Course Title: Support users and troubleshoot desktop applications

Part B: Course Detail

Teaching Period: VE 2020

Class Number: 2275

Class Section: MST1

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: INTE5047C

Course Title: Support users and troubleshoot desktop applications

Important Information:

This unit describes the skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.

 

It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.

School: 650T Vocational Business Education

Campus: City Campus

Program: C4403 - Certificate IV in Information Technology

Course Contact: Val Christou

Course Contact Phone: +61 3 9925 5076

Course Contact Email: val.christou@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Course Leader : Aminul Islam

Email : aminul.islam@rmit.edu.au

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit describes the skills and knowledge required to sustain users who run operating systems (OS) in a corporate or home environment.

 

It applies to individuals who provide frontline support to users and apply technical and specialised knowledge to fault finding and problem solving.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

ICTSAS421 Support users and troubleshoot desktop applications

Element:

1. Install, configure and troubleshoot applications

Performance Criteria:

1.1 Install application for client

1.2 Configure and customise application within user environment

1.3 Resolve application problems

Element:

2. Resolve issues related to usability, customisation and connectivity

Performance Criteria:

2.1 Determine issues and problems experienced by the client

2.2 Research solutions to issues and problems

2.3 Recommend solutions to client

2.4 Resolve issues and problems

Element:

3. Configure application security

Performance Criteria:

3.1 Identify and troubleshoot problems related to security permissions

3.2 Identify and respond to security incidents

3.3 Manage application security settings


Learning Outcomes



Details of Learning Activities

A range of learning activities are planned for this course on a variety of topics as shown in the teaching schedule.   This may include self-paced and collaborative classroom activities such as:  

  • Practice exercises
  • Challenges 
  • Problem solving
  • Project work
  • Quizzes
  • Discussion
  We expect you to participate and contribute in all scheduled learning activities as each week builds on the next.


Teaching Schedule

Week Topics Readings and ActivitiesAssessments
 

Week 1

08 July 2020

Face-to-Face Learning

 
  • Windows Operating System
  • Troubleshooting Windows Operating System
 

Reading :

  • Windows Help

Activity :

  • Windows Event Viewer
  • Work on Assessment Task1 -  Security policy
 
 

Week 2

15 July 2020

Blended Learning

 
  • Windows Updates
  • Windows Troubleshooting
 

Reading :

  • Windows Help
  • Windows Task Manager
  • Troubleshoot Blue Screen of Death

Activity :

  • Work on Assessment Task1 -  Security policy
 

Assessment Task1

Due Date :

19 July 2020

 

Week 3

22 July 2020

Face-to-Face Learning

 
  • Windows Updates
  • Windows Troubleshooting
  • Troubleshooting Software Installation
 

Reading :

  • Setting Up and Troubleshooting OneDrive
  • Troubleshooting Outlook Problems

Activity :

  • Work on Assessment Task2 -  Install an application
 

Assessment Task2

Due Date :

26 July 2020

 

Week 4

29 July 2020

Blended Learning

  • Identify, Troubleshoot, Resolve security incident
  • manage application settings
 

Reading :

  • Use SRA to Diagnose and Fix an Office Problem
  • Using Task Manager and Repairing or UninstallingOffice

Activity :

  • Investigate Event Logs
  • Work on Assessment Task3 -  Troubleshoot problems

Assessment Task3

Due Date :

02 August 2020


Learning Resources

Prescribed Texts


References


Other Resources

You will need a desktop computer or a laptop to work on learning activities and assessment tasks outside the classroom.   You may also refer to various media, websites, textbooks and e-books as indicated in Canvas or advised by your class Teacher.


Overview of Assessment

Performance Evidence

Evidence of the ability to:

  • install, configure and troubleshoot computer applications
  • customise computer applications
  • anticipate and respond to a range of security incidents.

 

Note: Evidence must be provided for at least TWO users/situations.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • describe the key features of operating systems (OS) and office applications including an analysis of the current system
  • identify sources of OS patches
  • discuss specific features of security incidents
  • describe the key features of typical systems and procedures of user support.

Assessment Conditions

Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the systems administration and support field of work and include access to special purpose tools, equipment, materials and industry software packages, including:

  • appropriate OS installation compact disk or recovery boot disks
  • computers with application errors
  • samples of operating system patches
  • stand-alone or networked personal computer.

 

Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course. 


Assessment Tasks

 

Assessment Task1 -  Security policy

This is first of the three assessment tasks you need to complete satisfactorily, in order to be deemed competent for this unit.   This assessment task allows you to demonstrate your knowledge on sustaining users who run operating systems (OS) in a corporate or home environment.

 

Assessment Task2 -  Install an application

This the second of three assessment tasks you need to complete satisfactorily, in order to be deemed competent for this unit. 

This practical assessment will allow you to demonstrate your ability to install an application for a client, customise it and troubleshoot and resolve any issues with the application.

 

Assessment Task3 -  Troubleshoot problems

This the third of three assessment tasks you need to complete satisfactorily, in order to be deemed competent for this unit. 

This practical assessment will allow you to demonstrate your ability to identify and troubleshoot problems related to security permissions, you will need to identify these problems and resolve them.

 


Assessment Matrix

Element

Performance criteria

 

 

 

 

 

Assessment

      Task 1: Supporting Users

Assessment

Task 2: Install an Application

Assessment

Task 3:Troubleshoot Problems

1. Install, configure and troubleshoot applications

1.1 Install application for client

Q1

Part 1, Part 2

 

 

1.2 Configure and customise application within user environment

 

Part 2

 

 

1.3 Resolve application problems

Q6

Part 3

 

2. Resolve issues related to usability, customisation and connectivity

2.1 Determine issues and problems experienced by the client

Q5, Q6, Q7, Q8, Q9

Part 3

Part 1, Part 2

 

2.2 Research solutions to issues and problems

Q5, Q6, Q7, Q8, Q9, Q10

Part 3

Part 1, Part 2

 

2.3 Recommend solutions to client

 

Part 3

Part 1, Part 2

 

2.4 Resolve issues and problems

Q5, Q6, Q7, Q8, Q9

Part 3

Part 1, Part 2

3. Configure application security

3.1 Identify and troubleshoot problems related to security permissions

 

 

Part 1, Part 2

 

3.2 Identify and respond to security incidents

Q4

 

Part 1, Part 2

 

3.3 Manage application security settings

 

 

Part 1, Part 2

Other Information

Submission Requirements

You should:

  • Ensure that you submit assessments on or before the due date via CANVAS.
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work.
  • Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.
  • Projects must be submitted via Canvas.

Late Submission Procedures

You are required to submit assessment items and/or ensure performance-based assessment is completed by the due dates. 
If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf

Special Consideration Procedures

Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination

More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration
Online special consideration link: https://specon.rmit.edu.au/specon/

Re-submissions

If you are found to be unsuccessful in a Course Assessment Task, you will be allowed one re-submission only. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the re-submission. 

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website.

More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment

Marking Guide (Courses delivered in accordance with competency-based assessment):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying. You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.

CA       Competency Achieved

NYC    Not Yet Competent

DNS    Did Not Submit for assessment

Course Overview: Access Course Overview