| 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 troubleshoot failures. | Important |
| | Technical Knowledge |
| | | Knowledge of troubleshooting methods. | Important |
| | | Knowledge of sources of relevant technical data. | Important |
| | | Ability to prioritize possible solutions based on technical criteria. | Important |
| Key Activity: A3. Identify, test and implement solutions |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to interpret information. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | | Ability to approach problem in a logical and systematic manner. | Important |
| | | Ability to read and follow written instructions. | Important |
| | | Ability to interpret pictures and diagrams. | Important |
| | | Ability to analyze situations and formulate task sequence. | Important |
| | | Ability to predict outcomes based on experience. | Important |
| | | Ability to think creatively while analyzing problems. | Important |
| | Technical Knowledge |
| | | Knowledge of test instruments. | Important |
| | | Knowledge of test methods. | Important |
| | | Knowledge of systematic methods of solving technical problems. | Important |
| | | Ability to replace components when appropriate. | Important |
| | | Ability to remove, repair or replace modules and subassemblies as appropriate. | Important |
| | | Knowledge of applications and diagnostic programs. | Important |
| Key Activity: A4. Manage problem resolution |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to present complex technical information. | Important |
| | | 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 |
| | | Knowledge of relevant physical inventory access and control procedures. | 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. | 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. | Important |
| | | Ability to demonstrate commitment to team goals, work to improve team skills and encourage/support team members. | Important |
| | Technical Knowledge |
| | | Knowledge of technical communications processes. | Important |
| | | Ability to communicate appropriately to different audiences and organizational levels. | Important |
| | | Ability to record data in knowledge bases using proper key words. | Important |
| Key Activity: A7. Document hardware and software problems and resolutions |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Work Function: B. Provide Facilitation and Customer Service |
| Key Activity: B1. Gather and analyze customer input |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to analyze information. | Important |
| | | Ability to probe for underlying issues and pose critical questions. | Important |
| | | Ability to contribute to an open communication environment. | Important |
| | | Ability to identify the need for data and select/obtain information appropriate to the task. | Important |
| | Technical Knowledge |
| | | Ability to determine relevant sources of information. | Important |
| | | Ability to analyze and interpret customer input for expressed and implied issues. | Important |
| | | Knowledge of information gathering methods and techniques. | Important |
| | | Knowledge of applicable documentation procedures. | Important |
| Key Activity: B2. Manage working relationships with customers |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to accept responsibility for own actions and impact on others. | 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 |
| | | Knowledge of escalation procedures. | Important |
| | | Knowledge of customer support methodology. | Important |
| | | Knowledge of operating environments, office suite applications, networks, hardware tools and online resources. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| 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 redirect customer to appropriate resources for solutions to needs outside the bounds of assigned responsibilities. | Important |
| | | Ability to recognize and analyze customer needs and resolve conflicts to customer satisfaction. | Important |
| | Technical Knowledge |
| | | Knowledge of available resources and customer needs. | Important |
| | | Knowledge of negotiation variables. | Important |
| | | Knowledge of negotiated agreement parameters. | Important |
| Key Activity: B4. Act as liaison between groups |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to detect underlying issues. | Important |
| | | Ability to compare multiple viewpoints. | Important |
| | | Ability to summarize/paraphrase information. | Important |
| | | Ability to encourage cooperation/negotiation. | Important |
| | Technical Knowledge |
| | | Knowledge of each group’s functions and responsibilities. | Important |
| | | Knowledge of ultimate goal. | Important |
| | | Knowledge of organizational communication processes. | Important |
| | | Knowledge of interrelations between different organizational groups. | Important |
| 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 visualize task sequentially and identify interdependencies. | Important |
| | | Ability to document “lessons learned” succinctly and accurately and create detailed supporting documents. | Important |
| | | Ability to speak clearly and concisely, and to compose and present well-organized presentations. | Important |
| | | Ability to use teaching/learning tools. | Important |
| | | Ability to perform appropriate learning needs assessments and write learning objectives. | Important |
| | | Ability to plan resource needs and constraints. | Important |
| | Technical Knowledge |
| | | Ability to identify key sources of information. | Important |
| | | Knowledge of information gathering methods and company procedures and processes. | Important |
| | | Knowledge of available resources. | Important |
| | | Knowledge of required technical information and ability to organize technical material for ease of learning. | Important |
| | | Ability to create appropriate presentation visuals for technical material. | Important |
| Key Activity: B6. Manage and prioritize demands from multiple customers |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Key Activity: B7. Solicit customer feedback and apply input to improve quality of service |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Key Activity: B8. Document, communicate and resolve customer feedback and requests |
| | Comment |
| | | | |
| | Employability Skills |
| | 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. | Important |
| | | Ability to identify and prioritize need for data. | Important |
| | | Ability to analyze data and contrast conflicting data. | Important |
| | Technical Knowledge |
| | | Knowledge of installation processes. | Important |
| | | Ability to query existing knowledge base. | Important |
| | | Knowledge of hardware, software, operating system and networking principles. | Important |
| | | Knowledge of technologies and cultural variables of internal, external and global customers. | Important |
| Key Activity: C2. Evaluate present software and system configuration |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to examine information/data for relevance and accuracy. | Important |
| | | Ability to pose specific technical questions. | Important |
| | | Ability to understand, interpret and recognize the accuracy of information. | Important |
| | Technical Knowledge |
| | | Ability to identify system components. | Important |
| | | Knowledge of multiple operating systems, applications and hardware. | Important |
| | | Knowledge of networks and online resources, both internal and external. | Important |
| | | Knowledge of system configurations and performance characteristics. | 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. | 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 |
| | Technical Knowledge |
| | | Ability to identify installation-related tasks and sequence them accordingly. | Important |
| | | Ability to reference knowledge base and online and other information resources. | Important |
| | | Ability to utilize and create technical documentation. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| | | Ability to conceive, implement and track technological solutions. | 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 interpret pictures and diagrams. | Important |
| | | Ability to examine the situation, analyze possible causes/reasons and recommend action plan. | Important |
| | | Ability to apply rules/principles to process/procedure and use logic to draw conclusions. | Important |
| | Technical Knowledge |
| | | Knowledge of hardware and peripheral installation and configuration. | Important |
| | | Ability to use test equipment to analyze system operation. | Important |
| | | Knowledge of hardware and software troubleshooting and adjustment techniques and practices. | Important |
| | | Knowledge of system and network test procedures. | Important |
| Key Activity: C6. Optimize system performance |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Key Activity: C7. Perform quality checks on work outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Work Function: D. Perform System Operations, Monitoring and Maintenance |
| Key Activity: D1. Operate computer system and run system applications |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to read and follow written instructions and procedures. | Important |
| | | Ability to identify problems and develop theory on possible cause. | Important |
| | Technical Knowledge |
| | | Knowledge of systems and application startup and shut down procedures. | Important |
| | | Knowledge of applicable backup and restoration procedures. | Important |
| | | Knowledge of system optimization and diagnostic routines. | 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 apply rules and principles to diagnostics and use logic to draw conclusions. | Important |
| | | Ability to analyze information. | Important |
| | Technical Knowledge |
| | | Knowledge of diagnostic procedures and processes. | Important |
| | | Ability to use hardware and software diagnostic tools. | Important |
| | | Knowledge of available resources and troubleshooting methodologies. | Important |
| Key Activity: D4. Develop and implement preventative maintenance plan |
| | Comment |
| | | | |
| | Employability Skills |
| | | Ability to organize information. | Important |
| | | 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 |
| | | Knowledge of preventative maintenance procedures and processes. | Important |
| | | Knowledge of company practices for maintenance. | Important |
| | | Knowledge of practices of internal, external and global customers. | Important |
| | | Knowledge of roles and responsibilities of company personnel and departments. | Important |
| Key Activity: D5. Evaluate maintenance processes and outcomes |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |
| Key Activity: D6. Communicate and document maintenance procedures and system status |
| | Comment |
| | | | |
| | Employability Skills |
| | Technical Knowledge |