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:
documenting findings, actions and outcomes
establishing a theory of probable cause
identifying the problem, such as by questioning the user
identifying user changes to computer and performing backups before making changes
implementing preventative measures
implementing the solution
planning to resolve the problem
testing the theory to determine cause:
if theory is confirmed determine next steps to resolve problem
if theory is not confirmed re-establish new theory or escalate
verifying full system functionality.
System may include:
computer systems
hardware and software components
network
website.
Fault-finding tools may include:
for networking:
mapping tools
operating system tools
open system interconnection (OSI) layered model
Ping
protocol analysers
Telnet
traceroute
for programming:
break points
compilers
debug
trace.
Legislation, OHS requirements, codes, regulations and standards may include:
environmental considerations, such as:
clean-up protection
flashing lights
gas and other hazard detection equipment
identifying other services, including power and gas
noise, dust and clean-up management
safety barriers
safety equipment
stormwater protection
trench guards
warning signs and tapes
waste management
witches hats
OHS and environmental requirements relating to decommissioning and isolating worksite and lines prior to commencement
safe working practices, such as the safe use and handling of:
asbestos
chemicals
materials
special access requirements
tools and equipment
work platforms
suitable light and ventilation.
Specific symptoms may include:
hardware-related symptoms:
alerts
excessive heat
noise
odours
status light indicators
visible damage, such as cable and 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 antennas or external antennas
plug in external monitor
remove unneeded peripherals
toggle Fn keys or hardware switches
verify backlight functionality and pixilation
verify power, such as LEDs, swap AC adapter
operating system (OS) related symptoms:
bluescreen
system lock-up
input or output device
application install
start or load
Windows-specific printing problems
print spool stalled
incorrect or incompatible driver
printers:
manage print jobs
print spooler
printer properties and settings
print a test page
use documentation and resources, including:
user or installation manuals
internet or web-based
training materials.
Problem may refer to:
application
network
people in the organisation
problem with the business
system.
Solution may include:
business processes
implementing a new system
new hardware and hardware upgrades
new software and software upgrades
user training.
Common preventative maintenance may include:
backup procedures
ensuring proper environment
physical inspection
power devices:
appropriate source, such as power strip, surge protector or UPS
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.

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:
develop a troubleshooting process
analyse and identify different faults
establish context and background information and determine the likely causes of the fault
obtain suitable tools and equipment and apply simple checks, tests and fault-finding methodology
apply the recommended means to rectify fault.
Context of and specific resources for assessment
Assessment must ensure access to:
system to be diagnosed
diagnostic and fault-finding tools
technical and system documentation
organisational requirements for documenting solution
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 locating and rectifying faults
verbal or written questioning to assess knowledge of types of faults and implications
evaluation of written reports prepared by candidate outlining signs and symptoms of the problem, test results interpretation and solution.
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.