Florida Department of Education
Curriculum Framework 

Program Title:	Help Desk Support Technician
Career Cluster:	Information Technology

CCC	
CIP Number	0511010313	
Program Type	College Credit Certificate (CCC)	
Program Length	16 credit hours	
CTSO	FBLA-PBL, BPA 	
SOC Codes (all applicable) 	Please see the CIP to SOC Crosswalk at the link below.	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Computer Information Technology AS degree program (1511010307).

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Information Technology career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Information Technology career cluster.

The content includes but is not limited to instruction in computer literacy; software application support; basic hardware configuration and troubleshooting; networking technologies, troubleshooting, security, and administration; and customer service and human relations skills.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Install, configure, manage, deploy, monitor and troubleshoot a networked server environment.
02.0	Install, configure, manage, and troubleshoot an operating system.
03.0	Install, configure, upgrade and troubleshoot computer hardware.
04.0	Install, configure and troubleshoot system and device driver software and implement basic security measures.
05.0	Perform customer service skills.
06.0	Perform help desk support activities.

Florida Department of Education
Student Performance Standards

Program Title:	Help Desk Support Technician
CIP Number:		0511010313
Program Length:	16 credit hours	

This certificate program is part of the Computer Information Technology AS degree program (1511010307).  At the completion of this program, the student will be able to:	
01.0	Install, configure, manage, deploy, monitor and troubleshoot a networked server environment. The student will be able to:	
01.01	Analyze the business environment and select a server deployment and licensing method.	
01.02	Describe the major steps and issues associated with server deployment and draft a server migration strategy.	
01.03	Describe, install and configure the server deployment tools.	
01.04	Perform data and user backup for migration to a new server environment.	
01.05	Prepare, install and test a reference system including updates, device drivers, and base utilities and applications for the creation of a client image.	
01.06	Configure the reference system’s settings to optimize performance, security, and updates, provide network access and administrative controls, and standardize features to comply with business needs.	
01.07	Create, capture, test and manage the custom image of the reference system.	
01.08	Deploy the reference system to client computers in a networked environment.	
01.09	Migrate current applications and user data after deployment, and verify and troubleshoot deployment issues.	
01.10	Configure, manage and troubleshoot device drivers, network settings, peripheral devices and printers.	
01.11	Join the client to a domain and configure network policies.	
01.12	Describe methods of creating and maintaining network policies.	
01.13	Create, modify, and administer users and groups for clients.	
01.14	Configure, manage and troubleshoot client mobile features including configuring mobile devices, power management, disk encryption, wireless networking, VPN and remote access.	
01.15	Configure, manage and troubleshoot client access to the network, network resources, and the Internet.	
01.16	Configure, manage and troubleshoot administrative settings including: group policies, user profiles, permissions, user account control, event viewing, forwarding and logging, task scheduler, performance monitoring, Windows updates, security settings, firewall features, and authentication.	
01.17	Analyze business needs and licensing requirements in the selection of enterprise applications for deployment in networked environment.	
01.18	Assess hardware requirements and compatibility with existing applications and devices.	
01.19	Perform application performance and compatibility testing and troubleshooting prior to application software installation.	
01.20	Install and configure business application. 	
01.21	Deploy single license applications on a client computer.	
01.22	Troubleshoot application software installation and compatibility issues.	
01.23	Describe the role of desktop support in a network environment.	
01.24	Perform management, testing, and troubleshoot activities.	
01.25	Document incidents and support activities.	
01.26	Perform post-installation tasks, compatibility and reliability testing, resolve performance issues, and perform a security audit.	
01.27	Utilize hardware and software installation tools to perform testing, maintenance and updates.	
01.28	Perform support functions for clients, users and deployed applications, including end user support and training.	
01.29	Configure, manage and monitor administrative features and security settings.	
01.30	Document installed software, conduct license auditing, create a performance baseline, and draft a troubleshooting checklist.	
02.0	Install, configure, manage, and troubleshoot an operating system. The student will be able to:	
02.01	Identify the fundamental principles of operating systems.	
02.02	Describe the general features and uses of current operating systems.	
02.03	Compare and contrast features of popular operating systems.	
02.04	Identify the names, locations, purposes, and contents of major operating system files.	
02.05	Use command line functions and utilities to manage the operating system, including proper syntax and switches.	
02.06	Create, view, and manage disks, directories and files, and change file attributes.	
02.07	Identify the major operating system utilities, their purpose, location, and options.	
02.08	Install major operating systems and bring the operating system to a basic operational level.	
02.09	Perform operating system upgrades. 	
02.10	Create an emergency boot disk with utilities utilizing basic system boot sequences and boot methods.	
02.11	Optimize the operating system and major operating system subsystems.	
02.12	Distinguish and interpret the meaning of common error codes and startup messages from the boot sequence and identify steps to correct the problems.	
02.13	Recognize when to use common diagnostic utilities and tools.	
02.14	Select and use system utilities and tools to diagnose, troubleshoot and resolve operating system problems.	
02.15	Detect and resolve common operational and usability problems.	
02.16	Discuss the network protocols used by operating systems.	
02.17	Explain how networking is supported by various operating systems.	
02.18	Configure operating systems to connect to a local area network.	
02.19	Configure operating systems to connect to and use Internet resources.	
02.20	Troubleshoot and diagnose basic network and Internet connectivity problems.	
02.21	Perform file and system management tasks.	
03.0	Install, configure, upgrade and troubleshoot computer hardware. The student will be able to:	
03.01	Describe the architecture and operation of a typical computer system.	
03.02	Describe the use of binary numbers to represent instructions and data and the hardware implications.	
03.03	Identify various hardware encoding schemes.	
03.04	Describe and identify motherboards and their components.	
03.05	Describe the features and types of computer form factors, chassis, power supplies and cooling devices.	
03.06	Describe and identify mass storage devices.	
03.07	Distinguish between the different display devices and their characteristics.	
03.08	Summarize the function and types of adapter and interface cards.	
03.09	Demonstrate the construction and configuration of a computer system from individual components.	
03.10	Demonstrate the installation, configuration, optimization, and upgrading of components in portable devices.	
03.11	Demonstrate the installation, configuration, optimization, maintenance, and upgrading of printers and other peripheral devices.	
03.12	Troubleshoot new and existing computers and peripheral devices, and document the problems discovered and the solutions implemented.	
03.13	Troubleshoot client-side network connectivity issues using appropriate tools.	
03.14	Identify potential hazards and implement proper safety procedures, including electrostatic discharge (ESD) precautions and professional operational procedures, safe work environment and equipment handling.	
03.15	Install, configure and monitor updates and perform system audits.	
04.0	Install, configure and troubleshoot software system and device driver software and implement basic security measures. The student will be able to:	
04.01	Describe the various types of device drivers used by operating systems and the utilities used to install, configure, manage, upgrade and troubleshoot system devices.	
04.02	Describe the device and driver installation process.	
04.03	Demonstrate the installation, configuration, and troubleshooting of device drivers.	
04.04	Verify digital signatures of device drivers.	
04.05	Demonstrate the configuration of driver policies.	
04.06	Describe the security tools and features in operating systems and how to access them to perform a security audit and update.	
04.07	Install, configure and monitor firewalls to block dangerous incoming and outgoing network traffic.	
04.08	Install, configure and monitor anti-virus software.	
04.09	Perform anti-virus and other security scanning activities to prevent the infiltration of spyware and other malicious software.	
04.10	Install, configure, and monitor firewalls and other security measures and policies to block dangerous or malicious incoming and outgoing network traffic.	
04.11	Perform preventative maintenance and activity monitoring for computer and network security.	
05.0	Perform customer service skills. The student will be able to:	
05.01	Identify and recognize user’s state of mind and attitude.	
05.02	Determine the customer needs using system analysis strategies.	
05.03	Listen to the customer and ask appropriate questions.	
05.04	Provide suggested solutions using knowledge base.	
05.05	Promote company services, products, and policies when appropriate.	
05.06	Maintain professional work ethics and follow policies and procedures.	
05.07	Demonstrate respect for the customer workspace/environment.	
05.08	Relate all information to customer in a manner that the customer can understand.	
05.09	Set realistic expectations when establishing deadlines for customer solutions.	
05.10	Communicate action plan including timelines.	
05.11	Recognize the existence of internal/external customers and follow appropriate guidelines for each.	
06.0	Perform help desk support activities. The student will be able to:	
06.01	Describe the role of the IT support function within the business organization.	
06.02	Describe the incident management process and help desk service best practices when handling incidents.	
06.03	Apply systematic problem-solving and troubleshooting processes to typical end-user issues.	
06.04	Discuss the processes for resolving customer issues.	
06.05	Describe strategies for handling difficult clients and incidents.	
06.06	Identify and select a variety of tools and technologies that aid in the effective management of the help desk function.	
06.07	Describe the process of identifying and resolving customer needs within the context of the business enterprise.	
06.08	Describe the training process of end users and effective methods of delivering training materials.	
06.09	Present and follow oral and written instructions.	
06.10	Participate in group discussions as an IT support specialist and trainer.	
06.11	Describe the types of end user documentation and the process of developing technical instructions for end users.	
06.12	Prepare, outline, and deliver a short IT training presentation.	
06.13	Use appropriate communication skills, courtesy, manners, and dress in the workplace.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Florida Future Business Leaders of American-Phi Beta Lambda (FBLA-PBL) and Business Professionals of America (BPA) are the co-curricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.