IT Support Fundamentals

1

Know about hardware and software in IT systems

The features and functions of hardware components: central processing unit (CPU), random-access memory (RAM), power supply, storage devices (optical drive, hard drive, solid-state drive), expansion cards (video, audio, network cards, modem), motherboard, system cooling (case fans, CPU fans, liquid cooling).
Features of peripheral hardware: input devices, (keyboard, scanner, camera), output devices (printer, projector), storage devices (USB flash drives, SD cards, external hard drives).
Features and uses of software: operating systems (Windows, Mac OS, Linux), utility software to manage common computer system tasks, including: disk management, e.g. formatting, file transfer, defragmentation, security (antivirus and back-up, application), software used to support user needs (word processing, email, spreadsheet software).
Computer networks: types of network (local area network (LAN), wide area network (WAN)), basic features and uses of different types of network.

2

Know about the role of IT support within an organisation.

Importance of IT support: protection against viruses and cybercrime, for data storage and management, communication and collaboration, improves decision making, etc.
Learners need to understand that every organisation, whether small or big, needs effective IT services and systems in order to operate effectively and the implications when hardware/software fails, needs maintained etc.

3

Be able to install and update hardware and software to support user needs.

Connect components: monitor, keyboard, mouse (or other pointing device), speakers, scanner, games console, joystick, plug and play devices, default setup routines, printer and other device drivers, removable storage media, CD/DVD, data/memory stick, media card, mobile device, removable hard drive.
Connect components safely: reading and following instructions, complying with health and safety guidelines, identifying risks from hardware, electrical connection risks and guidelines, use and disposal of cleaning materials, handling equipment, risks to self and others.
Connect removable storage safely: safe attachment and removal of USB devices.
Connect to the internet: router, modem, mobile device, wireless router, broadband, dial up, wireless, Internet Service Provider (ISP), username, password.
Install and configure virus protection software: run installation program, answer setup dialogue, select drives/files to scan, schedule regular scans, update software when prompted.
Install software applications: software licence, installation disks, manuals, default settings, autosave settings, secure removal/transfer of data, configure the user interface, set system date, time, language, set up user account, desktop shortcuts.

4

Be able to perform hardware and software tests to resolve IT problems.

Hardware and software tests: print test pages, check files are saved on storage media, open and close applications, open and close files, check anti-virus, spyware, adware malware software is running, access network files and applications, check internet connection, send and receive test email, navigate to ISP website, run utilities, speed test to check data transfer rates, identify networked devices, view network configuration.
Identifying and solving problems with hardware: replacing components, connecting devices to other systems, replacing faulty hardware (keyboard, mouse).
Creating/setting up new users, replacing/updating components, installing and updating software, fixing printer problems.
Installing, updating and running anti-virus and other security software regularly.
Dealing with storage problems: backing up/archiving old files, deleting unwanted files, increasing user storage allocation, adding additional storage media.
Installing and setting up printers and scanners and troubleshooting faults.

4.1

Identify hardware and software tests.
4.2

Perform tests to check IT system functionality and resolve any errors or problems.