

Total time allotted for this project: - 1:20 hour

Under this project you are expected to record client requests and identify the requests which are
not the IT support Technicians’ Responsibilities or to be escalated (based on the SLA). Then
prioritize the recorded request based on the business function importance.

Competencies covered:-
1. Record client support Requirements
2. Work with others
3. Receive and respond to work place communication

Service Level Agreement (SLA)

You are working as IT support technician in Ethiopian Electric Power Corporation. The
Corporation has got different offices which need support on hardware and software problems.
You agreed to give support for those offices.

Your responsibilities are only maintaining hardware and software problems.

Refer this table as to how you should prioritize the reported requests.

Offices Response Time

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Occupational Code: ICT ITS1

Director office Within 20 minutes

Technical office Within 40 minutes
Finance office Within 1 hour
HR office Within 1:20 hour
PR office Within 2 hours

This morning you got the following client requests from different offices of the corporation.

1.Ato Dereje from the Technical office reported that his computer that manages his daily
technical duty has failed to start
2.W/r Alemeshet from HR office reported that her Ms excel program failed to open
3.Daniel from PR office reported that his room’s florescent light worn-out and needs to be
replaced
4.Ato Ayele from the Director office reported that he couldn’t print a document
5.W/t Tigist from the Finance office requested that her Adobe Reader program to be upgraded
6.Ato Ibrahim from Technical office requested an EvDO device to connect to the Internet

Instruction: Under this project you are expected to perform the following three tasks based on the
information provided:-

Task -1 Record client request

Time allotted: ----

Instruction: Under this task you are expected to perform the following activities based on the
information provided:-

 You are required to record all the client requests in the following table format created in
Ms Excel
 Save this by the name “cli_req” to My Document \ Africa

Client Name Client Office Reported Problem Priority Remark

Task -2 Identify Problems

Time allotted: ----

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Occupational Code: ICT ITS1

Instruction: Under this task you are required to identify the reported problems which are not the
IT support Technicians’ Responsibilities or to be escalated and put remark that to whom it may
be referred or escalated.

Task -3 Prioritize client request

Time allotted: ----
Instruction: Under this task the candidate has to rank the priority based on the user level
agreement and the business function importance

(Note: The candidate should escalate client request number 3 and 6. The priority order also should
be in the following order 4, 1, 5, 2)

Project-4: Installing and Protecting application and system software

Total time allotted for this project: - 1:30 hour

Competencies covered:-

1. Install Software Application

2. Protect Application or System Software

Instruction: Under this project you are expected to perform the following three tasks based on the
information provided:-

Task -1 Install Application Software

Time allotted: ----

Instruction: Under this task you are expected to install Adobe Reader 9. When installing Adobe
Reader 9, change the installation location to C:\ World \ Africa

Task -2 Install Antivirus

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Occupational Code: ICT ITS1

Time allotted: ----

Instruction: Under this task you are expected to perform the following activities based on the
information provided:-

 Install the given AVG antivirus

 Configure to scan the whole computer daily
 Configure to update weekly on Wednesday

Task - 3 create two user accounts

Time allotted: ----

Instruction: Under this task you are expected to perform the following activities based on the
information provided:-

 Name the first user account as “Candidate1” and the second as “Candidate2”
 “Candidate1” has a privilege to access every documents of “Candidate2” where as
“Candidate2” cannot access the documents of “Candidate1”
 Demonstrate by switching between the two user accounts

Tools, Instruments & Equipment

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Occupational Code: ICT ITS1

No Item description Quantit unit Specification

y
1 Computer with its accessories 1 pc Minimum of 512MB of
and with Pre-Installed Office RAM, 2.6GHz speed
2007 Processor, 40 GB
2 Printer 1 pc HP
3 Broadband Internet 1 pc
Connection

Materials and supplies per candidate

No Item description Quantity unit Specification

1 Paper 1 pc A4
2 Adobe Reader 9 CD 1 pc
3 AVG Antivirus CD 1 pc

Note: Materials and tools may be modified by the Assessor, depending on the actual job
performed, and location & the standard installation practices of the country.