Occupational Code: ICT ITS

Ministry of Education
Sector: - Economic Infrastructure
Sub Sector: Information Technology
Occupation: IT Support Service Level _I
Assessor’s Package
The assessment covers the following units of competence:
1. ICT ITS1 01 0811 Connect Hardware Peripherals
2. ICT ITS1 02 0811 Install Software Application
3. ICT ITS1 03 0811 Record Client Support Requirements
4. ICT ITS1 04 0811 Protect Application or System Software
5. ICT ITS1 05 0811 Maintain Equipment and Software Inventory and Documentation
6. ICT ITS1 06 0811 Operate Personal Computer
7. ICT ITS1 07 0811 Apply Quality Standards
8. ICT ITS1 08 0811 Work with Others
9. ICT ITS1 09 0811 Receive and Respond to Workplace Communication
10. ICT ITS1 10 0811 Demonstrate Work Values
11. ICT ITS1 11 0811 Develop Understanding of Entrepreneurship
12. ICT ITS1 12 0811 Apply 5S Procedures

Contents of the Assessor’s Package:

1. Instructions for the competence Assessor
2. Evidence Plan
3. Project Information or Problem
4. Worksheet (If necessary)
5. Observation Checklist
6. List of Equipment, Tools and Materials

Methods of Assessment
1 Observation/Demonstration with Interview Question (If necessary)
1. Qualification – based

Assessor’s Package for Information TechnologySupport Service L-1 V-3 (Qualification Based)
 Occupational Code: ICT ITS
INSTRUCTIONS FOR THE COMPETENCE ASSESSOR
Occupation Information Technology Support Service L_I

BEFORE THE ASSESSMENT

1. Establish the assessment context and purpose of the assessment
2. Familiarize self with the qualification or units of competence to be assessed
 Assessment context
 Assessor’s guide
 Assessment methods
 Product evaluation sheets
 Time limits
 Evidence to be collected
 Performance Criteria
 Assessment and Certification arrangements
3. Ensure that the Assessment Center complies with the relevant occupational health
and safety requirements as:
 Well lighted and well ventilated assessment room
 Risk areas properly marked
4. Ensure that the following assessment resources are available in the Assessment
Center:
 Complete set of safe and functional equipment and tools
 Complete set of supplies and materials
 Assessor’s guide and rating sheets (Assessment Package)
5. Notify candidates of any resources they have to bring during the assessment

ON THE DAY OF ASSESSMENT

1. Check the attendance of the candidates
 Check the candidates registered number
 Instruct candidates to sign on the attendance sheet
 Check accomplished self assessment guide
 Provide overview of the qualification to be assessed refer to (EOS)
2. Orient the candidates (Time allotment is 15 minutes)
 explain the context and purpose of the assessment and the assessment
process
 explain the Qualification or units of competency to be assessed and the
evidence to be collected
 outline the assessment procedures to be undertaken
 assess the needs of the candidates and establish any allowable adjustments in
the assessment procedure
 seek feedback regarding the candidate’s understanding of the occupational
standard/units of competence being assessed, evidence requirements and
assessment process
 make all necessary announcement just before the start of the assessment
 specify the do’s and don’ts inside the assessment room
3. Instruct candidates to accomplish the competency assessment agreement
 Provide the candidates with all materials, tools and equipment required to complete
the tasks. Ensure that all tools should be of the same kind and quality
 Administer the assessment in accordance with the outcome-based assessment
methodology

Assessor’s Package for Information TechnologySupport Service L-1 V-3 (Qualification Based)
 Occupational Code: ICT ITS
 Give specific instructions to the candidates clearly and slowly and provide each
candidate with a copy of the Candidate Instructions Guide and Worksheets
 Inform each candidate that s/he has fifteen (15) minutes reading time andthe
total time duration for each is indicated in the Project Information.
 Make certain that the candidate fully understands what is expected and knows the
time limits allowed to finish each assessment project.
 Stay at the assessment area during the entire duration of the assessment activity
and observe the candidate perform the tasks.
 Inhibit self from providing any assistance during the assessment or indicate in any
way whether the candidate is or not performing the activity correctly.
 Intervene only for safety reasons
 Implement the evidence gathering process and ensure its validity, reliability,
fairness and flexibility
 Judge the evidence in terms of the four dimensions of competency – task skills,
task management skills, contingency management skills and job/ role environment
skills
 Record details of evidence collected and make judgment about the candidate’s
competence based on the evidence and the relevant standards required of the
units of competence
 Make no alterations/erasures in the Observation Checklist

POST ASSESSMENT
1. Provide feedback on the outcome of the assessment process. This includes providing
the candidate with:
 clear and constructive feedback on the assessment decision
 Give the candidates your feedback on the assessment result.
Feedback should indicate whether the candidate is:
 COMPETENT
 NOT YET COMPETENT
On each of the competencies assessed
 information on ways of overcoming any identified gaps in competency
revealed by the assessment
 information on reassessment process, if applicable
2. Prepare the necessary assessment reports
 Record the assessment outcome using the prescribed Observation Checklist
 Make sure the report or rating sheets are properly signed by you and the
candidate
 Maintain records of the assessment procedures, evidence collected and
assessment outcome
 Endorse assessment results/outcomes to assessment centre manager
Prepare recommendations for the issuance of national certificate/ certificate of
competence

Assessor’s Package for Information TechnologySupport Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS
EVIDENCE PLAN
Sector ICT
Occupation : Information Communication Technology
Level I
Appropriate Assessment Method Assessment tool/instrument /
Units of competence to be assessed: Observation Outcome Knowledge written /oral question using
evaluation Assessment interviews, practical exercise
(Oral or written) /demonstration ,role play,
simulation
Practical exercise Oral
Project 1: Connect Peripheral devices and Operate a personal computer
ICT ITS1 01 0811.Connect Hardware Peripherals X X
ICT ITS1 06 0811. Operate Personal Computer X X
Project 2: Maintain and Document Equipment and Software Inventory
ICT ITS1 05 0811.Maintain Equipment and Software X X
Inventory and Documentation
Project 3:- Record and Prioritize Client Support Requirement
ICT ITS1 03 0811.Record Client Support Requirements X X
Project 4: Protect and install Application Software
ICT ITS1 02 0811 Install Software Application X X
ICT ITS1 04 0811 Protect Application or System Software X X
Generic Competencies
ICT ITS1 07 0811. Apply Quality Standards X X
ICT ITS1 08 0811. Work with Others X X
ICT ITS1 09 0811. Receive and Respond to Workplace X X
Communication
ICT ITS1 10 0811. Demonstrate Work Values X X
ICT ITS1 11 0811. Develop Understanding of Entrepreneurship X X
ICT ITS1 12 0811. Apply 5S Procedures X X

Assessor’s Package for Information TechnologySupport Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Project Information
Given the necessary tools, equipment and information, you are expected to perform the
following Four practical works.
Assessment Venue: the assessment should take place in well equipped assessment centre
Total Time Allotted for all Projects: 4:10hrs

Project 1: Connect Peripheral devices and Operate a personal computer

Total time for this project: - 0:60 minutes
The Candidate should connect the major parts of the computer and peripherals and
start the computer. On the same project, you should manage Administrator accounts,
access basic system information and organize, search system files and folders.

Competencies Covered:-
1. ICT ITS1 01 0811 Connect Hardware Peripherals
2. ICT ITS1 06 0811 Operate Personal Computer

Instruction: Under this project the candidate is expected to perform the following four
task based on the information provided:-

Task1: Connect major parts of the computer peripherals and Turn on the
computer
Time allotted: 0:15minutes

Instruction: - Under this task, the Candidate should obtain the required peripherals
and connect the major parts of the computer and peripherals such as keyboard, mouse,
monitor, printer, UPS with the system-unit.

Task2: Manage user account security

Time allotted: 0:10 minutes

Instruction: - Under this task the Candidate is expected to create a user account by
his/her name with administrator privilege and set a password ‘Coc123’ and
Change the Password to ‘Aoc321’.

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Task3: Access Basic System Information

Time allotted: 0:05 minutes

Instruction: - Under this task the Candidate is expected to access the system
Information of his/her computer using the “Help and Support” Functions.

Task4: Establish basic directories/folder structure and files

Time allotted: 0:30minutes

Instruction:- Under this task, the Candidate is expected to create the following
directories/folders and sub-folders on the desktop, move the folder named “CPU” to
“Processors” folder and rename it as “processing unit” and finally should create a word
document and save it by the name ‘Level 1’ on the folder named “Software”.

Project 2: Maintain and Document Equipment and Software Inventory

Total time for this project: 0:60 minutes
The Candidate should perform hardware and software inventory and documentation.

Competencies covered:-
1. ICT ITS1 05 0811 Maintain Equipment and Software Inventory and
Documentation

Instruction: Under this project the candidate is expected to perform

The following two tasks based on the information provided:-

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
 Occupational Code: ICT ITS

Task1: Conduct hardware inventory on the components connected to

Your computer and documentation
Time allotted: 0:30minutes

Instruction: - Under this task, the Candidate is expected to perform the Hardware
inventory and documentation by accessing the system information and physical
observation.
No Internal Qty Size/Speed of External Qty Size/Speed of
Hardware Hardware Hardware Hardware

1
2
3
4
5

No Name of Network Hardware Speed/port

Qty
of Hardware
1
2
3
4
5

Task2:- Conduct inventory the software install to your computer and

Document it
Time allotted: 0:30 minutes

Instruction: Under this task, the Candidate is expected to Conduct Software inventory
and documents it by accessing the installed software.

No Operating System Version Application Soft wares

1
2
3
4

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

[N.B. Create the above tables differently in three word document it by the name
computer hardware, network hardware’s, and software respectively and save them
under a folder name “Inventory” that you are supposed to create on the desktop.]

Project 3:- Record and Prioritize Client Support Requirement

Total time for the project: 60 mints

On this project, the Candidate should record clients’ support requests properly. Then
he/she should identify and prioritize requests solved by you based on the business
function criticalness. The candidate should also identified requests to be escalated to
other sections or departments

Competencies covered:-
1. ICT ITS1 03 0811 Record Client Support Requirements

Information:

As IT Support Technician has got the following requests from different departments of
Mesebo Cement Factory. The responsibility of the IT Technician is only to maintain
hardware and software problems and developing software programs in the Factory.
Requests are coming from different clients as given below
A. Atoselemon, The Training Expert from HRM department requested to upgrade
the existing database.
B. AtoHenok, the head of Finance department wants training on Peachtree
accounting for newly employed workers.
C. W/r Abeba, head of the Marketing department requested that she cannot
access an internet service to get customer information.
D. Engineer Samson from Production department is bothering to produce a report
on the Cement production because his printer is not working.
E. W/r Tirhas, the secretary of Finance Department needs support to organizing her
files and folders on the shelf/File Cabinet.
F. Engineer Melkamu from Production department could not operate his computer
that controls the overall production of the machines.

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Instruction: - Under this project the candidate is expected to perform the following two
tasks based on the information provided:-

Task1. Record and prioritize the customer requests on the table

Time allotted: 0:50minutes

Instruction: Under this task the candidate is expected to create the below table in
Microsoft Excel and save it on the Desktop by the File name “Requests”.

Name of the Requester Requesting Requester Description of the problem Priority

Department Position

Task2: Identify the customer request requirements to be escalated

Time allotted: 0:10minutes

Instruction: - Under this task the Candidate is expected to identify the customer
request requirement to be escalated

Name of the Requesting Requeste Description of the problem

Requester Department r
Position

Project 4: Protect and install Application Software

Total time for this project 1:10minutes

On this project, the Candidate should install or upgrade and protect basic software
applications.

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Competencies covered:-
1. ICT ITS1 04 0811 Protect Application or System Software
2. ICT ITS1 02 0811 Install Software Application

Instruction: Under this project the candidate is expected to perform the following four
task based on the information provided:-

Task1: Remove an existing internet explorer and replace it with

Mozilla/Firefoxbrowser.
Time allotted: 0:15minutes

Instruction: - Under this task the Candidate should expected to remove existing
Internet explorer and replace it with Mozilla/Fire fox browser.

Task2:- Install AutoCAD2007 Application software

Time allotted: 0:15 minutes

Instruction: - Under this task the Candidate should expected to install AutoCAD 2007

Task3: Upgrade AutoCAD from one Version to Another

Time allotted: 0:25minutes

Instruction: -Under this task the Candidate is expected to Upgrade AutoCAD2007 to

AutoCAD2010.

Task4:- Protect Unauthorized Drive Access

Time allotted: 0:15minutes

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Instruction: - Under this task the Candidate is expected to protect the CD/DVD Rom
Drive not to be workable so that the computer will not be affected with virus and
destructive files.

Observation Checklist
Candidate’s Name:
Assessor’s Name:

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

Occupational Standard: IT support service L_I

Unit of Competency: [ICT ITS1 01 0811 ICT ITS1 02 0811 ICT ITS1 03 0811
ICT ITS1 04 0811 ICT ITS1 05 0811 ICT ITS1 06 0811 ]
Date of Assessment:
Time of Assessment:
Instructions for the Assessor
 Observe the candidate.
 Describe the assessment activity and the date on which it was undertaken
 Place a tick in the box to show that the candidate completed each aspects of the
activity to the standard expected in the enterprise.
 Ask the candidate a selection of the questions from the attached list to confirm his/ her
underpinning knowledge.
 Place a tick in the box to show that the candidate answered the questions correctly.
 Complete the feedback sections of the form.
OBSERVATION
During the demonstration of skills, did the candidate: Yes No
Project-1 Connect Peripheral devices and Operate a personal computer
[ ICT ITS1 01 0811 ICT ITS1 06 0811 ]
Task1: Connect major parts of the computer peripherals and Turn on the computer
 Identify the required peripherals and connect the major parts of the computer
 
peripherals and test for your connection.
Task2: Manage user account security
 Creating user account as administrator privilege and set a password as the
 
given instruction.
Task3: Access Basic System Information
 Access system information to identify system configuration and application  
Task4: Establish basic directories/folder structure and files
 Create directories and subdirectories as the given structure and move folder,
 
rename and create files
Project 2: Maintain and Document Equipment and Software Inventory
[ ICT ITS1 05 0811 ]
Task1: Conduct hardware inventory on the components connected to
your computer and documentation
 Maintain a profile or description of each piece of computer hardware equipment
and conduct network hardware inventory and document it  

Task2:- Conduct inventory the software install to your computer and

documentation it
 Conduct the software install on your computer and create inventory for the
 
software
Project 3:- Record and Prioritize Client Support Requirement [ ICT ITS1 03 0811 ]
Task1. Record and prioritize the customer requests on the table

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

 Record client support requests and according to the customer needs  

 Identify the client’s request prioritize to the appropriate personnel based on its
 
criticality or impact on the business
Task2: Identify the customer request requirements to be escalated
 Identify recorded request from the client support to be escalated  
Project 4: Protect and install Application Software [ ICT ITS1 04 0811 ]
Task1: Remove an existing internet explorer and replace it withMozilla/Firefox
browser.
 Identify and remove destructive software  
 Install/replace by the new version you need to replace  
Task2:- Install AutoCAD2007 Application software
 Check the requirements to be install the software then Install the given softer.  
Task3: Upgrade AutoCAD from one Version to Another
 Determine software you need to upgrade by the new version.  
Task4:- Protect Unauthorized Drive Access
 Disable the CD/DVD Rom drive to prevent virus transfer through the CD/DVD  
The candidate’s overall performance in the practical project was:
 SATISFACTORY  NOT SATISFACTORY

________________________________
Name and Signature of Assessor

Oral Recording Sheet

Candidate’s Name:
Assessor’s Name:
Occupation IT support service Level-I
Unit of Competency: List of competencies covered on oral question
Date of Assessment:
Did the candidate give expected answer? Yes No
Q1.Define the word inventory? o o
Q2.what is the difference between hard ware and o o

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

software inventory?
Q3.List at list threedifferent kinds of viruses? o o
Q4.What are the three ways to prevent your computer to get
o o
infected with virus?
Possible solutions
A1.Inventory is a comprehensive detail about the hardware
and software of the computer system
A2.
 Softwareinventory consists list of software and their detail
where as hardware inventory consists list of hardware and
their detail.
A3.
 Virus
 Worms
 Trojans
A4.
 use an Internet Firewall
 check for operating system and anti-virus program
updates
 scan your computer regularly and exercise caution when
handling email and internet files.

The candidate’s overall performance in the oral questions was:

Satisfactory Not Satisfactory

Assessor’s signature ______________________________Date_____________

Materials and supplies per candidate

No Item description Quantity unit Specification

1 Paper 1 Pc A4
2 Auto CAD2007 and 2009 2 Pc
3 Internet browser, Mozilla fire fox 1

Tools, Instruments & Equipment

No Item description Quantity unit Specification

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)
Occupational Code: ICT ITS

1 Computer with accessories 1 pc Minimum of 1GB of

RAM, 2.6GHz speed
Processor, 160 GB of
Hard disk
2 Pre-Installed Office 2007
3 Printer 1 pc HP

Note: Materials and tools may be modified by the Assessor, depending on the
actual job performed, and location & the standard installation practices of the
country.

Assessor’s Package for Information Technology Support Service L-1 V-3 (Qualification Based)