Competencies
The Information Technology Client Support AEC (LEA.1Q) is made of 19 competencies. To receive your AEC, you will have to be evaluated for all competencies. The competencies have been grouped in five categories:
Group 1: General – 6 competencies
| BJ31 |
Identify and apply basic communications principles and techniques |
| BJ0G |
Identify and apply effective techniques of customer service |
| BJ34 |
Describe and apply effective techniques of teamwork |
| BJ4G |
Effectively record information from a variety of sources (telephone, chat, email, the internet,etc) |
| BJ0H |
Communicate in a second language in a technical area |
| BJ94 |
Apply information technology support knowledge and skills in a work environment |
Group 2: Office Productivity Software – 4 competencies
| BJ38 |
Effectively use the major features of and provide technical support for Microsoft Excel |
| BJ2G |
Effectively use the major features of and provide technical support for Microsoft Word |
| BJ40 |
Effectively use the major features of and provide technical support for Microsoft PowerPoint |
| BJ3G |
Configure, effectively use and provide technical support for Microsoft Outlook and common webmail alternatives |
Group 3: Technical Support – 2 competencies
| BJ7G |
Identify and explain the roles, common practices and processes in a Service Desk environment |
| BJ1G |
Identify and apply effective problem solving techniques and processes |
Group 4: Hardware, Software and Networking – 3 competencies
| BJ5G |
Identify and utilize common computer operating systems and perform basic installations |
| BJ6G |
Identify, install and troubleshoot computer hardware components and peripherals |
| BJ8G |
Describe fundamental networking concepts and perform basic installations and configurations of common networking devices |
Group 5: Network Operating Systems – 3 competencies
| BJ9G |
Setup servers and manage accounts and resources using Microsoft and Linux servers |
| BJ1H |
Perform advanced installations, configurations and optimizations on a recent Windows client operating system (OS) |
| BJ2H |
Support and troubleshoot a client operating system |
