Occupational Code: ICT ITS

Ministry of Education
Sector: - Economic Infrastructure
Sub Sector: Information Technology
Occupation: IT Support Service Level _I
Candidate’s Package
The assessment covers the following units of competence:
1. ICT ITS1 01 0811 Connect Hardware Peripherals
2. ICT ITS1 02 0811 Install Software Application
3. ICT ITS1 03 0811 Record Client Support Requirements
4. ICT ITS1 04 0811 Protect Application or System Software
5. ICT ITS1 05 0811 Maintain Equipment and Software Inventory and Documentation
6. ICT ITS1 06 0811 Operate Personal Computer
7. ICT ITS1 07 0811 Apply Quality Standards
8. ICT ITS1 08 0811 Work with Others
9. ICT ITS1 09 0811 Receive and Respond to Workplace Communication
10. ICT ITS1 10 0811 Demonstrate Work Values
11. ICT ITS1 11 0811 Develop Understanding of Entrepreneurship
12. ICT ITS1 12 0811 Apply 5S Procedures

Candidate’s instructions and worksheets

 Instructions to Candidate
 Methods of Assessment
1. Observation/Demonstration with Oral Questioning/Interview

Candidate name
Registration number
Name of assessment center
Name of training provider

Type of Assessment applied:

Qualification – Based 
Competency - Based 

Candidate’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Occupation: Information Technology Support Service - L-1

1. For Qualification-based assessment, you are to perform all the projects in this package.
2. For competence-based assessment, you are required to perform the specific project/s
where the competencies to be certified are included.
3. Read the Project package/s and Written test (if applicable) properly.
4. All your questions and clarifications should be addressed to the assessor only.
5. Complete the task/project described in the project package.
6. You are given fifteen (15) minutes reading time for each project and the number of
hours allocated for each project is indicated in the Project Information Sheet.
7. After you finish this assessment, you are required to submit all the project packages
and written tests questions provided to you.
8. You are allowed to use your tools/ instruments with the permission of the Assessor,
and this must be presented to the assessor before start of the test.
9. After you finish the assessment, you are required to sign the Competency Assessment
Results Summary, and return to the stock room all the tools and materials borrowed.
10. You are also required to clean up your work station after completion of your work.

INSTRUCTIONS TO THE CANDIDATE

Candidate’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS
Project Information
Given the necessary tools, equipment and information, you are expected to perform
the following Four practical works.
Assessment Venue: the assessment should take place in well equipped assessment
centre
Total Time Allotted for all Projects: 4:10hrs

Project 1: Connect Peripheral devices of the computer and Operate a personal

computer
Total time for this project: - 0:60 minutes
You should connect the major parts of the computer and peripherals and start the
computer. On the same project, you should manage Administrator accounts, access
basic system information and organize, search system files and folders.

Competencies Covered:-
1. ICT ITS1 01 0811 Connect Hardware Peripherals
2. ICT ITS1 06 0811 Operate Personal Computer

Instruction: Under this project you are expected to perform the following four task
based on the information provided:-

Task1: Connect major parts of the computer peripherals and start the
Computer to check the connection
Time allotted: 0:15minutes

Instruction: - Under this task, you should obtain the required peripherals and connect
the major parts of the computer and peripherals such as keyboard, mouse, monitor,
printer, UPS with the system-unit.

Task2: Manage user account security

Time allotted: 0:10 minutes

Instruction: - Under this task you are expected to create a user account by his/her
name with administrator privilege and set a password ‘Coc123’ and
Change the Password to ‘Aoc321’.

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
Occupational Code: ICT ITS

Task3: Access Basic System Information

Time allotted: 0:05 minutes

Instruction: - Under this task you are expected to access the system
Information of his/her computer using the “Help and Support” Functions.

Task4: Establish basic directories/folder structure and files

Time allotted: 0:30minutes

Instruction:- Under this task, you are expected to create the following
directories/folders and sub-folders on the desktop, move the folder named “CPU” to
“Processors” folder and rename it as “processing unit” and finally should create a word
document and save it by the name ‘Level 1’ on the folder named “Software”.

Project 2: Maintain and Document Equipment and Software Inventory

Total time for this project: 0:60 minutes
You should perform hardware and software inventory and documentation.

Competencies covered:-
1. ICT ITS1 05 0811 Maintain Equipment and Software Inventory and
Documentation

Instruction: Under this project you are expected to perform The following two tasks
based on the information provided:-

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
 Occupational Code: ICT ITS
Task1: Conduct hardware inventory on the components connected to
Your computer and documentation
Time allotted: 0:30minutes

Instruction: - Under this task, you are expected to perform the Hardware inventory
and documentation by accessing the system information and physical observation.
No Internal Qty Size/Speed of External Qty Size/Speed of
Hardware Hardware Hardware Hardware

1
2
3
4
5

No Name of Network Hardware Speed/port

Qty
of Hardware
1
2
3
4
5

Task2:- Conduct inventory the software install to your computer and

Document it
Time allotted: 0:30 minutes

Instruction: Under this task, you are expected to Conduct Software inventory and
documents it by accessing the installed software.

No Operating System Version Application Soft wares

1
2
3
4
[N.B. Create the above tables differently in three word document it by the name
computer hardware, network hardware’s, and software respectively and save them
under a folder name “Inventory” that you are supposed to create on the desktop.]

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
Occupational Code: ICT ITS

Project 3:- Record and Prioritize Client Support Requirement

Total time for the project: 60 mints

On this project, you should record clients’ support requests properly. Then he/she
should identify and prioritize requests solved by you based on the business function
criticalness. You should also identified requests to be escalated to other sections or
departments

Competencies covered:-
1. ICT ITS1 03 0811 Record Client Support Requirements

Information:

As IT Support Technician has got the following requests from different departments of
Mesebo Cement Factory. The responsibility of the IT Technician is only to maintain
hardware and software problems and developing software programs in the Factory.
Requests are coming from different clients as given below
A. Atoselemon, The Training Expert from HRM department requested to upgrade
the existing database.
B. AtoHenok, the head of Finance department wants training on Peachtree
accounting for newly employed workers.
C. W/r Abeba, head of the Marketing department requested that she cannot
access an internet service to get customer information.
D. Engineer Samson from Production department is bothering to produce a report
on the Cement production because his printer is not working.
E. W/r Tirhas, the secretary of Finance Department needs support to organizing
her files and folders on the shelf/File Cabinet.
F. Engineer Melkamu from Production department could not operate his computer
that controls the overall production of the machines.

Instruction: - Under this project you are expected to perform the following two tasks
based on the information provided:-

Task1. Record and prioritize the customer requests on the table

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
Occupational Code: ICT ITS
Time allotted: 0:50minutes

Instruction: Under this task you are expected to create the below table in Microsoft
Excel and save it on the Desktop by the File name “Requests”.

Name of the Requester Requesting Requester Description of the problem Priority

Department Position

Task2: Identify the customer request requirements to be escalated

Time allotted: 0:10minutes

Instruction: - Under this task you are expected to identify the customer request
requirement to be escalated

Name of the Requesting Requeste Description of the problem

Requester Department r
Position

Project 4: Protect and install Application Software

Total time for this project 1:10minutes

On this project, you should install or upgrade and protect basic software applications.

Competencies covered:-

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
Occupational Code: ICT ITS
1. ICT ITS1 04 0811 Protect Application or System Software
2. ICT ITS1 02 0811 Install Software Application

Instruction: Under this project you are expected to perform the following four task
based on the information provided:-

Task1: Remove an existing internet explorer and replace it with

Mozilla/Firefoxbrowser.
Time allotted: 0:15minutes

Instruction: - Under this task you should expected to remove existing

Internet explorer and replace it with Mozilla/Fire fox browser.

Task2:- Install AutoCAD2007 Application software

Time allotted: 0:15 minutes

Instruction: - Under this task you should expected to install AutoCAD 2007

Task3: Upgrade AutoCAD from one Version to Another

Time allotted: 0:25minutes

Instruction: -Under this task you are expected to Upgrade AutoCAD2007 to

AutoCAD2010.

Task4:- Protect Unauthorized Drive Access

Time allotted: 0:15minutes
Instruction: - Under this task you are expected to protect the CD/DVD Rom Drive not
to be workable so that the computer will not be affected with virus and destructive files.

Materials and supplies per candidate

No Item description Quantity unit Specification

1 Paper 1 Pc A4
2 Auto CAD2007 and 2009 2 Pc
3 Internet browser, Mozilla fire fox 1

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)
Occupational Code: ICT ITS

Tools, Instruments & Equipment

No Item description Quantity unit Specification

1 Computer with accessories 1 pc Minimum of 1GB of
RAM, 2.6GHz speed
Processor, 160 GB of
Hard disk
2 Pre-Installed Office 2007
3 Printer 1 pc HP

Note: Materials and tools may be modified by the Assessor, depending on the
actual job performed, and location & the standard installation practices of the
country.

Candidate’s package for Information Technology Support Service - L-1 V-3(Qualification Based)