Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model

exam 2011 E.C

OCCUPATIONAL CODE:EIS ITS1

Ministry of E DUCATION

Sector: ECONOMIC Infrastructure

Sub sector : information Communication Technology

Occupation: IT Support Service L_I

Candidate’s Package

The assessment covers the Following units of competence/s:

1. EIS ITS1 010811 Connect Hardware peripherals

2. EIS ITS1 020811 Install Soft ware Application

3. EIS ITS1 030811 record Clint Support Requirements

4. EISITS1040811 Protect Application OR System Soft ware

5. EISITS1 050811 Maintain Equipment and Soft ware Inventory and Documentation

6. EISITS1060811Operate Personal Computer

7. EISITS1070811 Apply Quality Standards

8. Eisits1080811Work with others

9. EISITS1090811Receve and Respond to workplace Communication

10.EISITS1100811Demonstrate work values

11. EISITS1 11 0811Develop Understanding of Entrepreneurship

12. EISITS1 12 1012Apply 5s Procedures

Candidate`s instructions and worksheets

 Instructions to Candidate
 Methods of Assessment

Observation/Demonstration with oral questioning/Interview(If necessary)

Candidate Name

Registration Number

Name of Assessment Center

Name of training provider

Type of assessment applied :

qualification
 Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C

Occupational code

Project information

Given the necessary tools ,equipment an information ,the candidate is expected to perform the following four projects

The assessor should ask oral questions on which he/she is not satisfied by the candidate`s performance

Assessment venue: well Equipped assessment center or real work place

Time allowed for all projects 3:00 hour`s

Project 1:- connect hardware peripherals and operate personal computer

Total time for the project :- 30 minutes

Competencies discovered

1. EIS ITS1 01 0811 connect hardware peripherals

2. EIS ITST 06 0811 operate personal computer

Instruction:- under this project the candidate is identifying and connecting hardware peripherals ,start up the
computer, organize file and folder

Task1:- connect hardware peripherals and start up the computer

Time allowed :- 15 minute`s

A. identify and demonstrate hardware peripherial`s

(monitor,systemunit,keyboard,mouse,speaker,printer,stabilizer,LCD projector etc)
B. connect the peripherial`s provided (monitor,systemunit,keyboard,mouse,printer,UPSetc)
C. start up the computer

Task 2:- create folder`s in my document`s

Time allowed :- 15 minute`s

Instruction
Earth Mars

America Africa
Europe
North America South America
Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C
A. copy the winter.jpg file from sample pictures folders in my picture`s to the south America folder you created
above folder
B. write the location or path of the file winter.jpg found in south America on notepad and save in the north
America by the file name picture

project 2:- install software application ,maintain hardware and software inventory and documentation

competencies covered

1. EIS ITS1 O2 0811 install software application

2. EIS ITS1 04 0811 Protect application or system software
3. EIS ITS1 04 0811 maintain equipment and software inventory and documentation

Time allowed for the project : 1:30 hours

Instruction:- under this project the candidate is expected to identify minimum hardware and software requirements
peachteree 2010,installs peathtree 2007 and upgrade the software in to 2010 and install Microsoft office 2007 but
you need only Microsoft office word 2007 and Microsoft office excel 2007.

Task 1:- install software application

Time allowed :- 30 minute`s

A. Identify and list the requirements of peachtree 2010

Table 1 the summary of system requirement

Minimum operating system requirement

Minimum hardware requirement
B. Install peachtree 2007 and upgrade the software into 2010
C. Suppose you want`s to install Microsoft office 2007 but you need only Microsoft office word 2007 and
Microsoft office Excel 2007

A. Access system information of the computer you are using and fill the table below correctly

Task 2:- basic system information

no item value
1 Operating system name
2 Processor
3 Total physical RAM
4 Total Hard drive size (GB)
5 Total free space on C:drive (GB)
6 Total used space on C: drive (GB)
7 Size of the my document folder (KB /MB)

B. save the above document in south America by the file name system information

Task 3:- configure the printer and print the document

Time allowed :- 30 minute`s

A. connect a printer and add HP Laser Jet and make it a default printer
 Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C
B. print the document you saved by file name system information changing the page layout to landscape

Project 3:- record client support requirement

Competencies covered ;-

1. EIS ITS1 03 0811 Record Client Support Requirement

Total time for the project : 40 minute`s

Instruction : on this project ,you should record the client requirement ,identify The requirement to be
escalated .prioritize the recorded request and create user accounts

Assume you are working in Akaki science and technology university as an it support service technician; in the morning
you have received the following two supports request forms (form 1,form 2) from department of engineering in
addition to this you received a fax from atoyonasbekel from registrar head department at 2:30 am to fix the computer
that he is working for sutentsgread reports is fail at all and w/roselamgizaw 3:30 am came to your office and
requested you to upgrade ms office 2007 with ms office 2010

(note : according to the university ,policy ;an IT support service technician is expected only to provide maintenance
support and advice to requests

Form 1. Support request form

Department :- electrical engineering date of request :- 20/04/2015 time of request :-2:30am request ID:- TAD 015

name of clint :- w/ro Helen mohammed

position :- secretary

equipment description :- Dell computer

problem description:- the printer is unable to print

for IT Support Technician Only

technician name:----------------------------

identified problem description:------------------------------------response time------------------

 my color problem
 my USB printer problem
 Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C
Form 2. Support Request form

Department :- civil engineering date of request :- 20/04/2015 time of request :-2:30am request ID:- TAD 016

name of client :- w/ro chaltu Guta

position :- secretary /typist

equipment description :- Dell computer

problem description:- all files on her computer are corrupted

for IT Support Technician Only

technician name:----------------------------

identified problem description:------------------------------------response time------------------

A. Record the details of all the requests by preparing a request recording list (you need to record all the
details including their current status)

B: prioritize and escalate the requests by considering your working environment and your roles and
Respnsibilities.

Project 4:-protect application or system soft ware

Total time for the project 15 min)

Competence covered :-

EIS ITS1 04 0811protect application or system soft ware

Task 1:- install Avast antivirus

1.1 :- create schedule task for antivirus

1.2 Update antivirus manually
1.3 Scan a computer by using quick scan

Task :create user accounts using the information on table 3.

Time allotted: 15 min

Table 3.user account information

No User name Privilege Pass word

1 Sara Computer administrator 123@34!
Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C
2 roben limited 34@123!
A:hidden the folder ’Assessor’ you created on the desktop and unhide it again

Task 5:- using a mail merge

Time allowed: 40 min

1. Create a mail merge document to the following mailing lists and save on the above folder using a file name
“mail”

s.no First name Last name city Po box Country

1 Yakob melaku Adisababa 2555 Ethiopia
2 Abel tefera Bahirdar 8888 Ethiopia
3 Tigist worku Dessie 4756 Ethiopia
4 Aster kinfe Mekelle 9546 Ethiopia

Date march 10/2015

To :<first name><last name>

Po box: <po box>

City:<city>

Country:<country>

There will be a meeting y COC bureau from 22/03/2015 -

30/03/2015 E.c. so that you should attend on the training organized by
amhara COC. The meeting enhances and prepares the assessors about
competence.

Task 6: spreadsheet application

Open Microsoft office excel and create the following table

Time allowed: 40 min

Grade of students
Duruman college department of information technology in occupation area of IT SUPPORT service level 1 CoC model
exam 2011 E.C

chemistry

comment
Average
bology

Grade
Name

Total

rank
sex
Hanan f 80 100
Melaku m 70 68
Aster f 88 73
Mesifin m 85 70
Max
mini
1. Calculate total, average, rank,grade,comment,max, min ,
2. Calculate grade of the student based on the following criteria.

If average>=85 grade=”A” If average>=75 grade=”B” If average>=60 grade=”C” If average>=50 grade=”D” If

average<50 grade=”F”

3. Change the text alignment

4. Sort A-Z
5. Filter only females

Task 4:-System information

no item specification
1 OS Name
2 Version
3 OS Manufacturer
4 System Model
5 Processor
6 BIOS Version/Date
7 Total Physical Memory
Save on local disk D file name your name folder name ICT

Connect hardware peripheral’s

1. Create Dial up and broad band internet connection

no User name password ISP name Phone number

1 Solomon 123@dc ETC 900
2 Jemere 12@dc ETC 900
3 reta 1@dc ETC 900
2. Create home page in internet explorer
3. Download and upload files
4. Bookmark pages