Ministry of Education
Sector:- ICT
Sub Sector:- Information Technology
Occupation: Information Technology Support
Service Level-1
TASK 1.
1.1. Connect the hard ware peripherals to the computer
1.2. check the missed peripheral
1.3. Start up the computer
1.4. Create the following directories and save on “my document” or COC\IT\IT support
COC
IT Acc’t
HW web DB IT support
1.5. Hide IT support folder
1.6. Change the COC icon to my computer
1.7. Create a short cut for COC folder in desktop
1.8. Show the hide folder
Task 2
2.1. Access system information of one of your computer and save as the following format on
“my document \COC\IT\IT SUPPORT
OS Name Microsoft Windows 7 Home premium
OS version 6.1.7601 service pack 1 Build 7601
OS manufacturer Microsoft Corporation
System manufacture TOSHIBA
System model Satellite E305
Processor speed 2.30GHz
System type X64-based pc
Total physical memory( RAM size) 5.95GB
Hard disk Size 465GB
2.2. Record and Document the hard ware and software of your PC using your own format
Write the following hard ware and software requirement of the computer using ms excel
Hard ware Specification
Hard ware name Brand (name of Capacity or size of the Remark
manufacturer) hard ware
RAM
Hard disk +
+0
Keyboard
USB port
NIC
Monitor
Processor
Software Specification
no Type of software Name of the Version
software
1 Operating system
2 Application SW’s
Task 3
3.1. Print the above information by installing the printer on your computer
Task 4
Connect the internet connection check the cable is plug in the hub or switch
and bookmark
4.1. enter the following address and connect the internet
4.1.1. IP address 10.16.1.2
4.1.2. Subnet mask 255.0.0.0
4.1.3. Default get way 10.16.1.1
Task 5.
Open the following addresses
5.1. www.yahoo.com
5.2. www.facebook.com
5.3. www.google.com
Task 6
6.1 install Peachtree 2005 or office 2003 software
6.2. Upgrade Peachtree 2007 or office 2007 software
6.3. Write the minimum system requirement (HW and SW) to install Peachtree 2007 or office 2007
Task 7
7.1. Change your start menu to classic
7.2. customize your desktop
Task 8
Suppose you are working in ABC College as an IT assistance service technical. Today you have received
the following four support request formats ( form 1 ,form 2 form 3 and form 4) from the department of
the college . In addition you received a call from W/t Hana , secretary of the college ,she wants you to fix
her mouse that is not fast enough to work with and Ato Yonas , instructor in the college ,came to
workshop
Dept and insist you to provide
Dean Office himofa request
Date latest Dell01.07.04
computer .Lastly ,when you
Reqcheck your email ,Ato
ID xx.xx.xx
Samuel head of the marking department asked you a support concerning his malfunction laptop .
Name of the client Ato Zelalem
NOTE:- as the college rule and regulations , IT assistance service technical do not provide a maintenance
support and
Equipment advice to request
Description Toshibacome by e –mail and in personal
Laptop
Form Description
Problem 1. My laptop is restarting
For it support Tech. only
Tech.name _________________________________________________________________
Identified problem description __________________________________________________________
Response____________________________________________________________________________
______________________________________________________________________
Time ________________________________________________
Form 4
Dept outcome base training dep’t Date of request 01.07.04 Req ID xx.xx.xx
Name of the client Ato Alemseged
Equipment Description Dell optiplex 780
Problem Description windows media player is not responding
For it support Tech. only
Tech.name _________________________________________________________________
Identified problem description __________________________________________________________
Response____________________________________________________________________________
______________________________________________________________________
Time ________________________________________________
8.1. Record the details of the requested by preparing a request record list
8.2. prioritize and escalate the requests considering your work environment and your roles and
responsibility
8.3. use the following request form as an example
ABC College
Information technology Department Client support record list
N Request Request Client Departmen Equipment Reporte Current Priority
Remark
O ID Date Name t d Status
problem
1 Xx/x/2005
2
3
4
You are an IT Assistance in commercial bank of Ethiopia and the following problems is
happened in the morning
1. Ato Abebe , human resource Department his computer is unable to start
2. Ato Kebed ,finace Department head peachtree software is not working to preparing
payroll
3. w/ro Aster , manager officer ,the media player is not functional to listen music
4. Ato Zelalem , public relation department, the printer is stop working the print the
attendance
5. Ato Ahmed manager office it need a paper to print annual plan
User argument
Manager officer Within 30 min
Finance Department Within 45 min
Human Resource department With in 1. Hour
Public relation department With in 1.30 hours
Record the details of the requested by preparing a request record list below
No Clint name Departmen Problem Priority Remark
t description
Prioritized the dates according to their problem and users agreement
and print the document
Task 9.
9.1. In ABC college HRM department there are two HR officers , Ato Ayele and W/ro Marta
,they are using one computer for their day to day activities . And one day they asked you to
make their common files together as they can share it and their private files differently using a
user account How could you manage it ?
9.2. Create two user accounts
A. account name: higher7 B. Account name: COC
Password : Higher@7 Password: P@s$w0rd
Privilege: limited privilege: Administrator
Create a user account that cannot access the other accounts data
Task 10
10. Install MacAfee anti-virus
10.1. Update the installed MacAfee anti-virus
10.2. Scan local disk c:\ with MacAfee anti-virus
10.3 configure Auto update daily base with 3 AM
10.4 configure Auto scan weekly basis (Friday 3 AM)
10.5 turn on the firmware
10.6 Set the alert setting of firewall
10.7 Set the alert setting Automatic update on
10.8. Set the alert setting virus protection on
10.9. Set the alter message of the anti virus
