50-154-701Research and Troubleshooting
Course Information
Description
Provides instruction to IT Service Desk Technician Research and Troubleshooting skills. Apprentices perform research and troubleshooting skills, investigate Service Desk operations, create a support utility kit, correct information and mistakes. This course was developed in 2018 as part of the IT: Service Desk Apprenticeship development as part of the WAGE$ Grant.
Total Credits
2
Course Competencies
  1. Demonstrate IT Service Desk research skills
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies internal resources
    apprentice identifies external resources
    apprentice identifies customer-based resources
    apprentice follows appropriate research procedures
    apprentice analyzes validity of researched information
    apprentice summarizes researched information
    apprentice uses researched information ethically
    apprentice documents researched information
    apprentice cites source of information

  2. Demonstrate IT Service Desk troubleshooting skills
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice asks appropriate questions to define problem
    apprentice formulates theory of issue
    apprentice clarifies issue with customer
    apprentice accesses available resources

  3. Investigate various IT Service Desk operations
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies service desk industry trends
    apprentice compares and contrasts trends in different industries
    apprentice analyzes operational procedures
    apprentice identifies levels of support
    apprentice identifies available hardware tools
    apprentice identifies available software tools

  4. Create a support utility kit
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies ticketing systems
    apprentice identifies knowledge base systems
    apprentice identifies external/3rd party resources (i.e. internet, etc.)
    apprentice verifies reliability of external resource
    apprentice identifies if the resource is appropriate for the particular business/customer/situation
    apprentice manages resources in personal utility kit
    apprentice shares external/3rd party resources with organization
    apprentice selects appropriate tool for job

  5. Correct incorrect information
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies incorrect information
    apprentice determines impact of incorrect information
    apprentice determines those impacted by the incorrect information
    apprentice identifies correct information
    apprentice notifies appropriate parties about the incorrect information in a timely manner
    apprentice updates personal utility kit with correct information, if impacted

  6. Correct personal mistakes
    Assessment Strategies
    Oral, Written and/or Skill Assessment
    Criteria
    apprentice identifies incorrect information or a mistake
    apprentice determines scope of mistake
    apprentice determines those impacted by mistake
    apprentice identifies resolution to the mistake
    apprentice takes responsibility for mistake
    apprentice maintains a calm demeanor
    apprentice notifies appropriate parties about the mistake in a timely manner
    apprentice implements resolution, if authorized
    apprentice updates personal utility kit with resources to avoid repeat mistake
    apprentice accepts constructive feedback