Florida Department of Education
Curriculum Framework 

Program Title:	Technology Support Services
Program Type:	Career Preparatory
Career Cluster:	Information Technology

Secondary – Career Preparatory	
Program Number	9001400	
CIP Number	0515120201	
Grade Level	9-12	
Program Length	4 credits	
Teacher Certification	Refer to the Program Structure section.	
CTSO	FBLA, BPA, FL-TSA	
SOC Codes (all applicable) 	15-1151 – Computer User Support Specialists	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose 

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 computer technology support positions 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. 

The content includes but is not limited to practical experiences in the implementation, management, and maintenance of advanced technology user environments.

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

Program Structure

This program is a planned sequence of instruction consisting of four (4) credits.  

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course. 

The following table illustrates the secondary program structure:

Course Number	Course Title	Teacher Certification	Length	SOC Code	Level	Graduation Requirement	
8207310	Digital Information Technology  OR	DIT Teacher Certifications	1 credit	15-1151	2	CT	
9001410	IT Essentials	BUS ED  1 @2
COMPU SCI 6
INFO TECH 7G	1 credit		2	CT	
9001420	Technology Support Services - Client Systems	BUS ED  1 @2
COMPU SCI 6
INFO TECH 7G	1 credit		3	CT	
9001430	Technology Support Services - Network Systems		1 credit		3	CT	
9001440	Technology Support Services - Specialized Technologies		1 credit		3	CT	
(Graduation Requirement Codes: CT=Career & Technical Education, EQ= Equally Rigorous Science, EC= Economics, MA=Mathematics, PL=Personal Financial Literacy)

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

Digital Information Technology (8207310) is the first course in this and other programs within the Information Technology Career Cluster.  Standards 01.0 – 15.0 are associated with this course.

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

01.0	Demonstrate knowledge, skill, and application of information technology to accomplish job objectives and enhance workplace performance.   
02.0	Develop an awareness of microcomputers.   
03.0	Demonstrate an understanding of networks.   
04.0	Use word processing applications to enhance the effectiveness of various types of documents and communication.  
05.0	Use presentation applications to enhance communication skills.   
06.0	Use spreadsheet applications to enhance communication skills.  
07.0	Use database applications to store and organize data.  
08.0	Use electronic mail to enhance communication skills.  
09.0	Investigate individual assessment and job/career exploration and individual career planning that reflect the transition from school to work, lifelong learning, and personal and professional goals.   
10.0	Incorporate appropriate leadership and supervision techniques, customer service strategies, and standards of personal ethics to accomplish job objectives and enhance workplace performance.   
11.0	Demonstrate competence using computer networks, internet and online databases to facilitate collaborative or individual learning and communication.   
12.0	Develop awareness of computer languages, web-based and software applications, and emerging technologies.   
13.0	Demonstrate an understanding of basic html by creating a simple web page.  
14.0	Demonstrate comprehension and communication skills.   
15.0	Use social media to enhance online communication and develop an awareness of a digital footprint.  
16.0	Demonstrate knowledge, skill, and application of computer systems. 
17.0	Demonstrate knowledge of different operating systems. 
18.0	Develop a familiarity with the information technology industry. 
19.0	Develop an awareness of microprocessors and digital computers. 
20.0	Develop an awareness of the different types of printers. 
21.0	Develop an awareness of emerging technologies. 
22.0	Demonstrate an understanding of the Open Systems Interface (OSI) model. 
23.0	Identify computer components and their functions. 
24.0	Demonstrate proficiency using the Internet to locate information. 
25.0	Demonstrate proficiency using Hypertext Markup Language (HTML). 
26.0	Demonstrate proficiency in webpage design. 
27.0	Demonstrate proficiency using common software applications. 
28.0	Perform email activities. 
29.0	Demonstrate proficiency in using presentation software and equipment. 
30.0	Perform decision-making activities in a multimedia environment. 
31.0	Demonstrate proficiency with personal computer hardware. 
32.0	Troubleshoot printers.
33.0	Demonstrate proficiency with installing and configuring client system hardware. 
34.0	Demonstrate proficiency in troubleshooting, repair and maintenance of client systems. 
35.0	Demonstrate proficiency with client operating systems and software. 
36.0	Configure and perform system backup and recovery of a client system. 
37.0	Configure a Virtual Hard Disk (VHD) on a client system. 
38.0	Demonstrate proficiency with networking. 
39.0	Demonstrate an understanding of fundamental computer security. 
40.0	Demonstrate proficiency with installing, configuring, and upgrading common client software applications or suites. 
41.0	Solve software installation escalations. 
42.0	Solve software failure escalations. 
43.0	Demonstrate proficiency with technical support operational procedures. 
44.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. 
45.0	Solve problems using critical thinking skills, creativity and innovation. 
46.0	Use information technology tools. 
47.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. 
48.0	Describe the importance of professional ethics and legal responsibilities. 
49.0	Describe the operation of data networks. 
50.0	Differentiate between various network media and topologies. 
51.0	Install and configure basic network devices. 
52.0	Demonstrate proficiency using basic network tools. 
53.0	Demonstrate an understanding of network IP addressing and associated issues. 
54.0	Demonstrate an understanding of network management tasks and methodologies. 
55.0	Implement a Wireless Local Area Network (WLAN). 
56.0	Demonstrate an understanding of network security threats and mitigation techniques. 
57.0	Demonstrate proficiency with troubleshooting network operating systems. 
58.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. 
59.0	Explain the importance of employability skill and entrepreneurship skills. 
60.0	Configure Full Disk Encryption (FDE) software.
61.0	Identify basic cloud concepts.
62.0	Configure intranet tunneling software.
63.0	Demonstrate proficiency with cloud-based technologies.
64.0	Demonstrate proficiency in configuring and maintaining remote connections. 
65.0	Perform installation, configuration, and management operations for both client and server disks.
66.0	Monitor system performance.
67.0	Optimize system performance. 
68.0	Demonstrate proficiency with troubleshooting specialized network and communications devices. 
69.0	Configure and maintain network-based technologies associated with providing web services. 

Florida Department of Education
Student Performance Standards

Course Title:		Digital Information Technology
Course Number:	8207310
Course Credit:	1

Course Description:

This core course is designed to provide a basic overview of current business and information systems and trends, and to introduce students to fundamental skills required for today's business and academic environments.  Emphasis is placed on developing fundamental computer skills.  The intention of this course is to prepare students to be successful both personally and professionally in an information-based society.  Digital Information Technology includes the exploration and use of: databases, the internet, spreadsheets, presentation applications, management of personal information and email, word processing and document manipulation, HTML, web page design, and the integration of these programs using software that meets industry standards.  

Digital Information Technology (8207310) is part of several programs across the various CTE career clusters.  To ensure consistency, the standards and benchmarks for this course (01.0 – 15.0) have been placed in a separate document.   To access this document, visit: Digital Information Technology (8207310).
 
OR

Florida Department of Education
Student Performance Standards

Course Title: 	IT Essentials
Course Number: 	9001410
Course Credit:	1

Course Description:

This course introduces students to the essential concepts, components, terminology, and knowledge about computers, computer systems, peripherals, and networks.

CTE Standards and Benchmarks	
16.0	Demonstrate knowledge, skill, and application of computer systems. The student will be able to:	
16.01	Describe and use current and emerging computer technology and software to perform personal and business related tasks.	
16.02	Describe the types of communications and networking systems used in workplace environments.	
16.03	Locate and use software application reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals.	
16.04	Troubleshoot problems with computer hardware peripherals.	
16.05	Describe ethical, privacy, and security issues and problems associated with computers and information systems.	
16.06	Demonstrate proficiency in using the basic features of GUI browsers. 	
17.0	Demonstrate knowledge of different operating systems. The student will be able to:	
17.01	Identify the most common computer operating systems.	
17.02	Describe and use industry accepted file naming conventions, particularly in NTFS and FAT file systems.	
17.03	Demonstrate proficiency with file management tasks. 	
17.04	Demonstrate a working knowledge of standard file formats.	
17.05	Compare and contrast various operating systems.	
17.06	Differentiate between different operating systems and applications.	
17.07	Compare and contrast open source and proprietary software.	
17.08	Explain how system utilities are used to maintain computer performance.	
18.0	Develop a familiarity with the information technology industry. The student will be able to:	
18.01	Explain how information technology impacts the operation and management of business and society.	
18.02	Identify and describe the various ways of segmenting the IT industry (e.g., hardware vs. software, server vs. client, business vs. entertainment, stable vs. mobile).	
18.03	Describe how digital technologies (social media) are changing both work and personal lifestyles. 	
19.0	Develop an awareness of microprocessors and digital computers. The student will be able to:	
19.01	Describe the evolution of the digital computer.	
19.02	Explain the general architecture of a microcomputer system.	
19.03	Explain the evolution of microprocessors.	
19.04	Explain software hierarchy and its impact on microprocessors.	
19.05	Explain the need for and use of peripherals.  	
19.06	Demonstrate proficiency installing and using plug-and-play peripherals.	
19.07	Identify the basic concepts of computer maintenance and upgrades.	
20.0	Develop an awareness of the different types of printers. The student will be able to:	
20.01	Describe the different types.	
20.02	Explain how drivers work with printers.	
20.03	Demonstrate troubleshooting techniques to repair printers.	
21.0	Develop an awareness of emerging technologies. The student will be able to:	
21.01	Compare and contrast emerging technologies and describe how they impact business in the global marketplace (e.g., wireless, wireless web, cell phones, portables/handhelds, smart appliances, home networks, peer-to-peer).	
21.02	Describe social media as an emerging technology.	
21.03	Adhere to published best practices for protecting personal identifiable information when using the Internet.	
21.04	Identify trends related to the use of information technology in people’s personal and professional lives.	
21.05	Characterize how the rapid pace of change in information technology impacts our society.	
22.0	Demonstrate an understanding of the Open Systems Interface (OSI) model. The student will be able to:	
22.01	Describe the evolution of OSI from its inception to the present and into the future.	
22.02	Explain the interrelations of the seven layers of the Open Systems Interface (OSI) as it relates to hardware and software.	
22.03	Describe the purpose of the OSI model and each of its layers.	
22.04	Explain specific functions belonging to each OSI model layer.	
22.05	Understand how two network nodes communicate through the OSI model.	
22.06	Discuss the structure and purpose of data packets and frames.	
22.07	Describe the two types of addressing covered by the OSI model.	
23.0	Identify computer components and their functions. The student will be able to:	
23.01	Identify the internal components of a computer.	
23.02	Use common computer and DOS commands terminology.	
24.0	Demonstrate proficiency using the Internet to locate information. The student will be able to:	
24.01	Identify and describe web terminology.	
24.02	Define Universal Resource Locators (URLs) and associated protocols.	
24.03	Compare and contrast the types of Internet domains.	
24.04	Describe and observe Internet/Intranet ethics and copyright laws and regulatory control.	
24.05	Trace the evolution of the Internet from its inception to the present and into the future.	
24.06	Demonstrate proficiency using search engines, including Boolean search strategies.	
24.07	Demonstrate proficiency using various web tools.	
24.08	Compare and contrast the roles of web servers and web browsers.	
25.0	Demonstrate proficiency using Hypertext Markup Language (HTML). The student will be able to:	
25.01	Categorize websites according to their purpose.	
25.02	Describe the types of documents that might be used in a web environment.	
25.03	Identify elements of a webpage.	
25.04	Define basic HTML terminology.	
25.05	Critique the aesthetic and functional operation of sample websites.	
25.06	Create storyboards depicting a multi-page website.	
25.07	Design, edit, and test HTML documents for accuracy and validity.	
25.08	Create and modify webpages using a Graphical User Interface (GUI) editor.	
25.09	Enhance webpages through the addition of images and graphics including animation.	
25.10	Analyze webpage source code developed by others.	
25.11	Create webpages using basic HTML tags.	
26.0	Demonstrate proficiency in webpage design. The student will be able to:	
26.01	Develop an awareness of acceptable webpage design, including index pages in relation to the rest of the website.	
26.02	Describe and apply color theory as it applies to webpage design.	
26.03	Access and digitize graphics through various resources.	
26.04	Use image design software to create and edit images.	
26.05	Demonstrate proficiency in publishing to the Internet.	
26.06	Explain the need for web-based applications.	
27.0	Demonstrate proficiency using common software applications. The student will be able to:	
27.01	Compare and contrast the appropriate use of various software applications.	
27.02	Demonstrate proficiency in the use of various software applications.	
28.0	Perform email activities. The student will be able to:	
28.01	Describe email capabilities and functions.	
28.02	Identify components of an email message.	
28.03	Identify the components of an email address.	
28.04	Identify when to use different email options.	
28.05	Attach a file to an email message.	
28.06	Forward an email message.	
28.07	Use an address book.	
28.08	Create a private email group.	
28.09	Reply to an email message.	
28.10	Use the Internet to perform email activities.	
28.11	Identify the appropriate use of email and demonstrate related email etiquette.	
28.12	Identify when to include information from an original email message in a response.	
28.13	Identify common problems associated with widespread use of email.	
29.0	Demonstrate proficiency in using presentation software and equipment. The student will be able to:	
29.01	Produce a presentation that includes music, animation, and digital photography and present it using a projection system.	
29.02	Using presentation software, create a multimedia presentation that incorporates shot and edited video, animation, music, narration and adheres to good design principles, use of transitions, and effective message conveyance.	
29.03	Demonstrate knowledge of the roles and responsibilities of a multimedia production team.	
29.04	Collaborate with team members to plan, edit, evaluate, and present a multimedia presentation where individuals on the team function in specific production roles.	
29.05	Create a self-running presentation with synchronized audio, convert presentation slides into streaming ASF files for use on the web.	
30.0	Perform decision-making activities in a multimedia environment. The student will be able to:	
30.01	Determine work priorities, the audience, project budgets, project specifications, and the production schedule.	
30.02	 Evaluate and select appropriate software packages and multimedia tools to complete assigned tasks.	
30.03	Present and defend design projects.	
30.04	Evaluate criteria for selecting an operating system.	

Florida Department of Education
Student Performance Standards

Course Title: 	Technology Support Services – Client Systems
Course Number: 	9001420
Course Credit:	1

CTE Standards and Benchmarks	
31.0	Demonstrate proficiency with personal computer hardware. The student will be able to:	
31.01	Categorize storage devices and backup media.	
31.02	Explain motherboard components, types and features.	
31.03	Classify power supplies types and characteristics.	
31.04	Explain the purpose and characteristics of CPUs and their features.	
31.05	Explain cooling methods and devices.	
31.06	Compare and contrast memory types, characteristics and their purpose.	
31.07	Distinguish between the different display devices and their characteristics.	
31.08	Summarize the function and types of adapter cards.	
32.0	Troubleshoot printers. The student will be able to:	
32.01	Demonstrate proficiency with device drivers.	
32.02	Troubleshoot common hardware errors.	
33.0	Demonstrate proficiency with installing and configuring client system hardware. The student will be able to:	
33.01	Install, configure and optimize personal computer components.	
33.02	Install, configure, and optimize laptop components.	
33.03	Install, configure, and optimize client system peripherals.	
33.04	Demonstrate proficiency using the following tools: 	
•	Multimeter. 	
•	Power supply tester. 	
•	Cable testers. 	
•	Loop back plugs. 	
•	Anti-static pad and wrist strap. 	
•	Extension magnet. 	
34.0	Demonstrate proficiency in troubleshooting, repairing and maintaining of client systems. The student will be able to:	
34.01	Explain the troubleshooting theory.	
34.02	Explain and interpret common hardware and operating system symptoms and their causes.	
34.03	Determine the troubleshooting methods and tools for printers.	
34.04	Explain and interpret common mobile device issues and determine the appropriate basic troubleshooting method.	
34.05	Integrate common preventative maintenance techniques.	
34.06	Analyze system/application logs and other system resources to identify and/or resolve performance issues related to display, disk space, and virtual memory.	
34.07	Use appropriate client system tools and utilities to diagnose and resolve hardware failure issues, including hard drive sectors, memory, cabling, and BIOS.	
35.0	Demonstrate proficiency with client operating systems and software. The student will be able to:	
35.01	Compare and contrast the different client operating systems and their features.	
35.02	Explain the process and steps to install and configure a client operating system.	
35.03	Explain the basics of boot sequences, methods and startup utilities.	
35.04	Perform a clean installation of an operating system.	
35.05	Perform a version upgrade to an existing operating system, maintaining user profiles, preferences, and historical information.	
36.0	Configure and perform a system backup and recovery of a client system. The student will be able to: 	
36.01	Compare and contrast system backup and system imaging.	
36.02	Create a system image file or backup file as appropriate.	
36.03	Create system restore points.	
36.04	Configure system images and backup files for automatic update.	
36.05	Recover a system using either a system image file or backup file.	
37.0	Configure a Virtual Hard Disk (VHD) on a client system. The student will be able to:	
37.01	Create, deploy, boot, mount, and update a VHD. 	
37.02	Perform offline updates. 	
37.03	Perform offline servicing.	
38.0	Demonstrate proficiency with networking. The student will be able to:	
38.01	Summarize the basics of networking fundamentals, including technologies, devices and protocols.	
38.02	Categorize network cables by function, speed, and connectors.	
38.03	Compare and contrast the different network types.	
38.04	Validate client configuration for network connectivity.	
38.05	Install and configure connectivity for a small local area network using either IPv4 or IPv6.	
38.06	Set up user accounts for a small local area network. 	
38.07	Configure file and folder access using NTFS permissions and sharing.	
39.0	Demonstrate an understanding of fundamental computer security. The student will be able to:	
39.01	Explain basic security concepts and technologies, including firewalls, encryption technologies, and authentication.	
39.02	Describe the following security and authentication features and technologies:	
•	Advantages and disadvantages of specific wireless security types; keys; SSID; MAC filters. 	
•	Malicious software protection. 	
•	BIOS Security. 	
•	Password complexity. 	
•	Locking workstation. 	
•	Biometrics and physical authentication.	
39.03	Discuss the basics of data sensitivity and security, including compliance, classifications, and social engineering.	
39.04	Install, configure, and launch antivirus software, isolating or removing viruses and malware as needed.	
39.05	Configure a local security policy and associated authentication and authorization rules.	
40.0	Demonstrate proficiency with installing, configuring, and upgrading common client software applications or suites. The student will be able to:	
40.01	Validate software licensing compliance and system compatibility. 	
40.02	Perform initial installation of a common software application.	
40.03	Perform an upgrade of a common software application. 	
40.04	Set default Internet browser.	
40.05	Install software and/or browser add-ins.	
41.0	Solve software installation escalations. The student will be able to:	
41.01	Verify installation permissions. 	
41.02	Validate local administrator requirement. 	
41.03	Determine licensing restrictions. 	
41.04	Validate digital signing.	
42.0	Solve software failure escalations. The student will be able to:	
42.01	Check the appropriate OS troubleshooting utilities. 	
42.02	Check whether the application runs in safe mode. 	
42.03	Isolate the problem and repair the installation. 	
42.04	Check recently added programs. 	
42.05	Restore or reimage the system.	
43.0	Demonstrate proficiency with technical support operational procedures. The student will be able to:	
43.01	Adhere to safety and environmental procedures related to ESD, SMI, RFI, electrical safety, cabling, and physical/environmental.	
43.02	Describe the characteristics desired in establishing and maintaining good customer relations.	
43.03	Demonstrate appropriate communication skills and professionalism in customer interactions.	
43.04	Apply call center vocabulary.	
44.0	Use oral and written communication skills in creating, expressing and interpreting information and ideas. The student will be able to:	
44.01	Select and employ appropriate communication concepts and strategies to enhance oral and written communication in the workplace.	
44.02	Locate, organize and reference written information from various sources.	
44.03	Design, develop and deliver formal and informal presentations using appropriate media to engage and inform diverse audiences.	
44.04	Interpret verbal and nonverbal cues/behaviors that enhance communication.	
44.05	Apply active listening skills to obtain and clarify information.	
44.06	Develop and interpret tables and charts to support written and oral communications.	
44.07	Exhibit public relations skills that aid in achieving customer satisfaction.	
45.0	Solve problems using critical thinking skills, creativity and innovation. The student will be able to:	
45.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.	
45.02	Employ critical thinking and interpersonal skills to resolve conflicts.	
45.03	Identify and document workplace performance goals and monitor progress toward those goals. 	
45.04	Conduct technical research to gather information necessary for decision-making.	
46.0	Use information technology tools. The student will be able to:	
46.01	Use technology to enhance time management and increase workplace efficiency.	
46.02	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, email, and internet applications.	
46.03	Employ computer operations applications to access, create, manage, integrate, and store information.	
46.04	Employ collaborative/groupware applications to facilitate group work.	
47.0	Describe the roles within teams, work units, departments, organizations, inter-organizational systems, and the larger environment. The student will be able to:	
47.01	Describe the nature and types of business organizations.	
47.02	Explain the effect of key organizational systems on performance and quality. 	
47.03	List and describe quality control systems and/or practices common to the workplace.	
47.04	Explain the impact of the global economy on business organizations.	
48.0	Describe the importance of professional ethics and legal responsibilities. The student will be able to:	
48.01	Evaluate and justify decisions based on ethical reasoning.	
48.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities, and employer policies.	
48.03	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.	
48.04	Interpret and explain written organizational policies and procedures.	

Florida Department of Education
Student Performance Standards

Course Title: 	Technology Support Services – Network Systems
Course Number: 	9001430
Course Credit:	1

CTE Standards and Benchmarks	
49.0	Describe the operation of data networks. The student will be able to:	
49.01	Explain the function of common networking protocols.	
49.02	Identify commonly used TCP and UDP default ports.	
49.03	Identify IP address formats.	
49.04	Identify the proper use of IP addressing technologies and addressing schemes.	
49.05	Identify common IPv4 and IPv6 routing protocols.	
49.06	Explain the purpose and properties of routing.	
49.07	Compare the characteristics of wireless communication standards.	
49.08	Interpret network diagrams.	
50.0	Differentiate between various network media and topologies. The student will be able to:	
50.01	Categorize standard cable types and their properties.	
50.02	Identify common connector types.	
50.03	Identify common physical network topologies.	
50.04	Differentiate and implement appropriate wiring standards.	
50.05	Select the appropriate media, cables, ports, and connectors to connect network devices.	
50.06	Categorize WAN technology types and properties.	
50.07	Categorize LAN technology types and properties.	
50.08	Explain common logical network topologies and their characteristics.	
50.09	Install components of wiring distribution.	
51.0	Install and configure basic network devices. The student will be able to:	
51.01	Install, configure and differentiate between common network devices.	
51.02	Identify the functions of specialized network devices.	
51.03	Explain the advanced features of a switch.	
51.04	Implement a small switched network, including remote access management.	
51.05	Verify network status and operation using basic utilities (e.g., ping, traceroute, telnet, SSH, arp, ipconfig).	
51.06	Implement a basic wireless network.	
52.0	Demonstrate proficiency using basic network tools. The student will be able to:	
52.01	Select the appropriate command line interface tool and interpret the output to verify functionality.	
52.02	Explain the purpose of network scanners.	
52.03	Utilize the appropriate hardware tools.	
53.0	Demonstrate an understanding of network IP addressing and associated issues. The student will be able to:	
53.01	Assign and verify valid IP addresses in a LAN environment.	
53.02	Describe Network Address Translation (NAT) and its role in network communication.	
53.03	Distinguish between public and private IP addresses.	
53.04	Explain the operation of DHCP and DNS services and their impact on network client systems.	
53.05	Detect and correct IP addressing issues.	
54.0	Demonstrate an understanding of network management tasks and methodologies. The student will be able to:	
54.01	Explain the function of each layer of the OSI model.	
54.02	Identify types of configuration management documentation.	
54.03	Evaluate the network based on configuration management documentation.	
54.04	Explain network segmentation and traffic management concepts.	
54.05	Conduct network monitoring to identify performance and connectivity issues. 	
54.06	Explain different methods and rationales for network performance optimization.	
54.07	Configure updates to a network operating system to include manual, automatic, and rollback aspects.	
54.08	Implement network troubleshooting methodologies.	
54.09	Troubleshoot common connectivity issues and select an appropriate solution.	
55.0	Implement a Wireless Local Area Network (WLAN). The student will be able to:	
55.01	Describe the standards associated with wireless media.	
55.02	Identify and describe the purpose of the components of a small WLAN.	
55.03	Configure a small WLAN such that devices connect to the correct access point.	
55.04	Describe the security features and capabilities of WI-FI Protected Access (WPA).	
55.05	Describe common issues with implementing a WLAN and methods for addressing these issues.	
56.0	Demonstrate an understanding of network security threats and mitigation techniques. The student will be able to:	
56.01	Explain the function of hardware and software security devices.	
56.02	Explain common features of a firewall.	
56.03	Explain the methods of network access security.	
56.04	Explain methods of user authentication.	
56.05	Explain issues that affect device security.	
56.06	Implement password and physical security in a small routed network.	
56.07	Identify common security threats and mitigation techniques.	
57.0	Demonstrate proficiency with troubleshooting server based operating systems. The student will be able to:	
57.01	Select the appropriate commands and options to troubleshoot and resolve problems.	
57.02	Select and use system utilities/tools appropriate to a problem and evaluate the results.	
57.03	Evaluate and resolve common issues.	
58.0	Demonstrate leadership and teamwork skills needed to accomplish team goals and objectives. The student will be able to:	
58.01	Employ leadership skills to accomplish organizational goals and objectives.	
58.02	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.	
58.03	Conduct and participate in meetings to accomplish work tasks.	
58.04	Employ mentoring skills to inspire and teach others.	
59.0	Explain the importance of employability skill and entrepreneurship skills. The student will be able to:	
59.01	Identify and demonstrate positive work behaviors needed to be employable.	
59.02	Develop personal career plan that includes goals, objectives, and strategies.	
59.03	Examine licensing, certification, and industry credentialing requirements.  	
59.04	Maintain a career portfolio to document knowledge, skills, and experience.	
59.05	Evaluate and compare employment opportunities that match career goals.	
59.06	Identify and exhibit traits for retaining employment.	
59.07	Identify opportunities and research requirements for career advancement.	
59.08	Research the benefits of ongoing professional development.	
59.09	Examine and describe entrepreneurship opportunities as a career planning option.	

Florida Department of Education
Student Performance Standards

Course Title: 	Technology Support Services - Specialized Technologies
Course Number: 	9001440
Course Credit:	1

CTE Standards and Benchmarks	
60.0	Configure Full Disk Encryption (FDE) software. The student will be able to:	
60.01	Describe disk encryption and its role and benefits in computer system security.	
60.02	Compare and contrast disk encryption with file system encryption.	
60.03	Configure system policies to accommodate full disk encryption. 	
60.04	Explain the role of the Trusted Platform Module (TPM) relative to computer system identification and security.	
60.05	Manage TPM startup keys. 	
60.06	Configure startup key storage. 	
60.07	Describe a Data Recovery Agent (DRA) and its role in system security.	
60.08	Configure a DRA on a client and network server.	
60.09	Perform data and system recovery operations.	
61.0	Identify basic cloud concepts. The student will be able to:	
61.01	Understand the distinction between SaaS, IaaS and PaaS.	
61.02	Distinguish between cloud deployment models.	
61.03	Understand cloud computing characteristics.	
62.0	Configure intranet tunneling software. The student will be able to:	
62.01	Describe Internet Protocol Security (IPSec) and its role in secure tunnel connectivity.	
62.02	Compare and contrast the characteristics and operation of an infrastructure tunnel and an intranet tunnel.	
62.03	Configure endpoints required for an intranet tunnel connection. 	
62.04	Configure system and user authentication for an intranet tunnel connection. 	
62.05	Define the requirements for establishing a network infrastructure tunnel.	
62.06	Resolve tunnel connectivity issues.	
63.0	Demonstrate proficiency with cloud-based technologies. The student will be able to:	
63.01	Describe cloud-based technologies and their unique challenges.	
63.02	Map network drives. 	
63.03	Configure offline file policies for synchronized access to network shared files. 	
63.04	Describe transparent caching and explain its role in optimizing network performance, particularly mobile networks. 	
63.05	Describe Power over Ethernet (PoE) and its role in creating a power management schema.	
64.0	Demonstrate proficiency in configuring and maintaining remote connections. The student will be able to:	
64.01	Establish a Virtual Private Network (VPN) connection with authentication. 	
64.02	Enabling a VPN reconnect to accommodate mobile remote users. 	
64.03	Perform a Strength, Weakness, Opportunity, and Threat (SWOT) analysis of a local area network configured for remote access connectivity.	
64.04	Describe Network Access Protection (NAP) and its role in ensuring health and compliance of connected devices. 	
64.05	Compare and contrast the use of quarantine and captive portals to accomplish remediation of connected devices. 	
64.06	Configure NAP for wireless remote connections.	
64.07	Configure dial-up connections. 	
64.08	Enable and configure remote desktop in both client and server environments. 	
65.0	Perform installation, configuration, and management operations for both client and server disks. The student will be able to:	
65.01	Install, initialize, and partition a hard drive. 	
65.02	Describe file system fragmentation and its impact on system performance.	
65.03	Perform a file system defragmentation. 	
65.04	Describe Redundant Array of Independent Disks (RAID) configuration. 	
65.05	Configure removable device policies.	
66.0	Monitor system performance. The student will be able to:	
66.01	Configuring event logging. 	
66.02	Filtering event logs. 	
66.03	Event subscriptions. 	
66.04	Data collector sets. 	
66.05	Generating a system diagnostics report.	
67.0	Optimize system performance. The student will be able to:	
67.01	Update device drivers. 	
67.02	Configure a Network Interface Card (NIC) for full duplex operation. 	
67.03	Create a power plan (scheme) for optimum power/energy efficiency. 	
67.04	Configure performance settings under Advanced System Properties. 	
67.05	Configure desktop settings and user profiles. 	
67.06	Configure services and programs to resolve performance issues. 	
67.07	Resolve mobile computing performance issues. 	
68.0	Demonstrate proficiency with troubleshooting specialized network and communications devices. The student will be able to:	
68.01	Select the appropriate commands and options to troubleshoot and resolve problems with network devices.	
68.02	Select and use system utilities/tools appropriate to a problem and evaluate the results.	
68.03	Evaluate and resolve common issues related to network connectivity, security, and performance of connected devices.	
69.0	Configure and maintain network-based technologies associated with providing web services. The student will be able to:	
69.01	Configure and maintain a web server, to include setting up authentication, security certificates, and permissions for Active Server Page operation.	
69.02	Connect to a File Transfer Protocol (FTP) server, to include setting up access and permissions.	
69.03	Connect to mail transfer protocol server.	

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.

Florida Standards for English Language Development (ELD)
English language learners communicate for social and instructional purposes within the school setting. ELD.K12.ELL.SI.1

English Language Development (ELD) Standards Special Notes:
Teachers are required to provide listening, speaking, reading and writing instruction that allows English language learners (ELL) to communicate for social and instructional purposes within the school setting.   For the given level of English language proficiency and with visual, graphic, or interactive support, students will interact with grade level words, expressions, sentences and discourse to process or produce language necessary for academic success. The ELD standard should specify a relevant content area concept or topic of study chosen by curriculum developers and teachers which maximizes an ELL’s need for communication and social skills. For additional information on the development and implementation of the ELD standards, please contact the Bureau of Student Achievement through Language Acquisition at sala@fldoe.org .

Career and Technical Student Organization (CTSO)

Future Business Leaders of America (FBLA), Business Professionals of America (BPA) and Florida Technology Student Association (FL-TSA) are the co-curricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills for secondary students. Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program. Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan to meet individual needs and ensure equal access. 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.

In addition to accommodations, some secondary students with disabilities (students with an IEP served in Exceptional Student Education (ESE)) will need modifications to meet their needs. Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course. Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular course or a modified course.  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete a Career and Technical Education (CTE) course.  The student should work on different competencies and new applications of competencies each year toward completion of the CTE course.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number for eligible students with disabilities.