Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Troubleshooting process may include:
identifying the problem by questioning the user and identifying user changes to computer
performing backups before making changes
establishing a theory of probable cause
testing the theory to determine cause:
once theory is confirmed determine next steps to resolve problem
if theory is not confirmed re-establish new theory or escalate
establishing a plan of action to resolve the problem and implement the solution
verifying full system functionality and if applicable implementing preventative measures
documenting findings, actions and outcomes.
Specific symptoms may include:
hardware-related symptoms:
alerts
excessive heat
noise
odours
status light indicators
visible damage to cable or plastic
laptop or mobile devices:
issues:
keyboard
pointer
power conditions
stylus
video
wireless card issues
methods:
check LCD cut-off switch
check switch for built-in wi-fi or external antennas
plug in external monitor
remove unneeded peripherals
toggle Fn keys or hardware switches
verify backlight functionality and pixilation
verify power (e.g. LEDs, swap AC adapter)
operating system (OS) related symptoms:
application install
bluescreen
incorrect or incompatible driver
input or output device
print spool stalled
start or load
system lock-up
Windows-specific printing problems
printers:
manage print jobs
failure to print a test page
print spooler
printer properties and settings
use documentation and resources:
internet or web-based
training materials
user or installation manuals.
Common preventative maintenance may include:
backup procedures
ensuring proper environment
optimising hard drives
power devices appropriate source:
power strip
surge protector
UPS
physical inspection
scanning for viruses
scheduling fault-finding
scheduling preventative maintenance:
check disk
defrag
scandisk
start-up programs
updates:
driver
firmware
OS
security
use of appropriate repair tools and cleaning materials:
compressed air
computer vacuum and compressors
lint-free cloth.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.
Appropriate person may include:
authorised business representative
client
supervisor.
Software may include:
diagnostic tools
OS and modules for configuration
types of virus and impact
virus protection software.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
troubleshoot hardware and OS problems
conduct diagnostic tests on a range of platforms according to preventative maintenance and diagnostic policy
identify the root causes of the problems
scan systems for computer viruses
remove viruses using software tools and procedures
remove viruses by restoring backups.
Context of and specific resources for assessment
Assessment must ensure access to:
security guidelines
backup procedures
diagnostic software
organisational guidelines
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of candidate:
troubleshooting problems
conducting diagnostic tests
adhering to organisation’s operational procedures
review of candidate’s documented report of symptom and its removal
verbal or written questioning to assess candidate’s knowledge of preventative maintenance within organisational guidelines.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.