Occupational Code: EIS ITS
Ministry of Education
Sector: Economic Infrastructure
Sub Sector: Information Communication Technology
Occupation: Information Technology Support
Service Level I
Candidate’s Package
The assessment covers the following units of competence:
1. EIS ITS1 01 0811 Connect Hardware Peripherals
2. EIS ITS1 02 0811 Install Software Application
3. EIS ITS1 03 0811 Record Client Support Requirements
4. EIS ITS1 04 0811 Protect Application or System Software
5. EIS ITS1 05 0811 Maintain Equipment and Software Inventory and Documentation
6. EIS ITS1 06 0811 Operate Personal Computer
7. EIS ITS1 07 0811 Apply Quality Standards
8. EIS ITS1 08 0811 Work with Others
9. EIS ITS1 09 0811 Receive and Respond to Workplace Communication
10. EIS ITS1 10 0811 Demonstrate Work Values
11. EIS ITS1 11 0811 Develop Understanding of Entrepreneurship
12. EIS ITS1 12 1012 Apply 5S Procedures
Candidate’s instructions and worksheets
Instructions to Candidate
Methods of Assessment
Observation/Demonstration with oral questioning/Interview (If necessary)
Candidate name
Registration number
Name of assessment center
Name of training provider
Type of Assessment applied:
Qualification – based
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014
INSTRUCTIONS TO THE CANDIDATE
Occupation: Information Technology 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 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.
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
Project Information
Given the necessary tools, equipment and information, you are expected to perform the
following 4 projects.
The assessor should ask oral questions on which s/he is not satisfied by yours performance
Assessment Venue:Well Equipped Assessment Centre or real work place
Total time for all projects 3:00 Hrs
Project 1: Connect hardware peripherals and operate personal computer
Competencies covered:
1. EIS ITS1 01 0811 Connect Hardware Peripherals
2. EIS ITS1 06 0811 Operate Personal Computer
Total time for the project: 45 min
Instruction: Under this project you are expected to identify ports, connect computer
peripherals, change display setting, organize file and folder and change browser setting by
performing the following four tasks:-
Task 1: Identify the Ports, Connect major parts of the computer with peripherals and
Start the Computer.
Time allotted: 15 min
Instruction: You should connect the major parts of the computer and peripherals such as
keyboard, mouse, monitor, printer, Stabilizer with the system-unit. Check the connection and
turn on the computer properly.
Task 2: Change Display Setting
Time allotted: 10 min
Instruction: You should have to change the background of the desktop to “tulips” display
property and should have to change the screen saver properties to 3D text by his/her name
with the following properties Rotation type=”see-saw” waiting time=”3min” surface style =
“Reflection”. Speed =”slow”. At the end check the date and time are correct otherwise
correct it.
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
Task 3: Organize File and Folder
Time allotted: 10 min
Instruction: You should first identify the input and output peripherals and write it on the
notepad then save the file with the name “peripherals” by creating the folder “CoC” in my
document.
Task 4: Change browser setting to use internet
Time allotted: 10 min
Instruction: Under this task you are expected to change browser setting how WebPages
are displayed in tabs to warn you when closing multiple tabs.
Project 2: Install and Protect Software
Total time for the project: 1:05 hours
Competencies covered:
1. EIS ITS1 02 0811 Install Software Application
2. EIS ITS1 04 0811 Protect Application or System Software
Instruction: Under this project you are expected to identify minimum hardware and
software requirements to install ms office 2007, upgrade ms 2003 to ms 2007
and Install antivirus by performing the following three tasks:-
Task 1: Identify minimum hardware and software requirement to install ms office
2007.
Time allotted: 15min
Installation Requirement
Minimum Processor Minimum RAM memory Minimum Operating Minimum hard disk space
speed system
Task 2: upgrade from ms 2003 to ms 2007
Time allotted: 30 min
Task 3: Install antivirus (any AVG, Avast, MacAfee) and configure scan every two day
and 5 hr. Also configure update weekly on Friday at 5:00 PM.
Time allotted: 20 min
Project 3: Maintain Hardware and Software Inventory and Documentation
Total time for the project: 30 min
Competencies covered:
1. EIS ITS1 05 0811 Maintain Equipment and Software Inventory and Documentation
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
Instruction: Under this project you are expected to maintain inventories for hardware and
software and documentation by performing the following two tasks:-
Task 1:- Maintain Hardware inventory and documentation
Time allotted: 15 minutes
Instruction: Under this task you should maintain Hardware inventory and documentation by
accessing the system information
Name of the Hardware Size/Speed of Hardware Remark
RAM
CPU
CD Drive
Hard Disk
Monitor
Create the above tables using Microsoft Word and save it by the name
“Hardware Info” on My Document.
Task 2:- Maintain Software inventory and documentation
Time allotted: 15 minutes
Instruction: Under this task you should maintain Software inventory and documentation by
accessing the installed software.
Installed Software Name of Software Version of the Software
Operating system
1.
Application software 2.
3.
Create the above table in Microsoft Excel and save it by the “Software Info” on My
Document.
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
Project 4: Record and Prioritize Client Support Requirement
Total time for the project: 40 minutes
Competencies covered:
1. EIS ITS1 03 0811 Record Client Support Requirements
Instruction: On this project, you should record the client support requirement, identify the
requirement to be escalated, prioritize the recorded request and create user
account by performing the following three project:-
Suppose you are working for an ABC organization on IT Support Service that gives service
to different organizations. The IT support office is mainly responsible on giving quality
service of maintaining and troubleshooting hardware and software problems reported from
different departments of the office through different channels. You received the information
in the following manner:
A. Request through phone
The Manager of the CDE organization, Ato Kebede Keneni, made a call to the IT
support office and told that his computer had got stuck while he was working on the
Decision Support System and the keyboard as well as the mouse also not working.
B. Request through Email
To: ITsupport@abc.com
From: Chala@mce.com
Cc:
Bcc:
Subject: I Lost my password
Hi IT Support. This is chala form the mce organization HR department. Today morning
when I got to my office and try to get into my PC using my username and password, I could
not. Please help me!!!
C. Request by Form
Client Request Form For IT Support
Name of the Client Sis. Wubshet
Department Medical Director
Problem Description The pc holds the database of Acquit patients couldn’t boot
D. Request made In person
Eng. Abdi Bekele inform you he could not open AutoCAD for urgent design to refer a
how to maintain parts of the engine.
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
Task 1:- Record client support Requirement
Time allotted: 15 min
Instruction: Under this task you should record client support requirement on the given
table.
Record request table
Name of the Department Description of Priority Remark
Client the problem
Create this table in Microsoft Word and save it in drive my document by the name
“Client Request” and finally configure the given printer and print the above table.
Task 2:- Prioritize the recorded client support requirement
Time allotted: 10 min
Instruction: Under this task you should prioritize the recorded client support requirement
based on the business function importance.
Task 3:- Create a new user account
Time allotted: 15 min
Instruction: Under this task you should create new user accounts.
User name Password
Sara 1!@23G
Admin H#25qt
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
a) Consumable materials to be used for projects per candidate
No. Item description Quantity Unit Specification
Project 1
Paper 10 pcs
Project 2
Paper 10 pcs
Project 3
Paper 10 pcs
Project 4
Paper 10 pcs
b) Tools & equipments/instruments to be used for projects per candidate
No. Item description Quantity Unit Specification
Project 1
Computer 1 Pcs Minimum of
512MB of RAM,
2.6GHz speed
Processor, 40 GB
Stabilizer 1 pcs
Printer 1 pcs HP
Project 2
Office 2003,2007
Anti Virus(AVG, Avast,
mycaffe)
Computer 1 Pcs Minimum of
512MB of RAM,
2.6GHz speed
Processor, 40 GB
Project 3
Computer 1 Pcs Minimum of
512MB of RAM,
2.6GHz speed
Processor, 40 GB
Project 4
Computer 1 Pcs Minimum of
512MB of RAM,
2.6GHz speed
Processor, 40 GB
Note: Materials and tools may be modified by the assessor, depending on the actual job
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
performed, and location & the standard installation practices of the country.
Candidate’s Package for Information Technology Support Service Level I, Ver. 9
October 2014 |
