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Competencies

For the purposes of the RAC program, the competencies of the Information Technology Client Support AEC-LEA.1Q 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