| Work Function: A. Perform Troubleshooting |
| Key Activity: A1. Analyze problem and research solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and prioritize information. | Important |
| | | Ability to use written and electronic documentation. | Important |
| | | Ability to gather information. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Important |
| | Technical Knowledge |
| | | Knowledge of troubleshooting methods. | Somewhat Important |
| | | Ability to prioritize possible solutions based on technical criteria. | Somewhat Important |
| | | Ability to identify and resolve technical conflicts. | Somewhat Important |
| Key Activity: A2. Query existing knowledge base |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to select appropriate information. | Important |
| | | Ability to identify basic concepts and elicit relevant details. | Important |
| | Technical Knowledge |
| | | Knowledge of how data is gathered, stored and manipulated in a database. | Somewhat Important |
| | | Knowledge of Boolean techniques applied to search engines. | Somewhat Important |
| | | Knowledge of networks and online tools and resources. | Somewhat Important |
| | | Ability to read and interpret technical diagrams and decision trees. | Somewhat Important |
| Key Activity: A3. Identify, test and implement solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to interpret information. | Important |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Somewhat Important |
| | | Ability to analyze situations and formulate task sequence. | Somewhat Important |
| | | Ability to think creatively while analyzing problems. | Important |
| | Technical Knowledge |
| | | Knowledge of test instruments. | Somewhat Important |
| | | Knowledge of test methods. | Somewhat Important |
| | | Knowledge of systematic methods of solving technical problems. | Somewhat Important |
| | | Knowledge of applications and diagnostic programs. | Somewhat Important |
| | | Knowledge of basic networking components, equipment, protocols and troubleshooting practices. | Somewhat Important |
| | | Knowledge of relevant safety and environmental rules. | Important |
| Key Activity: A4. Manage problem resolution |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to follow proper procedures and work within established guidelines. | Important |
| | | Ability to apply technology in an effective manner. | Important |
| | | Ability to create original documents and detailed supporting documents. | Important |
| | Technical Knowledge |
| | | Knowledge of relevant technical data. | Important |
| | | Knowledge of resolution tools and processes. | Important |
| Key Activity: A5. Communicate technical solutions and implementation processes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and consider multiple viewpoints. | Important |
| | | Ability to demonstrate awareness of diversity issues. | Somewhat Important |
| | | Ability to work in a team environment. | Important |
| | | Ability to recognize and respond to customer needs and demonstrate commitment to customer. | Important |
| | | Ability to interpret information, prepare basic summaries and reports and select method of communication. | Important |
| | | Ability to present complex technical ideas/information. | Somewhat Important |
| | | Ability to demonstrate commitment to team goals, work to improve team skills and encourage/support team members. | Important |
| | Technical Knowledge |
| Key Activity: A6. Implement long-range solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to plan according to resource constraints and requirements. | Somewhat Important |
| | | Ability to prioritize tasks. | Important |
| | | Ability to examine the situation, analyze possible causes and recommend action. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of technical specifications. | Somewhat Important |
| | | Knowledge of documentation procedures. | Somewhat Important |
| | | Ability to compare and analyze sets of technical data. | Important |
| Key Activity: A7. Document hardware and software problems and resolutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to consider abstract technical situations. | Somewhat Important |
| | | Ability to communicate effectively with diverse audiences. | Somewhat Important |
| | | Ability to organize and present technical information in a logical and consistent manner. | Important |
| | Technical Knowledge |
| | | Knowledge of documentation tools. | Important |
| | | Knowledge of technical terms. | Important |
| Work Function: B. Provide Facilitation and Customer Service |
| Key Activity: B1. Gather and analyze customer input |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze information. | Somewhat Important |
| | | Ability to probe for underlying issues and pose critical questions. | Somewhat Important |
| | | Ability to contribute to an open communication environment. | Somewhat Important |
| | | Ability to identify the need for data and select/obtain information appropriate to the task. | Somewhat Important |
| | Technical Knowledge |
| | | Ability to determine relevant sources of information. | Somewhat Important |
| | | Ability to analyze and interpret customer input for expressed and implied issues. | Somewhat Important |
| | | Knowledge of information gathering methods and techniques. | Somewhat Important |
| Key Activity: B2. Manage working relationships with customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to accept responsibility for own actions and impact on others. | Somewhat Important |
| | | Ability to demonstrate commitment to personal improvement. | Important |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | | Ability to resolve technical issues and obtain customer approval. | Important |
| | | Ability to respond appropriately to others and modify behavior to the situation. | Important |
| | Technical Knowledge |
| Key Activity: B3. Perform negotiated services |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to detect underlying issues. | Important |
| | | Ability to apply creative thinking to new situations. | Important |
| | | Ability to distinguish between facts. | Important |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | Technical Knowledge |
| Key Activity: B4. Act as liaison between groups |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze group responses. | Somewhat Important |
| | | Ability to detect underlying issues. | Important |
| | | Ability to compare multiple viewpoints. | Somewhat Important |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to encourage cooperation/negotiation. | Important |
| | Technical Knowledge |
| Key Activity: B5. Provide training in hardware and software to peers, and to internal and external customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | | Ability to speak clearly and concisely, and to compose and present well-organized presentations. | Important |
| | Technical Knowledge |
| | | Ability to identify key sources of information. | Important |
| Key Activity: B7. Solicit customer feedback and apply input to improve quality of service |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to develop recommendations based on information. | Important |
| | | Ability to select/obtain data/information relevant to the task. | Important |
| | Technical Knowledge |
| | | Ability to analyze and interpret expressed and implied needs. | Somewhat Important |
| Key Activity: B8. Document, communicate and resolve customer feedback and requests |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create original documents. | Somewhat Important |
| | | Ability to use word processing, database tools and presentation software. | Somewhat Important |
| | | Ability to be an advocate for customers within the organization. | Important |
| | Technical Knowledge |
| | | Knowledge of tracking systems and software. | Important |
| Key Activity: B9. Manage customer experience and satisfaction through multiple tiers of the escalation process |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to be an advocate for customers within the organization. | Important |
| | | Ability to explain and present technical concepts and issues. | Important |
| | | Ability to evaluate quality and effectiveness of processes. | Important |
| | Technical Knowledge |
| Work Function: C. Perform Hardware and Software Installation, Configuration, Upgrades and Network Support |
| Key Activity: C1. Identify and interpret customer requirements |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to pose critical questions. | Important |
| | | Ability to compile multiple viewpoints. | Somewhat Important |
| | | Ability to identify and prioritize need for data. | Important |
| | | Ability to analyze data and contrast conflicting data. | Important |
| | | Ability to communicate clearly about options and priorities with customers. | Important |
| | Technical Knowledge |
| | | Knowledge of installation processes. | Somewhat Important |
| | | Ability to query existing knowledge base. | Somewhat Important |
| | | Knowledge of hardware, software, operating system and networking principles. | Somewhat Important |
| Key Activity: C2. Evaluate present software and system configuration |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to understand, interpret and recognize the accuracy of information. | Important |
| | Technical Knowledge |
| | | Knowledge of networks and online resources, both internal and external. | Important |
| Key Activity: C3. Develop installation plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to generate solutions and devise action plans. | Important |
| | | Ability to create detailed supporting documents. | Somewhat Important |
| | | Ability to interpret, synthesize and summarize information. | Important |
| | | Ability to respond to customer needs and demonstrate commitment to customer. | Important |
| | | Ability to interpret and clarify communication. | Important |
| | | Ability to prioritize tasks, prepare schedules and monitor task sequences. | Important |
| | Technical Knowledge |
| | | Ability to utilize and create technical documentation. | Somewhat Important |
| | | Knowledge of system network security. | Somewhat Important |
| | | Knowledge of recovery theories and practices. | Somewhat Important |
| Key Activity: C4. Install, configure and test system hardware and peripherals |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend action plan. | Important |
| | Technical Knowledge |
| | | Knowledge of hardware and peripheral installation and configuration. | Important |
| | | Knowledge of hardware and software troubleshooting and adjustment techniques and practices. | Important |
| Key Activity: C5. Install, configure and test new operating systems, applications and upgrades |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | Technical Knowledge |
| | | Knowledge of software installation and configuration practices. | Important |
| | | Ability to use test programs and other aids to analyze system operation. | Important |
| Key Activity: C6. Optimize system performance |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to compare and contrast information. | Important |
| | | Ability to identify and isolate problems and develop theory on possible cause. | Important |
| | Technical Knowledge |
| | | Ability to detect and resolve hardware and software conflicts. | Somewhat Important |
| | | Ability to identify operational and performance issues. | Somewhat Important |
| Key Activity: C7. Perform quality checks on work outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to recognize patterns/relationships and visually analyze relationship between parts/whole and process/procedure. | Important |
| | Technical Knowledge |
| | | Knowledge of performance checking tools and testing procedures. | Somewhat Important |
| Work Function: D. Perform System Operations, Monitoring and Maintenance |
| Key Activity: D1. Operate computer system and run system applications |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to identify problems and develop theory on possible cause. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of systems and application startup and shut down procedures. | Somewhat Important |
| | | Knowledge of applicable backup and restoration procedures. | Somewhat Important |
| | | Knowledge of system optimization and diagnostic routines. | Somewhat Important |
| Key Activity: D2. Perform system and network diagnostics |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to select information appropriate to the task. | Important |
| | | Ability to pose critical questions. | Important |
| | | Ability to analyze information. | Important |
| | | Ability to use word processing. | Somewhat Important |
| | Technical Knowledge |
| | | Knowledge of operating environments and networks. | Important |
| | | Knowledge of available resources and troubleshooting methodologies. | Important |
| Key Activity: D3. Monitor and analyze system performance |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | | Ability to analyze key data, resolve conflicts and communicate outcomes to users and stakeholders. | Important |
| | Technical Knowledge |
| | | Knowledge of system monitoring and diagnostic tools and procedures. | Important |
| | | Ability to detect, evaluate and appropriately escalate problems. | Important |
| Key Activity: D4. Develop and implement preventative maintenance plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create detailed supporting documents. | Important |
| | | Ability to use word processing, database tools and spreadsheet software. | Important |
| | | Ability to analyze customer needs and demonstrate commitment to customer. | Important |
| | Technical Knowledge |
| Key Activity: D5. Evaluate maintenance processes and outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze and summarize information and identify interdependencies. | Important |
| | | Ability to compare multiple viewpoints. | Important |
| | | Ability to pose critical questions. | Important |
| | | Ability to identify own strengths/limitations and accept constructive criticism. | Important |
| | | Ability to evaluate installation processes and suggest modifications. | Important |
| | Technical Knowledge |
| Key Activity: D6. Communicate and document maintenance procedures and system status |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to create original documents. | Somewhat Important |
| | | Ability to explain concepts and present technical information. | Somewhat Important |
| | | Ability to use word processing, database tools and presentation software. | Somewhat Important |
| | Technical Knowledge |
| Key Activity: D7. Make recommendations to address recurring customer issues |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze, summarize and present information to a variety of audiences. | Important |
| | | Ability to identify and prioritize issues and problems. | Important |
| | Technical Knowledge |
| | | Ability to collect and interpret technical data. | Important |
| | | Knowledge of customer support processes and practices. | Important |