Course Title: Support users and troubleshoot desktop applications

Part A: Course Overview

Program: C4403 Certificate IV in Information Technology

Course Title: Support users and troubleshoot desktop applications

Portfolio: Vocational Education

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.

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities. 

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption. 

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209. 

Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus 


Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance. 


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.


Flexible Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

INTE5047C

City Campus

TAFE

650T Vocational Business Education

Face-to-Face or Internet or Workplace

 VE 2020 (XXXX)

Course Contact: Val Christou

Course Contact Phone: +61 3 9925 5076

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



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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

ICTSAS421 Support users and troubleshoot desktop applications

Elements:

1. Install, configure and troubleshoot applications

2. Resolve issues related to usability, customisation and connectivity

3. Configure application security

Learning Outcomes


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.