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Course · AL
Technology Support and Services
Career and Technical Education, Alabama State Department of Education (ALSDE)
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Technology Support and Services is designed to build on students’ knowledge of computer hardware, operating systems, and computer software applications by providing the additional skills necessary to effectively plan, develop, and troubleshoot computer systems for end users. Topics addressed in this course include customer service, troubleshooting, system design and upgrading, and ethics.
Develop short- and long-term budgets for information technology services for a given customerApply active listening to determine customer needsDocument the resolution of problems, including both successful and unsuccessful steps taken when attempting to reach solDescribe the process of incident reporting and explain its importanceIdentify potential safety hazards and take preventive action to maintain a safe environmentFormulate and document a support plan for a given situationManage network user accounts, assign account privileges, produce required documentationManage software systems, system configurations, and virus protection softwareDevelop and produce a system design to meet end-user system requirements in a given scenarioEvaluate software to recommend products that meet various system specifications and user requirementsInstall antivirus and malware softwarePerform routine and preventive maintenance on laptops and portable devices to maintain security and optimal operationEvaluate the technology equipment and requirements of a given business scenario to determine what upgrades are neededResearch and explain the importance of appropriate use of various electronic mediaExamine the advantages and disadvantages for employers of maintaining network security policiesDemonstrate ethical customer service skills in a simulated work environment where personal identifiable information (PIIExplain how technical support employees ensure confidentiality for an organization's other employeesExplain the importance of information privacy practices for individual employees within an organization to ensure data i