Tech Support Specialist
Competency-based
ONET: 15-1232.00
1
Years
37
Skills
328h
Related instructions
Classroom instruction topics
- New Employee Skills
- Business Acumen
- Employability Skills
- Technical and Professional Skills - CompTIA A+ Coursework and Certification
- Help Desk Ticketing
- Customer Engagement Skills - IBM Professional Certificate
On-the-job training
- Basic Hardware
- Demonstrate knowledge of various mobile device types, their features, and purpose.
- Demonstrate skills required to manage and troubleshoot computer hardware and peripheral devices.
- Demonstrate knowledge of common computer hardware and interfaces.
- Demonstrate skills required to troubleshoot general computer hardware issues and printer problems.
- Demonstrate skills required to configure peripherals, printers, and related applications to support external hardware.
- Basic Networking
- Demonstrate knowledge of basic networking concepts (wired and wireless).
- Demonstrate skills required to configure and troubleshoot device connectivity (LAN and Internet Access).
- Cloud and Virtualization Technologies
- Demonstrate knowledge of cloud computing concepts, including cloud storage and security configurations.
- Demonstrate skills required to configure client-side virtualization, cloud storage applications, and file synchronization features.
- Operating System Basics
- Demonstrate knowledge of important Microsoft Windows 10 operating system features and their purpose.
- Demonstrate skills required to install, configure, and secure Microsoft Windows 10 operating system versions.
- Demonstrate skills required to troubleshoot Microsoft Windows operating system problems.
- Demonstrate knowledge of important Mac OS and Linux OS desktop operating system features and their purpose.
- Demonstrate skills required to configure, secure, and troubleshoot various operating systems Mac OS and Linux OS.
- Demonstrate skills required to troubleshoot mobile operating systems.
- IT Security Basics
- Demonstrate knowledge of basic enterprise security concepts and wireless security protocols.
- Demonstrate skills required to perform account management, configure wireless security, and detect and remove malware on workstations and mobile devices.
- Demonstrate skills to troubleshoot common computer security issues.
- Demonstrate skills required to troubleshoot application security issues.
- General IT Operations
- Demonstrate knowledge of ticketing systems and documentation procedures.
- Demonstrate knowledge of disaster recovery concepts and backup procedures.
- Demonstrate knowledge of licensing and privacy and policy concepts, including how to address prohibited content.
- Demonstrate knowledge of scripting languages, basic functions, and logic structures.
- Business Acumen
- Demonstrate a basic understanding of the employer’s corporate structure and business model, including its product and services portfolio, its primary customers, and its top competitors.
- Demonstrate a basic knowledge of the employer’s brand messaging, its value proposition in the marketplace, and key success metrics.
- Employability Skills
- Demonstrate skills to provide competent customer service using active listening and empathy during various interactions (e.g., in-person, over telephone, email, and chat).
- Demonstrate ability to manage stress and other emotions in the workplace to reduce conflict, foster collaboration, and promote wellness.
- Demonstrate skills required to take and give productive critical feedback.
- Demonstrate skills required to problem-solve using critical thinking, clarifying questions, and knowing when to escalate a situation to a superior.
- Demonstrate skills to explain complex issues to non-technical customers without jargon or blaming.
- Demonstrate ability to conduct oneself with integrity, professionalism, and in accordance with organization policy and procedure.
- Demonstrate skills to communicate with colleagues, managers, and end users effectively and clearly, in a timely manner.
- Demonstrate ability to use language, tone of voice, and non-verbal communication to neutralize conflict in the workplace.
- Demonstrate skills required to collaborate effectively with team members from across the organization.
- Demonstrate ability to use respectful cross-cultural communication to work successfully across the organization and with diverse coworkers.
- Demonstrate knowledge required to manage time effectively, minimizing distractions to maintain productivity, prioritize work appropriately, and meet deadlines with situational awareness.
- Demonstrate ability to adapt to changing organizational landscape.
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