Ministry of Education

Sector: - ICT
Sub Sector: - Information Technology
Occupation: Information Technology Support
Service Level-1
Task 1
1. Connect the hard ware peripherals to the computer
2. Check the missed peripheral
3. Start up the computer
4. Create the following directories and save on “my document” or COC\IT\IT support
COC

IT Acc’t

HNS WEB DBA IT support

5. Hide IT support folder
6. Change the COC icon to my computer
7. Create a short cut for COC folder in desktop
8. Show the hide folder
Task 2
2.1 Access system information of one of your computer and save as the following format
on “my document \COC\IT\IT SUPPORT
OS Name
OS version
OS manufacturer
System manufacture
System model
Processor speed
System type
Total physical memory( RAM size)
Hard disk Size
2.2 Record and Document the hard ware and software of your PC using your own
format Write the following hard ware and software requirement of the computer
using ms excel
Hard ware Specification
Hard ware name Brand (name of Capacity or size Remark
manufacturer) of the hard ware
 RAM
Hard disk
Keyboard
USB port
NIC
Monitor
Processor
Mouse
Software Specification
Type of software Name of the Name of the Version
software Vendor
Operating system
Application SW’s

Task 3
3.1. Print the above information by installing the printer on your computer
Task4
Connect the internet connection check the cable is plug in the hub or switch and
bookmark
4.1. Enter the following address and connect the internet
IP address 10.16.1.2
Subnet mask 255.0.0.0
Default get way 10.16.1.1
Task 5
Open the following addresses
5.1. www.yahoo.com
5.2. www.facebook.com
5.3. www.google.com
Task 6
6.1 install Peachtree 2005 or office 2003 software
6.2. Upgrade Peachtree 2007 or office 2007 software
6.3.Write the minimum system requirement (HW and SW) to install Peachtree 2007 or
office 2007
Task 7
7.1. Change your start menu to classic
7.2. customize your desktop
Task 8
 Suppose you are working in ABC College as an IT assistance service technical. Today you
have received the following four support request formats ( form 1 ,form 2 form 3 and form
4) from the department of the college . In addition you received a call from W/t Hana ,
secretaryof the college ,she wants you to fix her mouse that is not fast enough to work
with and Ato Yonas , instructor in the college ,came to workshop and insist you to
provide him a latest Dell computer .Lastly ,when you check your email ,Ato Samuel head
of the marking departmentasked you a support concerning his malfunction laptop .
NOTE:- as the college rule and regulations , IT assistance service technical do not provide a
maintenance support and advice to request come by e –mail and in personal

Form 1.

Dept Dean Office Date of request 01.07.04 Req ID xx.xx.xx

Name of the client Ato Zelalem

Equipment Description Toshiba Laptop

Problem DescriptionMy laptop is restarting

For it support Tech. only

Tech.name _________________________________________________________________

Identified problem description __________________________________________________________

Response____________________________________________________________________________
Dept outcome base training dep’tDate of request 01.07.04 Req ID xx.xx.xx
______________________________________________________________________
Name of the client Ato Alemseged
Time ________________________________________________
Equipment Description Dell optiplex 780

Problem Descriptionwindows media player is not responding

Form 4
For it support Tech. only

Tech.name _________________________________________________________________

Identified problem description __________________________________________________________

Response____________________________________________________________________________

______________________________________________________________________

Time ________________________________________________
8.1. Record the details of the requested by preparing a request record list
8.2. prioritize and escalate the requests considering your work environment and your roles
and responsibility
8.3. use the following request form as an example
ABC College
Information technology Department Client support record list
N Reques Request Clien Departme Equipme Reporte Curren Priorit

Remark
O t Date t nt nt d t y
ID Nam problem Status
1 Xx/x/200
e
5
2
3
4

You are an IT Assistance in commercial bank of Ethiopia and the following problems
is happened in the morning
1. Ato Abebe , human resource Department his computer is unable to start
2. Ato Kebed ,finace Department headpeachtree software is not working to
preparing payroll
3. w/ro Aster , manager officer ,the media player is not functional to listen music
4. Ato Zelalem , public relation department, the printer is stop working the print the
attendance
5. Ato Ahmed manager office it need a paper to print annual plan
6. Ato lema H.R department he need to install updated antivirus software.
7. w/ro marta marketing department her computer is unable to start .
8.
User argument
Manager officer Within 30 min
Finance Department Within 45 min
Human Resource department With in 1. Hour
 Public relation department With in 1.30 hours

Record the details of the requested by preparing a request record list below
No Clint name Department Problem Priority Remark
description

Prioritized the dates according to their problem and user’s agreement

and print the document

Task 9.
9.1. In ABC college HRM department there are two HR officers , Ato Ayele and W/ro
Marta ,they are using one computer for their day to day activities . And one day they asked
you to make their common files together as they can share it and their private files
differently using a user account How could you manage it ?
9.2. Create two user accounts
A. account name: higher7 B. Account name:COC
Password : Higher@7 Password: P@s$w0rd
Privilege: limited privilege: Administrator
Create a user account that cannot access the other accounts data
Task 10
10. Install MacAfee anti-virus
10.1. Update the installed MacAfee anti-virus
10.2. Scan local disk c:\ with MacAfee anti-virus
10.3 configure Auto update daily base with 3 AM
10.4 configure Auto scan weekly basis (Friday 3 AM)
10.5 turn on the firmware
10.6 Set the alert setting of firewall
10.7 Set the alert setting Automatic update on
10.8. Set the alert setting virus protection on
10.9. Set the alter message of the anti virus