Information Support Services(ISS)
KOSSA Review
--Justin Smith--
EMPLOYABILITY
• http://lsintspl3.wgbh.org/enus/lesson/wesint1/2
COMPUTER LITERACY
• Demonstrate proficiency in a word processing
package
• Demonstrate proficiency in a spreadsheet
package
• Describe common applications of a database
• Demonstrate proficiency in a presentation
package
• Send and receive electronic mail
• Print in landscape and portrait orientations
COMPUTER LITERACY
• Apply Internet etiquette and safety
• Explain the differences between a Web browser and a
search engine
• Navigate a World Wide Web browser
• Identify Internet search engines and their advantages and
disadvantages
• Demonstrate proficiency in the use of the Internet
• Identify what an operating system is, how it works, and be
able to solve common problems
• Manipulate (e.g., create, copy, cut, paste, move, rename,
delete) files and folders to manage and maintain data
Questions
• What is the difference in a web browser and a
search engine?
• What are three examples of Internet search
engines?
• What is the purpose of an operating system?
• What are the keyboard shortcuts to copy, cut
and paste items within Windows?
COMPUTER LITERACY
• Discriminate between ethical and unethical uses of
computers and information
• Demonstrate an understanding of copyrights and licensing
• Demonstrate an awareness of computer security and a
basic understanding of ways to protect a computer (e.g.,
viruses, Trojans, Malware)
• Explain the impact of computers on society
• Identify types of computers, platforms, and devices
explaining how they process information and how
individual computers interact with other computing
systems and devices
• Identify the function of computer hardware components
Questions
• What is an example of an unethical use of a
computer system?
• What is the main difference between a
desktop, laptop and smartphone(besides the
overall size)?
• What are examples of computer hardware?
COMPUTER LITERACY
• Identify how to maintain computer equipment and
solve common problems relating to computer
hardware
• Identify how software and hardware work together to
perform computing tasks and how software is
developed and upgraded
• Identify different types of software, general concepts
relating to software categories, and the tasks to which
each type of software is most suited or not suited
• Demonstrate the safe and responsible use of
resources, office equipment, and machines
Questions
• How does computer hardware and software
work together?
• What are the various types of computer
software and what are they used for?
INFORMATION TECHNOLOGY PROJECT
MANAGEMENT
• Determine client needs
• Determine the purpose and goals of the
project Identify target audience
• Identify stakeholders and decision makers
• Define scope of work to meet client
requirements
• Evaluate project requirements
INFORMATION TECHNOLOGY PROJECT
MANAGEMENT
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Estimate time requirements
Create a project plan
Estimate project pricing
Demonstrate knowledge of project budgeting,
scheduling, and control issues related to development
and support
Identify tools and resources for the job
Identify critical milestones
Report project status
Identify software packages (e.g., MS Project, FreeWare,
Shareware)
Questions
• What is the purpose of a project plan?
• What is the difference in Freeware and
Shareware?
COMPUTER MAINTENANCE
ESSENTIALS
• Identify the names, purpose, and characteristics of computer systems
and peripheral devices (e.g., motherboards, expansion/adapter cards,
processors, cooling systems, memory, storage devices, power supplies,
input devices, cables, output devices )
• Identify the steps to install, configure, optimize, and upgrade personal
computer components and peripherals (e.g., internal/external storage
devices, display devices, basic input devices, multimedia devices)
• Identify software tools, diagnostic procedures, and troubleshooting
techniques for personal computer systems
• Identify techniques to perform preventative maintenance on personal
computer components
• Identify the steps to install, configure, upgrade, and support laptops/
portable devices and identify the names, purposes, and characteristics
of mobile computer systems
• Identify the steps to install, configure, optimize, and upgrade the
current client operating systems
• Identify locations, purposes, and characteristics of operating system
files
Questions
• What is the difference in an external and internal
hard drive?
• What preventative maintenance should be
performed on a computer system?
• Is it easier to upgrade a laptop or a desktop
computer system? Explain
• How can you upgrade a computers operating
system?
• Where is the operating system stored within a
computer system?
COMPUTER MAINTENANCE
ESSENTIALS
• Create, view, and manage disks, directories, and files in operating
systems
• Identify tools, diagnostic procedures, and troubleshooting
techniques for operating systems
• Identify the names, purposes, and methods of connection for
printer and scanner components and the use of network print
services
• Describe how to install, configure, optimize, troubleshoot, and
upgrade printers and scanners
• Describe basic physical networking connectivity concepts (e.g.,
cables, connectors, connection types, network devices)
• Install, configure, and troubleshoot network interfaces and manage
wired/wireless connections
• Recognize the fundamental principles of information technology
security (e.g., Desktop, Network, personal devices, VPN)
Questions
• Where can one view the various drives that
are found within a computer system(without
opening up the case)?
• How can you troubleshoot a malfunctioning
operating system?
• How can a printer be installed on a desktop
computer system?
• What is the most common type of cabling
used in computer networks today?
COMPUTER MAINTENANCE
ESSENTIALS
• Identify basic network components (e.g., server, switch,
router, access point)
• Identify the fundamental principles of security including
smart cards, authentication technologies, malicious
software protection, firewalls, file system security, wireless
network security, data, and physical security
• Identify potential safety hazards and take preventative
action including proper disposal (e.g., disposal procedures
of batteries, display devices, chemical solvents and cans)
• Convert among decimal, binary, and hexadecimal number
systems
• Access needed information using company and
manufacturers' references (e.g., procedural manuals,
documentation, standards, work flowcharts, firmware
updates, drivers, manufacturers' websites)
Questions
• What is the difference between a server,
switch, access point and a router?
• What is a Smart Card that is used within
security of a computer system?
• Where should compute batteries be
disposed?
• Where should a computer monitor be thrown
away at?
• Convert between binary and decimal.
• Are technology manuals important? Explain
ADVANCED COMPUTER
MAINTENANCE
• Access needed information using company and manufacturer' references
(e.g., procedural manuals, documentation, standards, work flowcharts,
firmware updates, drivers, manufacturers' websites)
• Isolate and identify computer problems using visual/audible inspection of
components and follow appropriate troubleshooting procedures (e.g.,
status lights, beep codes, visual inspection of circuitry)
• Explain appropriate usage for mobile specific communications
• Identify major components of the LCD in portable devices (e.g., inverter,
screen, backlight)
• Identify the steps to use appropriate tools, diagnostic procedures, and
troubleshooting techniques to diagnose power conditions, video, keyboard,
pointer, and network connectivity issues in portable devices (e.g.,
multimeters, anti-static devices, loopback plugs, specialty tools, cleaning
products, cable testers)
• Use command line functions and utilities, including proper syntax, to
manage and troubleshoot operating systems (e.g., msconfig, regedit,
chkdsk)
Questions
• How can status lights and beep codes be used
to help figure out computer problems?
• What is the inverter and backlight used for in
an LCD screen?
• What is a multi-meter used for?
• What is a loopback plug?
• What is the command line function 1)
Msconfig, 2)Regedit 3)Chkdsk used for?
ADVANCED COMPUTER MAINTENANCE
• Locate and use appropriate operating system utilities for troubleshooting
and maintenance (e.g., system, disk management tools)
• Demonstrate ability to recover operating systems
• Implement basic network components (e.g., server, switch, router, access
point)
• Identify names, purposes, and characteristics of basic IP networks and
terminologies (e.g. port identification, usage)
• Identify the steps to establish network connectivity, wired, and wirelessly
for end users, install and configure browsers, create and manage network
shares
• Use command line tools to diagnose and troubleshoot network connection
issues
• Define and explain how to troubleshoot software and data security issues
including software firewall issues, data/user access, and file system security
• Define fault tolerance, disaster recovery, and various backup types/backup
media (e.g. RAID levels)
Questions
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What are disk management tools used for?
How can you recover an operating system?
What are the 3 main classes of IP Networks?
How can one join a wireless network that is open
to public use?
• What is fault tolerance?
• What is computer disaster recovery?
• What are the various RAID levels used in
computer maintenance and support?
OPERATING SYSTEM SUPPORT
• Compare and contrast an attended and unattended
installation of an operating system
• Identify the steps to perform post installation
configuration (e.g., user configuration, apply service
packs)
• Answer end user questions related to upgrading from
a previous version of an operating system
• Identify and troubleshoot system startup and user
logon problems
• Identify the steps to monitor and analyze system
performance
• Identify the steps to configure and troubleshoot
power management
Questions
• What is the difference in an attended and
unattended operating system install?
• Why should user accounts and service packs
be installed after an OS is finished with final
setup?
• How can you analyze system performance
within a computer system?
• What are common power management issues
found within a computer system?
OPERATING SYSTEM SUPPORT
• Identify the steps to configure support for
multiple languages or multiple locations
• Identify the steps to configure and
troubleshoot remote connections
• Identify the steps to configure and
troubleshoot end user systems using remote
access
• Identify and describe how and when to use
hard drive imaging as a repair tool
Questions
• How can you change the language within an
operating system?
• What is a remote connection when dealing
with a computer system?
• Why do computer users need remote access?
• What is hard drive imaging?
SMALL NETWORK SUPPORT
• Plan and install a home or small business network
and connect it to the Internet
• Verify and troubleshoot network and Internet
connectivity
• Share resources such as files and printers among
multiple computers
• Recognize threats to a home network and identify
ways to implement security protocols
• Configure static and/or dynamic IP services through
a GUI
Questions
• What is a LAN?
• How can you share files on a computer system
or across a network?
• How can you share a printer among multiple
computers?
• What threats should home computer users be
concerned about?
• How can you change your IP address on a PC?
APPLICATIONS SUPPORT
• Explain troubleshooting guidelines and tools to support
users running applications
• Explain the importance of system architecture as it
relates to troubleshooting applications
• Troubleshoot application installation and compatibility
issues
• Answer end user questions related to configuring and
customizing productivity applications
• Identify the steps to configure email programs and to
access email servers
• Troubleshoot issues related to personal information
management Identify the steps to backup client email
• Identify the steps to configure and troubleshoot
application access on a network
Questions
• What is the purpose of an e-mail server?
• Why would people need to access an e-mail
server?
• How could a computer tech back up a clients
e-mail?
GREEN INFORMATION TECHNOLOGY
• Explain ways to save energy in the server
room
• Explain ways to make the work space more
energy efficient
• Identify benefits of working in a nontraditional work environment
Questions
• How can you save energy in a server room?
• How could a business make a workspace more
energy efficient?
• What does the term non-traditional work
environment?
HELP DESK SERVICE SKILLS AND
TOOLS
• Analyze the role of a help desk and customer
service in an organization
• Describe different computer support roles (e.g.,
bench tech, field tech, telephone support)
• Describe technology trends and current issues
such as virus outbreaks, virtual environment,
cloud computing, and personal devices
• Communicate effectively with customers and coworkers
• Interact with customers over the telephone
• Exhibit positive professionalism with customers
• Demonstrate technical writing skills
Questions
• What is the difference in a 1)bench tech,
2)field tech, 3)telephone support
HELP DESK SERVICE SKILLS AND TOOLS
• Resolve difficult situations in customer support
• Demonstrate a methodical approach to the problem-solving
process
• Demonstrate personal, system, and stress management by using
self-help tools
• Identify and utilize how best to use call management software
• Identify and utilize how best to use problem resolution software
• Identify and utilize how best to use asset and change
management tools
• Identify and implement the steps to use alerts and notification
tools for support
• Identify the levels of a support ticket and identify when the level
escalates
• Evaluate trends in hardware and software failures
INDUSTRY CERTIFICATION
• Describe the process and requirements for
obtaining industry certification related to
information support and services
• Demonstrate the ability to successfully
complete selected practice examinations and
practice questions similar to those on
certification exams
• Identify testing skills/strategies for taking a
certification examination
CAREER PATHWAYS IN
Information Support Services
• Identify careers in the information support and
services field
• Search the Internet and other sources for job
opportunities
• Assemble a professional portfolio that contains
representative samples of student's work
• Deliver an oral presentation relating to the
professional portfolio
• Identify potential employment barriers for
nontraditional groups and ways to overcome the
barriers